Assessor Resource

BSBCUE304
Provide sales solutions to customers

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to process sales enquiries requiring complex solutions, and to follow up to ensure customer satisfaction.

It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Identify customer needs

1.1 Question customers in detail and listen actively to determine product and service requirements

1.2 Verify and agree customer needs with customer

1.3 Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to closing of the sale and customer understanding and decision-making

1.4 Identify customer’s financial limitations

1.5 Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer

2 Respond to customer needs

2.1 Prepare, present and discuss estimates and quotes with customer, as role permits

2.2 Fully explain benefits of various options and pricing structures to customer

2.3 Give customer opportunity to question options and quotes provided

2.4 Promote advantages of dealing with the organisation

2.5 Manage customer objections effectively by promoting specific benefits

3 Close sales

3.1 Agree on product or service to be purchased with customer

3.2 Establish customer’s preferred purchase and payment arrangements

3.3 Finalise documentation relating to sale and forward to customer for agreement and signature

3.4 Negotiate and arrange payment method with customer

3.5 Conduct appropriate credit checks

3.6 Clearly record delivery/installation arrangements as agreed with customer

3.7 Comply with relevant legislation, codes, regulations and standards during engagement and sale

4 Input sales records

4.1 Fully record details of sale

4.2 Amend existing customer records where appropriate

4.3 Initiate invoices according to organisational policy

4.4 Organise delivery/installation according to organisational policy

5 Provide sales support where required

5.1 Verify customer satisfaction after delivery/installation

5.2 Identify additional action to satisfy customer needs

5.3 Initiate action in an efficient and timely manner

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Identify customer needs

1.1 Question customers in detail and listen actively to determine product and service requirements

1.2 Verify and agree customer needs with customer

1.3 Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to closing of the sale and customer understanding and decision-making

1.4 Identify customer’s financial limitations

1.5 Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer

2 Respond to customer needs

2.1 Prepare, present and discuss estimates and quotes with customer, as role permits

2.2 Fully explain benefits of various options and pricing structures to customer

2.3 Give customer opportunity to question options and quotes provided

2.4 Promote advantages of dealing with the organisation

2.5 Manage customer objections effectively by promoting specific benefits

3 Close sales

3.1 Agree on product or service to be purchased with customer

3.2 Establish customer’s preferred purchase and payment arrangements

3.3 Finalise documentation relating to sale and forward to customer for agreement and signature

3.4 Negotiate and arrange payment method with customer

3.5 Conduct appropriate credit checks

3.6 Clearly record delivery/installation arrangements as agreed with customer

3.7 Comply with relevant legislation, codes, regulations and standards during engagement and sale

4 Input sales records

4.1 Fully record details of sale

4.2 Amend existing customer records where appropriate

4.3 Initiate invoices according to organisational policy

4.4 Organise delivery/installation according to organisational policy

5 Provide sales support where required

5.1 Verify customer satisfaction after delivery/installation

5.2 Identify additional action to satisfy customer needs

5.3 Initiate action in an efficient and timely manner

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
Question customers in detail and listen actively to determine product and service requirements 
Verify and agree customer needs with customer 
Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to closing of the sale and customer understanding and decision-making 
Identify customer’s financial limitations 
Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer 
Prepare, present and discuss estimates and quotes with customer, as role permits 
Fully explain benefits of various options and pricing structures to customer 
Give customer opportunity to question options and quotes provided 
Promote advantages of dealing with the organisation 
Manage customer objections effectively by promoting specific benefits 
Agree on product or service to be purchased with customer 
Establish customer’s preferred purchase and payment arrangements 
Finalise documentation relating to sale and forward to customer for agreement and signature 
Negotiate and arrange payment method with customer 
Conduct appropriate credit checks 
Clearly record delivery/installation arrangements as agreed with customer 
Comply with relevant legislation, codes, regulations and standards during engagement and sale 
Fully record details of sale 
Amend existing customer records where appropriate 
Initiate invoices according to organisational policy 
Organise delivery/installation according to organisational policy 
Verify customer satisfaction after delivery/installation 
Identify additional action to satisfy customer needs 
Initiate action in an efficient and timely manner 

Forms

Assessment Cover Sheet

BSBCUE304 - Provide sales solutions to customers
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

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCUE304 - Provide sales solutions to customers

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: