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Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel

SOC 41-3091.00Job Zone 2 · Some Preparationv.26.05

Context coveredThis framework covers service sales environments including retail service floors, B2B and B2C account management, and team supervision contexts where representatives sell non-advertising, non-insurance, non-financial, and non-travel services.

Sources:O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.SkillsCrosswalkSkillsCrosswalk — O*NET enrichment + adjacency index. Opens in new tab.
Emerging
Entry / Apprentice
  1. Customer greetings and initial inquiries — deliver using scripted protocols under direct supervisor guidance on the sales floor.
  2. Basic product and service information — communicate verbally to walk-in customers with support from reference materials.
  3. Customer complaints — recognize and escalate to senior staff following established complaint-handling procedures.
  4. Merchandise pricing and display — inspect for accuracy under supervisor direction on the retail or service floor.
  5. CRM software entry — input customer contact data and basic interaction notes under guided instruction.
  6. Sales activity logs — record daily transactions in spreadsheet software following a provided template.
  7. Active listening techniques — apply during customer conversations to identify immediate needs in a service environment.
  8. Service offerings and pricing tiers — read and comprehend from provided marketing and product documentation.
  9. Cash receipt records — assist with reconciliation tasks under close oversight at the point-of-sale station.
  10. Email correspondence — draft routine customer replies using office suite software with supervisor review before sending.
Developing
Mid-level / Established
  1. Customer inquiries and complaints — respond independently and resolve common issues using established service guidelines on the sales floor.
  2. Merchandise functionality and display standards — verify and correct regularly without supervisory prompting during floor walkthroughs.
  3. Sales persuasion techniques — apply during one-on-one customer interactions to promote service packages in a moderate-volume environment.
  4. CRM software records — maintain and update customer profiles, interaction histories, and follow-up tasks on a routine daily basis.
  5. Sales performance data — monitor using spreadsheet and ERP software to flag service quality gaps for team review.
  6. Social perceptiveness — use to read customer reactions and adjust communication style during service consultations.
  7. Product and service upsell opportunities — identify and present based on customer needs analysis in a standard sales context.
  8. New staff onboarding tasks — assist with by demonstrating floor procedures and customer interaction standards under manager direction.
  9. Service agreements and contract terms — read and explain accurately to customers using plain-language communication.
  10. Inventory status and stock levels — check using enterprise application software to confirm service or product availability during customer requests.
Proficient
Senior / Expert IC
  1. Customer service quality — oversee across the full sales team by monitoring interactions and intervening to resolve escalated complaints autonomously.
  2. Sales floor operations — manage end-to-end including merchandise display, pricing accuracy, and customer flow without supervisory direction.
  3. Negotiation with clients — lead independently to close service agreements, handling pricing objections and customizing terms to fit customer needs.
  4. Sales and marketing software — utilize to design and execute targeted outreach campaigns aligned to customer segments and service goals.
  5. Employee sales activities and inventory-taking — supervise directly, providing real-time coaching and performance feedback on the sales floor.
  6. Non-routine customer situations — assess and resolve using critical thinking and deep knowledge of service offerings and company policy.
  7. Sales performance metrics — analyze using analytical software and ERP data to identify trends and recommend actionable improvements.
  8. Service delivery gaps — diagnose through ongoing monitoring of transaction records and customer satisfaction signals across multiple channels.
  9. Cross-functional coordination — facilitate between sales, administration, and operations teams to ensure consistent customer experience and accurate order fulfillment.
  10. Training materials and process documentation — develop for service representatives using office suite and graphics software based on observed operational needs.
Advanced
Lead / Principal / Executive
  1. Sales strategy and service standards — define at the organizational level, translating business objectives into actionable targets for the full sales team.
  2. Sales team performance culture — cultivate by modeling consultative selling behaviors, setting expectations, and recognizing achievement across the department.
  3. Customer relationship management framework — design and govern, establishing CRM usage protocols and data quality standards enterprise-wide.
  4. Revenue growth initiatives — lead by identifying new service markets, developing pricing structures, and sponsoring go-to-market plans.
  5. Enterprise resource planning and sales system integration — oversee to ensure accurate, real-time data flows support both operational and strategic decisions.
  6. Organizational service quality benchmarks — establish and monitor, using analytics dashboards to hold leadership accountable to customer satisfaction outcomes.
  7. Workforce development programs — build for sales representatives, incorporating coaching curricula, credentialing pathways, and performance review frameworks.
  8. Senior stakeholder negotiations — lead for major accounts and partnership agreements, representing the organization's service value at the executive level.
  9. Budget and resource allocation for sales operations — direct by analyzing financial performance data and aligning staffing and technology investments to growth priorities.
  10. Cross-departmental policy and process reform — champion to remove barriers to customer service excellence and ensure compliance with sales ethics and regulatory standards.

