Elements and Performance Criteria
- Apply product knowledge.
- Identify specific customer types and behaviour.
- Identify customers by type.
- Determine factors influencing specific customer purchase decisions.
- Isolate and examine factors influencing an individual's buying behaviour.
- Determine buying behaviours of different types of customers.
- Determine sales approaches and techniques required for different customer types.
- Determine sales techniques required for customers evidencing specific buying behaviour.
- Sell products and services to customers.
- Employ effective sales approaches and techniques whether the customer or the organisation initiates contact.
- Identify effective sales approach and apply given mode of communication to interact with customer.
- Create empathy between organisation and customer.
- Determine buying behaviour of customer.
- Confirm and promote customer need for specific merchandise.
- Gather information.
- Sell benefits.
- Match customer needs to appropriate products and services.
- Clearly communicate knowledge of product features and benefits to customers.
- Describe product use and safety requirements and, where possible, demonstrate to customers.
- Refer customers to appropriate product specialist as required.
- Answer routine customer questions about merchandise accurately and honestly or refer to more experienced senior sales staff.
- Overcome objections.
- Close sale.
- Maximise sales opportunities.