Elements and Performance Criteria
- Identify customer needs.
- Accurately identify specific customer needs and preferences, including cultural needs and expectations.
- Identify any customer requirements which, if met, would breach ethical and legal commitments.
- Establish rapport with the customer to promote goodwill and trust.
- Disclose any fees determined by the organisation to ensure charges for sales and product coordination activities are clearly understood by the customer.
- Suggest products to meet customer needs.
- Undertake any required research to source information to meet specific customer needs.
- Tailor product options to the customer's specific needs.
- Make any product suggestions according to current organisation promotional focus and any preferred product arrangements where appropriate.
- Make the customers aware of additional products and options that may enhance their itinerary.
- Provide all options within the appropriate or agreed timeframe.
- Present all options in a format and style most appropriate to the particular customer and according to organisation procedures.
- Provide product information and advice.
- Accurately identify the specific product information and advice needs of the customer.
- Provide current and accurate product information and advice, including relevant product conditions in a timely manner.
- Ensure the scope and depth of the information are appropriate to customer needs.
- Present the information and advice in an appropriate format and style.
- Clearly explain and promote product features and benefits to the customer.
- 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.