Elements and Performance Criteria
- Research store business or leisure product range.
- Recommend business and leisure products.
- Identify customer requirements through questioning and active listening.
- Identify and evaluate store merchandise relevant to customer requirements.
- Convey technical features and benefits from manufacturer specifications to assist customers buying decisions.
- Demonstrate or explain product application to customers in a systematic manner as required to create a buying environment.
- Apply correct measuring, fitting and sizing procedures where relevant to the store product range.
- Advise on product warranties.
- Clearly explain comparisons between product and manufacturer warranties to customers.
- Access relevant sources of information and explain individual product warranty terms and conditions to customers.
- Provide customers with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties according to store policy and procedures.
- Negotiate price and payment options.
- Convey store recommended retail pricing for various brand options to customers according to store procedures and legislative requirements.
- Negotiate individual product prices according to store policy where necessary to achieve a sale.
- Convey store payment options to customers and negotiate customer preferred options according to store procedures.
- Advise on and arrange product warranty claims, service and repairs.
- Identify warranty, service and repairs process, and accurately describe to customers as required according to store procedures.
- Determine the nature of customer product warranty claims and service or repair requests through questioning and product observation.
- Identify price and timelines for warranty and basic service and repairs and quote to customer where applicable.
- Identify customer details and accurately transcribe to warranty and repair forms according to store procedures and legal requirements.
- Label items for repair and securely store according to store procedure.
- Notify customers without undue delay on completion of service and repairs.