Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCCO303A Mapping and Delivery Guide
Conduct a telemarketing campaign

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBCCO303A - Conduct a telemarketing campaign
Description This unit describes the performance outcomes, skills and knowledge required to undertake a telemarketing campaign which may involve both inbound and outbound calling.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit is applied in any customer contact environment with a focus on sales, utilising varying levels of technology. Competence in this unit requires preparing, conducting and reviewing the performance of a telemarketing campaign, including managing negative or difficult contacts and completing the sales process.Work is undertaken with some supervision and guidance.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Stakeholder Relations - Contact Centre Operations
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Prepare for telemarketing campaign
  • Study and clarify campaign details and prepare call/contact guides for telemarketing campaign
  • Learn the features of the product/service to be marketed
  • Discuss operational boundaries and targets with relevant personnel
  • Develop proficiency in the use of relevant technology
  • Develop strategies to achieve sales targets
  • Identify and develop a clear understanding of fulfilment processes
  • Ensure campaign and call/contact guides meet relevant legislation, codes, regulations and standards
       
Element: Conduct telemarketing campaign
  • Make customer contact in the most efficient manner possible
  • Conduct contact in accordance with call/contact guide, enterprise policies and procedures
  • Answer all customer queries with professional responses
  • Explain features and benefits of products to customers, where appropriate
  • Use active listening techniques to create positive customer responses
  • Improvise on call/contact guide content to suit customer needs
  • Identify positive sales responses from customers
  • Develop positive customer responses into sales opportunities
  • Close sales efficiently
  • Escalate customer queries which cannot be satisfied, in accordance with enterprise policy
       
Element: Manage negative customer responses
  • Counter negative customer responses to the product or organisation with positive features and benefits
  • Respond to personal or irrelevant negative customer responses politely
  • Identify limits of the organisation's tolerance to negatively responding customers
  • Identify when to end a negative customer contact
  • Identify negative customer responses which require escalation and escalate appropriately
  • Develop strategies to recover from negative customer responses and to remain positive for next contacts
       
Element: Complete sales
  • Record all details of sale accurately and in accordance with procedures
  • Discuss and agree payment arrangements with customer and action in accordance with enterprise policy
  • Advise customers of payment procedures
  • Record and verify credit card details with customer, where appropriate and in accordance with organisational protocols
  • Discuss and agree delivery arrangements with the customer and record and action, where applicable
  • Activate the fulfilment processes necessary to complete the sale
  • Apply privacy requirements during the transaction
       
Element: Record campaign results
  • Collate and present contact records in accordance with enterprise policy
  • Record and report any difficulties not escalated
  • Analyse performance against agreed targets to identify future improvement
  • Amend any errors in databases
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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.

Overview of assessment

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

Evidence of the following is essential:

meeting of agreed call/sales ratios

achievement of sales targets

accurate application of pre-prepared call/contact guide

management of negative customer contact without disruption to operations

accurate recording of sales, payment and delivery arrangements

successful handling of difficulties incurred during campaign

knowledge of legislative and regulatory codes and requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data (including call/contact guides)

access to performance management, sales performance and quality assurance documentation and records

access to relevant legislation, regulatory requirements, organisational standards and guidelines.

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:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of performance and sales results

direct observation during sales process including negative customer contacts

oral and/or written questioning to assess knowledge of sales techniques, legislative and regulatory requirements

review of quality assurance records

audit of customer and sales records.

Guidance information for assessment

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

BSBCCO304B Provide sales solutions to customers

BSBCUS301A Deliver and monitor a service to customers

other sales units.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

credit risk evaluation skills to meet organisational credit policy requirements

customer service skills to deliver professional customer service and sales support

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

interpersonal skills to establish rapport and to build relationships with customers

literacy skills to communicate and articulate information and advice effectively

numeracy skills to accurately analyse, calculate and validate data

sales skills to maximise every contact and sales result

self-management skills to remain positive and results focused

stress and time management skills to remain calm when under pressure.

Required knowledge

enterprise protocols associated with customer service and sales

legislative and regulatory codes and requirements

marketing principles and practice

operational environment - customer base, company products and services

sales techniques

fulfilment processes

technology and systems employed.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Call/contact guides may include:

call closing technique

call flow

features and benefits

greeting etiquette

pricing

product/service features

regulatory, legislative and organisational requirements

Telemarketing campaigns may include:

customer retention activities such as re-contracting, loyalty and incentive programs and offering value added services

fundraising

product sales

service sales

up sell and cross sell

Learning the features of the product/service may include:

training

Operational boundaries may include:

discretion to deviate from the call/contact guide

guidelines and parameters within which the telemarketer can operate

limits of interchange with the customer

mandatory and voluntary requirements

relevant regulatory, legislative and organisational requirements

Technology may:

be modified for use by people with a disability

include:

information systems

sales tracking technology

telecommunications systems

Sales targets may include:

call volumes

conversion rates

sales made

retention rates

Relevant legislation, codes, regulations and standards may include:

Consumer Credit Code

Do Not Call Register

equal employment opportunity and anti-discrimination legislation

Freedom of Information

industry specific codes, regulations and legislation

occupational health and safety legislation

Privacy Act

Trade Practices Act

Negative customer responses may include:

criticising the product or organisation

crude or offensive language

declining further contact

personal insults or threats

Payment arrangements may include:

cash

cheque

credit card

EFTPOS

money order

payment on delivery

Credit card details may include:

card holder details

card number

expiry date

Databases may include:

business directory

enterprise records

sales records

telephone directories

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Study and clarify campaign details and prepare call/contact guides for telemarketing campaign 
Learn the features of the product/service to be marketed 
Discuss operational boundaries and targets with relevant personnel 
Develop proficiency in the use of relevant technology 
Develop strategies to achieve sales targets 
Identify and develop a clear understanding of fulfilment processes 
Ensure campaign and call/contact guides meet relevant legislation, codes, regulations and standards 
Make customer contact in the most efficient manner possible 
Conduct contact in accordance with call/contact guide, enterprise policies and procedures 
Answer all customer queries with professional responses 
Explain features and benefits of products to customers, where appropriate 
Use active listening techniques to create positive customer responses 
Improvise on call/contact guide content to suit customer needs 
Identify positive sales responses from customers 
Develop positive customer responses into sales opportunities 
Close sales efficiently 
Escalate customer queries which cannot be satisfied, in accordance with enterprise policy 
Counter negative customer responses to the product or organisation with positive features and benefits 
Respond to personal or irrelevant negative customer responses politely 
Identify limits of the organisation's tolerance to negatively responding customers 
Identify when to end a negative customer contact 
Identify negative customer responses which require escalation and escalate appropriately 
Develop strategies to recover from negative customer responses and to remain positive for next contacts 
Record all details of sale accurately and in accordance with procedures 
Discuss and agree payment arrangements with customer and action in accordance with enterprise policy 
Advise customers of payment procedures 
Record and verify credit card details with customer, where appropriate and in accordance with organisational protocols 
Discuss and agree delivery arrangements with the customer and record and action, where applicable 
Activate the fulfilment processes necessary to complete the sale 
Apply privacy requirements during the transaction 
Collate and present contact records in accordance with enterprise policy 
Record and report any difficulties not escalated 
Analyse performance against agreed targets to identify future improvement 
Amend any errors in databases 

Forms

Assessment Cover Sheet

BSBCCO303A - Conduct a telemarketing campaign
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCCO303A - Conduct a telemarketing campaign

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: