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Elements and Performance Criteria

Required Skills

Required skills

communication skills to communicate with internal and external customers

customer service and sales skills to operate within sales environment

literacy skills to clearly articulate information and advice

negotiation skills to work with difficult contacts or situations

numeracy skills to accurately analyse and validate data

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to apply a range of problemsolving strategies

problemsolving skills to apply a range of problemsolving strategies

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

evaluate and monitor own performance

have confidence in own ideas

seek learning and development opportunities

work in a team environment

Required knowledge

estimate and quote procedures

marketing and sales principles and practices

organisational pricing policies

organisational protocols associated with customer service and sales

statutory regulatory and legislative requirements relating to providing sales solutions to customers

Evidence Required

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 ability to

match product or service to customer need

clearly explain prices relating to product or service offered

apply appropriate credit checks

arrange customer payments

reach agreement with customers as to payment and delivery arrangements

record sales payments and delivery arrangements

Context of and specific resources for assessment

Assessment must ensure access to

relevant standards guidelines and legislation

workplace information and data

relevant resources

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 thirdparty workplace reports of onthejob performance by the candidate

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 of record of sale and customer satisfaction

review of agreed payment methods and credit checks

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

Guidance information for assessment

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

BSBCCOB Use multiple information systems

BSBCCO301B Use multiple information systems

BSBCUSB Deliver and monitor a service to customers

BSBCUS301B Deliver and monitor a service to customers.

Range Statement

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

Product and service requirementsmay include:	different products or services that meet customer needs, which may include: pricing differentials product models product or service mixes product or service types.
Technical and specialist advicemay include:	discussion with: product or service specialists product or service providers marketing staff escalation of contact to: product or service specialists product or service providers marketing staff.
Salemay include:	amendments to previous sale arrangements product or service purchase provision variation to existing product or service upgrade of current product or service.
Purchase and payment arrangementsmay include:	cash cheque credit card direct debit money order payment on delivery.
Credit checksmay be:	automated undertaken by sales person or by specialist staff within the organisation.
Relevant legislation, codes, regulations and standardsmay include:	Consumer Credit Code equal employment opportunity and anti-discrimination legislation Privacy Act Telecommunications Act Trade Practices Act/Competition and Consumer Act