Job
Behavior |
Value
to the Job |
Greets/meets new customers. |
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Responds to customer inquiries about specific products or services. |
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Converses with customers to establish rapport. |
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Asks questions to determine the best product/service match for the customer. |
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Actively listens to customer responses and asks follow-up questions as necessary. |
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Presents one or more product/service options based on identified customer needs. |
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Compares the features and benefits of various products/services. |
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Demonstrates and/or discusses product/service features. |
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Discusses product/service warranties and/or guarantees. |
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Discusses product/service promotions, sales, and incentives. |
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Differentiates among competing product brands and discusses the differences among brands (e.g., brand reputation, strengths, weaknesses). |
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Recommends specific products/services and explains the value to the customer. |
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Responds to customer objections as appropriate (e.g., emphasizes value, reputation, reliability, features). |
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Discusses pricing objections with customers and responds as feasible according to established policies. |
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Prompts the customer to make a purchase by generating interest and enthusiasm in the product/service. |
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Directly asks customers if they are ready to complete the sale. |
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Suggests additional products or services (e.g., accessories, upgrades, extended warranties) to supplement the current sale. |
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Processes sales transactions and follows transaction procedures and guidelines. |
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Explains terms and conditions of the sale (e.g., warranty periods, contract provisions). |
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Provides written information (e.g., brochures, product specifications) to customers. |
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Encourages future contact from customers who haven’t yet made a purchase (e.g., discusses upcoming sales/promotions, provides contact information). |
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Stays informed about the details of current sales and promotions. |
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Learns the features and benefits of new products and services as they become available. |
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Maintains awareness of competitors’ products/services (e.g., features, promotions, new offerings). |
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Assists other sales associates as necessary. |
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