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

BSBCUE303 Mapping and Delivery Guide
Conduct a telemarketing campaign

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBCUE303 - Conduct a telemarketing campaign
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to prepare, conduct and review a telemarketing campaign, which may involve both inbound and outbound calling.It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgment and relevant theoretical knowledge, and who may provide technical advice and support to a team.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
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 with team members, and prepare engagement guides for telemarketing campaign
  • Learn features of product or service to be marketed
  • Discuss operational boundaries and targets with relevant personnel
  • Develop proficiency using relevant technology
  • Develop strategies to achieve sales targets
  • Identify and develop a clear understanding of fulfilment processes
  • Ensure campaign and engagement guides meet relevant legislation, codes, regulations and standards
       
Element: Conduct planned telemarketing activity
  • Make customer engagement in most efficient manner possible
  • Conduct engagement according to engagement guide, and enterprise policies and procedures
  • Answer customer queries with professional responses, using active listening
  • Explain features and benefits of products or services to customers, where appropriate
  • Improvise on engagement guide content to suit customer needs
  • Identify positive sales responses from customers and develop them into sales opportunities
  • Close sales efficiently
  • Escalate customer queries that cannot be satisfied, according to enterprise policy
       
Element: Manage negative customer responses
  • Counter negative customer responses to product, service or organisation with positive features and benefits
  • Respond politely to personal or irrelevant negative customer responses
  • Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly
  • Escalate negative customer responses appropriately
  • Develop strategies to recover from negative customer responses and remain positive for next engagement
       
Element: Complete sales
  • Record details of sale according to procedures
  • Discuss and agree payment arrangements with customer and action according to organisational policy
  • Advise customer of payment procedures
  • Record and verify credit card details with customer where appropriate and according to organisational protocols
  • Discuss and agree delivery arrangements with customer and record and action, where applicable
  • Activate fulfilment processes necessary to complete sale
  • Apply privacy requirements during transactions
       
Element: Record campaign results
  • Collate and present engagement records according to organisational policy
  • Record and report difficulties not escalated
  • Analyse performance against agreed targets to identify future improvements
  • Amend errors and omissions 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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Prepare for telemarketing campaign

1.1 Study and clarify campaign details with team members, and prepare engagement guides for telemarketing campaign

1.2 Learn features of product or service to be marketed

1.3 Discuss operational boundaries and targets with relevant personnel

1.4 Develop proficiency using relevant technology

1.5 Develop strategies to achieve sales targets

1.6 Identify and develop a clear understanding of fulfilment processes

1.7 Ensure campaign and engagement guides meet relevant legislation, codes, regulations and standards

2 Conduct planned telemarketing activity

2.1 Make customer engagement in most efficient manner possible

2.2 Conduct engagement according to engagement guide, and enterprise policies and procedures

2.3 Answer customer queries with professional responses, using active listening

2.4 Explain features and benefits of products or services to customers, where appropriate

2.5 Improvise on engagement guide content to suit customer needs

2.6 Identify positive sales responses from customers and develop them into sales opportunities

2.7 Close sales efficiently

2.8 Escalate customer queries that cannot be satisfied, according to enterprise policy

3 Manage negative customer responses

3.1 Counter negative customer responses to product, service or organisation with positive features and benefits

3.2 Respond politely to personal or irrelevant negative customer responses

3.3 Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly

3.4 Escalate negative customer responses appropriately

3.5 Develop strategies to recover from negative customer responses and remain positive for next engagement

4 Complete sales

4.1 Record details of sale according to procedures

4.2 Discuss and agree payment arrangements with customer and action according to organisational policy

4.3 Advise customer of payment procedures

4.4 Record and verify credit card details with customer where appropriate and according to organisational protocols

4.5 Discuss and agree delivery arrangements with customer and record and action, where applicable

4.6 Activate fulfilment processes necessary to complete sale

4.7 Apply privacy requirements during transactions

5 Record campaign results

5.1 Collate and present engagement records according to organisational policy

5.2 Record and report difficulties not escalated

5.3 Analyse performance against agreed targets to identify future improvements

5.4 Amend errors and omissions in databases

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Prepare for telemarketing campaign

