Build relationships with customers

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SIRXSLS004A, 'Build relationships with customers'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Build relationships with customers' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1

Establish rapport with customers.

1.1

Establish rapport and relationship with customer and express a genuine interest in customer needs and requirements to enhance customer commitment, trust and credibility of store and to build return customer base.

1.2

Maintain professional ethics with the customer to promote store image and credibility.

1.3

Accurately clarify customer needs and preferences to maximise sales opportunities.

1.4

Maximise sales opportunities by use of add-on and complementary sales techniques.

1.5

Give customer space and time to evaluate purchase decision, while using time to maximum advantage for customer and store.

1.6

Use effective methods to close sales.

2

Apply expert knowledge.

2.1

Provide customer with accurate information regarding product and service appraisals, correct statements and warranties according to legislative requirements.

2.2

Provide detailed knowledge of supplier or manufacturer information according to customer needs and commercial confidentiality guidelines.

2.3

Evaluate product range, accurately demonstrate features and benefits of products or services where appropriate and make recommendations to the customer to maximise sales potential.

2.4

Maximise customer interest in product or service through price negotiation where applicable and offer payment and credit options according to store policy.

2.5

Accurately calculate prices and discounts according to pricing determinants and store policy.

3

Provide post sales support.

3.1

Accurately provide evidence of ongoing support as sale is concluded.

3.2

Accurately explain back-up service and reassure customer according to legislative requirements and store policy.

3.3

Provide customer with store or salesperson's contact details to provide line of contact and customer followed up according to store policy.

3.4

Accurately enter customer and transaction details into customer database.

4

Plan sales presentations.

4.1

Plan presentation to complement product characteristics.

4.2

Select client group according to product characteristics and store merchandising policy.

4.3

Access promotional materials where required and distribute to client group.

4.4

Select and prepare a range of products or services for presentation to reflect store image, demographics and merchandising plan.

5

Implement sales presentation.

5.1

Ensure sufficient numbers of adequately briefed support staff, where required for a presentation.

5.2

Apply communication skills to effectively create interest, focus attention, and encourage customer interaction with individuals or groups.

5.3

Demonstrate products or services to create a buying environment.

5.4

Measure results of sales presentation according to predetermined criteria, review overall performance and results, and apply information to enhance future sales presentations according to store sales policy.

6

Maintain and utilise a customer database.

6.1

Maintain customer confidentiality as required by store policy and legislative requirements.

6.2

Develop and maintain accurate customer records and store securely according to store policy and procedures.

6.3

Accurately identify and follow up regular customers according to store marketing policy.

6.4

Accurately utilise customer records to advise customers on products and services of possible interest.

6.5

Implement customer loyalty schemes where required according to store promotional activities.

7

Deal with difficult customers.

7.1

Acknowledge customer complaints and problems and reassuringly support difficult customers to produce positive outcome.

7.2

Use questioning and active listening to encourage customer to verbalise issue and minimise customer frustration.

7.3

Develop customer's confidence in the candidate and product or service to promote long-term trust and commitment to store.

7.4

Establish mutually acceptable resolution of complaint.


Qualifications and Skillsets

SIRXSLS004A appears in the following qualifications:

  • LMF31908 - Certificate III in Interior Decoration (Retail Services)
  • LMF32009 - Certificate III in Kitchens and Bathrooms (Client Services)
  • WRH40109 - Certificate IV in Hairdressing
  • FPI30605 - Certificate III in Timber Merchandising
  • SIB50110 - Diploma of Beauty Therapy
  • SIB40110 - Certificate IV in Beauty Therapy
  • AHC32710 - Certificate III in Rural Merchandising
  • AHC32410 - Certificate III in Irrigation
  • AHC40210 - Certificate IV in Poultry Production
  • AHC31210 - Certificate III in Retail Nursery
  • SIR30107 - Certificate III in Community Pharmacy
  • SIR30207 - Certificate III in Retail
  • SIR30307 - Certificate III in Wholesale
  • SIR40107 - Certificate IV in Community Pharmacy