Elements and Performance Criteria
- Prepare for sales presentation
- Obtain and organise products, ideas and services for use within sales presentation
- Review product information to ensure familiarity with products
- Identify sales tactics, and assess and choose options that meet needs and preferences of the prospect
- Consider variety of sales solutions and prepare to meet buyer needs
- Identify and select sales aids
- Identify alternatives for prospects and assess in relation to anticipated buyer needs
- Present sales solution
- Use gestures, posture, body language, facial expressions and voice to create a supportive selling environment
- Use listening skills and open-ended questions to identify buyer needs, preferences, motives and objections
- Adjust presentation to match needs and preferences of buyer
- Use persuasive communication techniques to secure buyer interest
- Ensure presentation demonstrates and communicates key features of product and emphasises benefits in relation to identified buyer needs
- Obtain and present proof of benefits through product purchase
- Use sales aids to build buyer understanding of how product aligns with needs
- Respond to buyer signals
- Identify and assess verbal and non-verbal buying signals
- Use probing to identify source of buyer resistance
- Identify strengths and limitations of buyer resistance strategies
- Select and implement strategy for managing buyer resistance
- Use trial closes strategically during different stages of sales process
- Negotiate and finalise sale
- Initiate formal close to sales process following one or more trial closes
- Select strategy to close sale, and use supportive and confirming language to support closure
- Negotiate conditions of agreement, outline a summary of agreement to buyer, and confirm buyer’s decision
- Provide advice on financing arrangements, if required
- Prepare and complete sales documents, and process and monitor client order
- Identify and present cross-selling opportunities to buyer
- Support post-sale activities
- Ensure contact is made with buyer post-sale to ensure agreed expectations have been met
- Provide technical assistance or advice and assist clients to access appropriate after-sales support
- Use feedback solicitation regarding sales process and product satisfaction
- Address and resolve service problems and difficulties identified through feedback
- Develop and implement client loyalty strategies to secure buyer loyalty and facilitate ongoing contact
- Offer and implement additional sales solutions and benefits to clients when opportunities arise