Elements and Performance Criteria
- Develop and maintain knowledge of flooring products and services
- Research current information on floor covering products and services from authoritative sources
- Identify characteristics of floor covering products and services using available product and service documentation
- Document and maintain information on floor covering products and services in a format consistent with organisational requirements
- Use knowledge to improve quality within personal work areas
- Identify customer needs
- Question customers in detail and use active listening to determine product and/or service requirements
- Offer accurate technical and/or specialist advice to the customer to support sales activity and customer understanding and decision making
- Establish customer's financial limitations and expectations for flooring product purchase
- Discuss and confirm customer needs based on information gathered
- Recommend flooring products and services
- Make recommendations consistent with organisational requirements and customer needs
- Promote advantages of product and organisation based on knowledge of produce features and services offered
- Verify evidence in support of recommendations and present in a suitable format
- Estimate impact of activities from verifiable customer feedback sources