Required skills

communication skills including clear and direct communication and active questioning listening and negotiation to liaise with sales team members and provide staff training

literacy and numeracy skills to prepare sales plans and budgets and monitor completion of sales documentation

problemsolving skills to allocate resources establish evaluation systems and take corrective action to address substandard team performance

planning and organisational skills to identify clear objectives and monitor sales team performance

teamwork skills to support sales team members

Required knowledge

products and services including features and price

sales techniques

customer service techniques

procedures for using office equipment and technology

recruitment selection induction and training strategies

human resource policy and practices

indepth knowledge of relevant federal state or territory and local government legislation and regulations relating to consumer protection privacy and the sale of funeral services

workplace policies and procedures in relation to sales services

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

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

Evidence of the following is essential

establishment of the sales objectives plans and budgets relevant to the nature of the sales operation and consistent with marketing and sales strategies

selection recruitment and training of a sales team according to sales objectives budget and plan

project or work activities conducted over a period of time to ensure consistency of performance to allow the candidate to play an ongoing sales teamleading role and respond to and evaluate different situations

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills in an environment where staff training and performance monitoring can take place

access to relevant documentation such as sales plans and budgets

interaction with team members

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of candidate identifying sales objectives and preparing plans and budgets relevant to sales operation selecting recruiting and training a sales team and evaluating team performance

written or verbal questioning to assess knowledge and understanding of relevant policies and procedures with regard to leading a sales team

review of workplace documents completed by candidate

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

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

SIFMPRA Develop marketing strategies and activities

SIFMPR004A Develop marketing strategies and activities.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Sales team objectives may include:

Workplace policies and procedures may include:

Initial training may include:

Products and services may include:

Relevant legislation and regulations may include:

Financial transactions may include:

Sales documentation may include:

Strategies may include:

Corrective action may include: