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Elements and Performance Criteria

  1. Respond to buying signals
  2. Negotiate the sale
  3. Finalise the agreement

Required Skills

Required skills

conflict resolution skills to mange client dissatisfaction and criticism

customer service skills to determine client needs and preferences

interpersonal skills to develop rapport and build relationships with clients

literacy and numeracy skills to prepare sales documentation process sales transactions and calculate financing arrangements

Required knowledge

detailed product knowledge including product

advantages and disadvantages

features

service benefits

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

principles of sales closure techniques

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

sales situations where the candidate clearly identifies and appropriately responds to buying signals before trialling closes negotiating sale conditions and securing the sale

knowledge of principles of sales closure techniques

Context of and specific resources for assessment

Assessment must ensure

access to an actual workplace or simulated environment

access to appropriate documentation and resources normally used in the workplace

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 interactions with prospects when securing commitment

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 verbal and nonverbal buying signals trial closes proposed sales solutions and ways to overcome buyer resistance

observation of strategies used to secure a sale

review of cross selling opportunities presented to the buyer

review of completed sales documents

assessment of advice provided on financing arrangements

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 Present a sales solution

BSBSLS403A Present a sales solution

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.

Verbal buying signals may include:

confirmations

questions

statement of requirement by prospect

Non-verbal buying signals may include:

close examination of the product by the prospect

moving closer to where a product is to be installed

smiling and nodding

Trial closes may include:

question or paraphrase that focuses the interaction on a minor point related to sale of the product that might lead to closing the sale

Products may include:

goods

ideas

services

Formal close may include:

inducement

narrative close

request by the salesperson to the prospect to agree to purchase the product/service

offering alternative choices

summary of product benefits

Conditions may include:

client loyalty

delivery

length of contract

payment options

price