Assessor Resource

SIRWSLS003A
Optimise customer and territory coverage

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to frontline sales personnel. It requires frequent and effective communication with business customers to capture accurate and relevant feedback for an assigned territory, and identify and seize opportunities to improve territory coverage or service efficiency in accordance of defined sales and service standards and objectives.

This unit describes the performance outcomes, skills and knowledge required to efficiently plan and service business customers within a defined territory and seek opportunities to improve territory coverage.

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

Prerequisites

Nil

Employability Skills

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.



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, 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:

identifies and describes business performance objectives and service standards

visits and communicates effectively with business customers to capture accurate and relevant feedback for an assigned territory as frequently as required

prepares accurate and insightful reports on customer feedback and business visits according to agreed timelines, format and level of detail

arranges joint promotional activities to enhance business customer and end consumer satisfaction levels and attain sales targets

identifies and seizes opportunities to improve territory coverage or service efficiency

completes all tasks in a satisfactory and timely manner, and in consideration of sales and service standards and objectives.

Context of and specific resources for assessment

Assessment must ensure access to:

a wholesale work environment

relevant documentation, such as:

business policy and procedures

business plans and objectives

a range of business customers with different requirements

appropriate business technology.

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

review of portfolio of evidence

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.

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.

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:

collecting, analysing and organising information to:

establish territory coverage plan

research information on which to base improvement of territory coverage

determine customer needs accurately

personal task and priority planning

time management

verbal and non-verbal interpersonal communication skills

literacy and numeracy skills to:

collect and report information and feedback

read and interpret information

document procedures for improving sales.

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

territory characteristics and features

types of business customers

range of products and services for each customer within a territory

customer needs

business policy and procedures for servicing customers

competitor activity

customer satisfaction levels

relevant contact personnel in businesses

merchandise and sales strategies within territory

OHS aspects of job

relevant 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.

General contexts may include

types of products and services provided

business policy and procedures with regard to acquisition and sale of products and services

size, type and location of business

business merchandise range

strategic measurement and evaluation systems and processes

characteristics of the specific products or services

management structure and communication relationships

business service range

customers, including other businesses or end consumers serviced through business customers or directly

varying levels of staff training

worksite-specific context, variations and environments.

Performance objectives may include:

market share

positioning with local businesses

price

quality

volume of sales

presentation or merchandising of products or services

customer retention

shift in sales demographics.

Territory coverage plans may take into account:

relevant business policy and procedures

relevant legislation and statutory requirements

types of products and services provided

size, type and location of business

business merchandise range

characteristics of the specific products or services

customer demographics

customer confidence and expectations.

Customers may include:

business customers or individuals

new or repeat contacts

external and internal 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.

Customer information may include:

name and contact details

transaction records

needs and preferences

details of items bought or returned.

Feedback may be sought and given:

verbally

in writing

in groups

individually.

Customer feedback information may include:

competitor activities

pricing

satisfaction levels

needs, preferences and requests

product turnover

recalls

product problems

display disputes

end consumer complaints.

Documentation may relate to:

shelf management

missing tickets

missing lines.

Promotional activities may include:

manufacturer product or service campaigns

loyalty programs

seasonal campaigns

events

sales discounts

special displays

gift merchandise and promotional materials

staff uniforms, badges, hats, etc.

advertising materials.

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
Ensure coverage plans meet business performance objectives and service standards. 
Set territory coverage plans to ensure customer coverage in a timely and effective manner. 
Complete business visits according to territory plan. 
Establish procedures for field team to collect and report customer information and feedback. 
Analyse and action customer feedback from a territory, or send to relevant territory or management personnel for action. 
Prepare required documentation immediately after each business visit. 
Collate documentation from business visits and keep in a secure location. 
Prepare documentation and submit according to agreed timeframe, format and level of detail. 
Determine needs and expectations of business customers. 
Determine current satisfaction levels with service and product. 
Initiate actions to improve business customer satisfaction levels. 
Seize opportunities to optimise coverage of a territory. 
Seize opportunities to optimise coverage for a customer. 
Confirm opportunities for merchandising improvements or joint promotional activities with business customers and report to relevant supervisor. 

Forms

Assessment Cover Sheet

SIRWSLS003A - Optimise customer and territory coverage
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

SIRWSLS003A - Optimise customer and territory coverage

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: