Assessor Resource

ICTCC341A
Provide sales solutions to customers

Assessment tool

Version 1.0
Issue Date: April 2024


Not applicable.

Field: Sales

This unit applies to processing of major sales inquiries requiring complex solutions and follow up to ensure customer satisfaction.

This unit is based on units ICTTC212A in the ICT97 training package.

: Nil

Equivalent units: Nil

Note: Performance Criteria may be adapted to the enterprises specific sales processes.

Field: Sales

This unit applies to processing of major sales inquiries requiring complex solutions and follow up to ensure customer satisfaction.

This unit is based on units ICTTC212A in the ICT97 training package.

: Nil

Equivalent units: Nil

Note: Performance Criteria may be adapted to the enterprises specific sales processes.

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

Not applicable.



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.

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.

Critical evidence

Assessment candidates should produce evidence of the following:

Identification and verification of customer needs.

Obtaining of specialist advice to the advantage of enterprise in meeting customer needs.

Matching of product/service to customer need and full presentation of available options.

Accurate provision of estimates/quotes.

Benefits of products/service are fully explained to the customer.

Promotion of enterprise in dealings with the customer.

Pricing structures relating to product/service offered are clearly explained and understood by the customer.

Negotiation of payment and financing arrangements with the customer.

Accurate recording of sales, payment and delivery arrangements.

Achievement of customer satisfaction.

Skills and knowledge

Advanced Customer Service Skills.

Listening Skills.

Interpersonal Skills.

Negotiation Skills.

Problem Solving Skills.

Selling Skills.

Sales Principles.

Marketing Principles and Practice.

Estimate/Quoting Procedures.

Enterprise Protocols Associated with Customer Service.

Pricing Policies.

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.

Critical evidence

Assessment candidates should produce evidence of the following:

Identification and verification of customer needs.

Obtaining of specialist advice to the advantage of enterprise in meeting customer needs.

Matching of product/service to customer need and full presentation of available options.

Accurate provision of estimates/quotes.

Benefits of products/service are fully explained to the customer.

Promotion of enterprise in dealings with the customer.

Pricing structures relating to product/service offered are clearly explained and understood by the customer.

Negotiation of payment and financing arrangements with the customer.

Accurate recording of sales, payment and delivery arrangements.

Achievement of customer satisfaction.

Skills and knowledge

Advanced Customer Service Skills.

Listening Skills.

Interpersonal Skills.

Negotiation Skills.

Problem Solving Skills.

Selling Skills.

Sales Principles.

Marketing Principles and Practice.

Estimate/Quoting Procedures.

Enterprise Protocols Associated with Customer Service.

Pricing Policies.

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.

Not applicable.

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Sales

May relate to:

product/service purchase/provision

variation to existing product/service

upgrade of current product/service

amendments to previous sale arrangements.

Customer records

Are normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems

Product/service options

May relate to different products/service which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes

Technical/specialist advice

Would normally be provided by product/service specialist engineer/provisioning/marketing staff

Estimates/quotes

May be prepared alone or in conjunction with specialist staff.

Payment arrangements

May be:

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit checks

May be automated or undertaken by sales person or by specialist staff within the enterprise.

Relevant legislation, codes, regulations and standards include:

Privacy Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Freedom of Information

Trade Practices Act

Consumer Credit Code

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Sales

May relate to:

product/service purchase/provision

variation to existing product/service

upgrade of current product/service

amendments to previous sale arrangements.

Customer records

Are normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems

Product/service options

May relate to different products/service which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes

Technical/specialist advice

Would normally be provided by product/service specialist engineer/provisioning/marketing staff

Estimates/quotes

May be prepared alone or in conjunction with specialist staff.

Payment arrangements

May be:

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit checks

May be automated or undertaken by sales person or by specialist staff within the enterprise.

Relevant legislation, codes, regulations and standards include:

Privacy Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Freedom of Information

Trade Practices Act

Consumer Credit Code
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 to determine requirements 
Verify and agree actual customer needs with the customer 
Access customer records in the case of an existing client 
Technical/specialist advice is offered to the customers where such advice is considered beneficial to the closing of the sale and customer understanding and decision making 
Identify the customer's financial limitations 
Discuss estimates and quotes with specialist staff prior to submission to customer fully 
Prepare, present and discuss estimates/quotes with the customer, as the role permits 
Explain the benefits of the various options fully 
Explain pricing structures to the customer fully 
Give customers the opportunity to question options/quotes provided 
Promote the advantages of dealing with the enterprise 
Manage customer objections effectively by promotion of specific benefits 
Agree on the product/service to be purchased with the customer 
Establish the customer's preferred purchase arrangements clearly 
Finalise documentation relating to sale and forwarded to customer for agreement and signature 
Negotiate and arrange the method of payment with the customer 
Conduct appropriate credit checks 
Record delivery/installation arrangements as agreed with the customer 
Privacy requirements are fully applied during the transaction 
Record details of sale fully 
Amend existing customer records where appropriate 
Initiate invoices in accordance with enterprise policy 
Organise delivery/installation in accordance with enterprise policy 
Verify of customer satisfaction after delivery/installation 
Identify additional action to satisfy customer need 
Initiate action in an efficient and timely manner 

Forms

Assessment Cover Sheet

ICTCC341A - 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

ICTCC341A - 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: