Assessor Resource

TLII507C
Market services and products to clients

Assessment tool

Version 1.0
Issue Date: March 2024


Work involves discretion and judgement for self and others in marketing services and products to clients. It is performed under minimum supervision with general guidance on progress and outcomes of work.

A range of opportunities may be used to develop the workplace and to support the development of work systems and innovative strategies to deal with contingencies and to encourage the achievement of the organisations goals and key performance objectives.

Work involves responsibility for marketing services and products to clients and the provision of leadership of others either individually or in teams.

This unit involves the skills and knowledge required to market services and products to clients including recognising and acting upon opportunities to promote products and services, establishing and maintaining contact with clients, and negotiating and closing sales in accordance with statutory retail practice and workplace procedures.

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

The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this competency is packaged will assist in identifying employability skill 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 knowledge and skills, the range statement and the assessment guidelines for this Training Package.

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace


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 KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant regulatory requirements

Relevant OH&S and environmental protection policies and procedures

Workplace protocols and procedures for the marketing of services and products to clients

Relevant workplace business marketing policies and practices, including requirements for the maintenance of security and confidentiality

Strategies to implement continuous improvement processes

Focus of operation of marketing systems and resources

Typical problems that can occur when marketing services and products to clients and related appropriate action that can be taken

Required skills:

Communicate effectively with others when marketing services and products to clients

Negotiate and work effectively with others

Read and interpret instructions, procedures and information relevant to the marketing of services and products to clients

Interpret and follow operational instructions and prioritise work

Complete documentation related to the marketing of services and products to clients

Operate electronic communication equipment to required protocol

Work collaboratively with others when marketing services and products to clients

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may arise when marketing services and products to clients in accordance with regulatory requirements and workplace procedures

Plan work activities, including predicting consequences and identifying improvements

Monitor work activities in terms of planned schedule

Identify improvements to services, resource allocation and use

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Select and appropriately apply technology, information systems and procedures to complete workplace tasks

Operate and adapt to differences in equipment in accordance with standard operating procedures

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

The workplace environment may involve twenty-four hour operation and may include:

single and multi-site locations

large, medium and/or small companies

Services, products, risks, work systems and requirements may:

potentially vary across different sections of the workplace

Operations involve:

internal and external customer contact and coordination

Products may be:

existing or potential

Consultative processes may involve:

existing and potential customers/clients

other employees and supervisors

suppliers

manufacturers

relevant authorities

management

union representatives

OH&S specialists

other maintenance, professional or technical staff

Communications systems may involve:

face-to-face conversation

telephone

fax

email

electronic data transfer of information (EDI)

mail

Depending on the type of organisation concerned and the local terminology used, workplace plans/procedures may include:

company plans/procedures

enterprise plans/procedures

organisational plans/procedures

established plans/procedures

Information/documentation may include:

workplace procedures for the marketing of services and products

current and potential customer/client instructions and assessed requirements

customer service standards and procedures

workplace products and services information

quality assurance standards and procedures

relevant agreements, codes of practice including the national standards for services and operations

manufacturers/suppliers specifications, advice, recommended procedures, policies and instructions

workplace guidelines on appropriate workplace language and communication strategies and interpretation of relevant information

legislation, regulations and related documentation relevant to business operations

regulations and policies relating to minimising risks to the environment and ensuring compliance with OH&S requirements

Applicable regulations and legislation may include:

relevant regulations, standards and codes of practice

trading regulations relevant to business operations

relevant Australian and state/territory OH&S legislation

environmental protection regulations

hazardous substances and dangerous goods codes

relevant Australian standards and certification requirements

licence, patent or copyright arrangements

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
Products and services available for on-selling from the enterprise are identified 
Technical specifications and application(s) of products and services are identified 
Applicability of products and or services are matched to particular clients or client groups 
Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements 
Where appropriate, clients are referred to expert personnel or services 
Communication with clients is established and maintained to develop a professional relationship 
Clients are informed of the full range of business products 
Follow-up contacts with clients are made on client request and in accordance with enterprise policy 
Potential sales opportunities are recognised and acted upon 
Negotiations with clients maintain enterprise professional standards and client satisfaction 
Documentation of the agreement is completed in accordance with enterprise policy, incorporating any special requirements 
Contact with customers is maintained until sale is completed 
After-sales service is provided in accordance with enterprise procedures and statutory requirements 

Forms

Assessment Cover Sheet

TLII507C - Market services and products to clients
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

TLII507C - Market services and products to clients

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: