The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

consistently maximises sales opportunities by using effective selling techniques, applying detailed product knowledge and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales

communicates performance summary information effectively to team members and senior colleagues according to business policy and procedures

consistently participates in personal and team sales performance evaluation to maximise future sales

actively seeks feedback from peers and supervisors to identify personal skills gaps

maintains communication with supervisors to access training and development needs in an agreed timeframe within the context of required work activities

identifies, describes and constructs the foundations required for long-term customer relationships.

Context of and specific resources for assessment

Assessment must ensure access to:

a wholesale work environment

relevant sources of product information

relevant documentation, such as:

business policy and procedures manuals

industry codes of practice and relevant legislation

OHS legislation and codes of practice

a range of business customers with different requirements

an appropriate range of products or equipment.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

third-party reports from a supervisor

customer feedback

written or verbal questioning to assess knowledge and understanding.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpersonal communication skills, including:

interpersonal communication skills to:

seek feedback and guidance

consult with others

build relationships with customers

communicate product range through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

analytical and research skills

time management

literacy and numeracy skills in regard to:

reading and interpreting information

establishing, confirming and reviewing trading terms

documenting procedures for improving sales

using a range of sales approaches and techniques

identifying own learning needs

planning a personal training program in collaboration with team and supervisor

using business technology, including data input

team work and workplace collaboration.

The following knowledge must be assessed as part of this unit:

alternative sales approaches across a range of situations

a variety of strategies for closing sales

product range, prices, strengths and weaknesses

product knowledge, including:

characteristics

features

comparative advantages

price

availability

special features (e.g. warranties, after sales support, etc.)

business policy and procedures in regard to:

selling products and services

allocated duties and responsibilities

customer service

business customer relationships and current service range

advantages of maintaining long-term customer relationships

factors influencing customer decisions

lifetime value of a customer

OHS aspects of the job

relevant consumer law, commercial law and legislation.

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 in the performance criteria is detailed below.

Communication may include:

speaking and listening

reading and writing

body language

facial expression

telephone

electronic media such as email

using languages other than English including , local community languages Indigenous languages

using forms of visual communication such as sign language

using assistive technology such as TTY

using open and inclusive language.

Supervisors and team members may:

come from a variety of social, cultural or ethnic backgrounds

vary in literacy and numeracy skills

vary in competencies

be responsible for a range of workplace functions.

Feedback may be sought and given:

verbally

in writing

in groups

individually.

Training and development may include:

formal training or education

informal learning

coaching and mentoring

job rotation

information seminars

online learning

conferences.

Sales techniques may include:

gaining a customer

closing a sale

associated sales techniques, including:

trade-up

trade-in

tie-ins

cut-ins

range-ins

negotiation skills

over-the-phone empathy creation

securing payment.

Business customers may include:

commercial companies

public agencies or organisations

governments

community and not-for-profit organisations

internal business units and divisions

new or repeat contacts

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Territory may be defined by:

size, type and location of stores

demographic parameters

territory size, location and geographic spread

account customers.

Sales, service and performance strategies may vary according to:

product or service

sales objectives and targets

sales outcomes

promotional strategies and their duration, cycle, territory coverage and product or service focus

objectives, such as:

price

profit

brand share

market share.

Resources may include:

training materials

workplace equipment and technology

relevant information.

Advantages and benefits may include:

market share

price

quality

volume of sales

presentation or merchandising of the product

associated sales

associated promotions

promotional tie ins or co-location.

Matters affecting trading terms may include:

due diligence requirements

value for money

risk sharing

market position

planning cycles and the time of the year

cost and price analysis

terms and conditions agreed

intellectual property and technology rights

value management

continuous improvement

supply chain management

infrastructural and capital outlay requirements

organisational systems integration and compatibility.