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Product demonstration and answering customer questions is an integral part of the selling process, so a thorough knowledge of the products you sell, and their application is going to be essential. This unit describes the performance outcomes, skills and knowledge required to develop product and service knowledge and provide information to customers.
This course is for all employees, contractors and other workers in the retail industry. The concepts and skills are designed to help expand your knowledge, skills and confidence to better perform your role and achieve your retail workplace goals.
This course is from the ready4retail range, which delivers essential personal skills, behaviours and values that will help you to realise your full potential in the retail environment. Topics covered in this course include: Background and history of your company - Develop product knowledge by accessing relevant sources of information - Most stores will offer product information sources - Identify and use opportunities to update knowledge - Compare products and services - Respond to customer requests - Demonstrate expertise in products and services - Identifying the questions that your customers are likely to ask - Evaluate merchandise according to customer requirements - Use questions to clarify - Use listening skills - Apply detailed specialised knowledge of product - Explain product and service details - Features tell but benefits sell - Describe product use and safety requirements - Source additional information or refer to relevant colleagues - Never provide the wrong information or guess the answer - Identify when you need to enhance the information - Customer objections - Offer solutions according to store policy - Apply problem solving to overcome customer objections - Respond to buying signals - Encourage customer to make purchase decisions - Select and apply appropriate method of closing the sale - Recommend complementary products, specials, new lines, and promotions - Review personal sales outcomes to maximise future sales - Turning features into benefits.
