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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

manage sales team territory coverage

communicate pricing activity and adjustment or changes to relevant personnel

support and coordinate meetings including making presentations 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

numeracy skills in regard to

interpreting and maintaining data

reviewing budgets and quotas

calculating costs and pricing arrangements

leadership skills including ability to supervise and delegate tasks to sales teams

The following knowledge must be assessed as part of this unit

principles and techniques in interpersonal communication

principles and techniques in leadership

group facilitation

relevant performance indicators and requirements within

promotional plans

marketing plans

strategic plans

existing staff and associated sales team resources

industrial and employee relations

principles and techniques in performance analysis and assessment

principles and techniques in strategic and procedural development and implementation

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 Training Package

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

Evidence of the following is essential

prepares action plans for sales teams based on achievable sales targets

manages sales team resources and requirements to budget

demonstrates ability to work with team leaders staff and managers to achieve priority tasks and strategic responsibilities affecting sales teams

manages sales teams to achieve market product or service and territory targets in accordance with business policy and relevant legislation

reviews and reports on sales team activity and feedback

accurately and effectively communicates summary information from work outputs to senior and junior colleagues

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

OHS legislation and 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

customer feedback

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

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 reports may contain information on:	purchase requests and orders records of supplier performance competitor activities recalls product problems display disputes business customer requests end consumer complaints sales contact history.

Sales teams 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.

Territory may be defined by:	size, type and location of customers demographic parameters territory size, location and geographic spread account customers.

Customer groups may include:	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 end consumers business customers.

Communication may include:	verbal individuals or groups formal or informal meetings written correspondence, memos email, fax, telephone.

Territory coverage plan 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.

Resource requirements may include:	people materials equipment and technology budget time training and development relevant information.

Relevant personnel may include:	supervisor and manager team members.

Legislation and requirements affecting sales staff may include:	equal employment opportunity (EEO) Australian apprenticeships disciplinary procedures awards and agreements wages and conditions Trade Practices and Fair Trading Acts environmental protection legislation OHS requirements transport, storage and handling of goods pricing procedures, including GST requirements privacy laws sale of second-hand goods.

Business policy and procedures in relation to:	employee relations and staff development sale of products and services strategic planning and evaluation pricing.

Reward and compensation packages may include:	positive feedback presentation to junior colleagues, peers and management prizes certificates financial bonuses sales commissions positive reinforcement through articles on performance in newsletters.

Review of budgets and quotas for sales teams may be based on:	feedback performance forecasts.