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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Establish coverage plan.
  2. Report on customer interactions.
  3. Improve coverage.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop, implement and monitor one coverage plan

conduct six different customer interactions according to the plan and document outcomes

develop and report on strategies to improve coverage and outcomes for the nominated territory

communicate effectively with business customers to capture accurate and relevant feedback for an assigned territory

arrange one joint promotional activity to enhance business customer and end consumer satisfaction levels and attain sales targets.


Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for servicing customers and reporting requirements

business performance objectives and how these relate to own sales role

types of information for inclusion in a coverage plan

factors for consideration in developing a coverage plan, including:

competitor activity

types of customers and their varying needs

customer demographics

sales strategies within territory

range of products and services for each customer within a territory

size and features of territory

geography

account customers

types of customer feedback and how feedback can be used to improve performance.