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Elements and Performance Criteria

  1. Identify customer needs
  2. Close sales
  3. Input sales records

Evidence Required

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features

Critical evidence

Assessment candidates should produce evidence of the following

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

Skills and knowledge

Customer Service Skills

Listening Skills

Interpersonal Skills

Selling Skills

Sales Principles

Enterprise Policies Procedures and Guidelines

Enterprise Protocols Associated With Customer Service

Operational Environment Customer Base Company Products and Services

Operational Systems

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features

Critical evidence

Assessment candidates should produce evidence of the following

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

Skills and knowledge

Customer Service Skills

Listening Skills

Interpersonal Skills

Selling Skills

Sales Principles

Enterprise Policies Procedures and Guidelines

Enterprise Protocols Associated With Customer Service

Operational Environment Customer Base Company Products and Services

Operational Systems


Range Statement

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Policy

Enterprise policies covering sales operations, customer handling, credit, payment and other aspects of sales. Should also take into account legislation and regulation covering sales activity.

Sales

Relate to product/service purchase/provision, upgrade of existing product/service, amendments to previous sale arrangements.

Customer records

Normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems.

Referral procedures

Will vary from enterprise to enterprise.

Payment arrangements

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit card details

card type

card holder details

card number

expiry date.

Credit checks

Automated or undertaken by sales person or by specialist staff within the enterprise.

Delivery/installation arrangements

delivery address

time of delivery

arrangements for when householder not in attendance

payment on delivery details.

Invoices

Enterprise specific and normally electronically generated in response to appropriate commands entered into the system.

Relevant legislation, codes, regulations and standards include:

Privacy Act

Trade Practices Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Occupational Health and Safety Legislation

Freedom of Information

Consumer Credit Code

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Policy

Enterprise policies covering sales operations, customer handling, credit, payment and other aspects of sales. Should also take into account legislation and regulation covering sales activity.

Sales

Relate to product/service purchase/provision, upgrade of existing product/service, amendments to previous sale arrangements.

Customer records

Normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems.

Referral procedures

Will vary from enterprise to enterprise.

Payment arrangements

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit card details

card type

card holder details

card number

expiry date.

Credit checks

Automated or undertaken by sales person or by specialist staff within the enterprise.

Delivery/installation arrangements

delivery address

time of delivery

arrangements for when householder not in attendance

payment on delivery details.

Invoices

Enterprise specific and normally electronically generated in response to appropriate commands entered into the system.

Relevant legislation, codes, regulations and standards include:

Privacy Act

Trade Practices Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Occupational Health and Safety Legislation

Freedom of Information

Consumer Credit Code