Elements and Performance Criteria
- Apply product knowledge
- Identify specific customer types and behaviour
- Customers identified by type.
- Factors influencing specific customer purchase decisions determined.
- Factors influencing an individual's buying behaviour isolated and examined.
- Buying behaviours of different types of customers determined.
- Sales approaches and techniques required for different customer types determined.
- Sales techniques required for customers evidencing specific buying behaviour determined.
- Sell products to customers
- Effective sales approaches and techniques employed whether the customer or the service provider initiates contact.
- Effective sales approach identified and applied given mode of communication used to interact with customer.
- Empathy created between service provider and customer.
- Buying behaviour customer determined.
- Customer need for specific merchandise confirmed and promoted.
- Gather information
- Sell benefits
- Customer needs matched to appropriate products and services.
- Knowledge of products' features and benefits communicated clearly to customers.
- Product use and safety requirements described or where possible demonstrated to customers.
- Customers referred to appropriate product specialist as required.
- Routine customer questions about merchandise, eg. price, price reductions, quality, usage, are answered accurately and honestly or referred to more experienced senior sales staff.
- Overcome objections
- Close sale
- Maximise sales opportunities