Elements and Performance Criteria
- Analyse customer expectations of high value sales experiences.
- Review demographics of customer target groups and analyse relevant industry information regarding behaviour and preferences of different demographic groups.
- Analyse organisation’s customer relationship management information to identify customer preferences relating to sales experience.
- Explore personal and team members’ experience and perceptions of customers’ expectations of, and responses to, sales experience.
- Consider findings and record a range of customer expectations of sales experience.
- Consult with relevant staff and select specific customer expectations that the organisation will commit to meeting.
- Ensure sales environment meet customer expectations.
- Review store environment against selected customer expectations and identify improvements to be implemented in consultation with relevant personnel.
- Review store positioning and promotion in relation to customer expectations and identify and propose improvements in consultation with relevant personnel.
- Review customer service procedures and communication protocols in relation to customer expectations and identify improvements to be implemented in consultation with relevant personnel.
- Participate in implementation of improvements according to workplace requirements.
- Develop customer service relationships.
- Lead team to review behaviour and preferences of customers and identify responsive customer service strategies.
- Lead team to analyse exemplary sales outcomes and identify positive customer service strategies to be incorporated into store procedures.
- Lead team to analyse customer interactions resulting in non-closure of sales to identify potential strategies to retrieve sales.
- Lead team to research, select and implement strategies to build brand loyalty and repeat business.
- Provide modelling and coaching to team members in closing high value and complex sales.