Elements and Performance Criteria
- Process order
- Deliver support to agreed expectations
- Provide technical assistance and/or advice in relation to the product purchased
- Handle defective returns in accordance with organisational requirements
- Provide information to facilitate product repair, support or servicing
- Provide liaison services to assist clients to access appropriate after-sales support
- Handle client feedback
- Clarify and confirm feedback with clients
- Determine client's needs and requirements
- Identify and evaluate possible responses to client feedback
- Respond to client needs and requirements in accordance with organisational policies and procedures
- Make contact with client to ensure the response is satisfactory
- Strengthen client relationships
- Offer additional benefits to clients
- Develop and implement client loyalty strategies to secure buyer loyalty and to facilitate ongoing contact
- Contact buyer regularly post-sale at an appropriate level to maintain relationship and to identify new sales and cross-selling opportunities
- Offer additional sales solutions and benefits to clients when opportunities arise