Elements and Performance Criteria
- Establish customer needs.
- Connect with the customer within designated response times and establish rapport.
- Use questioning and active listening to facilitate effective two-way communication.
- Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues.
- Determine and clarify customer preferences, needs and expectations.
- Provide advice on products and services.
- Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable.
- Clearly explain and promote product and service features and benefits where relevant.
- Advise on promotional events where relevant.
- Provide additional information to address customer questions and objections.
- Offer comparisons to competitor product or service range as required.
- Collaborate with the customer to determine product or service option most suited to their needs.
- Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale.
- Facilitate the sale of products and services.
- Select and use appropriate techniques to close sale.
- Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures.
- Farewell customer on leaving, and invite to return.
- Provide any required after sales service according to organisational procedures.