AI-at-Work Competency Framework

Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.
Subscriber feature

Authoritative source data identified for 998 occupations

How a worker at each mastery level uses, directs, and evaluates AI tools in this occupation. Each statement cites its evidence inline; click a citation chip to verify the source.

Emerging
  1. AI-drafted outreach scripts — uses AI-generated email and call templates as starting points for routine customer inquiries, editing for tone before sending Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  2. Product information lookup — queries an AI assistant to quickly retrieve pricing, specifications, or service details, then verifies accuracy against company systems before presenting to customers Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Developing
  1. Customer objection preparation — directs an AI tool to generate a list of likely customer objections and counter-arguments for a specific service category, then rehearses responses using personal sales judgment to adapt them Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Sales activity summaries — delegates the drafting of daily sales logs and follow-up task lists to an AI assistant, reviewing and correcting the output before submission Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. Competitive landscape briefings — instructs an AI tool to compile a structured comparison of competitor offerings, then applies social perceptiveness and domain knowledge to contextualize findings for customer conversations WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Proficient
  1. Personalized pitch development — combines AI-generated service benefit summaries with real-time customer cues gathered through active listening, producing tailored proposals that reflect individual customer needs Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Customer complaint triage — routes routine written complaints through an AI drafting tool to produce initial response letters, then applies service orientation judgment to approve, revise, or escalate each case Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. Pipeline reporting — orchestrates an AI assistant to aggregate and format sales activity data into management-ready reports, auditing figures against inventory and receipt records before delivery Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  4. Merchandise and pricing review support — uses AI to flag discrepancies between listed prices and current promotional data, then personally inspects displays and functionality to confirm corrections are accurate.
Advanced
  1. End-to-end customer journey design — leads the configuration of AI-assisted touchpoints across the sales cycle, from automated inquiry responses to follow-up sequencing, while retaining human ownership of relationship-critical interactions and escalation decisions Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  2. Team AI workflow integration — trains and supervises junior sales staff on effective AI tool use for outreach, objection handling, and reporting, setting quality standards and reviewing AI-assisted outputs to ensure brand and compliance alignment Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. AI output quality governance — establishes personal benchmarks for evaluating AI-generated sales content, identifying patterns of hallucination or misaligned persuasion framing, and feeding corrective guidance back into prompting practices used across the sales team Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Evidence pack
AEI usage
Task observations: 768
Augment share: 76.8%
Time saved: 90.6%
AI autonomy: 3.06
SAFI positioning
Top skill: Speaking
Score: 48.5 / 100
Quadrant: Q2_ai_augmented
precision: exact
WEF cluster
Human-Technology Interaction
human_technology_interaction
Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.

Pathsmith Durable Skills Framework

Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Subscriber feature

Ten durable-skill domains mapped to four proficiency/role levels for each occupation. Each statement is aligned to the Pathsmith taxonomy, derived from trusted grounding data and mapped to occupation-specific O*NET tasks and skills.

