Elements and Performance Criteria
- Prepare for a sales presentation
- Obtain and organise products, ideas and services for use within a sales presentation
- Review product information to ensure familiarity with products
- Identify sales tactic options, and assess and choose them in terms of their ability to meet the needs and preferences of the prospect
- Consider a variety of sales solutions and prepare to meet buyer needs
- Identify and select sales aids
- Identify alternatives for prospects and assess them in relation to anticipated buyer needs
- Present a sales solution
- Use gestures, posture, body language, facial expressions and voice to create a supportive selling environment
- Use listening skills and open-ended questions to identify buyer needs, preferences, motives and objections
- Adjust presentation to match the needs and preferences of the buyer
- Use persuasive communication techniques to secure buyer interest
- Ensure the presentation demonstrates and communicates the key features of the product and emphasises benefits in relation to identified buyer needs
- Obtain and present proof of benefits through product purchase
- Use sales aids to build buyer understanding of how the product is aligned with needs
- Respond to buyer signals
- Identify and assess verbal and non-verbal buying signals
- Use probing to identify source of buyer resistance
- Identify the strengths and limitations of buyer resistance strategies
- Select and implement a strategy for managing buyer resistance
- Use trial closes strategically during different stages of the sales process
- Negotiate and finalise the sale
- Initiate formal close to the sales process following one or more trial closes
- Select a strategy to close the sale and use supportive and confirming language to support the closure of the sales process
- Negotiate conditions of the agreement, outline a summary of the agreement to the buyer, and confirm the buyer's decision
- Provide advice on financing arrangements if required
- Prepare and complete sales documents, and process and monitor client order
- Identify and present cross-selling opportunities to the buyer
- Support post-sale activities
- Ensure contact is made with the buyer post-sale to ensure agreed expectations have been met
- Provide technical assistance or advice and assist clients to access appropriate after-sales support
- Use feedback solicitation methods on the sales process and product satisfaction
- Address and resolve service problems and difficulties identified through feedback
- Develop and implement client loyalty strategies to secure buyer loyalty and facilitate ongoing contact
- Offer and implement additional sales solutions and benefits to clients when opportunities arise