Process sales

1. Policy includes but not limited to:

a) sales operations
b) customer handling
c) credit
d) payment and other aspects of sales
e) legislation and regulation covering sales activity

2. Sales includes but not limited to:

a) product/service purchase/provision
b) upgrade of existing product/service
c) amendments to previous sale arrangements

3. Customer records include but not limited to:

a) computerized system specific to the enterprise

b) paper/card related systems

4. Referral procedures:

a) specific to enterprise

5. Payment arrangements may include but not limited to:

a) credit card
b) cheque
c) money order
d) cash
e) payment on delivery
f) direct debit

6. Credit card details include but not limited to:

a) card type
b) card holder details
c) card number
d) expiry date

7. Credit checks include but not limited to:

a) automated
b) sales person
c) specialist staff within the enterprise

8. Delivery/installation arrangements include but not limited to:

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 a) delivery address
b) time of delivery
c) arrangements for when householder not in attendance
d) payment on delivery details

9. Invoices include but not limited to:

a) enterprise specific
b) electronically generated in response to appropriate commands
entered into the system

10. Relevant legislation, codes, regulations and standards include but not limited to:
a) privacy act
b) trade practices act
c) EEO and anti discrimination legislation
d) telecommunications act
e) occupational health and safety legislation
f) freedom of information
g) consumer credit code

Identify customer needs

What guides as agent in regards to the courtesy to be employed at the opening of a

call?

The enterprises policy and procedures relating to opening calls.

Here is a list of key courtesy phrases that should be foremost among the
words that you use when speaking with your customer:

a) Please
b) I understand.
c) I'm sorry.
d) Thank you.
e) You're welcome.
f) May I help you?
g) May I place you on hold for a moment?
h) Let me help you.

Listening techniques that can be used to identify the customers request.

I. As he is speaking, you insert Yes, Umm, I understand, I see your

problem and other similar indicators that you are actively listening.

II. Also, at intervals, you will paraphrase what he has said and receive his
confirmation that your paraphrase accurately represents what he is saying.

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III. Ask questions relating to the customers concerns.

Information an agent requires to correctly identify a customer who calls in?

Get from him/her the following information in order to enquire of the

database:
Acct #
Name & Address
Expiry date (of card) as appropriate
Balance said to be on the account
Date of birth if applicable
Any other identification that this enterprise might have to uniquely
identify an account holder, e.g. 4 digits on back of card for American
Express.
Speak to him about the last transaction that you have found on his
database.

Steps employed to ensure that information given to customer is clear and concise?

Break down information into individually actionable steps. State each

separately. Pause between each statement. Ask for customers assent if
what is said is clear, or for you to repeat.
Where words could sound like some other word offer to spell. Re-spell
using the phonetic alphabet. At intervals ask the customer if he would like
to repeat what you have said.
At end, offer to repeat what you have said.

Features and benefits of a product or service.

Features are the attributes of the product or service that are part of the
product itself. Benefits are the outcomes of the use of the product or
service.

Identify an appropriate method that an agent could use to acquire this competence.

Always follow the guidelines given to you by the enterprise.

Ensure that you are well informed. By reading the companys publications
one can apraise himself of these benefits and features. Physical
examination and use of the product/service will also help.
(Assessor will determine appropriate response.)

CLOSE SALES

How to verify that the product paid for is the one he intended to purchase?
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 Confirm with the customer: specifications, model if appropriate, usage,
physical characteristics if appropriate, price, packaging, size, colour etc.

Buying signals that an agent should look for when in dialogue with a customer.

Questions from the customer:

o Any questions or statements about money such as, How much

money would I have to put down on deposit?
o Questions about delivery such as, How soon can it be delivered?
o Questions about availability or time such as, Are these in stock? or
How often do you receive new shipments?
o Statements about problems with previous suppliers.
o Our current supplier does not offer us very good service; how
quickly does your company respond?
o Specific positive questions about your company such as, What
other services do you offer?
o Questions showing interest in the product or service. For example,
re the productivity of a product, such as how many copies per
minute can it do, or
o How does it work?
o Indications of interest such as asking for a free trial or wanting to
see samples.
o Customers voice tone.
o Customers response.

Methods of payment that may be made available to the customer.

Subject to the organizations guidelines and preferences:

Credit Card, Cheque (note companys restrictions), Money Order, Direct
Debit, Cash payment.

What are the details regarding a credit card transaction that an agent needs to obtain
and verify with the customer?

Type of card, Card #, Expiry date, details re the cardholder: name, address.
Verify characteristics peculiar to each type of card e.g. Visa Acct # begins
with 4
Master Acct # begins with 5

What information is to be taken from customers in arranging delivery for

products/service purchased?

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 Make enquiries of the customer to ensure correct delivery e.g.
Address, directions for getting there if appropriate and necessary
Landmark, if available
Time and date most convenient for customer
Arrangements for when householder not in attendance
The best times to go to the premises (when someone will be there).
The times most convenient to the customer.
Arrangements for when customer not in attendance.
If payment is to be on delivery, what are the arrangements for this.
How the delivery personnel can be identified.
Any other details that company policy has dictated should be followed.

INPUT SALES RECORDS

Possible delivery arrangements that an agent could make with the customer.

o Make enquiries of the customer to ensure correct delivery e.g.

o Address, directions for getting there if appropriate and necessary
o Landmark, if available
o Time and date most convenient for customer
o Arrangements for when householder not in attendance
o The best times to go to the premises (when someone will be there).
o The times most convenient to the customer.
o Arrangements for when customer not in attendance.
o If payment is to be on delivery, what are the arrangements for this.
o How the delivery personnel can be identified.
o Any other details that company policy has dictated should be
followed.

Subject to enterprise policies:

Mail, courier, bearer, messenger, freight.

How can an agent ensure that the product is a delivered/installed to/on the customers
premise?

Action the delivery/installation by doing the following:

Verify address with the customer
Obtain from customer how the address is reached (if appropriate).
Get from customer the times that are O.K. to attend
Ensure that someone will be at premises
Advise the delivery dept. of the details (product, address, name of
purchaser etc.)
Get from delivery department date of likely delivery
Follow up with delivery department and customer.

Payment arrangements that may be made available to the customer.

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 Subject to the organizations guidelines and preferences:
Installment payments, hire purchase, full payment at point of
purchase, payment on delivery, no interest charge if payment is
complete within a specific time.

How should an agent conclude the dialogue with the customer?

Always close on a positive note by confirming that the caller is

satisfied with the outcome of the transactions that you have made.
Thank him for his custom and encourage him to call again.
Use the given script for closing calls as provided by the enterprise.
Each organization tends to have its own specially chosen phrases
for concluding calls.

How do you match the product/service to the customers needs?

Mention the functions and features of the product.

Enquire what use the customer wants to make of the product.
Match the above.
Enquire if another lower level and/or lower priced model or product can
satisfy his needs.
Review the above against the prices.
In addition to functions and features mention the benefits of buying this
product.
Separate direct benefits from consequential benefits. Some benefits are
those produced by the product itself. Others are benefits/incentives
external to the product but offered by the company as a result of the
persons purchasing this product.
Point out to customer the possibility of over buying and that of under-
buying.