1Communication12 statements
Emerging
  1. Service inquiry response — answers basic customer questions about service features and pricing using prepared scripts and product materials Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Needs discovery conversation — asks open-ended questions to identify customer service requirements during initial sales contacts O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Written follow-up communication — drafts simple follow-up emails summarizing service options discussed with prospective clients Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Value proposition delivery — articulates service benefits clearly and concisely to diverse customer segments, adjusting vocabulary to match audience knowledge level Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Complaint handling dialogue — listens actively to customer grievances and restates concerns accurately before proposing resolutions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Sales presentation delivery — presents service offerings using structured talking points, maintaining logical flow and audience engagement throughout the pitch O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Multi-stakeholder communication — tailors service messaging to address distinct concerns of technical buyers, economic buyers, and end users within a single account Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Negotiation dialogue management — conducts pricing and contract discussions using precise, confident language that advances mutual agreement without sacrificing service value Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Customer complaint resolution — de-escalates dissatisfied client situations through empathetic listening and clear explanation of remediation steps, achieving documented satisfaction outcomes O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Cross-functional communication leadership — coaches junior sales representatives on adaptive messaging strategies and models consultative dialogue techniques during joint customer calls Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Executive-level service briefing — delivers compelling presentations to C-suite prospects that connect service capabilities to strategic business outcomes using data-driven narratives Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Internal sales communication standards — develops communication templates, objection-handling guides, and customer-facing scripts adopted across the sales team O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
2Leadership10 statements
Emerging
  1. Self-directed territory activity — takes ownership of daily prospecting tasks and customer follow-up without requiring managerial prompting Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Team meeting contribution — shares customer feedback and field observations during sales team meetings to support group decision-making Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Peer knowledge sharing — guides newer sales representatives on service product details and effective customer interaction approaches in informal settings Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Customer-facing accountability — takes initiative to resolve service delivery issues on behalf of clients without deferring entirely to management intervention Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Sales activity oversight — monitors team prospecting metrics and customer service indicators, redirecting efforts when performance gaps emerge Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Employee direction during peak periods — supervises colleagues engaged in customer service and inventory reconciliation activities to maintain quality and throughput standards O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Client relationship stewardship — leads account retention efforts by proactively addressing service concerns and coordinating internal resources to meet client commitments Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Sales team development leadership — mentors and formally coaches a portfolio of sales representatives, designing individualized development plans tied to territory revenue goals Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Organizational sales initiative — champions process improvements in customer service delivery and selling methodology, gaining cross-departmental buy-in and driving measurable performance uplift Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Customer escalation leadership — serves as senior point of escalation for complex client disputes, making binding commitments and coordinating resolutions across operations and service teams O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
3Metacognition9 statements
Emerging
  1. Sales call self-review — reflects on completed customer interactions to identify specific moments where message clarity or listening could have improved outcomes Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Learning resource utilization — identifies gaps in product knowledge and seeks out available training materials or manager guidance to address them Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Pitch strategy adjustment — evaluates which service presentation approaches are producing conversions and deliberately modifies underperforming elements before the next customer engagement Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Territory planning reflection — assesses personal time allocation across prospecting, follow-up, and service activities to improve daily workflow efficiency Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Performance pattern analysis — systematically reviews win-loss data from personal pipeline to identify cognitive biases or habitual oversights affecting sales outcomes Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Adaptive selling strategy — monitors real-time customer cues during presentations and consciously shifts communication or persuasion approach mid-conversation based on that awareness Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Continuous skill calibration — sets quarterly learning goals aligned to identified competency gaps in negotiation, product knowledge, or customer service technique Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Sales metacognition modeling — teaches structured self-reflection practices to the sales team, embedding post-call review habits into team culture and coaching frameworks Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Strategic territory thinking evaluation — audits own assumptions about market segmentation and ideal customer profiles, redesigning prospecting strategy based on evidence-based self-critique Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
4Critical Thinking9 statements
Emerging
  1. Customer needs assessment — evaluates basic information gathered during discovery calls to match customer requirements to appropriate service tiers Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Pricing verification — examines service pricing information to confirm accuracy before quoting customers, flagging discrepancies for supervisor review O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Objection analysis — identifies underlying concerns behind stated customer objections and develops evidence-based responses that address root hesitations rather than surface symptoms Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Competitive service evaluation — compares competitor service offerings against own portfolio using objective criteria to build differentiated value arguments Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Sales data interpretation — analyzes territory sales metrics, conversion rates, and service usage patterns to draw actionable conclusions about account prioritization and outreach timing Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Complex deal problem-solving — evaluates multi-variable customer scenarios involving budget constraints, service fit limitations, and stakeholder conflicts to construct viable solution proposals Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Merchandise and service quality assessment — examines service delivery performance data and customer feedback to identify systemic quality issues requiring escalation or process correction O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Market assumption challenge — critically evaluates prevailing sales strategy assumptions using field evidence, proposing revised targeting or positioning based on reasoned analysis Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Cross-functional service problem resolution — leads structured root-cause analysis of recurring customer service failures, synthesizing data from sales, operations, and client feedback to recommend systemic fixes Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
5Collaboration9 statements
Emerging
  1. Internal service coordination — works with customer service and operations colleagues to relay accurate client requirements and ensure timely service fulfillment Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Team sales meeting participation — contributes territory updates and customer insights during group sales planning sessions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Cross-functional account support — collaborates with technical or service delivery teams to develop customized proposals that accurately reflect operational capabilities Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Peer pipeline review — participates in collaborative deal reviews, offering constructive observations on colleague strategies and incorporating peer feedback into own approach Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Joint customer engagement — co-facilitates complex client meetings alongside product specialists or operations managers, aligning messaging and managing group dynamics in real time Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Sales and service team integration — coordinates actively with customer service teams to ensure post-sale commitments are met, contributing to seamless client experience across functional handoffs O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Diverse customer navigation — builds productive rapport with clients from varied industries, organizational levels, and communication styles, adapting collaborative approach to each context Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Multi-team sales initiative leadership — orchestrates collaboration across sales, marketing, and service delivery functions to design and execute coordinated go-to-market campaigns for key accounts Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Collaborative culture building — establishes shared account planning practices and knowledge-sharing norms that strengthen collective sales team performance across territories Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
