This standard is about the activities involved within the sales cycle in matching products and services to customers’ needs.
This standard is relevant to those involved in selling their organisation’s products and services, but are not necessarily sales specialists. For example, such individuals might be ‘general’ managers within larger organisations, or managers and/or proprietors within small to medium-sized organisations.
Outcomes
Performance Criteria
You must be able to:
1. identify customers requirements through careful questioning, checking for understanding and summarising their buying needs and interests.
2. identify the key features and associated benefits of your relevant products and services, relating these to the needs identified.
3. assess with customers which of your products and services are suitable for their needs.
4. evaluate potential trade-offs, whereby particular aspects of the product or service’s package might be enhanced whilst others of lesser importance might be reduced, which may be beneficial both to customers and to your organisation.
5. provide accurate information regarding products, services and prices.
6. make proposals to match the customer’s requirements.
7. explore any queries or objections raised by customers and identify any reasons holding the customer back from agreeing the sale.
8. identify and prioritise any concerns customers may have.
9. provide evidence of the strengths of your organisation and its products and services to address any concerns customers may have.
10. check customers agrees how any concerns can be overcome.
11. interpret verbal and non-verbal buying signals given by customers and act upon them accordingly in progressing towards closing the sale.
12. close the sale by gaining the commitment of customers
13. agree future contact arrangements, including after-sales calls to confirm customer satisfaction where relevant.
14. record all required details accurately and clearly.
15. fulfil all relevant legal, regulatory and ethical requirements.
Knowledge & Understanding
You need to know and understand:
1. key stages in the sales cycle, and how to use this effectively in structuring the sales approach.
2. the importance of listening effectively, and of confirming understanding.
3. the importance of effective questioning techniques and how to use these.
4. difference between features and benefits, and how to use these effectively in selling.
5. typical range of behaviours displayed by customers, including body language, and how to respond to these constructively in a sales situation.
6. typical objections that can arise in a selling situation, including the difference between sincere and insincere objections, and how to manage these effectively.
7. effective methods for closing sales.
8. legal, regulatory and ethical requirements impacting upon selling in the fitted furniture industry
9. your organisation’s sales plans and objectives, including its target market, key customers and their requirements from your products and services.
10. your organisation’s products and services, their features and potential benefits.
11. your organisation’s structure and lines of decision-making.
12. competitor sales activities, and key features of their products and services.
13. your own sales targets and plans for achieving these.
14. your organisation’s sales process and procedures, including recording requirements.
15. available literature and materials to support the selling process.
PROFD16 - Sell products and services
Overview
This standard is about the activities involved within the sales cycle in matching products and services to customers’ needs.
This standard is relevant to those involved in selling their organisation’s products and services, but are not necessarily sales specialists. For example, such individuals might be ‘general’ managers within larger organisations, or managers and/or proprietors within small to medium-sized organisations.
Outcomes
Performance Criteria
You must be able to:
1. identify customers requirements through careful questioning, checking for understanding and summarising their buying needs and interests.
2. identify the key features and associated benefits of your relevant products and services, relating these to the needs identified.
3. assess with customers which of your products and services are suitable for their needs.
4. evaluate potential trade-offs, whereby particular aspects of the product or service’s package might be enhanced whilst others of lesser importance might be reduced, which may be beneficial both to customers and to your organisation.
5. provide accurate information regarding products, services and prices.
6. make proposals to match the customer’s requirements.
7. explore any queries or objections raised by customers and identify any reasons holding the customer back from agreeing the sale.
8. identify and prioritise any concerns customers may have.
9. provide evidence of the strengths of your organisation and its products and services to address any concerns customers may have.
10. check customers agrees how any concerns can be overcome.
11. interpret verbal and non-verbal buying signals given by customers and act upon them accordingly in progressing towards closing the sale.
12. close the sale by gaining the commitment of customers
13. agree future contact arrangements, including after-sales calls to confirm customer satisfaction where relevant.
14. record all required details accurately and clearly.
15. fulfil all relevant legal, regulatory and ethical requirements.
Knowledge & Understanding
You need to know and understand:
1. key stages in the sales cycle, and how to use this effectively in structuring the sales approach.
2. the importance of listening effectively, and of confirming understanding.
3. the importance of effective questioning techniques and how to use these.
4. difference between features and benefits, and how to use these effectively in selling.
5. typical range of behaviours displayed by customers, including body language, and how to respond to these constructively in a sales situation.
6. typical objections that can arise in a selling situation, including the difference between sincere and insincere objections, and how to manage these effectively.
7. effective methods for closing sales.
8. legal, regulatory and ethical requirements impacting upon selling in the fitted furniture industry
9. your organisation’s sales plans and objectives, including its target market, key customers and their requirements from your products and services.
10. your organisation’s products and services, their features and potential benefits.
11. your organisation’s structure and lines of decision-making.
12. competitor sales activities, and key features of their products and services.
13. your own sales targets and plans for achieving these.
14. your organisation’s sales process and procedures, including recording requirements.
15. available literature and materials to support the selling process.