Note: The following required skills should be applied as appropriate to the equipment and processes that are used in the particular winery or workplace. Ability to: acess workplace information to identify products and services, selling requirements and develop product and service knowledge cnfirm supply of necessary products and services laise with other work areas pepare products and services as required ientify out-of-specification products and services or non-compliance with workplace or legal requirements tke corrective action in response to out-of-specification products or services or non-compliance with workplace or legal requirements rport and/or record corrective action cnsistently apply appropriate and effective sales approaches. This should take into account workplace policy and procedures, customer behaviour or buying signals and other cellar door activity. The approach should include appropriate and effective: timing comments and questions style, image and interest listening techniques starting point for product focus acurately determine customer needs and buying motives. This may include: questioning techniques active listening skills product tasting strategy observation of customer behaviour or details identify appropriate product or service features and match associated benefits to customer’s needs consistently apply detailed and specialised product knowledge to provide accurate advice according to the needs of the customer. This should demonstrate consideration of the amount of detail required and appropriate terminology seek information from product or service resources as appropriate (e.g. specialist or experienced colleagues, other enterprise departments, product manufacturer or service provider) overcome customer objections. This will include: accurately identifying objections (e.g. taste, style, price and delivery) applying problem-solving techniques and product or services knowledge to identify possible solutions or alternatives offering solutions or alternatives for customer consideration close sale effectively and appropriately. This should include: recognising and responding to customer buying signals providing advice and encouragement to facilitate the customer’s decision to buy recognising when a sale is inappropriate and using alternative techniques to ensure customer leaves with a positive image of the brand or enterprise maximise sales opportunities. The sales opportunities should be of the brand or enterprise products in this or other retail outlets. Activity may include: recognising opportunities for additional sales through effective listening, questioning and observation techniques identifying relevant complementary products or services and informing the customers when appropriate conveying the appropriate brand or enterprise image at all times through presentation and behaviour evaluating and proactively improving customer service and sales techniques handle difficult customers consistently apply workplace policy and procedures and industry codes of practice in regard to customer service and selling products and services develop, maintain and convey product and service knowledge to customers and other staff members as required research and make comparisons between products and services. This should include: own products and services products and services of appropriate competitors local and regional variations price characteristics or style (e.g. vintage variation) comparisons with key international products, if required record workplace information maintain work area to meet housekeeping standards use oral communication skills/language to fulfil the job role as specified by the organisation, including questioning, active listening, asking for clarification and seeking advice from supervisor work cooperatively within a culturally diverse workforce. |