Unit 10 P1, P2, P3 –
Introduction – I will be describing the role of staff
by using KFC as an example –
In every business sales staff and different roles
that are similar in many business but the main roles are as follows:-
-
Selling the goods/service to a customer requires good persuasion also
by providing the customer with the correct information for any product or
service that is relevant to the product you want to sell the customer. Also you
need to be polite and informative to the customer you can achieve this by
knowing a lot of information about the product or services in your store and
finally by being helpful to the customer.
-
Establishing customer’s
requirement, as a sales assistant you would have to know what
the customer wants when they describe it to you. If they are looking for a
particular product which has to fit around their budget you would need to know
what size, shape, style, colour they require, these are very basic skills. Also
the customer could be looking for limited time only promotions on products such
as BOGOFF or discounts, etc.
-
Matching the
goods/service to customers requirement by
correctly knowing what the customer wants you are able to go off and fine the
correct product for the customer in a short amount of time, this means the
customer will return back to the company with high expectations with the
company and recommendations to friends and family and maybe once in a while the
odd complimentary letter from the customer on your great service for him/her.
-
Most sales person in company’s like Virgin Media,
Carphone Warehouse or Phone 4 You tend to persuade the customer to buy a
product slightly out of there price range this is known as upselling, they also
advise the customer by getting the right product that fits around their life
style. They also give the customer eye contact which make them feel welcome or
as if they are being listened to and understood. By having a clear understanding
of what the customer would like to purchase you must provide the customer with
all the information available on the product or service for example by not
hiding any hidden costs or taxes.
Finally closing the sales you know that the customer is satisfied with
the product, and won’t want anything else they may not buy it at that exact
point in time but come back in the future to purchase it this is how you know
that the customer is satisfied with the service they have received.
The skills and knowledge needed to make a sale are:
-
Good sales habits – A sales staff it is impeccable to have good
sales habits as it will help enable you promote your products, there are also
many ways you are able to do this and many of them are accessible on the
internet.
-
Good sales techniques – It’s important to always tell customers the
truth and lever lie by giving false information, because to build and honest
continuous relationship with a customer requires honesty. This is because the customer may be coming
back to the store to buy the product or service from you.
-
Good product knowledge - It is a good thing for you to know what
products your company sells and the information on the product. This technique helps to build up a good reputation of your company
to customers.
-
Keeps up to date – by keeping the products and prices up to date
you attract a range of customers, that will come for far to buy your product or
service.
-
Rewarding and motivating staff - buy
giving staff bonuses or employee of the week, moth or year award helps to
motivated them and encourage them to do better within the organization.
Unit 10 P4 and P5 Role Play
Letter of complaint reply to customer
No comments:
Post a Comment