Elements and Performance Criteria
- Develop product and service knowledge.
- Identify and access sources of information on products and services.
- Interpret information about availability, features and benefits of products and services.
- Compare products and services based on product information.
- Identify and use opportunities to update knowledge for the product and service range.
- Respond to customer requests.
- Answer customer questions about products and services with current and accurate information.
- Use questions to clarify customer information needs.
- Explain product and service details using clear communication.
- Source additional information when answer to customer request is unknown or refer to relevant colleagues.
- Enhance information provided.