SIRXSLS001 - Sell to the retail customer

For Melbourne campuses

Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each unit’s learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:
• interact with four different retail customers to initiate and close the sale of different retail products or services
• demonstrate the following during the above customer interactions:
• appropriate communication
• establishment and clarification of customer needs, wants and expectations
• product and/or service knowledge
• appropriate sales approach to sell benefits and features of products and/or services
• overcome objections and close sales
• upsell and/or cross sell additional products and/or services that complement the sale
• promotion of customer loyalty and repeat sales.

Students will also be expected to demonstrate the following knowledge:
• appropriate body language for customer service
• basic principles of positive customer service and sales
• open and closed questioning techniques related to the sale of product and services
• verbal and non-verbal cues indicating customer understanding of information
• techniques for effective communication with customers of diverse backgrounds:
• cultural diversity
• special needs
• sales techniques:
• opening techniques
• recognising buying signals
• strategies to focus customer on specific products and services
• selling add-ons and complementary products
• overcoming customer objections
• closing techniques
• primary components of consumer protection laws that relate to selling products and services, especially organisational responsibility for supplying products and services as described or substituting suitable products and services when unable
• primary components of privacy law, and actions that retail business must take to protect privacy of customer information
• for the specific retail sector:
• professional service standards and protocols for retail industry personnel
• attitudes and attributes expected by the retail industry to work with customers
• different customer service needs and expectations
• for the particular retail organisation:
• product and service knowledge:
• product and service range offering
• product specifications, features and benefits
• designated response times for providing customer service
• customer service procedures including recording of and storing customer details.