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
communication skills to communicate with internal and external customers
customer service and sales skills to operate within sales environment
literacy skills to clearly articulate information and advice
negotiation skills to work with difficult contacts or situations
numeracy skills to accurately analyse and validate data
planning and organising skills to manage own tasks within required timeframes
problemsolving skills to apply a range of problemsolving strategies
selfmanagement skills to:
comply with policies and procedures
evaluate and monitor own performance
have confidence in own ideas
seek learning and development opportunities
work in a team environment.
Required knowledge
estimate and quote procedures
marketing and sales principles and practices
organisational pricing policies
organisational protocols associated with customer service and sales
statutory, regulatory and legislative requirements relating to providing sales solutions to customers.
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.
Product and service requirementsmay include: | different products or services that meet customer needs, which may include: pricing differentials product models product or service mixes product or service types. |
Technical and specialist advicemay include: | discussion with: product or service specialists product or service providers marketing staff escalation of contact to: product or service specialists product or service providers marketing staff. |
Salemay include: | amendments to previous sale arrangements product or service purchase provision variation to existing product or service upgrade of current product or service. |
Purchase and payment arrangementsmay include: | cash cheque credit card direct debit money order payment on delivery. |
Credit checksmay be: | automated undertaken by sales person or by specialist staff within the organisation. |
Relevant legislation, codes, regulations and standardsmay include: | Consumer Credit Code equal employment opportunity and anti-discrimination legislation Privacy Act Telecommunications Act Trade Practices Act/Competition and Consumer Act |
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