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Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify customer product needs.
1.1.Establish rapport with customer to promote goodwill and trust.
1.2.Determine customer needs and preferences, including cultural preferences and expectations.
1.3.Identify appropriate products to meet customer needs and specific information and advice relevant to these products.
1.4.Identify any customer requests which, if met, would breach ethical and legal commitments.
2. Suggest products that meet customer needs.
2.1.Use product knowledge to tailor product options to specific customer needs.
2.2.Make any product suggestions according to current promotional focus and organisational preferred product arrangements.
2.3.Make customer aware of additional products that may enhance their request and maximise the sale profitability.
2.4.Source additional information to meet specific customer needs.
3. Provide specific product information and advice.
3.1.Provide appropriate scope and depth of current and accurate product information and advice, including relevant product conditions, to meet customer needs.
3.2.Suggest alternative products if desired products are unavailable.
3.3.Promptly present all options in a clear format and style.
3.4.Disclose any sales and product coordination fees in a clear and accessible manner.
4. Sell the product.
4.1.Clearly explain and promote product features and benefits.
4.2.Provide additional information to address customer questions and objections.
4.3.Select and use techniques at the appropriate time to close the sale with the customer.
4.4.Identify and act on opportunities to enhance the quality of service to customers.
5. Follow up sales opportunities.
5.1.Where appropriate, make follow-up contact with customer.
5.2.Provide required after sales service according to organisational procedures.