ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Identify customer needs

1.1 Question customers in detail and listen actively to determine product and service requirements

1.2 Verify and agree customer needs with customer

1.3 Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to closing of the sale and customer understanding and decision-making

1.4 Identify customer’s financial limitations

1.5 Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer

2 Respond to customer needs

2.1 Prepare, present and discuss estimates and quotes with customer, as role permits

2.2 Fully explain benefits of various options and pricing structures to customer

2.3 Give customer opportunity to question options and quotes provided

2.4 Promote advantages of dealing with the organisation

2.5 Manage customer objections effectively by promoting specific benefits

3 Close sales

3.1 Agree on product or service to be purchased with customer

3.2 Establish customer’s preferred purchase and payment arrangements

3.3 Finalise documentation relating to sale and forward to customer for agreement and signature

3.4 Negotiate and arrange payment method with customer

3.5 Conduct appropriate credit checks

3.6 Clearly record delivery/installation arrangements as agreed with customer

3.7 Comply with relevant legislation, codes, regulations and standards during engagement and sale

4 Input sales records

4.1 Fully record details of sale

4.2 Amend existing customer records where appropriate

4.3 Initiate invoices according to organisational policy

4.4 Organise delivery/installation according to organisational policy

5 Provide sales support where required

5.1 Verify customer satisfaction after delivery/installation

5.2 Identify additional action to satisfy customer needs

5.3 Initiate action in an efficient and timely manner

Skill

Performance

Criteria

Description

Reading

1.3

Recognises and interprets textual information from relevant sources to determine customer requirements

Writing

3.3, 3.6, 4.1-4.3

Prepares specific information, in formats required by organisation, to conduct and close sales

Oral Communication

1.1-1.3, 2.1-2.3, 3.1, 3.2, 3.4, 3.6, 5.1

Articulates clearly using specific and relevant language suitable to audience to convey requirements, and listening and questioning to confirm understanding

Elicits views and opinions of others by listening and questioning

Numeracy

1.4, 2.1, 2.2, 3.4, 3.5

Interprets numerical information and applies basic mathematical calculations relating to estimates and quotes

Extracts, evaluates and compares numerical information

Navigate the world of work

3.7, 4.4

Takes personal responsibility for adherence to legal/regulatory requirements and organisational policy in planning and undertaking work

Interact with others

1.1-1.5, 2.1-2.5, 3.1, 3.2, 3.4, 5.1, 5.2

Selects and uses appropriate conventions and protocols when communicating with customers and relevant authorities

Recognises importance of establishing rapport to engage customers and provide effective service solutions in complex situations

Get the work done

1.3, 2.1, 3.3, 3.5, 3.6, 4.1-4.4, 5.1-5.3

Plans and implements customer sales tasks, accepting stated goals and aiming to achieve them efficiently

Uses systematic, analytical processes to gather relevant credit information

Recognises and takes responsibility for anticipating and addressing predictable problems to achieve customer satisfaction promptly

Uses familiar digital systems and tools to access, organise, analyse, record and display information relevant to customer sales activities