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

SIRXSLS303 Mapping and Delivery Guide
Build relationships with customers

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRXSLS303 - Build relationships with customers
Description This unit describes the performance outcomes, skills and knowledge required to develop and maintain expert knowledge to provide accurate product information to customers, including post-sales support. It also covers communication, analysis and sales techniques to plan and implement sales presentations, build positive relationships with customers, and resolve customer complaints to ensure positive business outcomes.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to senior sales personnel.
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: Develop relationships with customers.
  • Establish rapport with customers and express genuine interest to clarify customer requirements and enhance outcomes.
  • Maintain professional ethics with the customer to promote store image and credibility.
  • Identify customer needs and preferences to maximise sales opportunities.
  • Maximise sales opportunities by use of add-on and complementary sales techniques.
  • Give customer space and time to evaluate purchase decision, while using time to maximum advantage for customer and store.
  • Use effective methods to close sales.
       
Element: Apply expert knowledge.
  • Provide customer with accurate information regarding product and service appraisals, correct statements and warranties according to legislative requirements.
  • Provide detailed knowledge of supplier or manufacturer information according to customer needs and commercial confidentiality guidelines.
  • Provide evaluation of product range, demonstrate features and benefits of products or services where appropriate, and make recommendations to the customer to maximise sales potential.
  • Maximise customer interest in product or service through price negotiation where applicable and offer payment and credit options according to store policy.
  • Calculate prices and discounts according to pricing determinants and store policy.
       
Element: Provide post-sales support.
  • Provide evidence of ongoing support as sale is concluded.
  • Explain back-up service and reassure customer according to legislative requirements and store policy.
  • Provide customer with store or salesperson’s contact details to ensure customer follow-up according to store policy.
  • Enter customer and transaction details into customer database according to store policy.
       
Element: Plan sales presentations.
  • Plan presentation to complement product characteristics.
  • Select client group according to product characteristics and store merchandising policy.
  • Access promotional materials where required and distribute to client group.
  • Select and prepare a range of products or services for presentation to reflect store image, demographics and merchandising plan.
       
Element: Implement sales presentations.
  • Ensure sufficient numbers of adequately briefed support staff, where required, for presentation.
  • Apply communication skills to effectively create interest, focus attention, and encourage customer interaction with individuals or groups.
  • Demonstrate products or services to create a buying environment.
  • Measure results of sales presentation according to predetermined criteria, review overall performance and results, and apply information to enhance future sales presentations, according to store sales policy.
       
Element: Maintain and use a customer database.
  • Maintain customer confidentiality as required by store policy and legislative requirements.
  • Develop and maintain accurate customer records and store securely according to store policy and procedures.
  • Identify and follow up regular customers according to store marketing policy.
  • Use customer records to advise customers on products and services of possible interest.
  • Implement customer loyalty schemes where required according to store promotional activities.
       
Element: Deal with difficult customers.
  • Acknowledge customer complaints and problems and reassuringly support difficult customers to produce positive outcome.
  • Use questioning and active listening to encourage customer to verbalise issue and minimise customer frustration.
  • Develop customer’s confidence in the candidate and product or service to promote long-term trust and commitment to store.
  • Establish mutually acceptable resolution of complaint.
       


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:

applies:

detailed knowledge of manufacturer and supplier supply, backup service and warranty information to enhance customer support

industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services

store policies and procedures in regard to selling products and services, dealing with customers, planning and implementing sales presentations, and providing after-sales support

develops customer commitment to store and builds return customer base by establishing rapport and relationship with customer, maintaining professional ethics, and discerning customer buying motives, requirements and preferences

establishes, records and maintains customer records and details, maintaining customer confidentiality, ensuring secure storage of data, and using customer records to maximise customer interest and create a buying atmosphere

evaluates personal or team sales performance to maximise future sales

maximises sales opportunities by using effective selling techniques, applying detailed product knowledge, and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales

plans, prepares and conducts sales presentations and briefs

supports staff where required, to create a buying environment and maximise sales performance

resolves customer complaints by acknowledging problems and supporting customer to produce positive outcomes and obtain mutually acceptable complaint resolution

uses effective questioning, listening and observation skills to determine customer requirements.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant sources of product information

relevant documentation, such as:

policy and procedures manuals

industry codes of practice and relevant legislation

WHS legislation and codes of practice

a range of customers with different requirements

an appropriate range of products and equipment

a customer database system.