1.1 Study and clarify campaign details with team members, and prepare engagement guides for telemarketing campaign

1.2 Learn features of product or service to be marketed

1.3 Discuss operational boundaries and targets with relevant personnel

1.4 Develop proficiency using relevant technology

1.5 Develop strategies to achieve sales targets

1.6 Identify and develop a clear understanding of fulfilment processes

1.7 Ensure campaign and engagement guides meet relevant legislation, codes, regulations and standards

2 Conduct planned telemarketing activity

2.1 Make customer engagement in most efficient manner possible

2.2 Conduct engagement according to engagement guide, and enterprise policies and procedures

2.3 Answer customer queries with professional responses, using active listening

2.4 Explain features and benefits of products or services to customers, where appropriate

2.5 Improvise on engagement guide content to suit customer needs

2.6 Identify positive sales responses from customers and develop them into sales opportunities

2.7 Close sales efficiently

2.8 Escalate customer queries that cannot be satisfied, according to enterprise policy

3 Manage negative customer responses

3.1 Counter negative customer responses to product, service or organisation with positive features and benefits

3.2 Respond politely to personal or irrelevant negative customer responses

3.3 Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly

3.4 Escalate negative customer responses appropriately

3.5 Develop strategies to recover from negative customer responses and remain positive for next engagement

4 Complete sales

4.1 Record details of sale according to procedures

4.2 Discuss and agree payment arrangements with customer and action according to organisational policy

4.3 Advise customer of payment procedures

4.4 Record and verify credit card details with customer where appropriate and according to organisational protocols

4.5 Discuss and agree delivery arrangements with customer and record and action, where applicable

4.6 Activate fulfilment processes necessary to complete sale

4.7 Apply privacy requirements during transactions

5 Record campaign results

5.1 Collate and present engagement records according to organisational policy

5.2 Record and report difficulties not escalated

5.3 Analyse performance against agreed targets to identify future improvements

5.4 Amend errors and omissions in databases

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 with team members, and prepare engagement guides for telemarketing campaign 
Learn features of product or service to be marketed 
Discuss operational boundaries and targets with relevant personnel 
Develop proficiency using relevant technology 
Develop strategies to achieve sales targets 
Identify and develop a clear understanding of fulfilment processes 
Ensure campaign and engagement guides meet relevant legislation, codes, regulations and standards 
Make customer engagement in most efficient manner possible 
Conduct engagement according to engagement guide, and enterprise policies and procedures 
Answer customer queries with professional responses, using active listening 
Explain features and benefits of products or services to customers, where appropriate 
Improvise on engagement guide content to suit customer needs 
Identify positive sales responses from customers and develop them into sales opportunities 
Close sales efficiently 
Escalate customer queries that cannot be satisfied, according to enterprise policy 
Counter negative customer responses to product, service or organisation with positive features and benefits 
Respond politely to personal or irrelevant negative customer responses 
Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly 
Escalate negative customer responses appropriately 
Develop strategies to recover from negative customer responses and remain positive for next engagement 
Record details of sale according to procedures 
Discuss and agree payment arrangements with customer and action according to organisational policy 
Advise customer of payment procedures 
Record and verify credit card details with customer where appropriate and according to organisational protocols 
Discuss and agree delivery arrangements with customer and record and action, where applicable 
Activate fulfilment processes necessary to complete sale 
Apply privacy requirements during transactions 
Collate and present engagement records according to organisational policy 
Record and report difficulties not escalated 
Analyse performance against agreed targets to identify future improvements 
Amend errors and omissions in databases 

Forms

Assessment Cover Sheet

BSBCUE303 - 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:

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Date:

Assessment Record Sheet

BSBCUE303 - 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: