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Elements and Performance Criteria

1. Plan customer service and sales operations.
   • Develop objectives for customer service teams.
   • Prepare sales plans to support attainment of objectives.
   • Determine size and structure of sales teams.
   • Select team members according to customer service team objectives.
   • Provide team members with initial training.
2. Direct the customer service team.
   • Monitor customer service team to ensure that products and services match client needs.
   • Monitor correct application of financial transactions, sales agreements and financing arrangements.
   • Monitor customer service team to ensure sales and financial agreement documentation are completed correctly.
   • Implement strategies to support customer service team members.
   • Identify and allocate resources to support attainment of sales.
3. Evaluate effectiveness of customer service team.
   • Establish systems to evaluate sales effectiveness against customer service team objectives.
   • Take corrective action where sub-standard performance is identified.
   • Adjust customer service team planning to reflect outcome of evaluations.
4. Plan customer service and sales operations.
   • Develop objectives for customer service teams.
   • Prepare sales plans to support attainment of objectives.
   • Determine size and structure of sales teams.
   • Select team members according to customer service team objectives.
   • Provide team members with initial training.
5. Direct the customer service team.
   • Monitor customer service team to ensure that products and services match client needs.
   • Monitor correct application of financial transactions, sales agreements and financing arrangements.
   • Monitor customer service team to ensure sales and financial agreement documentation are completed correctly.
   • Implement strategies to support customer service team members.
   • Identify and allocate resources to support attainment of sales.
6. Evaluate effectiveness of customer service team.
   • Establish systems to evaluate sales effectiveness against customer service team objectives.
   • Take corrective action where sub-standard performance is identified.
   • Adjust customer service team planning to reflect outcome of evaluations.

Performance Evidence

Evidence of the ability to:

establish sales objectives and plans relevant to the nature of the customer service and sales operation and consistent with marketing and sales strategies

select and train a customer service team according to sales objectives, budget and plan

evaluate and monitor team performance.

Evidence of performance of leading a customer service team to meet the sales objectives of two or more different products or service promotions is required to demonstrate consistency of performance and ability to respond to different situations.

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Knowledge Evidence

Demonstrated knowledge of:

objectives of a sales team

nature of sales operations

marketing and sales strategies

human resource principles and practices in relation to induction and training

range of methods and resources used to provide training, including:

videotapes

lectures

one-on-one instruction

role plays

audio-tapes

simulations

slides

films

case studies

videoconferencing

teleconferencing

computer software packages

strategies used to support sales team members:

coaching

providing feedback

recognising and rewarding performance

actions used for sub standard performance, including:

additional training

mentoring

ongoing feedback

goal-related feedback

individualised development plans

federal, state or territory, and local government legislation, regulations and codes of practice that impact on the sale of funeral products and services, including:

Australian Consumer Law (ACL)

Funerals (Pre-paid Money) Act

Consumer Credit Code

Privacy Acts

equal employment opportunity.

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