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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 30 5. Advise and recommend products that meet customer needs and give honest and complete information every time. 6. Be aware of the benefits of recommending energy efficient appliances and help the customer become more conscious of the benefits of buying energy efficient appliances. 7. Be consistent in the way you conduct sales and treat customers. Don’t just do it for those who you think are more likely to buy. 8. Be flexible enough to change methods to suit customer preferences and individuality. 9. Conduct yourself so that the customer will return to your store and seek you help. 10. Develop a good memory and recognizing customers if they do return, even if you can’t remember the name show you do recognise them. Briefly run through points and discuss. STATE / READ REMEMBER: If you can do these things you’ll be well on the way to contributing to a cleaner environment and gaining the benefits that promoting and selling energy efficient appliance bring. W/B 25

3.3 ROLE PLAYS Reference: Information Manual Section 4 METHOD CONTENT RESOURCES ROLE-PLAYS (IF TIME PERMITS) EXERCISE Groups of 3 to 4. Allocate each group a scenario and answer the questions. Select one group for each scenario to role-play the scenario and conduct a group discussion on their outcomes, suggesting alternatives or improvements where required. Ask participants to use a bit of imagination by putting themselves in the customer’s position and improvising any missing information that the salesperson may request. The purpose is to look at how the salesperson develops the sale and the techniques and knowledge used to satisfy the customers needs and introduce the Energy Rating label and ensure the customer understands the label. Groups are to use the information in the Consumer Buyer Guides as the basis for all product information and resources. Scenario 1 The customer is a young man who indicates he is after a clothes dryer as he has just moved into a house with 3 friends and has been elected to purchase the dryer. He has little knowledge of the product. EXAMPLES TRAINER EXAMPLES: look for hints that will indicate motives – - people may indicate the requirement for a larger capacity - people may be conscious of cost – good lead into value and Lifetime Running Costs – not necessarily the initial price. Scenario 2 An elderly couple wants to purchase a dishwasher. They have never had one before but they now want to make things easier for themselves. They don’t want to spend too much and are conscious of keeping running costs low. W/B 26 Page 31

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