From Package: Retail Services
What you get
This training covers the performance outcomes, skills and knowledge required to develop and maintain expert knowledge to provide accurate product information to customers, including post-sales support.
The skills include:
- analysis and sales techniques to plan and implement sales presentations
- build positive relationships with customers
- resolve customer complaints to ensure positive business outcomes
|By the end of this training course, participants will:|
|1. Develop relationships with customers||
1.1 Establish rapport with customers and express genuine interest to clarify customer requirements and enhance outcomes.
1.2 Maintain professional ethics with the customer to promote store image and credibility.
1.3 Identify customer needs and preferences to maximize sales opportunities.
1.4 Maximize sales opportunities by use of add-on and complementary sales techniques.
1.5 Give customer space and time to evaluate purchase decision, while using time to maximum advantage for customer and store.
1.6 Use effective methods to close sales.
|2. Apply expert knowledge||
2.1 Provide customer with accurate information regarding product and service appraisals, correct statements and warranties according to legislative requirements.
2.2 Provide detailed knowledge of supplier or manufacturer information according to customer needs and commercial confidentiality guidelines.
2.3 Provide evaluation of product range, demonstrate features and benefits of products or services where appropriate, and make recommendations to the customer to maximize sales potential.
2.4 Maximize customer interest in product or service through price negotiation where applicable and offer payment and credit options according to store policy.
2.5 Calculate prices and discounts according to pricing determinants and store policy.
|3. Provide post-sales support||
3.1 Provide evidence of ongoing support as sale is concluded.
3.2 Explain back-up service and reassure customer according to legislative requirements and store policy.
3.3 Provide customer with store or salesperson’s contact details to ensure customer follow-up according to store policy.
3.4 Enter customer and transaction details into customer database according to store policy.
|4. Plan sales presentations||
4.1 Plan presentation to complement product characteristics.
4.2 Select client group according to product characteristics and store merchandising policy.
4.3 Access promotional materials where required and distribute to client group.
4.4 Select and prepare a range of products or services for presentation to reflect store image, demographics and merchandising plan.
|5. Implement sales presentations||
5.1 Ensure sufficient numbers of adequately briefed support staff, where required, for presentation.
5.2 Apply communication skills to effectively create interest, focus attention, and encourage customer interaction with individuals or groups.
5.3 Demonstrate products or services to create a buying environment.
5.4 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.
|6. Maintain and use a customer database||
6.1 Maintain customer confidentiality as required by store policy and legislative requirements.
6.2 Develop and maintain accurate customer records and store securely according to store policy and procedures.
6.3 Identify and follow up regular customers according to store marketing policy.
6.4 Use customer records to advise customers on products and services of possible interest.
6.5 Implement customer loyalty schemes where required according to store promotional activities.
|7. Deal with difficult customers||
7.1 Acknowledge customer complaints and problems and reassuringly support difficult customers to produce positive outcome.
7.2 Use questioning and active listening to encourage customer to verbalize issue and minimize customer frustration.
7.3 Develop customer’s confidence in the candidate and product or service to promote long-term trust and commitment to store.
7.4 Establish mutually acceptable resolution of complaint.