Cluster 4 - Customer Focus
Customer Care
- Dealing effectively with difficult behaviour
- Understanding and dealing with customer personality types
- Empathy and establishing rapport with customers
- Effective relationship building to gain trust & respect
- Maintaining ethics in context of customer care
- Complaints and Complements – Collecting and using customer feedback to ensure the goals of the organisation are met
- 4 R’s – retention, referral, reputation & revenue
- Recognise and understanding customer expectations and special needs and exceed them with service delivery
Sales Techniques
- Identifying customer needs through open and closed questioning techniques
- Identifying complimentary sales opportunities
- Develop product knowledge to provide customers with advice on product selection
- Closing sales techniques
- Analyse and achieve sales targets
- Maximise product sales and market share
- Maximise the sale of branded products
- Develop and implement a sales strategy
Marketing & Merchandising
- Designing marketing materials
- Manage merchandise and store presentation
- Marketing principles: direct marketing, telemarketing, word-of-mouth
- Develop marketing strategies and activities
- Promotional strategy: implement, manage and evaluate
