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

SIRXMPR003A Mapping and Delivery Guide
Conduct telemarketing

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRXMPR003A - Conduct telemarketing
Description This unit describes the performance outcomes, skills and knowledge required to apply telemarketing techniques to secure orders or sales through directly approaching customers or by responding to incoming calls from customers.
Employability Skills The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit involves ensuring that telemarketing technology is appropriately utilised, customer needs met, target calls identified, responses processed according to business requirements and that sales leads are followed up as required. Frontline sales personnel are responsible for this function.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Marketing and Public Relations
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: Confirm telemarketing processes.
  • Obtain and confirm details of campaign.
  • Clarify matters relating to campaign objectives or responsibilities with relevant personnel.
  • Prepare call guides and action lists where required.
  • Determine technology required for completion of assigned roles in campaigns.
       
Element: Respond to customer enquiries using telemarketing technology.
  • Clearly establish customer needs.
  • Satisfy customer enquiries in a prompt and efficient manner.
  • Refer enquiries beyond individual capabilities or beyond scope of the campaign to relevant personnel or record for later response.
  • Follow up on information not supplied to the customer on initial enquiry and relay to the customer within the quickest possible time.
  • Apply sales and service techniques according to business and industry standards.
  • Discuss and confirm payment options with customer during sales transaction.
  • Confirm supply arrangements with customer during sales transaction.
       
Element: Seek customers using telemarketing technology.
  • Identify and confirm call targets.
  • Identify telephone numbers from database.
  • Complete calls in the most efficient manner possible.
  • Ensure call principles and procedures conform to business policy and procedures.
  • Record customer responses accurately to required level of detail.
  • Answer customer queries or refer to appropriate personnel according to business policy and procedures.
  • Action customer requests according to business policy and procedures.
       
Element: Process telemarketing customer sales and orders.
  • Record and report customer requirements.
  • Accurately record customer particulars.
  • Complete and report appropriate records according to business processes and technology.
  • Process customer's preferred payment and delivery options.
  • Arrange credit checks according to business and industry policy and requirements.
  • Fully apply privacy arrangements during transaction.
       
Element: Maintain telemarketing systems and technology.
  • Maintain telemarketing systems and technology to business and manufacturer requirements.
  • Report faults or safety problems with telemarketing systems and work space to relevant personnel.
       
Element: Record campaign results.
  • Process campaign results and records according to business processes and technology.
  • Convey difficulties encountered reporting and recording campaign results to appropriate personnel.
  • Assess performance against agreed targets and analyse for future improvement.
       


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, the range statement and the Assessment Guidelines for this Training Package.

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

Evidence of the following is essential:

satisfactory processing of a customer enquiry relating to a specific marketing campaign

satisfactory processing of incoming sales calls from customers

satisfactory processing or outgoing contact with customers to obtain sales, or recall or regain a customer

matching customer requirements with business offerings

recording sales

retaining or regaining customers

successful handling of a range of customer contingencies encountered during performance of telemarketing duties

completion of communication tasks according to business procedures, e.g. phone orders and accompanying written confirmations, faxed order forms and confirmation documents, electronic order lodgement and accompanying hard copies of computer documents.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

store policy and procedures manuals

campaign details

call guides

order forms

a range of communication equipment.

Methods 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 the candidate in the workplace

third-party reports from a supervisor

customer feedback

role play

written or verbal questioning to assess knowledge and understanding

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

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

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

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.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpersonal communication skills to:

clarify matters relating to campaign objectives or responsibilities with relevant personnel

respond to customer enquiries

call customers

report faults or difficulties with reporting and recording to appropriate personnel through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

literacy and numerical skills related to:

reading and understanding business policy and procedures

reading and understanding database entries

processing sales transactions

recording data

data analysis

collaboration and teamwork

apply privacy and security arrangements

clarify campaign details

solve routine operational problems

use appropriate technology to complete ascribed role

identify targets

record and report information for business transactions and as required by business

demonstrated application of safe work practices.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

telecommunications, including telemarketing and telesales

interacting with customers

promoting products

processing sales transactions

techniques in interpersonal communication.

relevant industrial or legislative requirements

use and maintenance of technology

OHS aspects of job

relevant commercial law, legal and security requirements.

