- AURS241303A - Apply sales procedures
Assessor Resource
AURS241303A
Apply sales procedures
Assessment tool
Version 1.0
Issue Date: April 2024
This unit of competency applies to the following and should be contextualised to the qualification it is being applied:
retail, service and repair administration/sales selling products/services.
This unit of competency covers the competence required to use sales techniques and encompasses key selling skills from approaching customer to closing sale. It requires a basic level of product knowledge.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Employability Skills
This unit contains employability skills.
Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. | |
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of: selling enterprise product and services to customers interpreting and communicating information the ability to communicate with customers sales skills communicating effectively with others involved in or affected by the work |
Context of, and specific resources for assessment | Underpinning knowledge and skills may be assessed on or off the job The following are required: a workplace or simulated workplace persons including customers and sales staff access to products documentation, store policy and procedures manuals, OHS, legislative and statutory requirements and industry codes of practice a qualified workplace assessor. |
Method of assessment | Assessment of practical skills must take place only after a period of supervised practice and repetitive experience. If workplace conditions are not available assessment, in simulated workplace conditions is acceptable Prescribed outcome must be able to be achieved without direct supervision Practical assessments: access, interpret and apply technical information apply sales techniques and product knowledge convey information both orally and in writing access, interpret and apply sales information sell products Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role. |
Guidance information for assessment | |
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills |
collect, organise and understand information related to questioning customers to gain information on need communicate ideas and information to the operation of product and safety requirements plan and organise activities for the development of a sales approach work with others and in a team by consulting with experienced staff to develop product knowledge and sales techniques use mathematical ideas and techniques for accurate processing and recording of sale and payment method establish diagnostic processes which develop solutions to customer objections use workplace technology related to the use of business technology in processing sale |
Required knowledge |
technical information equipment safety requirements personal safety requirements specific selling skills/sales techniques sales/consumer legislation/legal requirements vehicle/component details automotive industry product knowledge |
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. | |
Methods | Methods include: face-to-face selling, telephone/electronic selling and product enquiries verbal, written and practical demonstrations Other variables may include: regular and new customers sales may be face-to-face or telephone/electronic |
Occupational health and safety (OHS) requirements | OHS requirements may include: state/territory/industry OHS requirements Work is carried out in accordance with award provisions |
Resources | Resources may include: product and services customers product and services customers videos, selling manuals, brochures, pamphlets, audio tapes company/industry guidelines |
Information/documents | Sources of information/documents may include: manufacturer/component supplier specifications enterprise operating procedures product manufacturer/component supplier specifications customer requirements industry/workplace codes of practice |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
| Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice | Yes | No | Comments/feedback |
|---|---|---|---|
| Knowledge of use and application of products and services is demonstrated | |||
| Experienced sales staff or product information guide are consulted to increase product knowledge | |||
| Timing of customer approach is determined and applied | |||
| Effective sales approach is identified and applied | |||
| Positive impression is conveyed to arouse customer interest | |||
| Knowledge of customer buying behaviour is demonstrated | |||
| Customer is focused on specific merchandise | |||
| Questioning techniques are applied to determine customer buying motives | |||
| Listening skills are used to determine customer requirements | |||
| Non-verbal communication cues are interpreted and clarified | |||
| Customers are identified by name where possible | |||
| Customer needs are matched to products and services | |||
| Knowledge of product features and benefits are communicated clearly to customers | |||
| Product use and safety requirements are described to customers | |||
| Customers are referred to product specialist | |||
| Routine customer questions about merchandise, e.g. price, price reductions, quality and usage, are answered accurately and honestly or referred to more experienced sales staff | |||
| Customer objections are identified and accepted | |||
| Objections are categorised into price, time and merchandise characteristics | |||
| Solutions are offered according to store policy | |||
| Problem solving is applied to overcome customer objections | |||
| Customer buying signals are monitored, identified and responded to | |||
| Customer is encouraged to make purchase decision | |||
| Method of closing sale is selected and applied | |||
| Legislative and legal sales requirements/procedures are followed | |||
| Opportunities for making additional sales are recognised and applied | |||
| Customer is advised of complementary products or services according to identified needs | |||
| Personal sales outcomes are reviewed to maximise future sales |
Forms
Assessment Cover Sheet
AURS241303A - Apply sales procedures
Assessment task 1: [title]
Student name:
Student ID:
I declare that the assessment tasks submitted for this unit are my own work.
Student signature:
Result: Competent Not yet competent
Feedback to student
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Date:
Assessment Record Sheet
AURS241303A - Apply sales procedures
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
(add lines for each task)
Feedback to student:
Overall assessment result: Competent Not yet competent
Assessor name:
Signature:
Date:
Student signature:
Date: