Required skills

communication skills to effectively communicate with internal and external customers

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

customer service and sales skills to effectively and efficiently operate within sales environment

literacy skills to clearly articulate information and advice

negotiating skills to successfully work through the sales process and difficult contacts or situations

numeracy skills to accurately analyse and validate data

organisational skills to manage own tasks within timeframes

problemsolving skills to apply a range of problemsolving strategies

selfmanagement skills to consistently evaluate and monitor own performance and to have confidence in own ideas and vision

Required knowledge

enterprise pricing policies

enterprise protocols associated with customer service and sales

estimatequote procedures

marketing principles and practice

sales principles

statutory regulatory and legislative requirements

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

Clear and precise understanding of customer needs

Matching of productservice to customer need

Prices relating to productservice offered are clearly explained and understood by the customer

Application of appropriate credit check

Arrangement of customer payment

Agreement with customer as to payment and delivery arrangements

Accurate recording of sales payment and delivery arrangements

Context of and specific resources for assessment

Assessment must ensure

access to relevant standards guidelines andor legislation

access to workplace information and data

access to relevant resources

access to work environment or simulated customer contact centre to observe interaction with customers

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

direct observation of interaction with customers

review record of sale and customer satisfaction

review agreed payment methods and credit checks

oral andor written questioning to assess knowledge of systems and organisational requirements security and operational

Guidance information for assessment

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

BSBCCOA Use multiple information systems

BSBCCO301A Use multiple information systems

BSBCUSA Deliver and monitor a service to customers

BSBCUS301A Deliver and monitor a service to customers

Products/service requirements may include:

Technical/specialist advice would:

Sale may include:

Purchase/payment arrangements may include:

Credit checks may be:

Relevant legislation, codes, regulations and standards may include: