This unit standard is intended for people working in a wholesale or retail outlet that sell goods or services to customers in a wholesale/retail outlet. Persons credited with this standard function under general supervision and carry out established and familiar procedures in familiar environments.
These individuals are adept at approaching customers positively, creating a welcoming and engaging environment. They can accurately identify customers’ needs through attentive listening and effective questioning. Once the needs are established, they can expertly match outlet products to those needs, ensuring the customer finds exactly what they are looking for. These individuals are skilled in overcoming objections, using their knowledge and persuasive abilities to address any concerns the customer may have. They are also proficient in closing the sale, ensuring the transaction is completed smoothly and satisfactorily for the customer. Furthermore, they understand the importance of promoting future business by encouraging repeat visits and fostering long-term customer relationships.
Qualifying learners will be capable of establishing the customer’s needs through detailed assessments and empathetic communication. They will be proficient in offering products tailored to meet these needs, presenting options clearly and convincingly. Additionally, they will be skilled in overcoming customer objections, using effective strategies to alleviate concerns and build confidence in the purchase. They will also excel in closing the sale, ensuring a positive and seamless experience for the customer, and setting the stage for future business opportunities.
Course Content
- The customer is approached in a manner that encourages continued interaction according to organisational procedures and guidelines.
- A comfortable and inviting atmosphere is created according to organisational procedures and guidelines.
- Questioning techniques are used to identify the customer’s needs according to organisational selling techniques.
- Confirmation of the identified need is obtained from the customer according to organisational procedures and guidelines.
- Customer’s needs are analysed, and matched with products in relation to the available products.
- Features and benefits of products offered are explained and demonstrated according to the products characteristics.
- The policy for selling additional products is explained as per organisational requirements.
- Additional products that support the original sale are identified and offered as per the customer’s need.
- All customer questions or comments are responded to in a manner that should satisfy the customer according to organisational procedures.
- Techniques for overcoming customer objections to the product/service are explained according to store procedures.
- Various types of customer objections to the product/service are identified according to store procedures.
- Customer objections to the product/service are analysed, and appropriate techniques are used to overcome the objection according to organisational procedures and guidelines.
- Alternative products are offered if the original product does not meet the customer’s need according to organisational procedures and guidelines.
- Closing or buying signals are identified using the customer’s feedback.
- Appropriate techniques for closing the sale are used according to store procedures.
- The customer is reassured of the decision taken and thanked in a way that will encourage future support according to organisational procedures and guidelines.
- After-sale service is explained to customers where applicable according to the organisation’s policy and procedures.
- The various forms of payment options available to the customer are explained as they apply to the outlet.
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
