Required skills

collecting analysing and organising skills to

determine customer needs

establish territory coverage plan

research information on which to base improvement of territory coverage

communication and interpersonal skills to

negotiate with and persuade customers

sell to customers

literacy and numeracy skills to

collect and report information and feedback

document procedures for improving sales

read and interpret information

planning and organising skills to plan personal tasks and priorities

problemsolving skills to identify needs and optimise coverage

time management skills to prepare and collate business visit documentation in a timely manner

Required knowledge

business policy and procedures for servicing customers

competitor activity

customer needs

customer satisfaction levels

merchandise and sales strategies within territory

relevant legislation and statutory requirements relating to the retail industry including work health and safety WHS

range of products and services for each customer within a territory

relevant contact personnel in businesses

territory characteristics and features

types of business customers

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

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 businesstobusiness sales 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

Method 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

customer feedback

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

written or verbal questioning to assess knowledge and understanding

Guidance information for assessment

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

Performance objectives may include:

Territory coverage plansmay take into account:

Customer may include:

Territory may be defined by:

Customer information may include:

Feedback may be sought and given:

Customer feedback information may include:

Documentation may relate to:

Promotional activities may include: