ELEMENT

PERFORMANCE CRITERIA

1

Monitor, maintain and improve sales and service delivery.

1.1

Implement, communicate and review policies and procedures for sales and service delivery on a regular basis.

1.2

Maintain adequate resource allocation for client service provision in line with store policy and procedures.

1.3

Resolve customer complaints that have been referred by staff, according to store policy.

1.4

Ensure sales and service targets and plans are consistent with quality and functional specifications.

1.5

Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.

1.6

Communicate sales and service targets and plans to relevant personnel according to implementation schedules.

1.7

Provide feedback to staff on operations and outcomes.

1.8

Encourage staff to take responsibility for meeting customer requirements.

1.9

Seek and use feedback from customers to improve future operations.

1.10

Take corrective measures to minimise factors that may cause disruption to operations.

1.11

Monitor and evaluate effectiveness of corrective actions for future operational planning.

1.12

Ensure current and accurate records on sales are available to authorised personnel.

1.13

Interpret and act on relevant reports as required.

2

Negotiate supply of goods.

2.1

Negotiate and implement arrangements with suppliers according to store policies and procedures and communicate to relevant personnel.

2.2

Authorise and communicate special pricing arrangements and customer payment agreements to relevant staff and management personnel according to store policy.

2.3

Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.

2.4

Identify and communicate to relevant personnel market factors affecting supply.

2.5

Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.

2.6

Take immediate corrective action where potential or actual problems with supply are indicated.

2.7

Identify and develop new suppliers to maintain and improve sales and service delivery.

3

Establish customer requirements.

3.1

Plan and develop strategies to enhance provision of customer service according to store policy.

3.2

Research and accurately analyse customer needs in regard to local geographic and cultural issues.

4

Provide productive work environment.

4.1

Establish and maintain a sufficient supply of resources of the necessary quantity and quality to meet customer requirements.

4.2

Regulate and monitor access to and use of resources for maximum efficiency.

4.3

Maintain staff working conditions that meet requirements of relevant legislation and store policy.

4.4

Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.

4.5

Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.

4.6

Communicate recommendations for improving conditions to relevant personnel within designated timeframe.

4.7

Maintain complete, accurate records and make them available to authorised personnel.