sell+products+and+services

**PCS1 Apply product knowledge. ** **PCS2 Approach customer.** **PCS3 Gather information.** **PCS4 Sell benefits.** **PCS5 Overcome objections.** **PCS6 Close sale.**
 * This unit will be assessed wholistically with Build relationships with customers **
 * 1) Demonstrate knowledge of the use and application of relevant products and services according to **//store policy and legislative requirements//**.
 * 2) Develop **//product knowledge//** by accessing **//relevant sourcesof information//**.
 * 1) Determine and apply timing of **//customer//** approach.
 * 2) Identify and apply effective **//sales//** approach.
 * 3) Convey a positive impression to arouse customer interest.
 * 4) Demonstrate knowledge of customer buying behaviour.
 * 1) Apply questioning techniques to determine customer buying motives.
 * 2) Use listening skills to determine customer requirements.
 * 3) Interpret and clarify non-verbal communication cues.
 * 4) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Identify customers by name where possible.
 * 5) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Direct customer to specific merchandise.
 * 1) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Match customer needs to appropriate products and services.
 * 2) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Communicate knowledge of products features and benefits clearly to customers.
 * 3) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Describe product use and safety requirements to customers.
 * 4) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Refer customers to appropriate product specialist as required.
 * 5) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Answer **//routine customer questions//** about merchandise accurately and honestly or refer to senior sales staff.
 * 1) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Identify and accept customer objections.
 * 2) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Categorise objections into price, time and merchandise characteristics.
 * 3) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Offer solutions according to store policy.
 * 4) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Apply **//problem solving//** to overcome customer objections.
 * 1) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Monitor, identify and respond appropriately to customer buying signals.
 * 2) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Encourage customer to make purchase decisions.
 * 3) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Select and apply appropriate method of closing sale.

<span style="background-color: #ffff00; font-family: 'Arial','sans-serif'; font-size: 16px;">**PCS7 Maximise sales opportunities.**
 * 1) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Recognise and apply opportunities for making additional sales.
 * 2) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Advise customer of complementary products or services according to customer's identified need.
 * 3) <span style="font-family: 'Arial','sans-serif'; font-size: 16px;">Review personal sales outcomes to maximise future sales