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

TLII4005 Mapping and Delivery Guide
Market services and products to clients

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency TLII4005 - Market services and products to clients
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to market services and products to clients. It includes recognising and acting on opportunities to promote products and services, establishing and maintaining contact with clients as well as negotiating and closing sales, in accordance with statutory retail practice and workplace procedures. Work involves discretion and judgement for self and others. It is performed under minimum supervision with general guidance on progress and outcomes.Work involves responsibility for marketing services and products to clients and for leading individuals or teams.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.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment include:

a range of relevant exercises, case studies and/or simulations

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.
Prerequisites/co-requisites
Competency Field I – Customer Service
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: Recognise opportunities to promote products and services
  • Products and services available for on-selling from the enterprise are identified
  • Technical specifications and application/s of products and services are identified
  • Applicability of products and/or services are matched to particular clients or client groups
  • Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements
  • Clients are referred to expert personnel or services as required
       
Element: Establish and maintain contact with clients
  • Communication with clients is established and maintained to develop a professional relationship
  • Clients are informed of the full range of business products
  • Follow-up contacts with clients are made on client request and in accordance with enterprise policy
       
Element: Negotiate sales
  • Potential sales opportunities are recognised and acted on
  • Enterprise professional standards and client satisfaction are maintained in negotiations with clients
       
Element: Close sales
  • Agreement documentation is completed in accordance with enterprise policy, incorporating any special requirements
  • Contact with customers is maintained until sale is completed
  • After-sales service is provided in accordance with enterprise procedures and statutory requirements
       


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

Recognise opportunities to promote products and services

1.1

Products and services available for on-selling from the enterprise are identified

1.2

Technical specifications and application/s of products and services are identified

1.3

Applicability of products and/or services are matched to particular clients or client groups

1.4

Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements

1.5

Clients are referred to expert personnel or services as required

2

Establish and maintain contact with clients

2.1

Communication with clients is established and maintained to develop a professional relationship

2.2

Clients are informed of the full range of business products

2.3

Follow-up contacts with clients are made on client request and in accordance with enterprise policy

3

Negotiate sales

3.1

Potential sales opportunities are recognised and acted on

3.2

Enterprise professional standards and client satisfaction are maintained in negotiations with clients

4

Close sales

4.1

Agreement documentation is completed in accordance with enterprise policy, incorporating any special requirements

4.2

Contact with customers is maintained until sale is completed

4.3

After-sales service is provided in accordance with enterprise procedures and statutory requirements

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying relevant legislation and workplace procedures

communicating and working effectively with others

completing relevant documentation

identifying improvements to services, resource allocation and use

modifying activities depending on operational contingencies, risk situations and environments

monitoring and prioritising work activities in terms of planned schedule

negotiating and working effectively with others

operating and adapting to differences in equipment in accordance with standard operating procedures

operating electronic communications equipment to required protocol

planning work activities, predicting consequences and identifying improvements

reading, interpreting and following relevant instructions, procedures, information and signs

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

operational marketing systems and resources

relevant regulatory requirements

relevant workplace business marketing policies and practices, including requirements for maintaining security and confidentiality

strategies to implement continuous improvement processes

typical problems that can occur and related appropriate action that can be taken

workplace protocols and procedures for marketing services and products to clients.

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

Recognise opportunities to promote products and services

1.1

Products and services available for on-selling from the enterprise are identified

1.2

Technical specifications and application/s of products and services are identified

1.3

Applicability of products and/or services are matched to particular clients or client groups

1.4

Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements

1.5

Clients are referred to expert personnel or services as required

2

Establish and maintain contact with clients

2.1

Communication with clients is established and maintained to develop a professional relationship

2.2

Clients are informed of the full range of business products

2.3

Follow-up contacts with clients are made on client request and in accordance with enterprise policy

3

Negotiate sales

3.1

Potential sales opportunities are recognised and acted on

3.2

Enterprise professional standards and client satisfaction are maintained in negotiations with clients

4

Close sales

4.1

Agreement documentation is completed in accordance with enterprise policy, incorporating any special requirements

4.2

Contact with customers is maintained until sale is completed

4.3

After-sales service is provided in accordance with enterprise procedures and statutory requirements

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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
Products and services available for on-selling from the enterprise are identified 
Technical specifications and application/s of products and services are identified 
Applicability of products and/or services are matched to particular clients or client groups 
Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements 
Clients are referred to expert personnel or services as required 
Communication with clients is established and maintained to develop a professional relationship 
Clients are informed of the full range of business products 
Follow-up contacts with clients are made on client request and in accordance with enterprise policy 
Potential sales opportunities are recognised and acted on 
Enterprise professional standards and client satisfaction are maintained in negotiations with clients 
Agreement documentation is completed in accordance with enterprise policy, incorporating any special requirements 
Contact with customers is maintained until sale is completed 
After-sales service is provided in accordance with enterprise procedures and statutory requirements 

Forms

Assessment Cover Sheet

TLII4005 - Market services and products to clients
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

TLII4005 - Market services and products to clients

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: