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

SIRWSLS004 Mapping and Delivery Guide
Optimise customer and territory coverage

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRWSLS004 - Optimise customer and territory coverage
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to efficiently plan for and service business customers within a defined territory, and seek opportunities to improve territory coverage and service efficiency.It applies to individuals working in frontline sales roles who work according to defined sales and service standards and objectives.No occupational licensing, certification or specific legislative 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 wholesale environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures for sales activities

a business sale system

organisational business plans and objectives

customers with different requirements.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Prerequisites/co-requisites
Competency Field 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: Establish coverage plan.
  • Identify and source information required for development of coverage plan
  • Create and document coverage plan that meets business performance objectives and service standards.
  • Integrate strategies that ensure individual customer coverage in a timely and effective manner.
  • Implement procedures for field team to collect and report customer information and feedback.
       
Element: Report on customer interactions.
  • Organise and make customer contact according to territory coverage plan.
  • Analyse and action customer feedback from a territory, or provide to relevant personnel for action.
  • Prepare required documentation following each customer interaction.
  • Collate documentation from interactions and store in a secure location.
  • Prepare and submit documentation according to agreed timeframe, format and level of detail.
       
Element: Improve coverage.
  • Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact.
  • Assess current satisfaction levels with service and product.
  • Initiate actions to improve business customer satisfaction levels.
  • Identify and take opportunities to optimise coverage and promotional activity based on information gathered.
       


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. Establish coverage plan.

1.1.Identify and source information required for development of coverage plan

1.2.Create and document coverage plan that meets business performance objectives and service standards.

1.3.Integrate strategies that ensure individual customer coverage in a timely and effective manner.

1.4.Implement procedures for field team to collect and report customer information and feedback.

2. Report on customer interactions.

2.1.Organise and make customer contact according to territory coverage plan.

2.2.Analyse and action customer feedback from a territory, or provide to relevant personnel for action.

2.3.Prepare required documentation following each customer interaction.

2.4.Collate documentation from interactions and store in a secure location.

2.5.Prepare and submit documentation according to agreed timeframe, format and level of detail.

3. Improve coverage.

3.1.Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact.

3.2.Assess current satisfaction levels with service and product.

3.3.Initiate actions to improve business customer satisfaction levels.

3.4.Identify and take opportunities to optimise coverage and promotional activity based on information gathered.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop, implement and monitor one coverage plan

conduct six different customer interactions according to the plan and document outcomes

develop and report on strategies to improve coverage and outcomes for the nominated territory

communicate effectively with business customers to capture accurate and relevant feedback for an assigned territory

arrange one joint promotional activity to enhance business customer and end consumer satisfaction levels and attain sales targets.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for servicing customers and reporting requirements

business performance objectives and how these relate to own sales role

types of information for inclusion in a coverage plan

factors for consideration in developing a coverage plan, including:

competitor activity

types of customers and their varying needs

customer demographics

sales strategies within territory

range of products and services for each customer within a territory

size and features of territory

geography

account customers

types of customer feedback and how feedback can be used to improve performance.

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. Establish coverage plan.

1.1.Identify and source information required for development of coverage plan

1.2.Create and document coverage plan that meets business performance objectives and service standards.

1.3.Integrate strategies that ensure individual customer coverage in a timely and effective manner.

1.4.Implement procedures for field team to collect and report customer information and feedback.

2. Report on customer interactions.

2.1.Organise and make customer contact according to territory coverage plan.

2.2.Analyse and action customer feedback from a territory, or provide to relevant personnel for action.

2.3.Prepare required documentation following each customer interaction.

2.4.Collate documentation from interactions and store in a secure location.

2.5.Prepare and submit documentation according to agreed timeframe, format and level of detail.

3. Improve coverage.

3.1.Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact.

3.2.Assess current satisfaction levels with service and product.

3.3.Initiate actions to improve business customer satisfaction levels.

3.4.Identify and take opportunities to optimise coverage and promotional activity based on information gathered.

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 and source information required for development of coverage plan 
Create and document coverage plan that meets business performance objectives and service standards. 
Integrate strategies that ensure individual customer coverage in a timely and effective manner. 
Implement procedures for field team to collect and report customer information and feedback. 
Organise and make customer contact according to territory coverage plan. 
Analyse and action customer feedback from a territory, or provide to relevant personnel for action. 
Prepare required documentation following each customer interaction. 
Collate documentation from interactions and store in a secure location. 
Prepare and submit documentation according to agreed timeframe, format and level of detail. 
Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact. 
Assess current satisfaction levels with service and product. 
Initiate actions to improve business customer satisfaction levels. 
Identify and take opportunities to optimise coverage and promotional activity based on information gathered. 

Forms

Assessment Cover Sheet

SIRWSLS004 - Optimise customer and territory coverage
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

SIRWSLS004 - Optimise customer and territory coverage

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: