CUSTOMER SERVICE

Unit 1: Establish rapport with a prospective customer

• Company policies and procedures appropriate to the sales are described in the context of organisational prescripts for employee’s manner and appearance. 
• Interactions with customers are demonstrated according to company policies and procedures. 
• Information is conveyed to a prospective customer with reference to a package that meets the needs of a specific customer. 
• The customer’s needs are identified according to company methodology, policies and procedures. 
• Customer needs are clarified according to company policies and procedures. 

Unit 2: Match and advise a prospective customer to a product or service

• A prospective customer’s needs are analysed in terms of products or services according to standard company policies and procedures. 
• A presentation of matching products or services is compiled to provide feedback to a prospective customer. 
• An explanation of associated costs is presented to a customer according to company policies and procedures. 
• The sales interview is conducted according to company policy and procedures. 
• Customer interest is maintained by demonstrating the ability to remain flexible and achieve the defined sales objective. 
• Add-on products or services are demonstrated by presenting these in such a way as to increase the value of the sale. 

Unit 3: Generate choices and options for a customer

• An opportunity to fully investigate the available options is given to the customer. 
• The features and benefits of a selected option are explained and or demonstrated in accordance with company policies and procedures. 
• The customer’s understanding of the option is enhanced by explaining the range of products or services. 
• A comparison between products or services is made with reference to selected options of a specific brand to similar products of a competitor.