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

ICTCC241A Mapping and Delivery Guide
Process sales

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICTCC241A - Process sales
Description Field: SalesThis unit applies to processing of sales inquiries from customers for limited/basic product/service.This unit is based on unit ICTTC210A in the ICT97 training package.: NilEquivalent units: NilField: SalesThis unit applies to processing of sales inquiries from customers for limited/basic product/service.This unit is based on unit ICTTC210A in the ICT97 training package.: NilEquivalent units: Nil
Employability Skills Not applicable.
Learning Outcomes and Application Not applicable.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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 customer needs
  • Identify customer needs clearly
  • Access existing customer records
  • Match products or services to customer needs
  • Present features and benefits of products or services
  • Inform customer of product or service price
  • Refer customer inquiry to appropriate person/area in accordance with policy where customer need cannot be satisfied
  • Follow enterprise sales policy and principles
  • Manage customer objections effectively
       
Element: Close sales
  • Reach agreement with the customer on products or services to be purchased
  • Discuss and agree payment arrangements with customer
  • Advise customer of payment methodology and address for payment where necessary
  • Record and verify credit card details where appropriate
  • Arrange credit checks within policy
  • Discuss and agree on delivery/installation arrangements with the customer
  • Action delivery/installation arrangements
  • Meet privacy requirements during the transaction
  • Identify and act on opportunities for further sales in accordance with enterprise policy
       
Element: Input sales records
  • Record details of sales on enterprise systems fully
  • Amend existing customer records where appropriate
  • Raise invoices where required
  • Record delivery/installation details within policy
  • Assess performance against agreed targets and analyse for future improvement
  • Observe legislation, codes, regulations and standards throughout transaction
       


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.

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.

Critical evidence

Assessment candidates should produce evidence of the following:

Clear and precise understanding of customer needs.

Matching of product/service to customer need.

Prices relating to product/service offered are clearly explained and understood by the customer.

Application of appropriate credit check.

Arrangement of customer payment.

Agreement with customer as to payment and delivery arrangements.

Accurate recording of sales, payment and delivery arrangements.

Skills and knowledge

Customer Service Skills.

Listening Skills.

Interpersonal Skills.

Selling Skills.

Sales Principles.

Enterprise Policies, Procedures and Guidelines.

Enterprise Protocols Associated With Customer Service.

Operational Environment: Customer Base, Company Products and Services.

Operational Systems.

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.

Critical evidence

Assessment candidates should produce evidence of the following:

Clear and precise understanding of customer needs.

Matching of product/service to customer need.

Prices relating to product/service offered are clearly explained and understood by the customer.

Application of appropriate credit check.

Arrangement of customer payment.

Agreement with customer as to payment and delivery arrangements.

Accurate recording of sales, payment and delivery arrangements.

Skills and knowledge

Customer Service Skills.

Listening Skills.

Interpersonal Skills.

Selling Skills.

Sales Principles.

Enterprise Policies, Procedures and Guidelines.

Enterprise Protocols Associated With Customer Service.

Operational Environment: Customer Base, Company Products and Services.

Operational Systems.

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.

Not applicable.

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Policy

Enterprise policies covering sales operations, customer handling, credit, payment and other aspects of sales. Should also take into account legislation and regulation covering sales activity.

Sales

Relate to product/service purchase/provision, upgrade of existing product/service, amendments to previous sale arrangements.

Customer records

Normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems.

Referral procedures

Will vary from enterprise to enterprise.

Payment arrangements

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit card details

card type

card holder details

card number

expiry date.

Credit checks

Automated or undertaken by sales person or by specialist staff within the enterprise.

Delivery/installation arrangements

delivery address

time of delivery

arrangements for when householder not in attendance

payment on delivery details.

Invoices

Enterprise specific and normally electronically generated in response to appropriate commands entered into the system.

Relevant legislation, codes, regulations and standards include:

Privacy Act

Trade Practices Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Occupational Health and Safety Legislation

Freedom of Information

Consumer Credit Code

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Policy

Enterprise policies covering sales operations, customer handling, credit, payment and other aspects of sales. Should also take into account legislation and regulation covering sales activity.

Sales

Relate to product/service purchase/provision, upgrade of existing product/service, amendments to previous sale arrangements.

Customer records

Normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems.

Referral procedures

Will vary from enterprise to enterprise.

Payment arrangements

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit card details

card type

card holder details

card number

expiry date.

Credit checks

Automated or undertaken by sales person or by specialist staff within the enterprise.

Delivery/installation arrangements

delivery address

time of delivery

arrangements for when householder not in attendance

payment on delivery details.

Invoices

Enterprise specific and normally electronically generated in response to appropriate commands entered into the system.

Relevant legislation, codes, regulations and standards include:

Privacy Act

Trade Practices Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Occupational Health and Safety Legislation

Freedom of Information

Consumer Credit Code
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
Identify customer needs clearly 
Access existing customer records 
Match products or services to customer needs 
Present features and benefits of products or services 
Inform customer of product or service price 
Refer customer inquiry to appropriate person/area in accordance with policy where customer need cannot be satisfied 
Follow enterprise sales policy and principles 
Manage customer objections effectively 
Reach agreement with the customer on products or services to be purchased 
Discuss and agree payment arrangements with customer 
Advise customer of payment methodology and address for payment where necessary 
Record and verify credit card details where appropriate 
Arrange credit checks within policy 
Discuss and agree on delivery/installation arrangements with the customer 
Action delivery/installation arrangements 
Meet privacy requirements during the transaction 
Identify and act on opportunities for further sales in accordance with enterprise policy 
Record details of sales on enterprise systems fully 
Amend existing customer records where appropriate 
Raise invoices where required 
Record delivery/installation details within policy 
Assess performance against agreed targets and analyse for future improvement 
Observe legislation, codes, regulations and standards throughout transaction 

Forms

Assessment Cover Sheet

ICTCC241A - Process sales
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

ICTCC241A - Process sales

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: