Unit of competency
Modification History
Not applicable.
Application
This unit describes the performance outcomes, skills and knowledge required to proactively sell floristry products. It requires the ability to identify specific customer needs, suggest a range of products to meet needs, provide current and accurate product information and close the sale. Sales could be face-to face, via electronic means or over the telephone.
While the product could be a display or stock item, this unit focuses on higher order sales skills required to sell those intangible floristry products that are subject to future design and construction.
This unit applies to all floristry industry businesses including retail floristry shops, studio or online businesses and those that specialise in corporate or special events. It applies to frontline sales or operations personnel who work with some level of independence and under limited supervision and guidance from others. This includes retail florists, telephone sales agents, e-business sales personnel, studio florists and floral designers.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Pre-requisite Unit
Nil
Competency Field
Sales and Operations
Unit Sector
Floristry
Elements and Performance Criteria
ELEMENTS |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify customer needs. |
1.1 Identify specific customer needs and preferences, including cultural needs and expectations. 1.2 Identify any customer requirements which breach ethical, legal or confidentiality commitments. 1.3 Establish rapport with customer to promote goodwill and trust. |
2. Suggest products to meet customer needs. |
2.1 Use product knowledge to tailor product options to specific customer needs. 2.2 Suggest product and service options according to current promotional focus of the organisation. 2.3 Seek information on competitor product range and use to offer comparisons. 2.4 Suggest additional products and options to enhance customer request and maximise profitability of sale. 2.5 Source additional information to meet specific customer needs. |
3. Provide product information and advice. |
3.1 Provide current and accurate product information and advice in a timely manner. 3.2 Suggest alternative products and services if desired products are unavailable. 3.3 Present all options promptly in a clear format and style. 3.4 Disclose and ensure customer understanding of sales, product coordination and delivery fees. 3.5 Provide appropriate scope and depth of information to meet customer needs. |
4. Sell products. |
4.1 Clearly explain and promote product features and benefits. 4.2 Provide additional information to address customer questions and objections. 4.3 Select and use techniques at appropriate time to close sale. 4.4 Identify and act on opportunities to enhance service quality. |
5. Follow up sales opportunities. |
5.1 Make follow up contact with customer if appropriate. 5.2 Provide any required after sales service according to organisational procedures. |
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed below: |
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Skill |
Description |
Reading skills to: |
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Writing skills to: |
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Oral communication skills to: |
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Numeracy skills to: |
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Self-management skills to: |
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Technology skills to: |
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Unit Mapping Information
No equivalent unit.
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=1fbe7a66-4c60-4b1c-8616-a3e693d9d8b9