Overview

Customers expect staff working in the store to be able to give appropriate and accurate information about the products and services for sale.

In a self-service store, customers simply expect you to know what items are stocked by the store and where they are displayed.

In a store that provides assisted service, however, you are expected to have a higher level of general and technical knowledge regarding the products sold in the store. This would be a reasonable expectation of staff working in a store that sells computer equipment, software, hi-fi systems or machinery.

To sell to customers you need to be clear about the level of product knowledge that your customers (and your manager) expect of you and have the skills to be able to effectively communicate this knowledge.

In this unit you will learn how to:

• Apply product knowledge
• Approach the customer
• Gather information
• Sell benefits
• Overcome objections
• Close sale
• Maximise sales opportunities.