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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 to

coach sales team

present training and information sessions and provide feedback through clear and direct communication

ask questions to identify and confirm requirements

share information

give instructions

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

literacy and numerical skills in regard to

researching analysing and interpreting a broad range of written material

preparing reports

completing assessments

documenting results

interpreting and maintaining data

leadership skills to

plan and organise training and task completion for self and team

set and monitor training outcomes

using sales techniques

planning and reviewing learning to address specific performance gaps

The following knowledge must be assessed as part of this unit

business policies and procedures in regard to

sales and service delivery

interaction with customers

performance appraisal

employee relations

staff development

business merchandise and service range

relevant legislation and statutory requirements

relevant industry codes of practice

principles and techniques in interpersonal communication

leadership styles

individual approaches to sales

principles and techniques in teaching and learning including

giving feedback

assessment and performance analysis

group versus individual sessions

relevant needs analysis techniques and tools

facilitating learning and training skills and knowledge

principles of adult learning and required knowledge applied in training delivery

Training Packages competencybased approaches training reforms and existing training materials conformance with national recognition requirements

planning a training session including

resource requirements

assessment tools and strategy

timing and venue

required approvals eg from management trainer assessor or trainee

currency of competencies and assessment tools

OHS aspects of job

relevant industrial legal and legislation relationships and requirements

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 Training Package

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

Evidence of the following is essential

accurately identifies and confirms sales and related training needs

prioritises training needs based on strategic and individual needs

maintains concise documentation on consultations with appropriate personnel throughout the program development phase

plans training sessions to meet specific performance gaps in individual and team competencies

tailors delivery of training sessions to meet individual and group learning styles

evaluates training performance to maximise targeted sales and related performance improvements

Context of and specific resources for assessment

Assessment must ensure access to

a sales workplace environment

relevant documentation such as

policy and procedures manuals

sales and service delivery targets and plans

records of sales and service

legislation and statutory requirements

industry codes of practice

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

review of portfolios 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 with other relevant units that make up the skill set or qualification and in the context of the job role

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.

Sales team representatives may include:	full-time, part-time, casual or contract staff people from a range of social, cultural and ethnic backgrounds people with varying degrees of language and literacy levels.

Problems with ordering, distribution and delivery may involve:	quality quantity coverage or content time schedules cost.

Sales and service 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 dealing with difficult customers.

Sales and service maximisation strategies may include:	sales techniques territory management rapport building product knowledge administration procedures and requirements time management negotiation skills.

Training materials may include:	Training Package Support Materials workbooks workshop guides background reading materials and documents handouts industry and enterprise competency standards supportive policies and legislation.

Training modules may be based on:	industry Training Packages enterprise Training Packages national, state and local curriculum enterprise-based curriculum international standards international programs.

Company service and sales requirements may relate to:	market share positioning with local businesses price quality volume of sales presentation or merchandising of products or services customer retention shift in sales demographics.

Method of delivery for training may include:	face to face distance lock step, partly self-paced or all self-paced trainer-centred or participant-centred real time or time independent place dependent or place independent interactive, for example: audio or video conferencing computer assisted discussion.
Job-competency gaps may be identified via:	industry and enterprise competency standards licensing requirements job descriptions discussions with client group observations of staff enterprise skills audit reports industry skills audit reports standard operating procedures benchmarking reports industry publications and reports government reports market needs analysis reports.

Training and information sessions may be conducted:	on the job in a simulated setting in a training organisation in a combination of locations to suit the units of competency being learned or assessed in a single-site or multi-site operation in a simulated work environment.

Company policy and procedures in relation to:	sale of products and services performance appraisal employee relations staff development.