Assessor Resource

SIRWSLS305
Optimise customer and territory coverage

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to frontline sales personnel.

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.

The unit 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 according to defined sales and service standards and objectives.

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

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.

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 business-to-business sales 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.

Method 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

customer feedback

review of portfolios of evidence and third-party workplace reports of on-the-job performance

written or verbal questioning to assess knowledge and understanding.

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

collecting, analysing and organising skills to:

determine customer needs

establish territory coverage plan

research information on which to base improvement of territory coverage

communication and interpersonal skills to:

negotiate with and persuade customers

sell to customers

literacy and numeracy skills to:

collect and report information and feedback

document procedures for improving sales

read and interpret information

planning and organising skills to plan personal tasks and priorities

problem-solving skills to identify needs and optimise coverage

time management skills to prepare and collate business visit documentation in a timely manner

Required knowledge

business policy and procedures for servicing customers

competitor activity

customer needs

customer satisfaction levels

merchandise and sales strategies within territory

relevant legislation and statutory requirements relating to the retail industry, including work health and safety (WHS)

range of products and services for each customer within a territory

relevant contact personnel in businesses

territory characteristics and features

types of business customers

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 individual, accessibility of the item, and local industry and regional contexts) may also be included.

Performance objectives may include:

customer retention

market share

positioning with local businesses

presentation or merchandising of products or services

price

quality

shift in sales demographics

volume of sales.

Territory coverage plansmay take into account:

business merchandise range

characteristics of the specific products or services

customer confidence and expectations

customer demographics

relevant business policy and procedures

relevant legislation and statutory requirements

size, type and location of business

types of products and services provided.

Customer may include:

business customers

customers with routine or special requests

internal and external contacts

new or repeat contacts

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities.

Territory may be defined by:

account customers

demographic parameters

size, type and location of stores

territory size, location and geographic spread.

Customer information may include:

details of items bought or returned

name and contact details

needs and preferences

transaction records.

Feedback may be sought and given:

in groups

in writing

individually

verbally.

Customer feedback information may include:

competitor activities

display disputes

end consumer complaints

needs, preferences and requests

pricing

product problems

product turnover

recalls

satisfaction levels.

Documentation may relate to:

missing lines

missing tickets

shelf management.

Promotional activities may include:

advertising materials

events

gift merchandise and promotional materials

loyalty programs

manufacturer product or service campaigns

sales discounts

seasonal campaigns

special displays

staff uniforms, badges and hats.

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 and 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

SIRWSLS305 - 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

SIRWSLS305 - 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: