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Elements and Performance Criteria

  1. Identify customer needs
  2. Close sales
  3. Input sales records
  4. Provide sales support where required

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

Identification and verification of customer needs

Obtaining of specialist advice to the advantage of enterprise in meeting customer needs

Matching of productservice to customer need and full presentation of available options

Accurate provision of estimatesquotes

Benefits of productsservice are fully explained to the customer

Promotion of enterprise in dealings with the customer

Pricing structures relating to productservice offered are clearly explained and understood by the customer

Negotiation of payment and financing arrangements with the customer

Accurate recording of sales payment and delivery arrangements

Achievement of customer satisfaction

Skills and knowledge

Advanced Customer Service Skills

Listening Skills

Interpersonal Skills

Negotiation Skills

Problem Solving Skills

Selling Skills

Sales Principles

Marketing Principles and Practice

EstimateQuoting Procedures

Enterprise Protocols Associated with Customer Service

Pricing Policies

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

Identification and verification of customer needs

Obtaining of specialist advice to the advantage of enterprise in meeting customer needs

Matching of productservice to customer need and full presentation of available options

Accurate provision of estimatesquotes

Benefits of productsservice are fully explained to the customer

Promotion of enterprise in dealings with the customer

Pricing structures relating to productservice offered are clearly explained and understood by the customer

Negotiation of payment and financing arrangements with the customer

Accurate recording of sales payment and delivery arrangements

Achievement of customer satisfaction

Skills and knowledge

Advanced Customer Service Skills

Listening Skills

Interpersonal Skills

Negotiation Skills

Problem Solving Skills

Selling Skills

Sales Principles

Marketing Principles and Practice

EstimateQuoting Procedures

Enterprise Protocols Associated with Customer Service

Pricing Policies


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.

Sales

May relate to:

product/service purchase/provision

variation to existing product/service

upgrade of current product/service

amendments to previous sale arrangements.

Customer records

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

Product/service options

May relate to different products/service which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes

Technical/specialist advice

Would normally be provided by product/service specialist engineer/provisioning/marketing staff

Estimates/quotes

May be prepared alone or in conjunction with specialist staff.

Payment arrangements

May be:

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit checks

May be automated or undertaken by sales person or by specialist staff within the enterprise.

Relevant legislation, codes, regulations and standards include:

Privacy Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Freedom of Information

Trade Practices Act

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.

Sales

May relate to:

product/service purchase/provision

variation to existing product/service

upgrade of current product/service

amendments to previous sale arrangements.

Customer records

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

Product/service options

May relate to different products/service which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes

Technical/specialist advice

Would normally be provided by product/service specialist engineer/provisioning/marketing staff

Estimates/quotes

May be prepared alone or in conjunction with specialist staff.

Payment arrangements

May be:

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit checks

May be automated or undertaken by sales person or by specialist staff within the enterprise.

Relevant legislation, codes, regulations and standards include:

Privacy Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Freedom of Information

Trade Practices Act

Consumer Credit Code