6Character9 statements
Emerging
  1. Honest service representation — accurately describes service capabilities and limitations to customers, declining to overstate features to secure a sale Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Professional conduct in customer interactions — maintains respectful, composed demeanor with all customers including those who are dissatisfied or confrontational Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Commitment accountability — follows through on all promises made to customers regarding pricing, timelines, and service delivery without requiring reminders Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Ethical competitive conduct — refrains from making misleading or unsubstantiated claims about competitor services during sales conversations Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Customer trust stewardship — builds long-term client relationships grounded in transparency about service performance, proactively disclosing issues that affect client outcomes Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Compliance adherence in sales practice — ensures all contracts, pricing agreements, and promotional representations meet company policy and applicable regulatory requirements Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Merchandise integrity assurance — verifies that service and product representations in marketing materials match actual delivery, raising discrepancies through appropriate channels O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Ethical sales culture modeling — visibly reinforces integrity standards within the sales team by calling out and redirecting practices that compromise customer trust or regulatory compliance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Professional accountability leadership — holds self and peers to the highest standards of follow-through and transparency, establishing a team reputation for reliability that supports sustained client retention Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
7Creativity9 statements
Emerging
  1. Customized service framing — adapts standard service descriptions to include examples and scenarios relevant to each individual customer's business context Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Novel prospecting outreach — experiments with varied outreach channels or messaging angles to identify approaches that generate higher customer response rates Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Creative objection reframing — develops original analogies and story-based illustrations to make abstract service value tangible for skeptical prospects Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Non-standard solution packaging — combines service components in non-conventional configurations to address unique customer requirements that fall outside standard offerings Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Account growth strategy innovation — designs creative cross-sell and upsell campaigns tailored to individual account histories and emerging needs, generating incremental revenue from existing clients Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Customer experience improvement ideation — proposes original enhancements to the service sales process based on observed friction points, piloting new approaches within own territory Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Competitive differentiation messaging — crafts distinctive narrative positioning that separates the service from commodity competitors in ways customers have not previously articulated Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Sales methodology innovation — introduces and validates novel selling frameworks or customer engagement models that measurably improve team-wide conversion performance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Market expansion concept development — identifies and develops creative go-to-market strategies for underserved customer segments or new service application areas, translating ideas into actionable business cases Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
8Growth Mindset9 statements
Emerging
  1. Sales rejection resilience — returns to prospecting activity promptly after customer refusals, treating each rejection as information rather than a personal failure Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Manager feedback incorporation — actively applies supervisor coaching on sales technique adjustments in subsequent customer interactions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Skill gap pursuit — seeks out product training, sales workshops, or industry knowledge resources beyond minimum requirements to deepen professional capability Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Performance plateau response — when sales metrics stagnate, self-initiates strategy review and tests new approaches rather than defaulting to familiar but ineffective habits Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Sustained effort through difficult markets — maintains consistent prospecting and relationship-building activity during slow sales cycles, viewing market adversity as a development opportunity Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Peer learning engagement — actively solicits feedback from high-performing colleagues and applies observed techniques to own customer interactions with disciplined follow-through Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Failure-to-close learning practice — conducts structured post-mortem analysis of lost deals to extract transferable insights that improve future sales execution Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Growth culture evangelism — actively cultivates a team environment where learning from failure is normalized, facilitating group retrospectives and sharing own development experiences openly Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Continuous mastery demonstration — pursues advanced sales certifications, industry credentials, or leadership development programs and applies acquired knowledge to measurably elevate team performance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
9Mindfulness9 statements
Emerging
  1. Customer presence maintenance — remains attentive and focused during customer conversations, resisting distraction from competing tasks or incoming messages Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Emotional state awareness — recognizes own frustration or fatigue during high-volume sales days and takes brief intentional pauses before re-engaging with customers Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Active listening discipline — sustains full attention throughout customer discovery conversations, withholding premature solution proposals until the customer's complete need is understood Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Interpersonal cue attunement — notices subtle shifts in customer tone, pace, or body language during presentations and responds with intentional adjustments to pacing or content Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Composed customer complaint handling — manages emotional regulation during heated client interactions, maintaining professional tone and solution focus regardless of customer hostility Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Intentional sales conversation pacing — deliberately controls speaking pace and uses strategic silence after key value statements to allow customer processing and signal confidence Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. High-volume territory mindfulness — maintains consistent attention quality across a full day of back-to-back customer interactions without allowing fatigue to degrade service responsiveness Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Team mindfulness culture development — models and teaches present-moment attention and emotional regulation practices to the sales team, demonstrating measurable impact on customer satisfaction scores Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Stress-informed leadership presence — maintains composure and strategic clarity during quota-pressure periods or organizational uncertainty, providing stabilizing presence for colleagues and clients alike Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
10Fortitude9 statements
Emerging
  1. Cold outreach persistence — continues prospecting calls and visits through repeated non-responses and early-stage rejections without abandoning the daily activity plan Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Difficult customer endurance — completes service interactions with highly demanding or dissatisfied customers without withdrawing or escalating prematurely Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Quota pressure navigation — sustains productive selling behavior during periods of underperformance against revenue targets, avoiding avoidance behaviors or reduced effort Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Market adversity continuation — maintains full territory activity levels during economic downturns or competitive disruptions that reduce customer receptivity Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Extended negotiation perseverance — sustains constructive engagement through prolonged multi-session contract negotiations without conceding prematurely under pressure from impatient prospects Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Account loss recovery — rebounds from significant client defections by systematically rebuilding pipeline and reframing the experience as a catalyst for improved approach Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Sustained high-effort performance — maintains consistent outreach volume, service quality, and customer responsiveness across full quarterly sales cycles including low-momentum periods Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Resilience modeling under organizational change — demonstrates unwavering professional commitment and adaptive persistence during company restructuring, product changes, or market disruptions, providing stability for the broader sales team Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Courageous client advocacy — advocates directly with senior leadership for client-facing policy changes that risk short-term revenue but protect long-term customer trust and retention Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
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Source anchors that ground each statement