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 the candidate in the workplace

customer feedback

written or verbal questioning to assess knowledge and understanding

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 resolve conflict

literacy and numeracy skills to:

access and read relevant product information

calculate prices and discounts

read store policies and procedures

record client and sales information

sales skills to apply selling techniques, including:

add-ons and complementary sales

identifying buying signals

opening and closing techniques

overcoming customer objections

presenting product information

promoting enhanced sustainability features of selected products and services

using strategies to focus customer on specific merchandise

Required knowledge

customer types and needs, including:

customer buying motives, customer behaviour and cues

functional and psychological needs

individual and cultural differences, demographics, lifestyle and income

work health and safety (WHS) requirements relating to:

manual handling

plant and equipment

hazardous substances and dangerous goods

workers compensation

relevant industry codes of practice, legislation and statutory requirements relating to building relationships with clients

store policies and procedures in regard to:

efficient use of resources

establishing, maintaining and using customer records

methods of maintaining customer confidentiality and secure storage of customer details

price negotiation and payment and credit options

pricing, including GST requirements

resolving customer complaints

updating and maintaining customer mailing lists

store and area merchandise and service range

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.

Customersmay include:

a single customer, couples, families or groups

customers with routine or special requests

internal and external contacts

new or repeat contacts

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities.

Clarification of customer requirements may be achieved by:

active listening

appropriate questioning

empathy

observation

reassurance and confirmation.

Outcomesmay include:

credibility of store

customer commitment

customers’ trust

increased return customer base.

Maintaining professional ethics with the customer may include:

confirmed appraisals of products and services

honesty

positive statements.

Customer needs and preferences may include:

brand

customer physical needs

price

product characteristics

product type

size.

Sales techniques will include:

add-on and complementary products and services

selling up or down

suggestive selling

variety of methods of closing sales.

Legislative requirements may include:

environmental protection legislation

health and welfare law specific to local government, state and federal legislation

liquor laws

WHS

pricing procedures, including GST requirements

privacy laws

sale of second-hand goods

tobacco laws

Australian Consumer Law and fair trading Acts

transport, storage and handling of goods.

Store policy and procedures in regard to:

dealing with difficult customers

maintaining and using client records

promotional, marketing, discounting and reward programs

resolving customer complaints

selling products and services.

Backup service may include:

delivery specifications

financial products and services

installation

returns policies

technical support

warranties and guarantees.

Customer database may be:

computer-based

manual.

Product characteristicsmay include:

features and benefits

price range

supplier or manufacturer information

target group.

Promotional materials may include:

brochures

business cards

pamphlets

posters

promotional merchandise

vouchers.

Sales presentations may be:

at client site

in-house

verbal

visual.

Customer records may include:

anniversaries and special dates

details of items bought or returned

name and contact details

personal preferences

transaction records.

Customer loyalty schemes may include:

credit or discount facilities

customer clubs

customer reward schemes

special offers.

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
Establish rapport with customers and express genuine interest to clarify customer requirements and enhance outcomes. 
Maintain professional ethics with the customer to promote store image and credibility. 
Identify customer needs and preferences to maximise sales opportunities. 
Maximise sales opportunities by use of add-on and complementary sales techniques. 
Give customer space and time to evaluate purchase decision, while using time to maximum advantage for customer and store. 
Use effective methods to close sales. 
Provide customer with accurate information regarding product and service appraisals, correct statements and warranties according to legislative requirements. 
Provide detailed knowledge of supplier or manufacturer information according to customer needs and commercial confidentiality guidelines. 
Provide evaluation of product range, demonstrate features and benefits of products or services where appropriate, and make recommendations to the customer to maximise sales potential. 
Maximise customer interest in product or service through price negotiation where applicable and offer payment and credit options according to store policy. 
Calculate prices and discounts according to pricing determinants and store policy. 
Provide evidence of ongoing support as sale is concluded. 
Explain back-up service and reassure customer according to legislative requirements and store policy. 
Provide customer with store or salesperson’s contact details to ensure customer follow-up according to store policy. 
Enter customer and transaction details into customer database according to store policy. 
Plan presentation to complement product characteristics. 
Select client group according to product characteristics and store merchandising policy. 
Access promotional materials where required and distribute to client group. 
Select and prepare a range of products or services for presentation to reflect store image, demographics and merchandising plan. 
Ensure sufficient numbers of adequately briefed support staff, where required, for presentation. 
Apply communication skills to effectively create interest, focus attention, and encourage customer interaction with individuals or groups. 
Demonstrate products or services to create a buying environment. 
Measure results of sales presentation according to predetermined criteria, review overall performance and results, and apply information to enhance future sales presentations, according to store sales policy. 
Maintain customer confidentiality as required by store policy and legislative requirements. 
Develop and maintain accurate customer records and store securely according to store policy and procedures. 
Identify and follow up regular customers according to store marketing policy. 
Use customer records to advise customers on products and services of possible interest. 
Implement customer loyalty schemes where required according to store promotional activities. 
Acknowledge customer complaints and problems and reassuringly support difficult customers to produce positive outcome. 
Use questioning and active listening to encourage customer to verbalise issue and minimise customer frustration. 
Develop customer’s confidence in the candidate and product or service to promote long-term trust and commitment to store. 
Establish mutually acceptable resolution of complaint. 

Forms

Assessment Cover Sheet

SIRXSLS303 - Build relationships with customers
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

SIRXSLS303 - Build relationships with customers

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: