View Unit : Promote additional services or products to customers

Unit

Unit Reference Number

D/601/0936

Qualification Framework

QCF

Title

Promote additional services or products to customers

Unit Level

Level 2

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

15.2 Administration

Unit Grading Structure

Pass

Assessment Guidance

The assessment and quality assurance requirement for this unit provides evidence towards A and V units

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	identify additional services or products that are available	1.1	update and develop their knowledge of their organisation’s services or products
		1.2	check with others when they are unsure about new service or product details
		1.3	identify appropriate services or products that may interest their customer
		1.4	spot opportunities for offering their customer additional services or products that will improve the customer experience
2	inform customers about additional services or products	2.1	choose the best time to inform their customer about additional services or products
		2.2	choose the best method of communication to introduce their customer to additional services or products
		2.3	give their customer accurate and sufficient information to enable them to make a decision about the additional services or products
		2.4	give their customer time to ask questions about the additional services or products
3	gain customer commitment to using additional services or products	3.1	close the conversation if the customer shows no interest
		3.2	give information to move the situation forward when their customer shows interest
		3.3	secure customer agreement and check customer understanding of the delivery of the service or product
		3.4	take action to ensure prompt delivery of the additional services or products to their customer
		3.5	refer their customer to others or to alternative sources of information if the additional services or products are not their responsibility
4	understand how to promote additional services or products to customers	4.1	describe the organisation’s procedures and systems for encouraging the use of additional services or products
		4.2	explain how additional services or products will benefit their customers
		4.3	explain how their customer’s use of additional services or products will benefit their organisation
		4.4	identify the main factors that influence customers to use their services or products
		4.5	explain how to introduce additional services or products to customers outlining their benefits, overcoming reservations and agreeing to provide the additional services or products
		4.6	state how to give appropriate, balanced information to customers about services or products

Equivalent Units

There are no equivalences to display.