Charles Lipps

Sales and marketing professional with 8+ years of customer-facing experience and progressive leadership responsibility. Experienced in consultative selling, lead generation, customer needs analysis, relationship building, sales training, team development, objection handling, closing, follow-up, and performance management. Trained in structured sales methodologies including the Five Steps to a Conversation and Nine Steps to a Sale, with practical experience adapting presentations to customer communication styles, using commitment questions, qualifying prospects, addressing objections, and guiding customers toward informed decisions.

MBA in Marketing with strong communication, leadership, and team-building experience.

Director of Marketing - U.S. Home Pro | Partnered with The Home Depot - OH, NKY, NY, WV, SC, NC & GA

(2018-03)

• Lead sales, marketing, and lead-generation operations across multiple markets; train and manage In-Store Promoters and develop managers and team leaders.
• Train representatives to use the Five Steps to a Conversation as a flexible framework rather than a rigid script, coaching them to use natural language, personalized rebuttals, active listening, and genuine customer connection.
• Apply customer-focused qualification techniques to identify needs, decision-makers, project timing, customer concerns, and next steps while maintaining accurate customer information for confirmations and appointments.
• Coach representatives on rapport building, needs-based questioning, objection handling, rehash/follow-up, and creating a clear path from initial conversation to qualified appointment.
• Use principles from the Nine Steps to a Sale to reinforce structured presentations, customer trust, product value, commitment questions, price/affordability conversations, and closing techniques.
• Adapt coaching and sales presentations to different communication and learning styles using stories, visual presentation materials, pictures, third-party validation, talking pads, and product samples when appropriate.
• Teach sales teams to recognize and address objections as part of the sales conversation, revisit customer-stated priorities, and connect recommendations back to customer needs and budget.
• Recruit, interview, onboard, schedule, train, and develop In-Store Promoters and emerging leaders; managed teams of up to 20 ISPs in one market.
• Conduct daily leadership meetings covering KPIs, game plans, prior-week results, market performance, and strategies to achieve weekly goals.
• Build and maintain relationships with Home Depot store managers, SASMs, kitchen designers, associates, and other store leadership; conduct Product Knowledge sessions and communicate sales results.
• Plan and execute in-store events, display tables, and home shows to increase customer awareness and generate qualified leads; one Cincinnati event was featured on Kiss 107.1 FM.
• Achieved 138 leads with the Cincinnati team in one month—the highest monthly lead total in company history.
• Review MarketSharp and Excel results to evaluate lead performance, identify improvement opportunities, and coach teams using measurable activity and production data.
• Professionally manage performance issues, discipline, and termination procedures while maintaining documentation and respectful communication.

Kitchen Designer - U.S. Home Pro | Partnered with The Home Depot - Cincinnati, OH • Tri-State Market

(2021-07)

• Apply the Nine Steps to a Sale in customer consultations, using a structured but personalized process that builds rapport, analyzes the project, presents solutions, addresses concerns, and guides the customer toward a decision.
• Generate prospective clients through direct customer engagement in Home Depot stores and conduct in-home consultations to identify project needs and recommend appropriate solutions.
• Build trust through active listening, consultative questioning, customer-focused communication, and tailored recommendations.
• Measure and design kitchens, prepare consultation materials, and present remodeling options across cabinets, countertops, backsplashes, accessories, bathrooms, and home organization.
• Use commitment questions throughout consultations to clarify customer priorities, gain agreement on needs, and create a logical path toward a purchase decision.
• Handle objections related to price, affordability, timing, alternative solutions, and financing by acknowledging concerns, clarifying the underlying need, reinforcing value, and presenting appropriate options.
• Present products using stories, visual materials, pictures, physical samples, and other supporting information to better match individual customer learning preferences.
• Use price conditioning and value-based presentation techniques to help customers understand differences among solutions and evaluate options based on long-term value.
• Transition from presentation to closing by summarizing customer needs, reinforcing agreed-upon priorities, discussing incentives and financing, and establishing clear next steps.
• Manage room designs, signed contracts, checks, loans, payment plans, and other customer paperwork with accuracy and attention to detail.

Head Security Guard - House of Orange Security - Covington, KY

(2021-08 - 2023-04)

• Recruited and managed a team of eight security guards while maintaining a professional, customer-focused environment.
• Delivered positive first-contact experiences and used calm, professional communication to de-escalate difficult situations while prioritizing safety.
• Maintained strong attention to detail when monitoring customer activity, IDs, team performance, and operational standards.

Head Cook - Steve's BP Maka Mia Pizza - Miamitown, OH

(2017-04 - 2018-03)

• Opened and closed the store independently while maintaining cleanliness, product quality, and operational standards during high-volume periods.
• Created an easy-to-understand pricing sheet that improved checkout efficiency and accuracy.
• Represented the company positively through energetic customer interactions and a strong focus on customer satisfaction.

Master of Business Administration - Marketing - Mount Saint Joseph University (2023-12)

Bachelor of Science - Business Marketing - Mount Saint Joseph University (2022-05)

High School Diploma - Elder High School