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 in the performance criteria is detailed below.

Campaign may vary to accommodate regional variations in:

demographics

economics

competition

social and cultural factors

political influences

legal factors

natural factors

technology.

Campaign objectives may vary according to:

product or service

merchandising and sales strategy

sales

promotional strategies, including:

duration

cycle

territory coverage

product or service focus.

Relevant personnel may include:

supervisor

team leader

manager

specialist technical staff.

Call guides may be:

prepared internally or externally

in hard or electronic form

automated or manual.

Technology may include:

personal computers or terminals, which may be stand-alone or networked

point-of-sale terminals

telecommunications equipment

software, including:

word processing

databases

spreadsheets

financial

inventory

electronic data interchange (EDI).

Customers may include:

new or repeat contacts

external and internal contacts

business customers or individuals

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Customer enquiries may relate to:

warranties

use-by dates

storage requirements

stock availability

product range

features and benefits of products

price

delivery

progress of order placed.

Sales and service techniques may include:

questioning and active listening

sales closing techniques

associated sales techniques, including:

trade-up

trade-in

tie-ins

cut-ins

range-ins

negotiation skills

over-the-phone empathy creation

securing payment.

Payment options may include:

credit card

electronic funds transfer

cheque

money order

hire purchase

cash on delivery (COD)

customer account.

Supply arrangements may include:

delivery of products

provision of services

maintenance and support agreements

leasing agreements and consultancies

research and development.

Business policy and procedures may relate to:

use of telecommunications technology

maintaining and utilising client records

promotional and marketing programs

sale and supply of products and services

interaction with customers.

Customer requirements may relate to:

product type

brand

size

quantity

product characteristics

method of delivery

price.

Customer particulars may include:

customer's name and contact details

transaction records

personal preferences

anniversaries and special dates

details of items bought or returned.

Credit check procedures may include:

automated or manual

completed internally or by external agent.

Faults or safety problems may include:

spills

sharp edges

loose wiring

transaction faults

equipment and technology faults.

Records may include:

manual or electronic records

purchase requests and orders

tender submissions and proposals

invoices and payment requests

statements and petty cash vouchers

offer and contract documents

evaluation process documentation

records of authorised officers' decisions

corporate credit card transaction statements

records of supplier performance

financial statements

asset registers

records of conversation.

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
Obtain and confirm details of campaign. 
Clarify matters relating to campaign objectives or responsibilities with relevant personnel. 
Prepare call guides and action lists where required. 
Determine technology required for completion of assigned roles in campaigns. 
Clearly establish customer needs. 
Satisfy customer enquiries in a prompt and efficient manner. 
Refer enquiries beyond individual capabilities or beyond scope of the campaign to relevant personnel or record for later response. 
Follow up on information not supplied to the customer on initial enquiry and relay to the customer within the quickest possible time. 
Apply sales and service techniques according to business and industry standards. 
Discuss and confirm payment options with customer during sales transaction. 
Confirm supply arrangements with customer during sales transaction. 
Identify and confirm call targets. 
Identify telephone numbers from database. 
Complete calls in the most efficient manner possible. 
Ensure call principles and procedures conform to business policy and procedures. 
Record customer responses accurately to required level of detail. 
Answer customer queries or refer to appropriate personnel according to business policy and procedures. 
Action customer requests according to business policy and procedures. 
Record and report customer requirements. 
Accurately record customer particulars. 
Complete and report appropriate records according to business processes and technology. 
Process customer's preferred payment and delivery options. 
Arrange credit checks according to business and industry policy and requirements. 
Fully apply privacy arrangements during transaction. 
Maintain telemarketing systems and technology to business and manufacturer requirements. 
Report faults or safety problems with telemarketing systems and work space to relevant personnel. 
Process campaign results and records according to business processes and technology. 
Convey difficulties encountered reporting and recording campaign results to appropriate personnel. 
Assess performance against agreed targets and analyse for future improvement. 

Forms

Assessment Cover Sheet

SIRXMPR003A - Conduct telemarketing
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

SIRXMPR003A - Conduct telemarketing

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: