Elements and Performance Criteria
- Identify needs of client.
- Select and use appropriate communication techniques to identify client's particular needs.
- Provide clients with information about range of available pre-need products and services.
- Locate information from other sources or refer clients to appropriate personnel, where information is not immediately available.
- Respond to client needs using sales principles.
- Use product knowledge to match pre-need products or services to client needs.
- Use appropriate communication techniques to provide knowledge of benefits and features of pre-need product or service to clients.
- Provide options and suggestions for personalising available products and services based on client needs.
- Identify, monitor and respond to client buying signals.
- Communicate information on financial requirements and available financing arrangements according to workplace policies and procedures, and relevant legislation.
- Complete sale of pre-need products and services.
- Confirm client decision.
- Identify and access relevant documentation and agreements.
- Complete documentation according to workplace policies and procedures.
- Process financing and non-cash transactions according to workplace policies and procedures, and relevant legislation.
- Check cash transactions and tender change as required.
- Prepare and issue receipts and relevant documents to client.
- File and store documentation according to workplace policies and procedures.