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

SIRXCCS406 Mapping and Delivery Guide
Provide professional customer service for high value and complex sales

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRXCCS406 - Provide professional customer service for high value and complex sales
Description This unit describes the performance outcomes, skills and knowledge required to ensure that customers’ sales experiences meet expectations to build brand loyalty and percentage of closed sales. It involves analysing customer expectations and leading the sales team to develop strategies to meet them.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to sales team leaders and managers with a responsibility to ensure customer service is provided for the sale of high value and complex products and to maximise sales closures.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
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: Analyse customer expectations of high value sales experiences.
  • Review demographics of customer target groups and analyse relevant industry information regarding behaviour and preferences of different demographic groups.
  • Analyse organisation’s customer relationship management information to identify customer preferences relating to sales experience.
  • Explore personal and team members’ experience and perceptions of customers’ expectations of, and responses to, sales experience.
  • Consider findings and record a range of customer expectations of sales experience.
  • Consult with relevant staff and select specific customer expectations that the organisation will commit to meeting.
       
Element: Ensure sales environment meet customer expectations.
  • Review store environment against selected customer expectations and identify improvements to be implemented in consultation with relevant personnel.
  • Review store positioning and promotion in relation to customer expectations and identify and propose improvements in consultation with relevant personnel.
  • Review customer service procedures and communication protocols in relation to customer expectations and identify improvements to be implemented in consultation with relevant personnel.
  • Participate in implementation of improvements according to workplace requirements.
       
Element: Develop customer service relationships.
  • Lead team to review behaviour and preferences of customers and identify responsive customer service strategies.
  • Lead team to analyse exemplary sales outcomes and identify positive customer service strategies to be incorporated into store procedures.
  • Lead team to analyse customer interactions resulting in non-closure of sales to identify potential strategies to retrieve sales.
  • Lead team to research, select and implement strategies to build brand loyalty and repeat business.
  • Provide modelling and coaching to team members in closing high value and complex sales.
       


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.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

researches, consults on and identifies customer expectations that the organisation will commit to meeting

reviews sales environment and implements improvements to meet customer preferences

leads team to review customer service outcomes and provides modelling and coaching in customer service.

Context of and specific resources for assessment

Assessment must ensure access to:

a real retail work environment

a retail customer service and sales team

relevant documentation, including:

communication protocols

customer demographic data

customer service procedures

sales performance data.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

a role play

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Required skills

communication and interpersonal skills to:

apply product knowledge by providing information and advice to customers and staff

ask questions to identify and confirm requirements and preferences

interact with a range of customers, including:

those with special needs

difficult or abusive customers

make recommendations and advise on warranties and product service and repair through clear and direct communication

use and interpret non-verbal communication

use language and concepts appropriate to cultural differences

literacy and numeracy skills to:

advise and negotiate price and payment options

measure and estimate accurately

read product information and specifications

read store policy and procedures

team leadership skills to:

gain team participation in research and analysis activities

motivate and coach team members to improve customer service skills

Required knowledge

company policy and procedures in regard to:

customer complaints

methods of dealing with customer special needs and requests

price negotiation and payment options

sales and customer service, up-selling and on-selling

services and repairs

company product range

human psychology in relation to buying

key features of buying and selling process

manufacturer technical information

pricing procedures, including GST requirements

product and manufacturer warranty terms and conditions

relevant legislation, statutory requirements and codes of practice relating to the retail industry, including consumer law

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included.

Customer preferencesmay vary according to:

behavioural style

buying style

expectations of salespeople

personality type.

Store environmentmay include:

air quality

amenities

décor

layout

music

parking

visual merchandising.

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
Review demographics of customer target groups and analyse relevant industry information regarding behaviour and preferences of different demographic groups. 
Analyse organisation’s customer relationship management information to identify customer preferences relating to sales experience. 
Explore personal and team members’ experience and perceptions of customers’ expectations of, and responses to, sales experience. 
Consider findings and record a range of customer expectations of sales experience. 
Consult with relevant staff and select specific customer expectations that the organisation will commit to meeting. 
Review store environment against selected customer expectations and identify improvements to be implemented in consultation with relevant personnel. 
Review store positioning and promotion in relation to customer expectations and identify and propose improvements in consultation with relevant personnel. 
Review customer service procedures and communication protocols in relation to customer expectations and identify improvements to be implemented in consultation with relevant personnel. 
Participate in implementation of improvements according to workplace requirements. 
Lead team to review behaviour and preferences of customers and identify responsive customer service strategies. 
Lead team to analyse exemplary sales outcomes and identify positive customer service strategies to be incorporated into store procedures. 
Lead team to analyse customer interactions resulting in non-closure of sales to identify potential strategies to retrieve sales. 
Lead team to research, select and implement strategies to build brand loyalty and repeat business. 
Provide modelling and coaching to team members in closing high value and complex sales. 

Forms

Assessment Cover Sheet

SIRXCCS406 - Provide professional customer service for high value and complex 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:

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Date:

Assessment Record Sheet

SIRXCCS406 - Provide professional customer service for high value and complex 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: