Knowledge and Understanding (Realize it)

Skills (Present it)

Behaviours (Reside it)


Know the shopper profile of the enterprise, applicable strategies for speaking with prospects e.g. nose to nose and remotely, what prospects’ buying habits are, easy methods to assist and improve 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 improve gross sales by offering helpful data and repair

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


Know the imaginative and prescient, aims and model requirements of the enterprise and easy methods to contribute in direction of their success

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

Display private drive and a optimistic regard for the repute and goal 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 referring to packing of products and coping with returned merchandise

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


Know the way the enterprise positions itself with the intention to improve its market share and compete in opposition to its essential rivals for instance its distinctive promoting factors, its straplines, promotions and promoting campaigns

Affect prospects’ buying choices by offering correct steerage on product and value comparisons and sharing information on native presents and variances

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


Know easy methods to determine and decide people’ scenario and desires and easy methods to reply in essentially the most applicable method in keeping 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 data)

Use efficient strategies of communication that obtain the specified consequence, based on 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 grasp written or on-line communications and reply appropriately

Sales and Promotion

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

Use quite a lot of gross sales strategies when offering prospects with data which can be applicable to the enterprise and actively promote the advantages of seasonal presents for instance, via in-store or on-line promotions

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

Product and service

Know data on the manufacturers, services and products as required by the enterprise (for instance in massive retailers a basic information of a variety of services and products could also be wanted, however in specialist retailers an in depth information on the technical specification of a product and the aftercare service could also be mandatory)

Assist match services and products to prospects’ wants and improve the quantity they spend for instance via the sale of related services and products

Confidently show a perception within the  services and products the enterprise presents

Model repute 

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

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

 Uphold and personally show a optimistic model and enterprise repute always


Perceive how improve gross sales via product placement by utilising ‘scorching spots’ and recognising the connection between gross sales and area


Actively use strategies to optimise gross sales via efficient product placement, making certain product shows stay enticing, interesting and secure to prospects

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


Know easy methods to keep applicable ranges of the appropriate inventory to satisfy buyer demand, bearing in mind deliberate advertising actions and anticipated seasonal differences and the situations they should be saved in

Keep applicable ranges of the appropriate inventory to satisfy buyer demand, guarantee it’s stored within the right situation (for instance right temperature, setting, packaging), and minimise inventory loss via correct administration, minimising wastage and theft


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


Know easy methods to function expertise corresponding 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 keeping with firm coverage, to assist gross sales and repair making certain 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 might assist the enterprise


Know easy methods to assist and affect the crew positively, recognising how all colleagues and groups are depending on one another to satisfy enterprise aims

Assist crew members to make sure that the companies supplied are of a top quality, delivered on time and as required

Display pleasure in personal position via a persistently optimistic {and professional} method, and pay attention to the affect of non-public behaviour inside the crew


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


Problem private strategies of working and actively implement enhancements

Take accountability for personal efficiency, studying and improvement, striving to perform the most effective outcomes and take a versatile and adaptable method to work 

Legal and governance


Recognise and perceive legislative tasks referring to the enterprise and the merchandise and/or companies being bought (for instance the significance of meals security for meals retailers), the significance of  defending peoples’ well being, security and safety, and the implications of not following authorized pointers


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 sincere and reliable method placing private security and that of others first


Perceive easy methods to work with folks from a variety of backgrounds and cultures and recognise how native demographics can affect on the product vary of the enterprise

Put folks comfortable in all issues serving to them to really feel welcome and supported and supply them with data that’s related to their wants

Function in an empathic, truthful {and professional} method


Know easy methods to take accountable choices to minimise unfavourable results on the setting in all work actions


Minimise the impact of labor actions on the setting via managing wastage and loss based on enterprise procedures


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


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