Application
This unit applies in customer contact environments with a focus on sales, using varying levels of technology.
This work is undertaken with some supervision and guidance.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Prepare for telemarketing campaign | 1.1 Study and clarify campaign details with team members, and prepare contact guides for telemarketing campaign 1.2 Learn the features of the product or service to be marketed 1.3 Discuss operational boundaries and targets with relevant personnel 1.4 Develop proficiency in the use of relevant technology 1.5 Develop strategies to achieve sales targets 1.6 Identify and develop a clear understanding of fulfilment processes 1.7 Ensure campaign and contact guides meet relevant legislation, codes, regulations and standards |
2. Conduct planned telemarketing activity | 2.1 Make customer contact in the most efficient manner possible 2.2 Conduct contact according to contact guide, and enterprise policies and procedures 2.3 Answer customer queries with professional responses, using active listening techniques 2.4 Explain features and benefits of products or services to customers, where appropriate 2.5 Improvise on contact guide content to suit customer needs 2.6 Identify positive sales responses from customers and develop them into sales opportunities 2.7 Close sales efficiently 2.8 Escalate customer queries that cannot be satisfied, according to enterprise policy |
3. Manage negative customer responses | 3.1 Counter negative customer responses to the product, service or organisation with positive features and benefits 3.2 Respond politely to personal or irrelevant negative customer responses 3.3 Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer contact accordingly 3.4 Escalate negative customer responses appropriately 3.5 Develop strategies to recover from negative customer responses and remain positive for next contacts |
4. Complete sales | 4.1 Record details of sale according to procedures 4.2 Discuss and agree payment arrangements with customer and action according to organisational policy 4.3 Advise customer of payment procedures 4.4 Record and verify credit card details with customer where appropriate and according to organisational protocols 4.5 Discuss and agree delivery arrangements with customer and record and action, where applicable 4.6 Activate the fulfilment processes necessary to complete the sale 4.7 Apply privacy requirements during the transaction |
5. Record campaign results | 5.1 Collate and present contact records according to organisational policy 5.2 Record and report difficulties not escalated 5.3 Analyse performance against agreed targets to identify future improvements 5.4 Amend errors and omissions in databases |
Required Skills
Required skills
customer service skills to deliver professional customer service and sales support
interpersonal skills to establish rapport and build relationships with customers
literacy skills to communicate and articulate information and advice effectively
numeracy skills to analyse, calculate and validate data
problem-solving skills to undertake credit risk evaluations that meet organisational credit policy requirements
sales skills to maximise every contact and sales result
self
conduct activity in a positive and result-focused manner
comply with policies and procedures
manage stress
remain calm when under pressure
seek learning and development opportunities
work in a team environment.
Required knowledge
legislative and regulatory codes and requirements relating to conducting a telemarketing campaign
marketing principles and practice
operational environment:
customer base
company products and services
organisational policies and protocols associated with customer service and sales
sales techniques
fulfilment processes
technology and systems employed.
Evidence Required
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.
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the ability to: meet agreed contact and sales ratios achieve sales targets apply pre manage negative customer contact without disrupting operations record sales, payments and delivery arrangements successfully handle difficulties incurred during campaign demonstrate knowledge of legislative and regulatory codes and requirements. |
Context of and specific resources for assessment | Assessment must ensure access to: workplace information and data, including call/contact guides performance management, sales performance and quality assurance documentation and records relevant legislation, regulatory requirements, organisational standards and guidelines. |
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: direct questioning combined with review of portfolios of evidence and third-party workplace reports of on review of performance and sales results direct observation during sales process, including negative customer contacts oral and/or written questioning to assess knowledge of sales techniques, and legislative and regulatory requirements review of quality assurance records audit of customer and sales records. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO304C Provide sales solutions to customers BSBCUS301B Deliver and monitor a service to customers. |
Range Statement
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 candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Contact guides | contact-closing techniques contact flow escalating policy features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements. |
Telemarketing campaigns | customer retention activities, such as re fundraising product sales service sales up selling and cross selling. |
Product or services | goods ideas infrastructure private and public sets of benefits. |
Operational boundaries | discretion to deviate from the call/contact guide guidelines and parameters within which the telemarketer can operate limits of contact with the customer mandatory and voluntary requirements relevant regulatory, legislative and organisational requirements. |
Technology | information systems sales tracking technology telecommunications systems. |
Sales targets | call volumes conversion rates sales made retention rates. |
Relevant legislation, codes, regulations and standards | Consumer Credit Code Do Not Call Register equal employment opportunity and anti freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act |
Negative customer responses | criticising the product or organisation crude or offensive language declining further contact personal insults or threats. |
Payment arrangements | cash cheque credit card EFTPOS money order payment on delivery. |
Credit card details | cardholder details card number card expiry date. |
Databases | business directories organisational records sales records telephone directories. |
Sectors
Stakeholder relations – contact centre operations
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.