Knowledge and understanding of the organisation’s; |
- structure, mission, objectives and culture and how the role contributes to its success.
- position in the flow of goods and services, between the manufacturer and the customer,
- position in the external market and the wider sector within which the business operates,
- including the roles available in relation to their own career aspirations.
- internal policies and procedures, how these relate to the role and interact with legislative
- obligations.
- vulnerability to situations that pose risk to the brand and/or business reputation
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Skills |
- communicating confidently to internal and external customers about the company and how it operates
- identifying and communicating with the relevant person if a threat or risk to the business is identified
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Knowledge and understanding of the specialist trade customer profile of the business; |
- identify specialist customer needs
- recognise how to be an effective listener.
- recognise the difference between internal and external customers and the relationship between customer satisfaction and organisational performance.
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Skills |
- using appropriate techniques and forms of communication to put customers at ease and gain their trust.
- delivering customer service that exceeds customer expectations
- identifying customer requirements and referring them onwards in an appropriate manner
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Knowledge and understanding of trade counter and telesales services and how to; |
- recognise the products, services and language used by trade customers and the technical application of those product and services
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Skills |
- assisting customers in exploring product ranges and alternative and complementary products and services, based on the fundamental underpinning product knowledge
- identifying the customers’ requirements, matching them to the trade supplier’s products and services
- delivering accurate product information, to enable the customer to make a decision on products and services and know how to access the detailed technical specification of a product when required.
- securing a trade sale using appropriate selling techniques, both face to face and on the telephone, and methods to complete the transaction.
- applying basic merchandising techniques used within the business.
- applying the key principles of selling in a trade supplier environment, using a variety of methods, which may include unique selling points, upselling, and link selling to secure and complete sales transactions.
- communicating with customers using various methods and systems appropriate to the situation
- applying the key principles of administration and working practices to accurately prepare, store, communicate and process businesses documentation.
- processing information, to the key standards of data protection, security and intellectual property rights.
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Knowledge and understanding of the key principles of warehousing and stock control; |
- the safe movement, storage and stock control of products within the trade supplier environment
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Skills |
- processing and recording the receipt, storage, assembly and despatch of goods.
- receiving stock, despatching customer orders and processing returns in line with company processes.
- loading /unloading of supplier and contractor vehicles
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Knowledge and understanding of the technologies that are appropriate to the role; |
- benefits and potential limitations of technology in the workplace
- different technologies and how they support the operation of the business.
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Skills |
- using technology appropriately and efficiently in line with business policy, e.g. PoS (point of sale) machines, PCs
- demonstrating the use of various technologies, e.g. bespoke/in house or off the shelf software packages to others.
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Knowledge and understanding of legislative responsibilities relating to the business, products and/or services being sold; |
- importance of health, safety and security in a trade supplies environment, and the consequences of not following legal guidelines.
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Skills |
- complying with legal requirements to minimise risk and build customer confidence.
- minimising disruption to the business and maintaining the safety and security of people at all time
- taking appropriate action if a breach of H&S regulations is identified.
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Knowledge and understanding of how personal responsibilities and performance contribute to the success of the team and the business; |
- understand the impact of personal behaviour and actions on the team.
- recognise and comply with organisational standards of presentation and behaviour.
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Skills |
- building two-way trust and contribute to working within a team
- collaborating with colleagues to resolve problems.
- managing personal performance by completing tasks to agreed standards and timescales and by taking action to resolve problems and communicating issues beyond own level of competence.
- demonstrating effective time management through planning and prioritising own workload.
- identifying own strengths, weaknesses and development needs
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