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Elements and Performance Criteria

1. Develop product and sales knowledge
   • Use, features and application of products and services are researched and clarified as required
   • Customer buying behaviour is researched
   • Experienced sales staff or product information guides are consulted to increase and confirm knowledge of products, services and sales techniques
2. Approach customer and address product or service requirements
   • Customer is approached according to workplace standards and customer behaviour
   • Customer buying motives and requirements are determined, and customer is guided to suitable product, service or specialist as required
   • Routine customer questions about features and benefits of product or service, including use and safety requirements, are responded to or referred to more experienced sales staff
3. Identify and resolve objections
   • Customer objections are identified and acknowledged
   • Solutions to objections are analysed in line with category of objection
   • Solutions to objections are offered within scope of own responsibility and according to workplace procedures
4. Close sale
   • Customer buying signals are monitored, identified and responded to
   • Method of closing sale to encourage customer purchase decision is selected and applied according to workplace procedures
5. Develop product and sales knowledge
   • Use, features and application of products and services are researched and clarified as required
   • Customer buying behaviour is researched
   • Experienced sales staff or product information guides are consulted to increase and confirm knowledge of products, services and sales techniques
6. Approach customer and address product or service requirements
   • Customer is approached according to workplace standards and customer behaviour
   • Customer buying motives and requirements are determined, and customer is guided to suitable product, service or specialist as required
   • Routine customer questions about features and benefits of product or service, including use and safety requirements, are responded to or referred to more experienced sales staff
7. Identify and resolve objections
   • Customer objections are identified and acknowledged
   • Solutions to objections are analysed in line with category of objection
   • Solutions to objections are offered within scope of own responsibility and according to workplace procedures
   • Customer buying signals are monitored, identified and responded to
   • Method of closing sale to encourage customer purchase decision is selected and applied according to workplace procedures

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Customer approach must include:	greeting customer according to workplace conventions and customer service standards conveying a positive impression to encourage customer interest interpreting customer non-verbal communication cues.
Category of objections must include consideration of:	characteristics and features of merchandise price of merchandise.

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Performance Evidence

Before competency can be determined, individuals must demonstrate they can perform the following according to the standards defined in this unit’s elements, performance criteria, range of conditions and foundation skills:

engage with three potential automotive customers and respond to their enquiries regarding product and service features in line with workplace customer service standards

sell automotive products or services to three different customers.

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Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

product and service knowledge applicable to automotive workplace, including:

specific product knowledge for area or section

company merchandise and service range

stock databases and service delivery calendar

equipment safety features

warranties and conditions

price and discounts available

customer types and needs, including:

customer behaviour and cues

customer buying motivations, including functional and emotional motivation

demographics, lifestyle and income

individual and cultural differences

key features of automotive industry codes of practice and statutory requirements that are reflected in workplace procedures relating to:

sale of products and services

consumer rights and protection

sales techniques relating to selling products and services in an automotive workplace, including:

techniques for opening and closing a sale

recognising buying signals

overcoming customer objections

strategies to focus customers on specific merchandise

common workplace procedures relating to:

analysing individual and workplace sales performance

handling customer complaints.

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