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

FNSSAM301 Mapping and Delivery Guide
Identify opportunities for cross-selling products and services

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSSAM301 - Identify opportunities for cross-selling products and services
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to identify cross-selling opportunities and sell the identified products or services to customers while providing other services.It applies to individuals who, within their level of authority, apply specialised knowledge to make judgements and recommendations based on specific information.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: Identify opportunities for cross-selling of products and services
  • Use range of communication and interpersonal skills to respond to enquiry, identify customer needs and establish relationship with customer
  • Identify further opportunities for providing customer with additional products or services based on understanding of customer needs, and access further information about identified products and services if required
       
Element: Promote sales of products and services
  • Explain benefits and features of additional products or services to customer clearly and accurately
  • Match organisation’s products or services to assessed customer needs and offer number of options
  • Check compliance with relevant legislation, regulations and industry codes of practice for all options developed
       
Element: Refer sales or service to appropriate area
  • Prepare documentation for processing when decision has been reached on sale of product or service to be provided
  • Inform customer of reasons why referral to other personnel is required if this needs to occur
       


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. Identify opportunities for cross-selling of products and services

1.1 Use range of communication and interpersonal skills to respond to enquiry, identify customer needs and establish relationship with customer

1.2 Identify further opportunities for providing customer with additional products or services based on understanding of customer needs, and access further information about identified products and services if required

2. Promote sales of products and services

2.1 Explain benefits and features of additional products or services to customer clearly and accurately

2.2 Match organisation’s products or services to assessed customer needs and offer number of options

2.3 Check compliance with relevant legislation, regulations and industry codes of practice for all options developed

3. Refer sales or service to appropriate area

3.1 Prepare documentation for processing when decision has been reached on sale of product or service to be provided

3.2 Inform customer of reasons why referral to other personnel is required if this needs to occur

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. Identify opportunities for cross-selling of products and services

1.1 Use range of communication and interpersonal skills to respond to enquiry, identify customer needs and establish relationship with customer

1.2 Identify further opportunities for providing customer with additional products or services based on understanding of customer needs, and access further information about identified products and services if required

2. Promote sales of products and services

2.1 Explain benefits and features of additional products or services to customer clearly and accurately

2.2 Match organisation’s products or services to assessed customer needs and offer number of options

2.3 Check compliance with relevant legislation, regulations and industry codes of practice for all options developed

3. Refer sales or service to appropriate area

3.1 Prepare documentation for processing when decision has been reached on sale of product or service to be provided

3.2 Inform customer of reasons why referral to other personnel is required if this needs to occur

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
Use range of communication and interpersonal skills to respond to enquiry, identify customer needs and establish relationship with customer 
Identify further opportunities for providing customer with additional products or services based on understanding of customer needs, and access further information about identified products and services if required 
Explain benefits and features of additional products or services to customer clearly and accurately 
Match organisation’s products or services to assessed customer needs and offer number of options 
Check compliance with relevant legislation, regulations and industry codes of practice for all options developed 
Prepare documentation for processing when decision has been reached on sale of product or service to be provided 
Inform customer of reasons why referral to other personnel is required if this needs to occur 

Forms

Assessment Cover Sheet

FNSSAM301 - Identify opportunities for cross-selling products and services
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

FNSSAM301 - Identify opportunities for cross-selling products and services

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: