SIRXSLS001 Sell to the retail customer

This unit describes the performance outcomes, skills and knowledge required to deliver quality customer service and sell to retail customers. It requires the ability to determine customer needs, match products and services to their needs, and facilitate a sale. This unit applies to all retail sectors and business sizes from large format stores to small independents. It applies to retail personnel at all levels who play a role in engaging with customers with the purpose of selling.

Nil

• Basic Language, literacy and numeracy skills in English (LLN)
• Victorian Student Number (VSN) – Victoria only
• Unique Student Identifier (USI) – Australia wide
• Access to a functional pc or tablet device with video recording capabilities, internet access and Chrome internet browser.

The course covers the theory and practice associated with:

• Establish customer needs.
• Provide advice on products and services.
• Facilitate the sale of products and services.

This unit is completed by self-paced work online. The nominal hours for are 75hrs. Online access remains live for 3 months. Any additional extension/s will incur an Administration Fee of $250.

Online

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

• interact with four different retail customers to initiate and close the sale of different retail products or services
• demonstrate the following during the above customer interactions:
  - appropriate communication
  - establishment and clarification of customer needs, wants and expectations
  - product and/or service knowledge
  - appropriate sales approach to sell benefits and features of products and/or services
  overcome objections and close sales
  - upsell and/or cross sell additional products and/or services that complement the sale
  - promotion of customer loyalty and repeat sales

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