Build+relationships+and+sell+products+and+services

= = == = This information outlines the assessment tasks and learning sequences for the units Build relationships with customers SIRXSLS004A and Sell products and services SIRXSLS001A = = = = PC1-Establish rapport with customers =
 * 1) Establish rapport and relationship with //customer// and express a genuine interest in //customer needs and requirements// to enhance customer commitment, trust and credibility of store and to build return customer base.
 * 2) Maintain professional ethics with the customer to promote store image and credibility.
 * 3) Accurately clarify //customer needs and preferences// to maximise sales opportunities.
 * 4) Maximise sales opportunities by use of add-on and complementary //sales techniques//.
 * 5) Give customer space and time to evaluate purchase decision, while using time to maximum advantage for customer and store.
 * 6) Use effective methods to close sales.
 * 1) Use effective methods to close sales.

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[] This link has a clip that discusses the D.O.P.E test watch it please but use the next link to take the test. []

**PCB2 Apply expert knowledge. **
 * TAKE THIS TEST TO DETERMINE YOUR PERSONALITY TEST**
 * 1) Provide customer with accurate information regarding product and service appraisals, correct statements and warranties according to //legislative requirements//.
 * 2) Provide detailed knowledge of supplier or manufacturer information according to customer needs and commercial confidentiality guidelines.
 * 3) Evaluate product range, accurately demonstrate features and benefits of products or services where appropriate and make recommendations to the customer to maximise sales potential.
 * 4) Maximise customer interest in product or service through price negotiation where applicable and offer payment and credit options according to //store policy//.
 * 5) Accurately calculate prices and discounts according to pricing determinants and store policy.

**This is a sample of a product service information flyer** **This is a sample of a sales rolepla**

media type="custom" key="12851132" **PCB3 Provide post sales support. **
 * 1) Accurately provide evidence of ongoing support as sale is concluded.
 * 2) Accurately explain **//back-up service//** and reassure customer according to legislative requirements and store policy.
 * 3) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Provide customer with store or salesperson's contact details to provide line of contact and customer followed up according to store policy.
 * 4) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Accurately enter customer and transaction details into **//customer database//**.

<span style="background-color: #ffff00; font-family: 'Arial','sans-serif'; font-size: 16px;">**PCB4 Plan sales presentations.**
 * 1) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Plan presentation to complement **//product characteristics//**.
 * 2) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Select client group according to product characteristics and store merchandising policy.
 * 3) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Access **//promotional materials//** where required and distribute to client group.
 * 4) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Select and prepare a range of products or services for presentation to reflect store image, demographics and merchandising plan.

**<span style="font-family: 'Arial','sans-serif'; font-size: 16px;">PCB5 Implement sales presentation. **


 * 1) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Ensure sufficient numbers of adequately briefed support staff, where required for a presentation.
 * 2) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Apply communication skills to effectively create interest, focus attention, and encourage customer interaction with individuals or groups.
 * 3) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Demonstrate products or services to create a buying environment.
 * 4) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">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.

**<span style="font-family: 'Arial','sans-serif'; font-size: 16px;">PCB6 Maintain and utilise a customer database. **


 * 1) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Maintain customer confidentiality as required by store policy and legislative requirements.
 * 2) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Develop and maintain accurate **//customer records//** and store securely according to store policy and procedures.
 * 3) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Accurately identify and follow up regular customers according to store marketing policy.
 * 4) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Accurately utilise customer records to advise customers on products and services of possible interest.
 * 5) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Implement **//customer loyalty schemes//** where required according to store promotional activities.

**<span style="font-family: 'Arial','sans-serif'; font-size: 16px;">PCB7 Deal with difficult customers. **


 * 1) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Acknowledge customer complaints and problems and reassuringly support **//difficult customers//** to produce positive outcome.
 * 2) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Use questioning and active listening to encourage customer to verbalise issue and minimise customer frustration.
 * 3) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Develop customer's confidence in the candidate and product or service to promote long-term trust and commitment to store.
 * 4) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">**Deal with difficult customers.**