Elements

Performance Criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop and maintain knowledge of flooring products and services

1.1 Research current information on floor covering products and services from authoritative sources

1.2 Identify characteristics of floor covering products and services using available product and service documentation

1.3 Document and maintain information on floor covering products and services in a format consistent with organisational requirements

1.4 Use knowledge to improve quality within personal work areas

2. Identify customer needs

2.1 Question customers in detail and use active listening to determine product and/or service requirements

2.2 Offer accurate technical and/or specialist advice to the customer to support sales activity and customer understanding and decision making

2.3 Establish customer's financial limitations and expectations for flooring product purchase

2.4 Discuss and confirm customer needs based on information gathered

3. Recommend flooring products and services

3.1 Make recommendations consistent with organisational requirements and customer needs

3.2 Promote advantages of product and organisation based on knowledge of produce features and services offered

3.3 Verify evidence in support of recommendations and present in a suitable format

3.4 Estimate impact of activities from verifiable customer feedback sources