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Elements and Performance Criteria

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

interpersonal communication skills including

interpersonal communication skills to

seek feedback and guidance

consult with others

build relationships with customers

communicate product range through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

analytical and research skills

time management

literacy and numeracy skills in regard to

reading and interpreting information

establishing confirming and reviewing trading terms

documenting procedures for improving sales

using a range of sales approaches and techniques

identifying own learning needs

planning a personal training program in collaboration with team and supervisor

using business technology including data input

team work and workplace collaboration

The following knowledge must be assessed as part of this unit

alternative sales approaches across a range of situations

a variety of strategies for closing sales

product range prices strengths and weaknesses

product knowledge including

characteristics

comparative advantages

special features eg warranties after sales support etc

business policy and procedures in regard to

selling products and services

allocated duties and responsibilities

customer service

business customer relationships and current service range

advantages of maintaining longterm customer relationships

factors influencing customer decisions

lifetime value of a customer

OHS aspects of the job

relevant consumer law commercial law and legislation

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

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

Evidence of the following is essential

consistently maximises sales opportunities by using effective selling techniques applying detailed product knowledge and using an appropriate sales approach to sell the benefits of products overcome objections and close sales

communicates performance summary information effectively to team members and senior colleagues according to business policy and procedures

consistently participates in personal and team sales performance evaluation to maximise future sales

actively seeks feedback from peers and supervisors to identify personal skills gaps

maintains communication with supervisors to access training and development needs in an agreed timeframe within the context of required work activities

identifies describes and constructs the foundations required for longterm customer relationships

Context of and specific resources for assessment

Assessment must ensure access to

a wholesale work environment

relevant sources of product information

relevant documentation such as

business policy and procedures manuals

industry codes of practice and relevant legislation

OHS legislation and codes of practice

a range of business customers with different requirements

an appropriate range of products or equipment

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 performance in the workplace

thirdparty reports from a supervisor

customer feedback

written or verbal questioning to assess knowledge and understanding

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

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

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

Range Statement


The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Communication may include:	speaking and listening reading and writing body language facial expression telephone electronic media such as email using languages other than English including , local community languages Indigenous languages using forms of visual communication such as sign language using assistive technology such as TTY using open and inclusive language.

Supervisors and team members may:	come from a variety of social, cultural or ethnic backgrounds vary in literacy and numeracy skills vary in competencies be responsible for a range of workplace functions.

Feedback may be sought and given:	verbally in writing in groups individually.

Training and development may include:	formal training or education informal learning coaching and mentoring job rotation information seminars online learning conferences.

Sales techniques may include:	gaining a customer closing a sale associated sales techniques, including: trade-up trade-in tie-ins cut-ins range-ins negotiation skills over-the-phone empathy creation securing payment.

Business customers may include:	commercial companies public agencies or organisations governments community and not-for-profit organisations internal business units and divisions new or repeat contacts customers with routine or special requests people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Territory may be defined by:	size, type and location of stores demographic parameters territory size, location and geographic spread account customers.

Sales, service and performance strategies may vary according to:	product or service sales objectives and targets sales outcomes promotional strategies and their duration, cycle, territory coverage and product or service focus objectives, such as: price profit brand share market share.

Resources may include:	training materials workplace equipment and technology relevant information.

Advantages and benefits may include:	market share price quality volume of sales presentation or merchandising of the product associated sales associated promotions promotional tie ins or co-location.

Matters affecting trading terms may include:	due diligence requirements value for money risk sharing market position planning cycles and the time of the year cost and price analysis terms and conditions agreed intellectual property and technology rights value management continuous improvement supply chain management infrastructural and capital outlay requirements organisational systems integration and compatibility.