Elements and Performance Criteria
- Identify customer needs
- Question customers in detail and listen actively to determine product and service requirements
- Verify and agree customer needs with customer
- Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to closing of the sale and customer understanding and decision-making
- Identify customer’s financial limitations
- Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer
- Respond to customer needs
- Prepare, present and discuss estimates and quotes with customer, as role permits
- Fully explain benefits of various options and pricing structures to customer
- Give customer opportunity to question options and quotes provided
- Promote advantages of dealing with the organisation
- Manage customer objections effectively by promoting specific benefits
- Close sales
- Agree on product or service to be purchased with customer
- Establish customer’s preferred purchase and payment arrangements
- 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 engagement and sale
- Input sales records
- Provide sales support where required