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Selling products
Checklist
Now that you have completed the workplace activity, tick the
boxes if you cananswer 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 flooractivities.
Yes answers could contribute towards your assessment for units
of competency inthe Certificate II in Retail. See the following
learning map for further details.
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Learning map
Scenario: Sales snapshot
Task Unit/element/performance criteria
Greet the customer 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 thecustomers 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 productsto the customer
SIRXSLS001A Sell products and services
3.5 Direct customer to specific merchandise.
4.1 Match customer needs to appropriate products
andservices.
4.2 Communicate knowledge of products features and
benefitsclearly to customers.
4.3 Describe product use and safety requirements to
customers.
4.4 Refer customers to appropriate product specialist
asrequired.
4.5 Answer routine customer questions about
merchandiseaccurately 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
benefitsclearly to customers.
4.3 Describe product use and safety requirements
tocustomers.
4.4 Refer customers to appropriate product specialist
asrequired.
4.5 Answer routine customer questions about
merchandiseaccurately 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
merchandisecharacteristics.
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 foropportunities 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 Unit/element/performance criteria
Products SIRXSLS001A Sell products and services1.1 Demonstrate
knowledge of the use and application of
relevant products and services according to store policy
andlegislative requirements.
1.2 Develop product knowledge by accessing relevant sourcesof
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
andservices.
1.4 Demonstrate knowledge of competitors product andservice
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
servicesaccording to customers identified need.
7.3 Review personal sales outcomes to maximise future sales.
Training session: Communication
Topic Unit/element/performance criteria
Getting info SIRXSLS001A Sell products and services
3.1 Apply questioning techniques to determine customerbuying
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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