Knowledge and Understanding (Understand it)

Skills (Present it)

Behaviours (Dwell it)


Know the client profile of the enterprise, acceptable strategies for speaking with prospects e.g. nose to nose and remotely, what prospects’ buying habits are, tips on how to assist and enhance gross sales, encourage buyer loyalty and obtain repeat enterprise

Positively work together with prospects, utilizing enterprise related strategies for instance nose to nose or on-line, to assist and enhance gross sales by offering helpful info and repair

Undertake an approachable and pleasant method, interacting with prospects in step with the type of the enterprise, exhibiting a real curiosity in assembly their wants and actively looking for suggestions to enhance personal high quality of service provision


Know the imaginative and prescient, goals and model requirements of the enterprise and tips on how to contribute in direction of their success

Set up a very good rapport with prospects, serve them in step with model requirements and promote the values of the enterprise in all work actions

Exhibit private drive and a optimistic regard for the fame and purpose of the enterprise


Perceive the ideas of working commercially and supporting the general monetary efficiency of the enterprise for instance by aiming to exceed focused gross sales and cut back wastage and returns

Ship a gross sales service that meets prospects’ wants and balances the monetary efficiency of the enterprise for instance working in direction of gross sales targets, following procedures regarding packing of products and coping with returned merchandise

Act credibly and with integrity on all issues that have an effect on monetary efficiency

Advertising and marketing

Know the way the enterprise positions itself in an effort to enhance its market share and compete towards its predominant rivals for instance its distinctive promoting factors, its straplines, promotions and promoting campaigns

Affect prospects’ buying choices by offering correct steering on product and worth comparisons and sharing information on native affords and variances

Take an curiosity within the place of the enterprise inside the wider trade


Know tips on how to determine and decide people’ scenario and wishes and tips on how to reply in probably the most acceptable manner in step with the enterprise tradition (for instance the distinction in how a branded items retailer would talk to their prospects could be very totally different from a person that retails a funeral service, or somebody that should convey extremely technical product info)

Use efficient strategies of communication that obtain the specified end result, in response to the buying course of e.g. nose to nose, by way of the phone or on-line

Take a optimistic curiosity in prospects, actively listening or taking due care to know written or on-line communications and reply appropriately

Sales and Promotion

Perceive the gross sales alternatives that exist throughout the 12 months inside the enterprise and trade and the necessity to know prospects’ shopping for habits throughout these intervals, seasonal product / service information, and inventory necessities at totally different occasions of the 12 months

Use a wide range of gross sales strategies when offering prospects with info which might be acceptable to the enterprise and actively promote the advantages of seasonal affords for instance, by way of in-store or on-line promotions

Professional-actively search methods of enhancing gross sales while being delicate to the wants of the client and encourage group members to do the identical

Product and service

Know info on the manufacturers, services and products as required by the enterprise (for instance in giant retailers a basic information of a spread of services and products could also be wanted, however in specialist shops an in depth information on the technical specification of a product and the aftercare service could also be vital)

Assist match services and products to prospects’ wants and enhance the quantity they spend for instance by way of the sale of related services and products

Confidently reveal a perception within the  services and products the enterprise affords

Model fame 

Know and perceive the significance of brand name and enterprise fame and what can have an effect on it

Reply to conditions that threaten model and enterprise  fame in step with firm coverage and alert the related particular person if a risk is recognized

 Uphold and personally reveal a optimistic model and enterprise fame always


Perceive how enhance gross sales by way of product placement by utilising ‘sizzling spots’ and recognising the connection between gross sales and area


Actively use strategies to optimise gross sales by way of efficient product placement, guaranteeing product shows stay engaging, interesting and secure to prospects

Make suggestions for merchandising as vital to reinforce gross sales and buyer satisfaction 


Know tips on how to preserve acceptable ranges of the fitting inventory to fulfill buyer demand, taking into consideration deliberate advertising and marketing actions and anticipated seasonal differences and the situations they have to be saved in

Preserve acceptable ranges of the fitting inventory to fulfill buyer demand, guarantee it’s saved within the appropriate situation (for instance appropriate temperature, surroundings, packaging), and minimise inventory loss by way of correct administration, minimising wastage and theft


Take possession and accountability to determine inventory points and take motion to handle them


Know tips on how to function expertise comparable to buyer funds and perceive how altering expertise, for instance social media, digital and multichannel instruments, assist the sale of merchandise and facilitates an efficient and environment friendly service to prospects


Use expertise appropriately and effectively in step with firm coverage, to assist gross sales and repair guaranteeing that upkeep points are handled promptly


Embrace using expertise, use it responsibly and take an curiosity in new developments, for instance in social media, that would assist the enterprise


Know tips on how to assist and affect the group positively, recognising how all colleagues and groups are depending on one another to fulfill enterprise goals

Help group members to make sure that the providers offered are of a top quality, delivered on time and as required

Exhibit delight in personal position by way of a constantly optimistic {and professional} method, and pay attention to the influence of private behaviour inside the group


Perceive how private efficiency contributes to the success of the enterprise for instance the sale of services and products, growing gross sales and reaching buyer loyalty


Problem private strategies of working and actively implement enhancements

Take accountability for personal efficiency, studying and growth, striving to perform the perfect outcomes and take a versatile and adaptable method to work 

Legal and governance


Recognise and perceive legislative duties regarding the enterprise and the merchandise and/or providers being bought (for instance the significance of meals security for meals retailers), the significance of  defending peoples’ well being, security and safety, and the results of not following authorized tips


Adjust to authorized necessities to minimise danger and encourage buyer confidence; minimising  disruption to the enterprise and sustaining the protection and safety of individuals always


Work with integrity in an trustworthy and reliable method placing private security and that of others first


Perceive tips on how to work with individuals from a variety of backgrounds and cultures and recognise how native demographics can influence on the product vary of the enterprise

Put individuals comfy in all issues serving to them to really feel welcome and supported and supply them with info that’s related to their wants

Function in an empathic, honest {and professional} method


Know tips on how to take accountable choices to minimise damaging results on the surroundings in all work actions


Minimise the impact of labor actions on the surroundings by way of managing wastage and loss in response to enterprise procedures


Exhibit private dedication to minimising the impact of labor actions on the surroundings and make suggestions for enchancment if recognized


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