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Elements and Performance Criteria

1. Identify customer needs
   • Use interpersonal skills to identify customer needs
   • Handle customer enquiries courteously and promptly in accordance with enterprise procedures and industry requirements
   • Match available products to customer needs
   • Research and update knowledge and understanding of machinery and related products from authoritative sources
   • Research local enterprise and district requirements for machinery and related products
2. Provide product advice
   • Provide advice that addresses customer needs in a timely and professional manner and is in line with enterprise and legislative requirements
   • Exhibit or demonstrate products to customer
   • Address customers concerns and questions
   • Provide relevant safety information to the customer for recommended products
   • Prepare and supply quotations
3. Sell products
   • Complete sales in to customer's satisfaction in accordance with enterprise and legislative requirements
   • Identify and respond to opportunities for add-on and repeat sales
   • Monitor sales results against specified criteria
   • Review sales techniques to enhance future sales results
4. Handle and maintain products
   • Handle and store products safely and efficiently in line with manufacturer, enterprise and work health and safety requirements
   • Complete documentation
   • Monitor stock levels and follow re-ordering procedures

Range Statement

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Performance Evidence

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

advise customers as to the most appropriate products for their specific application/environment

engage with and give advice to customers

research product and supplier information

ensure that the advice, product type, application and suitability are understood by the customer

encourage add on sales

organise the demonstration of products

represent the enterprise in a professional manner when dealing with customers

follow enterprise work health and safety policies

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Knowledge Evidence

The candidate must demonstrate knowledge of:

customer service and selling techniques

systems and procedures for the safe handling of machinery

enterprises business values, structure, products and services

industry terminology for products

machinery and related products requirements of local district industry

industry trends and improved practices in relation to machinery usage and equipment

systems and procedures for the safe handling of machinery and parts

manufacturers product recommendations and warranty requirements

relevant work health and safety, industry, fair trading, trade practices, and sales of goods legislation

relevant components of State/Territory Acts relating to machinery and its use

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