Selling products

Checklist
Now that you have completed the workplace activity, tick the boxes if you can answer Yes to the question.

Can you

Follow your store procedures for selling products?

Greet a customer well?

Work out a customers needs?

Match the right product to a customers needs?

Sell a products benefits to a customer?

Close a sale and use opportunities to sell more?

No answers mean that you should review the scenario and/or On the floor activities. Yes answers could contribute towards your assessment for units of competency in the Certificate II in Retail. See the following learning map for further details.

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Learning map
Scenario: Sales snapshot
Task Greet the customer Unit/element/performance criteria SIRXSLS001A Sell products and services 2.1 Determine and apply timing of customer approach. 2.2 Identify and apply effective sales approach. 2.3 Convey a positive impression to arouse customer interest. 2.4 Demonstrate knowledge of customer buying behaviour. Work out the customers needs SIRXSLS001A Sell products and services 3.1 Apply questioning techniques to determine customer buying motives. 3.2 Use listening skills to determine customer requirement. 3.3 Interpret and clarify non-verbal communication cues. 3.4 Identify customers by name where possible. Match the products to the customer SIRXSLS001A Sell products and services 3.5 Direct customer to specific merchandise. 4.1 Match customer needs to appropriate products and services. 4.2 Communicate knowledge of products features and benefits clearly to customers. 4.3 Describe product use and safety requirements to customers. 4.4 Refer customers to appropriate product specialist as required. 4.5 Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff. SIRXSLS002A Advise on products and services 2.1 Evaluate merchandise according to customer requirements. 2.2 Demonstrate features and benefits of products and services to customer to create a buying environment. 2.3 Apply detailed specialised knowledge of product to provide accurate advice to customers.

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Scenario: Sales snapshot continued

Sell the benefits to the customer SIRXSLS001A Sell products and services 4.1 Match customer needs to appropriate products and services. 4.2 Communicate knowledge of products features and benefits clearly to customers. 4.3 Describe product use and safety requirements to customers. 4.4 Refer customers to appropriate product specialist as required. 4.5 Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff. Close the sale SIRXSLS001A Sell products and services 5.1 Identify and accept customer objections. 5.2 Categorise objections into price, time and merchandise characteristics. 5.3 Offer solutions according to store policy. 5.4 Apply problem solving to overcome customer objections. 6.1 Monitor, identify and respond appropriately to customer buying signals. 6.2 Encourage customer to make purchase decisions. 6.3 Select and apply appropriate method of closing sale. Look for opportunities to sell more SIRXSLS001A Sell products and services 7.1 Recognise and apply opportunities for making additional sales. 7.2 Advise customer of complementary products or services according to customers identified need. 7.3 Review personal sales outcomes to maximise future sales.

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Training session: Selling products

Topic Products Unit/element/performance criteria SIRXSLS001A Sell products and services 1.1 Demonstrate knowledge of the use and application of relevant products and services according to store policy and legislative requirements. 1.2 Develop product knowledge by accessing relevant sources of information. SIRXSLS002A Advise on products and services 1.1 Develop and maintain product knowledge according to store policy and legislative requirements. 1.2 Convey product knowledge to other staff as required. 1.3 Research and apply comparisons between products and services. 1.4 Demonstrate knowledge of competitors product and service range and pricing structure. Benefits SIRXSLS001A Sell products and services 4.1 Match customer needs to appropriate products and services. 4.2 Communicate knowledge of products features and benefits clearly to customers. 4.3 Describe product use and safety requirements to customers. 4.4 Refer customers to appropriate product specialist as required. 4.5 Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff. Close SIRXSLS001A Sell products and services 5.1 Identify and accept customer objections. 5.2 Categorise objections into price, time and merchandise characteristics. 5.3 Offer solutions according to store policy. 5.4 Apply problem solving to overcome customer objections. 6.1 Monitor, identify and respond appropriately to customer buying signals. 6.2 Encourage customer to make purchase decisions.
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6.3 Select and apply appropriate method of closing sale.

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Training session: Selling products continued

Sell more SIRXSLS001A Sell products and services 7.1 Recognise and apply opportunities for making additional sales. 7.2 Advise customer of complementary products or services according to customers identified need. 7.3 Review personal sales outcomes to maximise future sales.

Training session: Communication

Topic Getting info Unit/element/performance criteria SIRXSLS001A Sell products and services 3.1 Apply questioning techniques to determine customer buying motives 3.2 Use listening skills to determine customer requirement 3.3 Interpret and clarify non-verbal communication cues. 3.4 Identify customers by name where possible. Service SIRXSLS001A Sell products and services 2.1 Determine and apply timing of customer approach. 2.2 Identify and apply effective sales approach. 2.3 Convey a positive impression to arouse customer interest. 2.4 Demonstrate knowledge of customer buying behaviour.

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