Elements and Performance Criteria
- Develop product and sales knowledge
- 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
- Identify and resolve objections
- Close sale
- Develop product and sales knowledge
- 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
- 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