BSBSLS408A - Present, secure and support sales solutions
Assessor Resource
BSBSLS408A Present, secure and support sales solutions
Assessment tool
Version 1.0 Issue Date: April 2024
This unit applies to individuals working in a sales-related position in a small, medium or large enterprise in a wide variety of industries who use specific sales techniques to present a sales solution to meet buyer needs, secure a prospect's commitment to purchase a product or service, and build post-sale and long-term relationships to establish an ongoing relationship with clients. They may provide sales solutions individually, or provide advice and support about aspects of sales solutions to support a sales team.
This unit describes the performance outcomes, skills and knowledge required to present sales solutions that respond to the specific buying needs of a client, and to use sales processes associated with securing prospect commitment to proceed with a sale. The unit also includes attending to post-sales activities that build and strengthen the partnership between a salesperson and the client, and enhance the prospect of future sales.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Not applicable
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
Evidence of the following is essential:
demonstration of principles of effective sales presentation mix and sales closure techniques through presentation of a sales solution
demonstration of support for post-sale activities.
Context of and specific resources for assessment
Assessment must ensure access to:
a workplace or simulated work environment
product information and sales records and documentation
office equipment, machines and sales support materials to make a presentation.
Method of assessment
The following assessment method is appropriate for this unit:
analysis of responses to case studies and scenarios
observations of presentations of sales solutions
direct questioning combined with portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate
oral or written questioning to assess knowledge of sales tactic options, proposed sales solutions and ways to overcome buyer resistance
observation of persuasive communication techniques and listening skills used when presenting a sales solution and closing a sale
review of sales aids identified, selected and used
evaluation of strategies implemented to manage buyer resistance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
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
learning skills to develop and maintain knowledge of products, ideas and services for use within a sales presentation
literacy and numeracy skills to:
prepare sales documentation
process sales transactions
calculate financing arrangements
keep client sales records
use sales statistics to support a verbal argument
organisational and time-management skills to schedule follow-up contacts
verbal communication skills to:
demonstrate how product benefits and key features fulfil buyers' needs
develop rapport and build relationships with clients
manage conflict and customer dissatisfaction
negotiate to manage buyer resistance
question clients to determine client needs and preferences
use persuasive and assertive language in promoting product features and benefits
technological skills to use equipment to assist in presenting sales information
Required knowledge
detailed product knowledge, including product:
advantages and disadvantages
features
service benefits
identification and overview knowledge of key provisions of relevant legislation and codes of practicethat relate to sales, for example:
anti-discrimination
ethical principles
consumer protection
contract law
privacy laws
Trade Practices Act
materials and aids that support presentations
organisational policies and procedures relating to orders and client services
principles of achieving an effective sales presentation mix
statistical methods to demonstrate sales performance
strategies to manage client accounts, to build client goodwill and to develop client loyalty
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.
Sales aids may include:
drawings
electronic media
graphs
models
photographs
printed materials
products
product samples
transparencies
whiteboards.
Proof of benefits may include:
anecdotes and examples
comparisons
statistics
testimonials.
Verbal buying signals of the prospect may include:
confirmations
questions
statements of requirement.
Non-verbal buying signals of the prospect may include:
close examination of the product
moving closer to where a product is to be installed
smiling and nodding.
Source of buyer resistance may include:
company resistance
no perceived need
price resistance
salesperson resistance
service dissatisfaction
timing issues
uncertainty about the product.
Buyer resistance strategies may include:
assertive messages
boomerang
checking perceptions
direct denial
incentives offer
indirect denial
requesting additional information from buyers
open and closed questions
superior benefit
trial offer.
Formal close may include:
inducement
narrative close
offering alternative choices
salesperson request to the prospect to agree to purchase the product or service
summary of product benefits.
Conditions may include:
client loyalty
delivery
length of contract
payment options
price.
Feedback solicitation methods may include:
email dialogue
focus groups
one-on-one interviews
surveys
telephone interviews.
Client loyalty strategies may include:
client clubs
client reward schemes
credit or discount facilities
formal letter of thanks
handwritten note thanking the client
offering promotional items
phone call thanking the client for the business.
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
Obtain and organise products, ideas and services for use within a sales presentation
Review product information to ensure familiarity with products
Identify sales tactic options, and assess and choose them in terms of their ability to meet the needs and preferences of the prospect
Consider a variety of sales solutions and prepare to meet buyer needs
Identify and select sales aids
Identify alternatives for prospects and assess them in relation to anticipated buyer needs
Use gestures, posture, body language, facial expressions and voice to create a supportive selling environment
Use listening skills and open-ended questions to identify buyer needs, preferences, motives and objections
Adjust presentation to match the needs and preferences of the buyer
Use persuasive communication techniques to secure buyer interest
Ensure the presentation demonstrates and communicates the key features of the product and emphasises benefits in relation to identified buyer needs
Obtain and present proof of benefits through product purchase
Use sales aids to build buyer understanding of how the product is aligned with needs
Identify and assess verbal and non-verbal buying signals
Use probing to identify source of buyer resistance
Identify the strengths and limitations of buyer resistance strategies
Select and implement a strategy for managing buyer resistance
Use trial closes strategically during different stages of the sales process
Initiate formal close to the sales process following one or more trial closes
Select a strategy to close the sale and use supportive and confirming language to support the closure of the sales process
Negotiate conditions of the agreement, outline a summary of the agreement to the buyer, and confirm the buyer's decision
Provide advice on financing arrangements if required
Prepare and complete sales documents, and process and monitor client order
Identify and present cross-selling opportunities to the buyer
Ensure contact is made with the buyer post-sale to ensure agreed expectations have been met
Provide technical assistance or advice and assist clients to access appropriate after-sales support
Use feedback solicitation methods on the sales process and product satisfaction
Address and resolve service problems and difficulties identified through feedback
Develop and implement client loyalty strategies to secure buyer loyalty and facilitate ongoing contact
Offer and implement additional sales solutions and benefits to clients when opportunities arise
Forms
Assessment Cover Sheet
BSBSLS408A - Present, secure and support sales solutions
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Assessment Record Sheet
BSBSLS408A - Present, secure and support sales solutions
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Assessment task 1: [title] Result: Competent Not yet competent
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Overall assessment result: Competent Not yet competent