QP - Sales Associate [RAS/Q0104]
NOS - To improve customer relationship [RAS/N0134]
Total Number of Performance Criteria (PC) - 13
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PC List of To improve customer relationship [RAS/N0134] - Total PC - 13
1. Select and use the best method of communication to meet your customers’ expectations [PC1]
2. Take the initiative to contact your customers to update them when things are not going to plan or when you require further information [PC2]
3. Adapt your communication to respond to individual customers’ feelings [PC3]
4. Meet your customers’ expectations within your organisation’s service offer [PC1]
5. Explain the reasons to your customers sensitively and positively when their expectations cannot be met [PC2]
6. Identify alternative solutions for your customers either within or outside the organisation [PC3]
7. Identify the costs and benefits of these solutions to your organisation and to your customers [PC4]
8. Negotiate and agree solutions with your customers which satisfy them and are acceptable to your organisation [PC5]
9. Take action to satisfy your customers with the agreed solution [PC6]
10. Make extra efforts to improve your relationship with your customers [PC1]
11. Recognise opportunities to exceed your customers’ expectations [PC2]
12. Take action to exceed your customers’ expectations within the limits of your own authority [PC3]
13. Gain the help and support of others to exceed your customers’ expectations [PC4]
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