| National Skills Standards
The Sales and Service Skills Standards
The Sales and Service Skills Standards
were developed by the National Retail Federation Foundation(NRF
Foundation), using guidelines developed by the National Skills
Standards Board (NSSB), as a part of a national skills standards
system. These standards have been integrated throughout Glencoe’s
Retailing program.
The Standards address the work itself (work-oriented
components) and the knowledge, skills, and abilities needed
to perform the work (worker-oriented components). The NRF
Foundation has also compiled Academic and Employability Skills
as well as Occupational and Technical Skills.
Use the link below to access the Candidate
Handbook.
http://www.nrf.com/content/foundation/certification%20Handbook.pdf
Critical Work Functions
The NRF Foundation has compiled the
following work-function skills standards, which are the result
of more than two years research about entry-level through
first-line supervisory work in the retail, wholesale, personal
services, and real estate industries. Understanding and mastering
these skills will facilitate preparation for certification.
- Learns about products or services
- Assesses customer needs
- Educates customer
- Meets customers’ needs and provides ongoing support
- Prepares for selling
- Gains customer commitment and closes the sale
- Develops and implements a sales follow-up plan
Learns About Products or Services
1.1 Undergoes company-provided training
to support product or services as well as
follow-up training.
1.2 Reviews and comprehends written and multimedia material
pertaining to products or
services produced by employee’s
company or trade organization.
1.3 Tests and samples products or services
1.4 Studies competitors’ products or services, including
competitors’ marketing materials
(ads, fliers, TV commercials,
Web pages, etc.).
Assesses Customer Needs
2.1 Addresses the customer, either
in person, by telephone, e-mail or other means.
2.2 Gathers information about customer’s needs, and
customer’s knowledge of products
or services.
2.3 Responds to customer’s comments and questions.
2.4 Determines customer’s price considerations.
Educates Customer
3.1 Explains and demonstrates products
or services and prices to customer.
3.2 Identifies alternative or additional products, services,
and/or options available.
3.3 Informs customer about service policies (returns, warranties,
guarantees, service
plans).
3.4 Solicits supervisor or co-worker support and advice when
necessary to meet
customer needs.
Meets Customer’s Needs and Provides
Ongoing Support
4.1 Coordinates as needed with other
services to expedite delivery of service or product.
4.2 Contacts customer to determine if products or services
meet customer’s expectations.
4.3 If customer’s expectations are not met, informs
the customer of how the company will
satisfy the customer’s
needs and facilitates resolution process.
Prepares for Selling
5.1 Reviews and understands future
sales goals and how they are based on current and
past performance
5.2 Develops and implements strategy for selling products
or services.
5.3 Familiarizes self with pricing strategies and policies.
5.4 Identifies and prioritizes potential customers within
market target area.
Gains Customer Commitment and Closes
Sale
6.1 Observes customer for verbal or
body language signs indicating that he or she is
ready to
complete the sale.
6.2 Engages in negotiation process.
6.3 Closes and confirms sales with customer.
6.4 Discusses specifics of the sale (delivery and/or installation
date, warranties, product
protection plan).
6.5 Handles sales transaction.
Develops and Implements a Sales Follow-Up
Plan
7.1 Follows up with customer regarding
suggestions for future purchase.
7.2 Maintains contact with customers through correspondence,
phone calls, and casual
contacts in community.
7.3 Converts returns to exchanges.
7.4 Analyzes and evaluate the effectiveness of prospecting
methods, sales strategies,
and marketing/merchandising plans,
and makes any necessary adjustments.
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