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Elements and Performance Criteria

1. Engage customer and identify potential sale
   • Welcoming customer environment is maintained and customer is approached in a timely and professional manner according to workplace procedures
   • Appropriate interpersonal skills are used to engage the customer
   • Customer needs and expectations for specific products and services are identified through questioning and active listening
2. Present and demonstrate product or service to customer
   • Product or service options that best meet customer needs are selected
   • Product or service features, functions and accessories are explained and demonstrated, eliciting customer interaction
   • Customers are given the opportunity, if appropriate, to test or trial the product or service
   • Customers are assisted to identify their preferred option
3. Obtain customer agreement to purchase product or service
   • Price for product or service is discussed or negotiated and agreed
   • Sale is made using appropriate closing technique
   • Sale is processed and documented according to workplace procedures
4. Complete transaction and customer follow-up procedures
   • Product or service transaction is supplied or delivered to customer according to supplier specifications and workplace delivery procedures
   • Customer satisfaction is determined and remedial action is taken as required to maximise repeat business or referral opportunities
   • Opportunities for value adding or repeat sales are identified and follow-up action is taken as required
   • Customer records are completed and plans are developed for follow-up of potential new sales of products and services
5. Engage customer and identify potential sale
   • Welcoming customer environment is maintained and customer is approached in a timely and professional manner according to workplace procedures
   • Appropriate interpersonal skills are used to engage the customer
   • Customer needs and expectations for specific products and services are identified through questioning and active listening
6. Present and demonstrate product or service to customer
   • Product or service options that best meet customer needs are selected
   • Product or service features, functions and accessories are explained and demonstrated, eliciting customer interaction
   • Customers are given the opportunity, if appropriate, to test or trial the product or service
   • Customers are assisted to identify their preferred option
7. Obtain customer agreement to purchase product or service
   • Price for product or service is discussed or negotiated and agreed
   • Sale is made using appropriate closing technique
   • Sale is processed and documented according to workplace procedures
8. Complete transaction and customer follow-up procedures
   • Product or service transaction is supplied or delivered to customer according to supplier specifications and workplace delivery procedures
   • Customer satisfaction is determined and remedial action is taken as required to maximise repeat business or referral opportunities
   • Opportunities for value adding or repeat sales are identified and follow-up action is taken as required
   • Customer records are completed and plans are developed for follow-up of potential new sales of products and services

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.

There is no Range of Conditions for this unit.

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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 and foundation skills:

sell automotive products or services to three different customers in an automotive sales and service workplace or simulated location.

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Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

sales communication techniques, including:

customer buying signals

effective face-to-face and telephone selling techniques

upselling and value adding sales techniques

active listening and questioning techniques

strategies for dealing with dissatisfied customers

key features of loyalty programs and strategies for encouraging repeat business

workplace procedures relating to:

sales processes

dealing with customers

complaints handling

consumer rights and responsibilities

key features of point-of-sale equipment, stock databases and service delivery calendars

key legal requirements relating to selling automotive products and services, including obligations under the Australian Consumer Law (ACL).

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