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 to

clarify matters relating to campaign objectives or responsibilities with relevant personnel

respond to customer enquiries

call customers

report faults or difficulties with reporting and recording to appropriate personnel 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

literacy and numerical skills related to

reading and understanding business policy and procedures

reading and understanding database entries

processing sales transactions

recording data

data analysis

collaboration and teamwork

apply privacy and security arrangements

clarify campaign details

solve routine operational problems

use appropriate technology to complete ascribed role

identify targets

record and report information for business transactions and as required by business

demonstrated application of safe work practices

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to

telecommunications including telemarketing and telesales

interacting with customers

promoting products

processing sales transactions

techniques in interpersonal communication

relevant industrial or legislative requirements

use and maintenance of technology

OHS aspects of job

relevant commercial law legal and security requirements

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

satisfactory processing of a customer enquiry relating to a specific marketing campaign

satisfactory processing of incoming sales calls from customers

satisfactory processing or outgoing contact with customers to obtain sales or recall or regain a customer

matching customer requirements with business offerings

recording sales

retaining or regaining customers

successful handling of a range of customer contingencies encountered during performance of telemarketing duties

completion of communication tasks according to business procedures eg phone orders and accompanying written confirmations faxed order forms and confirmation documents electronic order lodgement and accompanying hard copies of computer documents

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

relevant documentation such as

store policy and procedures manuals

campaign details

call guides

order forms

a range of communication 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 the candidate in the workplace

thirdparty reports from a supervisor

customer feedback

role play

written or verbal questioning to assess knowledge and understanding

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

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

Campaign may vary to accommodate regional variations in:

Campaign objectives may vary according to:

Relevant personnel may include:

Call guides may be:

Technology may include:

Customers may include:

Customer enquiries may relate to:

Sales and service techniques may include:

Payment options may include:

Supply arrangements may include:

Business policy and procedures may relate to:

Customer requirements may relate to:

Customer particulars may include:

Credit check procedures may include:

Faults or safety problems may include:

Records may include: