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Elements and Performance Criteria

Establish coverage plan for a territory.
- Ensure coverage plans meet business performance objectives and service standards.
- Set territory coverage plans to ensure customer coverage in a timely and effective manner.
Report on business visits.
Improve customer or territory coverage.

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

collecting analysing and organising information to

establish territory coverage plan

research information on which to base improvement of territory coverage

determine customer needs accurately

personal task and priority planning

time management

verbal and nonverbal interpersonal communication skills

literacy and numeracy skills to

collect and report information and feedback

read and interpret information

document procedures for improving sales

The following knowledge must be assessed as part of this unit

territory characteristics and features

types of business customers

range of products and services for each customer within a territory

business policy and procedures for servicing customers

competitor activity

customer satisfaction levels

relevant contact personnel in businesses

merchandise and sales strategies within territory

OHS aspects of job

relevant 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

identifies and describes business performance objectives and service standards

visits and communicates effectively with business customers to capture accurate and relevant feedback for an assigned territory as frequently as required

prepares accurate and insightful reports on customer feedback and business visits according to agreed timelines format and level of detail

arranges joint promotional activities to enhance business customer and end consumer satisfaction levels and attain sales targets

identifies and seizes opportunities to improve territory coverage or service efficiency

completes all tasks in a satisfactory and timely manner and in consideration of sales and service standards and objectives

Context of and specific resources for assessment

Assessment must ensure access to

a wholesale work environment

relevant documentation such as

business policy and procedures

business plans and objectives

a range of business customers with different requirements

appropriate business technology

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

review of portfolio of evidence

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.

General contexts may include	types of products and services provided business policy and procedures with regard to acquisition and sale of products and services size, type and location of business business merchandise range strategic measurement and evaluation systems and processes characteristics of the specific products or services management structure and communication relationships business service range customers, including other businesses or end consumers serviced through business customers or directly varying levels of staff training worksite-specific context, variations and environments.

Performance objectives may include:	market share positioning with local businesses price quality volume of sales presentation or merchandising of products or services customer retention shift in sales demographics.

Territory coverage plans may take into account:	relevant business policy and procedures relevant legislation and statutory requirements types of products and services provided size, type and location of business business merchandise range characteristics of the specific products or services customer demographics customer confidence and expectations.

Customers may include:	business customers or individuals new or repeat contacts external and internal 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.

Customer information may include:	name and contact details transaction records needs and preferences details of items bought or returned.

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

Customer feedback information may include:	competitor activities pricing satisfaction levels needs, preferences and requests product turnover recalls product problems display disputes end consumer complaints.

Documentation may relate to:	shelf management missing tickets missing lines.

Promotional activities may include:	manufacturer product or service campaigns loyalty programs seasonal campaigns events sales discounts special displays gift merchandise and promotional materials staff uniforms, badges, hats, etc. advertising materials.