Elements and Performance Criteria

Element

Performance Criteria

1

Establish rapport with customers

1.1

Rapport/relationship with customer established and a genuine interest in customer needs/requirements expressed to enhance customer commitment, trust and credibility of store and to build return customer base.

1.2

Professional ethics maintained with the customer to promote store image and credibility.

1.3

Customer needs and preferences accurately clarified to maximise sales opportunities.

1.4

Sales opportunities maximised by use of add on and complementary sales techniques.

1.5

Customer given space and time to evaluate purchase decision, while time is used to maximum advantage for customer and store.

1.6

Effective methods of closing sales demonstrated.

2

Apply expert knowledge

2.1

Customer provided with accurate information regarding product and service appraisals, correct statements and warranties according to legal requirements.

2.2

Detailed knowledge of supplier and/or manufacturer information provided according to customer needs and within guidelines of commercial confidentiality.

2.3

Product/stock range evaluated, features and benefits of products/services accurately demonstrated where appropriate and recommendations made to the customer to maximise sales potential.

2.4

Customer interest in product/service maximised through price negotiation where applicable and payment/credit options offered according to store policy.

2.5

Prices and/or discounts accurately calculated according to pricing determinants and store policy.

3

Provide post sales support

3.1

Evidence of ongoing support accurately provided as sale is concluded.

3.2

Back up service accurately explained and customer reassured according to legal requirements and store policy.

3.3

Customer provided with store/salesperson's contact details to provide line of contact and customer followed up according to store policy.

3.4

Customer and/or transaction details accurately entered to customer database.

4

Plan sales presentations

4.1

Presentation planned to complement product characteristics.

4.2

Client group selected according to product characteristics and store merchandising policy.

4.3

Promotional materials accessed where required and distributed to client group.

4.4

Range of products/services selected and prepared for presentation to reflect store image, demographics and merchandising plan.

5

Implement sales presentation

5.1

Numbers of support staff, where required, sufficient and adequately briefed for presentation.

5.2

Communication skills applied to effectively create interest, focus attention, encourage customer interaction with individuals and/or groups.

5.3

Products/services demonstrated to create a buying environment.

5.4

Results of sales presentation measured according to predetermined criteria, overall performance reviewed, and results applied to future sales presentations according to store sales policy.

6

Maintain and utilise a customer data base

6.1

Customer confidentiality maintained as required by store policy and legal requirements.

6.2

Customer records accurately developed, regularly maintained and securely stored according to store policies and procedures.

6.3

Regular customers accurately identified and followed up according to store marketing policy.

6.4

Customer records accurately utilised to advise customers on products and services of possible interest.

6.5

Customer clubs and reward schemes implemented where required according to store promotional activities.

7

Deal with difficult customers

7.1

Customer complaints/problems acknowledged and customer supported reassuringly to produce positive outcome.

7.2

Customer encouraged to verbalise issue and active listening used to minimise customer frustration.

7.3

Customer's confidence in the sales assistant and product/service developed to promote long term commitment and trust to store.

7.4

Mutually acceptable resolution of complaint established.