• 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

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

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.

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

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

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.

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

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

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.

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.

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.

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.

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.

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.