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Product demonstration and answering customer questions is an integral part of the selling process for most salespeople. A thorough knowledge of the products sold, and their application is therefore essential to optimise the chances of a successful sale. You would not be likely to make the sale of a camera, for example, without the ability to show its features and discuss when you might use them.
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: Demonstrate knowledge of the use and application of relevant products and services - Develop product knowledge by accessing relevant sources of information - Determine and apply timing of customer approach - Identify and apply effective sales approach - Convey a positive impression to arouse customer interest - Demonstrate knowledge of customer buying behaviour - Apply questioning techniques to determine customer buying motives
Use listening skills to determine customer requirements - Interpret and clarify non-verbal communication cues - Identify customers by name where possible - Direct Customer to Specific Merchandise - Match customer needs to appropriate products and services - Communicate knowledge of products features and benefits clearly to customers - Describe product use and safety requirements to customers - Refer customers to appropriate product specialist as required - Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff - Identify and accept customer objections - Categorise objections into price, time and merchandise - Offer solutions according to store policy - Apply problem solving to overcome customer objections.
