Elements and Performance Criteria
- Identify customer needs
- Question customers in detail and listen actively to determine product/service requirements
- Verify and agree customer needs with the customer
- Access existing customer records
- Offer technical/specialist advice to customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making
- Identify customer's financial limitations
- Discuss estimates and quotes with specialist staff if necessary, prior to submission to customer
- Prepare, present and discuss estimates/quotes with customer, as the role permits
- Explain fully, benefits of the various options
- Explain fully, pricing structures to the customer
- Give customers the opportunity to question options/quotes provided
- Promote advantages of dealing with the enterprise
- Manage customer objections effectively by promotion of specific benefits
- Close sales
- Agree on product/service to be purchased with the customer
- Clearly establish customer's preferred purchase/payment arrangements
- Accurately finalise documentation relating to sale and forward to customer for agreement and signature
- Negotiate and arrange payment method with customer
- Conduct appropriate credit checks
- Clearly record delivery/installation arrangements as agreed with customer
- Comply with relevant legislation, codes, regulations and standards during the contact and sale
- Input sales records
- Provide sales support where required