COURSE OVERVIEW:
In this course we will explore the fundamental principles and techniques required to effectively advise customers on a range of products and services. In today's competitive market, the ability to provide accurate, timely, and personalised advice is essential for enhancing customer satisfaction and driving business success.
Section A of this course will provide a comprehensive understanding of the organisational policies and procedures governing interactions with customers and product or service pricing. You will also gain insight into the basic key aspects of legislation that impact the provision of information for the product or service range, including the Australian Consumer Law (ACL) and product-specific legislation. Interpersonal communication techniques will be emphasised to ensure effective communication with customers.
Additionally, you will delve into product and service information, covering various aspects such as features and benefits, pricing, care and handling, availability, warranties, ingredients, origins, and alternative or complementary options. Understanding these aspects will enable you to provide customers with comprehensive and relevant information to meet their needs.
In Section B, you will learn practical skills to identify and access sources of information on products and services, interpret product information, compare products based on features and benefits, and update your knowledge regularly. You will also develop the ability to answer customer inquiries with current and accurate information, use questions to clarify customer needs, and explain product details clearly. In situations where additional information is required, you will learn how to source it or refer customers to relevant colleagues.
Moreover, you will be equipped to advise customers on alternative products or services when the requested item is unavailable and recommend complementary products or promotions based on their needs and preferences.
In addition, you will understand how to apply your knowledge and skills by accessing and interpreting information on four different products or services. You will then respond to customer inquiries, providing information on features and benefits, pricing, alternative options, and complementary products or services. This component will enable you to demonstrate your ability to effectively advise customers in real-world scenarios.
By the end of this course, you will be equipped with the knowledge, skills, and confidence to provide expert advice on products and services, enhancing customer satisfaction and driving business success.
This course is designed to align with the content outlined in the Nationally Recognised Unit of Competency SIRXPDK001.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand the following topics:
Section A: knowledge
· Organisational policies and procedures for Interactions with Customers and Product or Service Pricing
· Basic key aspects of legislation that impact provision of information for the product or service range
· Australian Consumer Law (ACL)
· Product or Service Specific Legislation
· Interpersonal communication techniques
· Product and service information for the product or service range, including:
o Features and benefits
o Price
o Care and handling of products
o Availability
o Storage requirements, shelf life and use by date
o Warranties
o Ingredients or materials contained in product
o Origins
o Alternative products and services
o Complementary products and services
Section B: Performance Tasks
· Identify and access sources of information on products and services.
· Interpret information about availability, features and benefits of products and services.
· Compare products and services based on product information.
· Identify and use opportunities to update knowledge for the product and service range.
· Answer customer questions about products and services with current and accurate information.
· Use questions to clarify customer information needs.
· Explain product and service details using clear communication.
· Source additional information when answer to customer request is unknown or refer to relevant colleagues.
· Identify situations where additional information may assist the customer.
· Advise on alternative products or services that may meet customer needs when requested item is not available.
· Recommend complementary products, specials, new lines and promotions to customers according to their needs.
· Access and interpret sources of information on four different products or services
· Respond to four different customer inquiries for product or service information that individually or cumulatively require provision of information on all of the following: features and benefits, price, alternative products or services and complementary products or services.
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.