Title Page


  • DATE:



Make a great first impression

  • Know how to engage customer when greeting them

  • Greet your customers promptly

  • Ask if they’ve visited ILS before.

Ask the right questions

  • Knows to ask open ended questions

Customer scenario training (CM + trainee 1:1) - Who, What, Where, When, Why and How?

  • Who …

  • What …

  • Where …

  • When …

  • Why …

  • How …

Educate with product knowledge

  • Features and benefits of product type (e.g. Single Motor vs. Twin Motor)

  • Know the common materials for products (e.g. Aluminium vs. Steel, Vinyl vs. Leather) and the pros and cons of these

Add on relevant products

  • Upselling and adding on; knowing your products so you know what can go together (e.g. a lift chair and guardsman purchase)

Clarify concerns

  • Identify customer's concerns

  • Show gratitude; they have given you an opportunity to address a concern and move forward

  • Empathise

  • Ask, probe and confirm

  • Show (and know!) the value in your product

Ask for the sale

  • Ask for the sale (e.g. "Would you like to go ahead with that?)

Confirm your customer

  • Connect with the customer

  • Connect the customer to the product

  • Connect the product to additional value

CONFIRMATION: I have understood and demonstrated all of the items listed above. I accept that by signing below that I am confirming my competency in all items above.

  • Team Member Signature

  • Add signature

  • Training Auditor Signature

  • Add signature


The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.