SIRXSLS004A - Build Relationships with Customers
SIRT011A
Overview
Level of study: What does Vocational Education, Training mean?
Vocational Education, Training
EFTSL: What does EFTSL mean?
0.0625
Delivery Method: What does delivery method mean?
Fully Online
Prerequisites: What are the prerequisites?
No
Duration:
13 weeks
Government loans available:
NoneDomestic student fee:
$350.00 (AUD)
International student fee:
$575.00 (AUD)
Description
This unit describes the performance outcomes, skills and knowledge required to use advanced sales techniques in building relationships with customers and interacting with customers, applying expert product knowledge as it relates to customers, dealing with difficult customers, establishing and maintaining a customer database, and conducting sales presentations.
Learning Outcomes
At the completion of this unit students will be able to:
- establish rapport with customers
- apply expert knowledge
- provide post sales support
- plan sales presentations
- implement sales presentations
- maintain and utilise a customer database
- deal with difficult customers.
Topics
This unit addresses the following topics.
| Number | Topic |
|---|---|
| 1 | Establish rapport and relationship with customer and express a genuine interest in customer needs and requirements to enhance customer commitment |
| 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 |
| 7 | Provide customer with information regarding product and service appraisals, correct statements and warranties according to legislative requirements |
| 8 | Provide detailed knowledge of supplier or manufacturer information according to customer needs and commercial confidentiality guidelines |
| 9 | Evaluate product range, demonstrate features and benefits of products and make recommendations to the customer to maximise sales potential. |
| 10 | Maximise customer interest in product or service through price negotiation where applicable and offer payment and credit options |
| 11 | Accurately calculate prices and discounts according to pricing determinants and store policy |
| 12 | Accurately provide evidence of ongoing support as sale is concluded |
| 13 | Accurately explain back-up service and reassure customer according to legislative requirements and store policy |
| 14 | Provide customer with store or salesperson's contact details to provide line of contact and customer followed up according to store policy |
| 15 | Accurately enter customer and transaction details into customer database |
| 16 | Plan presentation to complement product characteristics |
| 17 | Select client group according to product characteristics and store merchandising policy |
| 18 | Access promotional materials where required and distribute to client group |
| 19 | Select and prepare a range of products or services for presentation to reflect store image, demographics and merchandising plan |
| 20 | Ensure sufficient numbers of adequately briefed support staff, where required for a presentation |
| 21 | Apply communication skills to effectively create interest, focus attention, and encourage customer interaction with individuals or groups |
| 22 | Demonstrate products or services to create a buying environment |
| 23 | Measure results of sales presentation according to predetermined criteria, review overall performance and results |
| 24 | Maintain customer confidentiality as required by store policy and legislative requirements |
| 25 | Develop and maintain accurate customer records and store securely according to store policy and procedures |
| 26 | Accurately identify and follow up regular customers according to store marketing policy |
| 27 | Accurately utilise customer records to advise customers on products and services of possible interest |
| 28 | Implement customer loyalty schemes where required according to store promotional activities |
| 29 | Acknowledge customer complaints and problems and reassuringly support difficult customers to produce positive outcome |
| 30 | Use questioning and active listening to encourage customer to verbalise issue and minimise customer frustration |
| 31 | Develop customer's confidence in the candidate and product or service to promote long-term trust and commitment to store |
| 32 | Establish mutually acceptable resolution of complaint |
