Help customers choose specialist products in a retail organisation

This standard is for a salesperson working in retail who gives expert advice and helps customers to choose specialist products. Specialist products are ones for which many customers will welcome in-depth advice to help them to choose the products that best meet their requirements.

This standard is for all staff who help customers choose specialist products.

When you have completed this standard you will be able to demonstrate your understanding of and ability to:

• Help customers choose specialist products in a retail organisation

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1. judge from customers' body language and immediate circumstances whether they are likely to respond positively to an attempt to engage them in conversation
2. adapt speech and body language so as to establish and maintain a rapport with individual customers following your workplace procedures
3. interact with customers in ways that support your workplace's brand values
4. explore customers' requirements with them to establish what they are looking for following your workplace procedures
5. follow your workplace procedures to provide customers with specialist product information that is clear, factually correct, legally compliant and selected for its relevance to the customers' requirements
6. match the features and benefits of available specialist products as closely as possible to customers' requirements
7. compare and contrast products in ways that help customers to choose the specialist products that best meet their requirements
8. respond to customers' questions in a confident manner and in ways that follow your workplace's customer service standards and procedures
9. recommend to customers related specialist products that are likely to enhance their experience of the specialist product they are purchasing following your workplace procedures
10. help customers choose specialist products following your workplace procedures
11. follow your workplace procedures to keep up to date about new specialist products and product trends in your area of expertise
12. follow your workplace procedures to actively seek ways of maintaining your enthusiasm for the specialist products in your area of expertise

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1. your workplace's brand values in relation to its specialist product offers, pricing and service
2. how your workplace compares with its competitors in specialist product offer, pricing and service
3. the customer profiles for your retail organisation
4. the elements of a positive customer experience in relation to both your organisation and to the specialist products being sold
5. how customers' circumstances, such as who they are with or the time of day, affect their willingness to engage in conversation with a salesperson
6. how to recognise from customers' body language whether they are likely to respond positively to an approach from a salesperson
7. how to establish and maintain a rapport with individual customers
8. the meaning of specialist terminology that knowledgeable customers are likely to use in relation to the specialist products being sold
9. how the specialist products being sold are produced or obtained, and how these methods affect the nature and quality of the specialist products
10. any relevant legislation relating to the specialist products being sold, such as where the specialist products come from or who can buy or use the specialist products, and how to explain these to customers following your workplace procedures
11. any health and safety considerations that customers must be warned about, or are likely to ask about, in relation to the specialist products being sold
12. any ethical and environmental concerns that customers are likely to have about the specialist products being sold, and how to address these following your workplace procedures
13. what related products are available from your workplace that would enhance customers' experience of the specialist products being sold
14. sources of up-to-date production information and how to access and use these following your workplace procedures
15. the sources of after-sales advice and support that are available to customers of your workplace
16. the customers' legal rights and your workplace's policy concerning returns
17. the importance of maintaining your enthusiasm for the specialist products being sold whilst helping customers to choose specialist products
18. how to search for and evaluate opportunities to maintain your enthusiasm for the specialist products being sold following your workplace procedures

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3

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2030

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Current

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Original

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Skillsmart Retail

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SSR.C355

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Retail and Commercial Enterprise, Retailing and Wholesaling, Sales and Customer Services Occupations, Sales Assistants and Retail Cashiers

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7111

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Retailing; retailers; helps; helping; assists; assisting; informs; informing; chooses; choosing; picks; picking; selects; selecting; choices; selections; advises; advising; advice; sells; selling; sales; information

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