Elements and Performance Criteria
- Establish rapport with customers.
- Establish rapport and relationship with customer and express a genuine interest in customer needs and requirements to enhance customer commitment, trust and credibility of store and to build return customer base.
- Maintain professional ethics with the customer to promote store image and credibility.
- Accurately clarify customer needs and preferences to maximise sales opportunities.
- Maximise sales opportunities by use of add-on and complementary sales techniques.
- Give customer space and time to evaluate purchase decision, while using time to maximum advantage for customer and store.
- Use effective methods to close sales.
- Apply expert knowledge.
- Provide customer with accurate information regarding product and service appraisals, correct statements and warranties according to legislative requirements.
- Provide detailed knowledge of supplier or manufacturer information according to customer needs and commercial confidentiality guidelines.
- Evaluate product range, accurately demonstrate features and benefits of products or services where appropriate and make recommendations to the customer to maximise sales potential.
- Maximise customer interest in product or service through price negotiation where applicable and offer payment and credit options according to store policy.
- Accurately calculate prices and discounts according to pricing determinants and store policy.
- Provide post sales support.
- Accurately provide evidence of ongoing support as sale is concluded.
- Accurately explain back-up service and reassure customer according to legislative requirements and store policy.
- Provide customer with store or salesperson's contact details to provide line of contact and customer followed up according to store policy.
- Accurately enter customer and transaction details into customer database.
- Plan sales presentations.
- Plan presentation to complement product characteristics.
- Select client group according to product characteristics and store merchandising policy.
- Access promotional materials where required and distribute to client group.
- Select and prepare a range of products or services for presentation to reflect store image, demographics and merchandising plan.
- Implement sales presentation.
- Ensure sufficient numbers of adequately briefed support staff, where required for a presentation.
- Apply communication skills to effectively create interest, focus attention, and encourage customer interaction with individuals or groups.
- Demonstrate products or services to create a buying environment.
- Measure results of sales presentation according to predetermined criteria, review overall performance and results, and apply information to enhance future sales presentations according to store sales policy.
- Maintain and utilise a customer database.
- Maintain customer confidentiality as required by store policy and legislative requirements.
- Develop and maintain accurate customer records and store securely according to store policy and procedures.
- Accurately identify and follow up regular customers according to store marketing policy.
- Accurately utilise customer records to advise customers on products and services of possible interest.
- Implement customer loyalty schemes where required according to store promotional activities.
- Deal with difficult customers.
- Acknowledge customer complaints and problems and reassuringly support difficult customers to produce positive outcome.
- Use questioning and active listening to encourage customer to verbalise issue and minimise customer frustration.
- Develop customer's confidence in the candidate and product or service to promote long-term trust and commitment to store.
- Establish mutually acceptable resolution of complaint.