Discovering Career Success through Sales and Service I N H A M I LTO N March 2014
Fast facts: • Sales and service is the top occupational group in Hamilton with almost one in four workers in sales and service (2011 National Household Survey) • Steady employment growth of 11% is expected from 2011-2020 for sales and service occupations in Hamilton (Analyst) Many individuals begin their first job in sales and service, gaining essential skills and experience they carry with them throughout their career. Others take advantage of the part-time or casual nature of many of these positions as a way to earn money and gain transferable skills when they are pursuing further education or upholding other commitments. People re-entering the workforce can develop good service skills that will provide an excellent reference when looking for future employment. For those that excel in the field, showing strong customer service and leadership abilities, sales and service can become a fulfilling and high-paying full-time career with advancement opportunities to management and corporate levels.
Opportunities for all skill levels Depending on your level of education and experience, there are sales and service job opportunities for everyone.
Top Occupations by Skill Level (Hamilton 2011)
Skill Level D On –the-job training typically provided
Skill Level C
Skill Level B
Secondary school or occupationspecific training typically required
College or vocational schooling typically required
Food counter attendants, kitchen helpers and related
Retail salespersons
Cooks
Cashiers
Other customer and information service representatives
Hairstylists and barbers
Janitors, caretakers and building superintendents
Food and beverage servers
Technical sales specialists
Light duty cleaners
Sales and account representatives
Real estate agents and salespersons
Store shelf stockers, clerks and order fillers
Security guards
Insurance agents and brokers
www.workforceplanninghamilton.ca
How do I find a job in sales and service? There are several different ways that sales and service companies typically recruit new employees. Online job vacancy statistics from April through December 2013 showed that almost 19% of Hamilton’s online job postings were for sales or service positions. In January 2014, Workforce Planning Hamilton surveyed 89 sales and service employers on how they recruit for open positions. The most common recruitment methods indicated were:
76% 73% 67% 62%
1. Word of mouth/Employee Networks 2. Online Job Listing (eg. Indeed, Monster) 3. Organization’s website 4. Personal contacts 5. Social media
“You can’t just put an ad at the back of the newspaper anymore”
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- Hamilton employer
52%
Climbing the Career Ladder in Sales and Service There is no one determined career pathway in sales and service. In order to progress to roles of higher responsibility and pay, you need to demonstrate reliability, responsibility and maintain a good record of accomplishments. With the right educational credentials, some companies will offer fast track management training, allowing you to enter the pathway further up the ladder. It is not uncommon to find top executives in successful retail sales or food service organizations who began their careers on the frontline. Shopfloor level experience allows you to develop essential skills and knowledge that will allow you to be successful at the management or corporate level.
Example Career Pathway in Retail Industry
(Adapted from Service Skills SA)
Postsecondary study- For example, check out Mohawk College’s BusinessMarketing Diploma Program through which you can earn credits towards your Certified Sales Professional (CSP) Designation
Part-Time or Casual Role • Gain valuable work experience • Earn money while completing education
ENTRY LEVEL
Transfer skills to a career in a different industry - For example, use your knowledge of selling shoes to become a marketing professional at a footwear company
Full-Time Role
Supervisory Role
• Successfully complete duties • Show initiative • Demonstrate reliability • Have a positive attitude
• Demonstrate ambition and
commitment to the company
• Complete further education, training and professional development as required
EXPERIENCED
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What will I learn? Do not overlook any of the skills you can gain from sales and service occupations. Future employers will assess your suitability by looking for examples of competencies or employable skills. They want to know that you can take what you have learned from past experiences and apply them to new situations.
“Our positions let employees develop ‘people skills’ – the soft skills you can’t learn in school.”
Examples of what you can learn in sales and service: 1. Customer Service
• Assistance and advice provided to a customer before, during and after a purchase • Good customer service is friendly, polite and puts the customer first
- Hamilton employer
2. Problem-Solving
• Dealing with customer complaints and inquiries can let you practice both problemsolving and communication skills
3. Business awareness
• Experience first-hand how a business operates and how commercial decisions are made
4. Working under pressure
• Hours are often long and the demands are many; learning how to stay calm under pressure and keeping control of situations is a valuable asset in almost all occupations
5. Working as part of a team
• Successful businesses rely on different teams working well together
6. Self-management
• Being responsible, reliable and trustworthy are requirements for all occupations in any industry
Start and manage your own business Check out the Small Business Enterprise Centre at the City of Hamilton for resources and advice on starting and running a successful business (www.investinhamilton.ca/small-business)
Assistant Management Role • Continue to show initiative and demonstrate reliability • Complete progressively more challenging tasks
MANAGEMENT
Management Role • Oversee staff and execute tasks • Inspire others through excellent leadership skills
(post-secondary education typically required)
Work as a consultant for businesses in your industry
Senior Management Role EXECUTIVE
What can I earn? Many of the top paying sales and service occupations are in technical or specialized sales, or supervisor positions. Depending on the position and company, sales and service occupations can have the opportunity to increase their take home pay through commission or tips.
Top Ten Sales and Service Occupations by Median Employment Income (Ontario 2010) Median employment income (All occupations - $35,017)
Occupation Technical sales specialists – wholesale trade
$64,196
Funeral directors and embalmers
$53,400
Sales and account representatives – wholesale trade (non-technical)
$47,006
Accommodation, travel, tourism and related services supervisors
$46,975
Insurance agents and brokers
$46,629
Customer and information services supervisors
$43,769
Financial sales representatives
$42,830
Pursers and flight attendants
$41,821
Ground and water transport ticket agents, cargo service representatives and related clerks
$41,812
Cleaning supervisors
$38,361
Source: 2011 National Household Survey
Not all jobs are created equal. The same job title could mean a very different experience and salary depending on the company you work for. Your working environment can make just as much of an impact on your career satisfaction as your salary.
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“There are a ton of opportunities in sales to earn great incomes. The bottom line is that’s where you have the opportunity to make commissions.” - Hamilton employer
Find a complete listing of service providers and program offerings that can help you jumpstart your career at
www.winhamilton.ca Read the full report on sales and service careers in Hamilton by visiting
www.workforceplanninghamilton.ca