Sell to the retail customer (Release 1)
This unit, SISXSLS001 – Sell to the retail customer, covers what is required to deliver quality customer service and sell to retail customers. It requires the ability to determine customer needs, match products and services to their needs, and facilitate a sale.
The elements and performance criteria include:
- Establish customer needs.
1.1.Connect with the customer within designated response times and establish rapport.
1.2.Use questioning and active listening to facilitate effective two-way communication.
1.3.Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues.
1.4.Determine and clarify customer preferences, needs and expectations.
- Provide advice on products and services.
2.1.Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable.
2.2.Clearly explain and promote product and service features and benefits where relevant.
2.3.Advise on promotional events where relevant.
2.4.Provide additional information to address customer questions and objections.
2.5.Offer comparisons to competitor product or service range as required.
2.6.Collaborate with the customer to determine product or service option most suited to their needs.
2.7.Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale.
- Facilitate the sale of products and services.
3.1.Select and use appropriate techniques to close sale.
3.2.Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures.
3.3.Farewell customer on leaving, and invite to return.
3.4.Provide any required after sales service according to organisational procedures.
Purchase the materials:
- Supplementary Notes;
- Powerpoint Slides;
- Learner’s Assessment Workbook;
- Assessor Guide / Benchmarks;
- RPL Kit (Assessor and Participant);
- Third Party Report; and,
- Assessment Matrix.