Not applicable.
Not applicable.
Elements and Performance Criteria | |||
Element | Performance Criteria | ||
1 | Identify customer needs | 1.1 | Identify customer needs clearly |
1.2 | Access existing customer records | ||
1.3 | Match products or services to customer needs | ||
1.4 | Present features and benefits of products or services | ||
1.5 | Inform customer of product or service price | ||
1.6 | Refer customer inquiry to appropriate person/area in accordance with policy where customer need cannot be satisfied | ||
1.7 | Follow enterprise sales policy and principles | ||
1.8 | Manage customer objections effectively | ||
2 | Close sales | 2.1 | Reach agreement with the customer on products or services to be purchased |
2.2 | Discuss and agree payment arrangements with customer | ||
2.3 | Advise customer of payment methodology and address for payment where necessary | ||
2.4 | Record and verify credit card details where appropriate | ||
2.5 | Arrange credit checks within policy | ||
2.6 | Discuss and agree on delivery/installation arrangements with the customer | ||
2.7 | Action delivery/installation arrangements | ||
2.8 | Meet privacy requirements during the transaction | ||
2.9 | Identify and act on opportunities for further sales in accordance with enterprise policy | ||
3 | Input sales records | 3.1 | Record details of sales on enterprise systems fully |
3.2 | Amend existing customer records where appropriate | ||
3.3 | Raise invoices where required | ||
3.4 | Record delivery/installation details within policy | ||
3.5 | Assess performance against agreed targets and analyse for future improvement | ||
3.6 | Observe legislation, codes, regulations and standards throughout transaction | ||
Not applicable.
Assessment location and resources
Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.
Critical evidence
Assessment candidates should produce evidence of the following:
Clear and precise understanding of customer needs.
Matching of product/service to customer need.
Prices relating to product/service offered are clearly explained and understood by the customer.
Application of appropriate credit check.
Arrangement of customer payment.
Agreement with customer as to payment and delivery arrangements.
Accurate recording of sales, payment and delivery arrangements.
Skills and knowledge
Customer Service Skills.
Listening Skills.
Interpersonal Skills.
Selling Skills.
Sales Principles.
Enterprise Policies, Procedures and Guidelines.
Enterprise Protocols Associated With Customer Service.
Operational Environment: Customer Base, Company Products and Services.
Operational Systems.
Assessment location and resources
Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.
Critical evidence
Assessment candidates should produce evidence of the following:
Clear and precise understanding of customer needs.
Matching of product/service to customer need.
Prices relating to product/service offered are clearly explained and understood by the customer.
Application of appropriate credit check.
Arrangement of customer payment.
Agreement with customer as to payment and delivery arrangements.
Accurate recording of sales, payment and delivery arrangements.
Skills and knowledge
Customer Service Skills.
Listening Skills.
Interpersonal Skills.
Selling Skills.
Sales Principles.
Enterprise Policies, Procedures and Guidelines.
Enterprise Protocols Associated With Customer Service.
Operational Environment: Customer Base, Company Products and Services.
Operational Systems.
The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.
Policy
Enterprise policies covering sales operations, customer handling, credit, payment and other aspects of sales. Should also take into account legislation and regulation covering sales activity.
Sales
Relate to product/service purchase/provision, upgrade of existing product/service, amendments to previous sale arrangements.
Customer records
Normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems.
Referral procedures
Will vary from enterprise to enterprise.
Payment arrangements
credit card
cheque
money order
cash
payment on delivery
direct debit.
Credit card details
card type
card holder details
card number
expiry date.
Credit checks
Automated or undertaken by sales person or by specialist staff within the enterprise.
Delivery/installation arrangements
delivery address
time of delivery
arrangements for when householder not in attendance
payment on delivery details.
Invoices
Enterprise specific and normally electronically generated in response to appropriate commands entered into the system.
Relevant legislation, codes, regulations and standards include:
Privacy Act
Trade Practices Act
EEO and Anti Discrimination Legislation
Telecommunications Act
Occupational Health and Safety Legislation
Freedom of Information
Consumer Credit Code
The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.
Policy
Enterprise policies covering sales operations, customer handling, credit, payment and other aspects of sales. Should also take into account legislation and regulation covering sales activity.
Sales
Relate to product/service purchase/provision, upgrade of existing product/service, amendments to previous sale arrangements.
Customer records
Normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems.
Referral procedures
Will vary from enterprise to enterprise.
Payment arrangements
credit card
cheque
money order
cash
payment on delivery
direct debit.
Credit card details
card type
card holder details
card number
expiry date.
Credit checks
Automated or undertaken by sales person or by specialist staff within the enterprise.
Delivery/installation arrangements
delivery address
time of delivery
arrangements for when householder not in attendance
payment on delivery details.
Invoices
Enterprise specific and normally electronically generated in response to appropriate commands entered into the system.
Relevant legislation, codes, regulations and standards include:
Privacy Act
Trade Practices Act
EEO and Anti Discrimination Legislation
Telecommunications Act
Occupational Health and Safety Legislation
Freedom of Information
Consumer Credit Code
Not applicable.
Not applicable.
Not applicable.