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Training Guide for retail sales staff - Energy Labelling

Training Guide for retail sales staff - Energy Labelling

3.2 continued METHOD

3.2 continued METHOD CONTENT RESOURCES Page 26 TRAINER NOTE: The focus of this segment should be on the salesperson’s performance in terms of skills, both sales and interpersonal. EXERCISE 1. Rate the following points of the salesperson’s performance. (1 = poor, up to 5 = excellent). Discuss both good and bad points. DISCUSS a. Discuss in terms of whether the features shown on the fridge were adequate and related specifically to the customers needs. b. Discuss in terms of whether any features were translated into benefits particularly in regard to energy efficiency. c. Discuss the confidence of the sales person in the selection of the fridge as being right for the customer. d. Discuss the salesperson’s knowledge in answering the customer’s questions on the label. e. Discuss whether sincerity and concern were shown and how realistic were they? What behaviour assisted/hindered in giving this impression. f. Discuss whether the customer’s attitude toward the salesperson may change and what would be the cause. DISCUSS 2. What was the key result of the sales person’s actions and what does it mean to his future sales? Lead to: The lost customer and no return sales. DISCUSS 3. Discuss how the salesperson can improve his sales presentation? Lead to: - ask more questions to get at any undisclosed buying motives - either learn more about the labels or be more honest - show more commitment rather than resorting to a discount W/B 22 W/B 23 W/B 23

3.2 continued METHOD CONTENT RESOURCES 4. Energy smart features include: • Adjustable shelving • Easy access to thermostat • Simple to read thermostat controls • Door open alarm • Dimensions allow adequate space around ventilation unit 5cm • Rollers or castors 5 minutes Video Segment 3 SHOW VIDEO Segment 3 EXERCISE 1. What are some energy smart features of clothes washers you could recommend to your customers? ANSWER • A range of settings to let the customer match the cycle to the type and size of load. • Dual water connection • Delay start function to take advantage of off peak electricity rates DISCUSS • Low water consumption e.g. AAA rating • Front loading EXERCISE 2. Rate the following points of the salesperson’s ANSWER performance. (1 = poor, up to 5 = excellent. Discuss both good and bad points. DISCUSS a. Discuss in terms of whether the features shown were adequate and related specifically to the customers needs. b. Discuss in terms of whether any features were translated into benefits particularly in regard to energy efficiency. c. Discuss the confidence of the sales person in the selection of the clothes washer as being right for the customer. d. Discuss the salesperson’s knowledge in answering the customer’s question on the label. W/B 23 W/B 23 VIDEO W/B 23 W/B 23 Page 27

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