Elements and Performance Criteria
- Develop and apply product knowledge.
- Develop product knowledge by accessing relevant sourcesof information and confirm with relevant staff.
- Apply knowledge of the use and application of relevant products and services in interactions with customers according to store policy and legislative requirements.
- Identify gaps in product knowledge and resolve by accessing relevant sources of information.
- Approach customer.
- Identify customers by name where possible.
- Develop knowledge of customer buying behaviour by accessing relevant sources of information.
- Determine and apply appropriate timing of customer approach according to store policy and customer behaviour.
- Initiate customer contact according to store policy.
- Convey a positive impression to encourage customer interest according to store policy.
- Gather and respond to information.
- Sell benefits.
- Match customer needs to appropriate products and services.
- Communicate knowledge of product features and benefits clearly to customers.
- Describe product use and safety requirements to customers.
- Refer customers to appropriate product specialist as required.
- Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff.
- Overcome objections.
- Identify and acknowledge customer objections according to store policy.
- Categorise objections into price, time and merchandise characteristics and consider solutions.
- Offer solutions to customer objections according to store policy.
- Apply problem solving within personal scope of responsibilities to overcome customer objections or refer to senior staff.
- Close sale.
- Maximise sales opportunities.