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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 28 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. EXERCISE 3. What did the salesperson take the opportunity to do during the sale? Provide examples? ANSWER Lead to: DISCUSS Educate the customer – - on Energy Rating labels - rule of thumb for electrical appliances - Galaxy Energy Awards 5 minutes Video Segment 4 SHOW VIDEO Segment 4 Stop Video at prompt and complete Workbook exercise. EXERCISE 1. Discuss the importance of consistency on the part of the salesperson for long-term customer relationships. Cite examples from the video. ANSWER Lead to: DISCUSS • As a level of service is established and is considered acceptable by the customer it becomes vital that that level is maintained or improved. If the customer feels that the level of service has dropped they may decided to try somewhere else. However if the level drops after being considered very good most customers will give the store/salesperson one more chance. EXERCISE 2. Discuss the impact of educating the customer as part of the sales process? ANSWER Lead to: DISCUSS • the time taken for the sale is shortened allowing for the more important area of building the relationship W/B 23 W/B 24 VIDEO W/B 24 W/B 24

3.2 continued METHOD CONTENT RESOURCES • the selling becomes easier because the customer already has the information and in most cases almost sold the product to themselves. The salesperson must be aware of the buying motives and check that the product is what the customer really needs. EXERCISE 3. Discuss what further things the salesperson could do to enhance the relationship and benefit the customer even more? ANSWER Lead to: DISCUSS • Follow up on sales by calling the customer to check they are happy with the product, delivery etc. 5 minutes Video Summary • Send new information to the customer, which may interest them etc. • Keep them informed of appliance developments and new more efficient appliances they may be in the market for in the future. SHOW VIDEO Segment 5 Stop Video at prompt and complete Workbook exercise. DISCUSS / The key points for selling high star rated appliances: READ 1. Understand the purpose and background of the Energy Rating labels for gas and electrical star rated appliances. 2. Use this information at every opportunity to educate appliance consumers. 3. Use your sales skills to qualify customers and determine all their needs, not just those initially voiced by the customer – sometimes you have to read between the lines. 4. Build the relationship with the customer by showing a genuine interest. W/B 24 W/B 25 VIDEO Page 29

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