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Elements and Performance Criteria

  1. Prepare for presentation
  2. Present a sales solution
  3. Manage buyer resistance

Required Skills

Required skills

communication skills to question clients to determine client needs and preferences and to use persuasive and assertive language in promoting product features and benefits

conflict resolution skills to manage customer dissatisfaction

negotiation skills to manage buyer resistance

presentation skills to demonstrate how product benefits and key features fulfil buyers needs

research skills to use sales statistics to support a verbal argument

technological skills to use equipment to aid presentation of sales information

Required knowledge

detailed product knowledge including product

advantages and disadvantages

features

service benefits

materials and aids which can be used to support presentations

principles of achieving an effective sales presentation mix

identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations codes of practice and national standards such as

antidiscrimination

ethical principles

consumer protection

contract law

privacy laws

Trade Practices Act

statistical methods to demonstrate sales performance

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 following is essential

presentation of sales solutions that respond to specific buying needs and highlight major features of products

principles of achieving an effective sales presentation mix

Context of and specific resources for assessment

Assessment must ensure

access to an actual workplace or simulated environment

access to product information

access to office equipment machines and sales support materials to make a presentation

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

analysis of responses to case studies and scenarios

observations of presentations of sales solutions

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

oral or written questioning to assess knowledge of sales tactic options proposed sales solutions and ways to overcome buyer resistance

observation of persuasive communication techniques and listening skills used when presenting a sales solution

review of sales aids identified and selected

evaluation of strategies implemented to manage buyer resistance

Guidance information for assessment

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

BSBPROA Develop product knowledge

BSBPRO401A Develop product knowledge

BSBSLSA Secure prospect commitment

BSBSLS404A Secure prospect commitment

BSBSLSA Selfmanage sales performance

BSBSLS406A Self-manage sales performance.


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.

Products may include:

goods

ideas

services

Sales aids may include:

drawings

electronic media

graphs

models

photographs

printed materials

product itself

product samples

transparencies

whiteboards

Proof of benefits may include:

anecdotes and examples

comparisons

statistics

testimony

Source of buyer resistance may include:

company resistance

no perceived need

price resistance

salesperson resistance

service dissatisfaction

timing issues

uncertainty about the product

Buyer resistance strategies may include:

assertive messages

boomerang

checking perceptions

direct denial

incentives offer

indirect denial

requesting additional information from buyers

open and closed questions

superior benefit

trial offer