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a) sales operations
b) customer handling
c) credit
d) payment and other aspects of sales
e) legislation and regulation covering sales activity
a) product/service purchase/provision
b) upgrade of existing product/service
c) amendments to previous sale arrangements
4. Referral procedures:
a) specific to enterprise
a) credit card
b) cheque
c) money order
d) cash
e) payment on delivery
f) direct debit
a) card type
b) card holder details
c) card number
d) expiry date
a) automated
b) sales person
c) specialist staff within the enterprise
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a) delivery address
b) time of delivery
c) arrangements for when householder not in attendance
d) payment on delivery details
a) enterprise specific
b) electronically generated in response to appropriate commands
entered into the system
10. Relevant legislation, codes, regulations and standards include but not limited to:
a) privacy act
b) trade practices act
c) EEO and anti discrimination legislation
d) telecommunications act
e) occupational health and safety legislation
f) freedom of information
g) consumer credit code
Here is a list of key courtesy phrases that should be foremost among the
words that you use when speaking with your customer:
a) Please
b) I understand.
c) I'm sorry.
d) Thank you.
e) You're welcome.
f) May I help you?
g) May I place you on hold for a moment?
h) Let me help you.
II. Also, at intervals, you will paraphrase what he has said and receive his
confirmation that your paraphrase accurately represents what he is saying.
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III. Ask questions relating to the customers concerns.
Steps employed to ensure that information given to customer is clear and concise?
Features are the attributes of the product or service that are part of the
product itself. Benefits are the outcomes of the use of the product or
service.
Identify an appropriate method that an agent could use to acquire this competence.
CLOSE SALES
How to verify that the product paid for is the one he intended to purchase?
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Confirm with the customer: specifications, model if appropriate, usage,
physical characteristics if appropriate, price, packaging, size, colour etc.
Buying signals that an agent should look for when in dialogue with a customer.
What are the details regarding a credit card transaction that an agent needs to obtain
and verify with the customer?
Type of card, Card #, Expiry date, details re the cardholder: name, address.
Verify characteristics peculiar to each type of card e.g. Visa Acct # begins
with 4
Master Acct # begins with 5
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Make enquiries of the customer to ensure correct delivery e.g.
Address, directions for getting there if appropriate and necessary
Landmark, if available
Time and date most convenient for customer
Arrangements for when householder not in attendance
The best times to go to the premises (when someone will be there).
The times most convenient to the customer.
Arrangements for when customer not in attendance.
If payment is to be on delivery, what are the arrangements for this.
How the delivery personnel can be identified.
Any other details that company policy has dictated should be followed.
Possible delivery arrangements that an agent could make with the customer.
How can an agent ensure that the product is a delivered/installed to/on the customers
premise?
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Subject to the organizations guidelines and preferences:
Installment payments, hire purchase, full payment at point of
purchase, payment on delivery, no interest charge if payment is
complete within a specific time.