Modification History
The version details of this endorsed unit are in the table below. The latest information is at the top.
Release |
Comments |
First Release |
This is a revised unit, based on and equivalent to SIRXSLS004A Build relationships with customers. |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to develop and maintain expert knowledge to provide accurate product information to customers, including post-sales support.
It also covers communication, analysis and sales techniques to plan and implement sales presentations, build positive relationships with customers, and resolve customer complaints to ensure positive business outcomes.
Application of the Unit
This unit applies to senior sales personnel.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Nil
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
Element |
Performance Criteria |
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
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 maximise sales opportunities. 1.4.Maximise 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 maximise sales potential. 2.4.Maximise 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 verbalise issue and minimise 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. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
|
Required knowledge |
|
Evidence Guide
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
|
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
|
Context of and specific resources for assessment |
Assessment must ensure access to:
|
Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
|
Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included. |
|
Customers may include: |
|
Clarification of customer requirements may be achieved by: |
|
Outcomes may include: |
|
Maintaining professional ethics with the customer may include: |
|
Customer needs and preferences may include: |
|
Sales techniques will include: |
|
Legislative requirements may include: |
|
Store policy and procedures in regard to: |
|
Back-up service may include: |
|
Customer database may be: |
|
Product characteristics may include: |
|
Promotional materials may include: |
|
Sales presentations may be: |
|
Customer records may include: |
|
Customer loyalty schemes may include: |
|
Unit Sector(s)
Cross-Sector
Competency Field
Sales