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

SIFXCSS005 Mapping and Delivery Guide
Lead customer service teams

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIFXCSS005 - Lead customer service teams
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to plan, implement, direct and evaluate the activities of customer service teams. The unit applies to funeral home and cemetery and crematorium staff who lead and manage sales teams. It involves a high level of autonomy and responsibility ensuring that all work is carried out according to work health and safety, relevant legislation and workplace policies and procedures.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.

Skills must be demonstrated in a funeral services workplace where staff training and performance monitoring can take place:

using suitable equipment and resources, including:

communication technologies and computers

documentation, including sales plans and budgets

under industry conditions where there is:

integration of tasks with possible interruptions to work typical of the job role

interaction with team members

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Prerequisites/co-requisites
Competency Field Client Service and Sales
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: Plan customer service and sales operations.
  • Develop objectives for customer service teams.
  • Prepare sales plans to support attainment of objectives.
  • Determine size and structure of sales teams.
  • Select team members according to customer service team objectives.
  • Provide team members with initial training.
       
Element: Direct the customer service team.
  • Monitor customer service team to ensure that products and services match client needs.
  • Monitor correct application of financial transactions, sales agreements and financing arrangements.
  • Monitor customer service team to ensure sales and financial agreement documentation are completed correctly.
  • Implement strategies to support customer service team members.
  • Identify and allocate resources to support attainment of sales.
       
Element: Evaluate effectiveness of customer service team.
  • Establish systems to evaluate sales effectiveness against customer service team objectives.
  • Take corrective action where sub-standard performance is identified.
  • Adjust customer service team planning to reflect outcome of evaluations.
       
Element: Plan customer service and sales operations.
  • Develop objectives for customer service teams.
  • Prepare sales plans to support attainment of objectives.
  • Determine size and structure of sales teams.
  • Select team members according to customer service team objectives.
  • Provide team members with initial training.
       
Element: Direct the customer service team.
  • Monitor customer service team to ensure that products and services match client needs.
  • Monitor correct application of financial transactions, sales agreements and financing arrangements.
  • Monitor customer service team to ensure sales and financial agreement documentation are completed correctly.
  • Implement strategies to support customer service team members.
  • Identify and allocate resources to support attainment of sales.
       
Element: Evaluate effectiveness of customer service team.
  • Establish systems to evaluate sales effectiveness against customer service team objectives.
  • Take corrective action where sub-standard performance is identified.
  • Adjust customer service team planning to reflect outcome of evaluations.
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Plan customer service and sales operations.

1.1 Develop objectives for customer service teams.

1.2 Prepare sales plans to support attainment of objectives.

1.3 Determine size and structure of sales teams.

1.4 Select team members according to customer service team objectives.

1.5 Provide team members with initial training.

2. Direct the customer service team.

2.1 Monitor customer service team to ensure that products and services match client needs.

2.2 Monitor correct application of financial transactions, sales agreements and financing arrangements.

2.3 Monitor customer service team to ensure sales and financial agreement documentation are completed correctly.

2.4 Implement strategies to support customer service team members.

2.5 Identify and allocate resources to support attainment of sales.

3. Evaluate effectiveness of customer service team.

3.1 Establish systems to evaluate sales effectiveness against customer service team objectives.

3.2 Take corrective action where sub-standard performance is identified.

3.3 Adjust customer service team planning to reflect outcome of evaluations.

Evidence of the ability to:

establish sales objectives and plans relevant to the nature of the customer service and sales operation and consistent with marketing and sales strategies

select and train a customer service team according to sales objectives, budget and plan

evaluate and monitor team performance.

Evidence of performance of leading a customer service team to meet the sales objectives of two or more different products or service promotions is required to demonstrate consistency of performance and ability to respond to different situations.

Demonstrated knowledge of:

objectives of a sales team

nature of sales operations

marketing and sales strategies

human resource principles and practices in relation to induction and training

range of methods and resources used to provide training, including:

videotapes

lectures

one-on-one instruction

role plays

audio-tapes

simulations

slides

films

case studies

videoconferencing

teleconferencing

computer software packages

strategies used to support sales team members:

coaching

providing feedback

recognising and rewarding performance

actions used for sub standard performance, including:

additional training

mentoring

ongoing feedback

goal-related feedback

individualised development plans

federal, state or territory, and local government legislation, regulations and codes of practice that impact on the sale of funeral products and services, including:

Australian Consumer Law (ACL)

Funerals (Pre-paid Money) Act

Consumer Credit Code

Privacy Acts

equal employment opportunity.

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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Plan customer service and sales operations.

1.1 Develop objectives for customer service teams.

1.2 Prepare sales plans to support attainment of objectives.

1.3 Determine size and structure of sales teams.

1.4 Select team members according to customer service team objectives.

1.5 Provide team members with initial training.

2. Direct the customer service team.

2.1 Monitor customer service team to ensure that products and services match client needs.

2.2 Monitor correct application of financial transactions, sales agreements and financing arrangements.

2.3 Monitor customer service team to ensure sales and financial agreement documentation are completed correctly.

2.4 Implement strategies to support customer service team members.

2.5 Identify and allocate resources to support attainment of sales.

3. Evaluate effectiveness of customer service team.

3.1 Establish systems to evaluate sales effectiveness against customer service team objectives.

3.2 Take corrective action where sub-standard performance is identified.

3.3 Adjust customer service team planning to reflect outcome of evaluations.

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
Develop objectives for customer service teams. 
Prepare sales plans to support attainment of objectives. 
Determine size and structure of sales teams. 
Select team members according to customer service team objectives. 
Provide team members with initial training. 
Monitor customer service team to ensure that products and services match client needs. 
Monitor correct application of financial transactions, sales agreements and financing arrangements. 
Monitor customer service team to ensure sales and financial agreement documentation are completed correctly. 
Implement strategies to support customer service team members. 
Identify and allocate resources to support attainment of sales. 
Establish systems to evaluate sales effectiveness against customer service team objectives. 
Take corrective action where sub-standard performance is identified. 
Adjust customer service team planning to reflect outcome of evaluations. 
Develop objectives for customer service teams. 
Prepare sales plans to support attainment of objectives. 
Determine size and structure of sales teams. 
Select team members according to customer service team objectives. 
Provide team members with initial training. 
Monitor customer service team to ensure that products and services match client needs. 
Monitor correct application of financial transactions, sales agreements and financing arrangements. 
Monitor customer service team to ensure sales and financial agreement documentation are completed correctly. 
Implement strategies to support customer service team members. 
Identify and allocate resources to support attainment of sales. 
Establish systems to evaluate sales effectiveness against customer service team objectives. 
Take corrective action where sub-standard performance is identified. 
Adjust customer service team planning to reflect outcome of evaluations. 

Forms

Assessment Cover Sheet

SIFXCSS005 - Lead customer service teams
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

SIFXCSS005 - Lead customer service teams

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: