Required skills

credit risk evaluation skills to meet organisational credit policy requirements

customer service skills to deliver professional customer service and sales support

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

interpersonal skills to establish rapport and to build relationships with customers

literacy skills to communicate and articulate information and advice effectively

numeracy skills to accurately analyse calculate and validate data

sales skills to maximise every contact and sales result

selfmanagement skills to remain positive and results focused

stress and time management skills to remain calm when under pressure

Required knowledge

enterprise protocols associated with customer service and sales

legislative and regulatory codes and requirements

marketing principles and practice

operational environment customer base company products and services

sales techniques

fulfilment processes

technology and systems employed

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

Overview of assessment

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

Evidence of the following is essential

meeting of agreed callsales ratios

achievement of sales targets

accurate application of preprepared callcontact guide

management of negative customer contact without disruption to operations

accurate recording of sales payment and delivery arrangements

successful handling of difficulties incurred during campaign

knowledge of legislative and regulatory codes and requirements

Context of and specific resources for assessment

Assessment must ensure

access to workplace information and data including callcontact guides

access to performance management sales performance and quality assurance documentation and records

access to relevant legislation regulatory requirements organisational standards and guidelines

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

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

review of performance and sales results

direct observation during sales process including negative customer contacts

oral andor written questioning to assess knowledge of sales techniques legislative and regulatory requirements

review of quality assurance records

audit of customer and sales records

Guidance information for assessment

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

BSBCCOB Provide sales solutions to customers

BSBCCO304B Provide sales solutions to customers

BSBCUSA Deliver and monitor a service to customers

BSBCUS301A Deliver and monitor a service to customers

other sales units

Call/contact guides may include:

Telemarketing campaigns may include:

Learning the features of the product/service may include:

Operational boundaries may include:

Technology may:

Sales targets may include:

Relevant legislation, codes, regulations and standards may include:

Negative customer responses may include:

Payment arrangements may include:

Credit card details may include:

Databases may include: