Elements and Performance Criteria
- Develop knowledge of the product and service range.
- Access current and accurate information on organisation’s range of products and services.
- Interpret information on features, benefits and customer costs and compare various products and services.
- Use product information to develop knowledge of product performance, purpose and directions for use.
- Check regularly for new additions or changes to range and update knowledge.
- Recommend products and services.
- Use questioning and active listening to determine customer requirements and preferences.
- Select and suggest products and services suited to customer requirements.
- Describe features and benefits of products and services to encourage purchase.
- Provide information on product or service performance, purpose and directions for use according to product information.
- Identify and utilise opportunities to demonstrate and apply products to customers.
- Respond to customer queries and provide appropriate scope and depth of information to satisfy needs.
- Encourage and confirm customer bookings for organisation’s service range.