Elements and Performance Criteria
- Identify customer product needs.
- Establish rapport with customer to promote goodwill and trust.
- Determine customer needs and preferences, including cultural preferences and expectations.
- Identify appropriate products to meet customer needs and specific information and advice relevant to these products.
- Identify any customer requests which, if met, would breach ethical and legal commitments.
- Suggest products that meet customer needs.
- Use product knowledge to tailor product options to specific customer needs.
- Make any product suggestions according to current promotional focus and organisational preferred product arrangements.
- Make customer aware of additional products that may enhance their request and maximise the sale profitability.
- Source additional information to meet specific customer needs.
- Provide specific product information and advice.
- Provide appropriate scope and depth of current and accurate product information and advice, including relevant product conditions, to meet customer needs.
- Suggest alternative products if desired products are unavailable.
- Promptly present all options in a clear format and style.
- Disclose any sales and product coordination fees in a clear and accessible manner.
- Sell the product.
- Clearly explain and promote product features and benefits.
- Provide additional information to address customer questions and objections.
- Select and use techniques at the appropriate time to close the sale with the customer.
- Identify and act on opportunities to enhance the quality of service to customers.
- Follow up sales opportunities.