Support Postsale Activities

One Step Further Pty Ltd
Elanora, QLD, Australia

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' This unit describes the performance outcomes, skills and knowledge required to attand to post sale activities that build and strengthen the partnership between a salesperson and the client, and enhance the prospect of future sales. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Elements
1. Process Order
Performance criteria:
1.1 Record client order details in accordance with organisational policies and procedures
1.2 Forward order for product ti the relevant section of the organisation
1.3 Monitor the processing of the order
2. Deliver Support to Agreed Expectations
Performance criteria:
2.1 Provide technical assistance and/or advice in relation to the product purchased
2.2 Handle defective returns in accordance with organisational requirements
2.3 Provide information to facilitate product repair, support or servicing
2.4 Provide liason services to assist clients to access appropriate aftersales support
3. Handle Client Feedback
Performance criteria:
3.1 Clarify and confirm feedback with clients
3.2 Determine client’s needs and requirements
3.3 Identify and evaluate possible responses to client feedback
3.4 Respond to client needs and requirements in accordance with organisational policies and procedures
3.5 Make contact with client to ensure the response is satisfactory

4. Strengthen Client Relationships
Performance criteria:
4.1 Ensure contact is made with the buyer post-sale to ensure agreed expectations have been met
4.2 Use feedback solicitation methods on the sales process and product satisfaction
4.3 Identify, address and resolve service problems and difficulties identified through feedback

5. Offer Additional Benefits to Clients
Performance criteria:
5.1 Develop and implement client loyalty strategies to secure buyer loyalty and to facilitate ongoing contact
5.2 Contact buyer regularly post-sale at an appropriate level to maintain relationship and to identify new sales and cross-selling opportunities
5.3 Offer additional sales solutions and benefits to clients when opportunities arise

...''

Elements of this syllabus are subject to change.

Phone:(07) 5593 9111

School Address/Venue(s):

PO Box 4432
Elanora
Queensland, 4221 Australia



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