Related titles
Account Executive · Accounts Manager · Accounts Representative · Automobile Club Membership Sales Agent · Automotive Sales Consultant (Auto Sales Consultant) · Business Services Sales Representative · Business-to-Business Sales Representative · Client Relationship Consultant · Customer Service Representative (Customer Service Rep) · Customer Service Sales Representative (Customer Service Sales Rep) · Field Sales Consultant · Field Sales Representative
RAPIDS apprenticeships
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O*NET skills
SpeakingActive ListeningPersuasionSocial PerceptivenessService OrientationReading ComprehensionCritical ThinkingNegotiation
Knowledge domains
Customer and Personal ServiceSales and MarketingEnglish LanguageAdministration and ManagementMathematicsComputers and ElectronicsAdministrativeEconomics and Accounting
Abilities
Oral ExpressionOral ComprehensionSpeech ClaritySpeech RecognitionWritten ComprehensionNear Vision
Work styles
Social OrientationDependabilityPerseveranceSelf-ConfidenceAttention to DetailAchievement Orientation
Technology
Operating system softwareCustomer relationship management CRM softwareEnterprise application integration softwareSales and marketing softwareAnalytical or scientific softwareGraphics or photo imaging softwareEnterprise resource planning ERP softwareSpreadsheet softwareOffice suite softwareElectronic mail software
Tasks · seed anchors for statements
  1. Provide customer service by greeting and assisting customers and responding to customer inquiries and complain
  2. Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing
  3. Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
  4. Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
CIP education codes
52.180352.1804

Sources: O*NET v30.2 (CC BY 4.0), SkillsCrosswalk.com, LER.me, Anthropic Economic Index, SAFI (Jadhav & Danve, 2026), WEF Skills Taxonomy 2021, Pathsmith Durable Skills Framework. © 2026 EBSCOed.