Required skills

Required skills for this unit are

ability to convey information factually and accurately without overpowering the client

ability to identify and source the latest industry information

adhere to organisational ethical and probity standards

apply numeracy skills to workplace requirements

communication skills to

demonstrate and communicate property benefits to customers including longterm benefits of sustainable building solutions and other unique selling features

enable clear and direct communication using questioning to identify and confirm requirements share information listen and understand

read and interpret product information and relevant industry information and documentation from a variety of sources

use and interpret nonverbal communication

use language and concepts appropriate to cultural differences

written skills to record client and sales information

conflict resolution skills to manage customer dissatisfaction

negotiation skills to manage buyer resistance

research skills to use sales statistics to support a verbal argument

teamwork skills to

relate to people from a range of cultural and ethnic backgrounds and with varying physical and mental abilities

work with others to coordinate and action tasks

technological skills to use equipment to aid presentation of sales information and to operate a range of office equipment

using persuasive and assertive language to promote product features and benefits

Required knowledge

Required knowledge for this unit is

customer types and needs including

customer behaviour and cues

customer buying motives

individual and cultural differences demographics lifestyle and income

detailed product knowledge including industry intelligence and market analysis

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

antidiscrimination

consumer protection

contract law

ethical principles

privacy laws

Trade Practices Act

materials and aids that can be used to support the sales process

sales strategies and sales targets and how to achieve them

statistical methods to demonstrate sales performance

types of customer needs eg functional and psychological

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

This unit of competency could be assessed by preparing and submitting a selfdevelopment plan and a marketing plan for the sale of a structure

This unit of competency can be assessed in the workplace or a close simulation of the workplace environment provided that simulated or projectbased assessment techniques fully replicate construction workplace conditions materials activities responsibilities and procedures

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

A person who demonstrates competency in this unit must be able to provide evidence of the ability to

understand the role of a sales consultant

identify characteristics of the sectors of the construction industry and range of products available in each sector

demonstrate key attributes of a sales consultant including personal presentation oral communication skills and mannerisms that support client contact and instil confidence

understand importance of adherence to organisational ethical and probity standards

manage personal professional development and performance in line with organisational expectations

Context of and specific resources for assessment

This competency is to be assessed using standard and authorised work practices safety requirements and environmental constraints

Assessment of essential underpinning knowledge will usually be conducted in an offsite context

Assessment is to comply with relevant regulatory or Australian standards requirements

Resource implications for assessment include

documentation that should normally be available in either a building or construction office

relevant codes standard and regulations

office equipment including calculators photocopiers and telephone systems

a technical reference library with current publications on measurement design building construction and manufacturers product literature

a suitable work area

promotional materials and relevant information on marketing market segments and sales strategies

Reasonable adjustments for people with disabilities must be made to assessment processes where required This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Method of assessment

Assessment methods must

satisfy the endorsed Assessment Guidelines of the Construction Plumbing and Services Training Package

include direct observation of tasks in real or simulated work conditions with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments

Validity and sufficiency of evidence requires that

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision on competency only taken at the point when the assessor has complete confidence in the persons demonstrated ability and applied knowledge

all assessment that is part of a structured learning experience must include a combination of direct indirect and supplementary evidence

Assessment processes and techniques should as far as is practical take into account the language literacy and numeracy capacity of the candidate in relation to the competency being assessed

Supplementary evidence of competency may be obtained from relevant authenticated documentation from third parties such as existing supervisors team leaders or specialist training staff

Industry building types include:

Market segments include:

Proof of benefits includes:

Sales aids include:

Self-development includes:

Personal performance includes:

Source of buyer resistance includes:

Strategies to overcome buyer resistance include: