This unit is applied in any customer contact environment (either inbound or outbound) where sales are an element of the role. Sales may include up sell or cross sell activities, new sales or retention activities such as re contracting or applying loyalty programs.

Competence in this unit requires effective customer service and sales skills, and the provision of the required levels of sales support for customers. It may involve performing credit checks and using systems and technology at varying levels.

This work is undertaken with some supervision and guidance.

ELEMENT

PERFORMANCE CRITERIA

1. Identify customer needs

1.1. Question customers in detail and listen actively to determine product/service requirements

1.2. Verify and agree customer needs with the customer

1.3. Access existing customer records

1.4. Offer technical/specialist advice to customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making

1.5. Identify customer's financial limitations

1.6. Discuss estimates and quotes with specialist staff if necessary, prior to submission to customer

1.7. Prepare, present and discuss estimates/quotes with customer, as the role permits

1.8. Explain fully, benefits of the various options

1.9. Explain fully, pricing structures to the customer

1.10. Give customers the opportunity to question options/quotes provided

1.11. Promote advantages of dealing with the enterprise

1.12. Manage customer objections effectively by promotion of specific benefits

2. Close sales

2.1. Agree on product/service to be purchased with the customer

2.2. Clearly establish customer's preferred purchase/payment arrangements

2.3. Accurately finalise documentation relating to sale and forward to customer for agreement and signature

2.4. Negotiate and arrange payment method with customer

2.5. Conduct appropriate credit checks

2.6. Clearly record delivery/installation arrangements as agreed with customer

2.7. Comply with relevant legislation, codes, regulations and standards during the contact and sale

3. Input sales records

3.1. Fully record details of sale

3.2. Amend existing customer records where appropriate

3.3. Initiate invoices in accordance with enterprise policy

3.4. Organise delivery/installation in accordance with enterprise policy

4. Provide sales support where required

4.1. Verify customer satisfaction after delivery/installation

4.2. Identify additional action to satisfy customer needs

4.3. Initiate action in an efficient and timely manner

Required skills

communication skills to effectively communicate with internal and external customers

communication skills to relate to people from diverse backgrounds and people with diverse abilities

customer service and sales skills to effectively and efficiently operate within sales environment

literacy skills to clearly articulate information and advice

negotiating skills to successfully work through the sales process and difficult contacts or situations

numeracy skills to accurately analyse and validate data

organisational skills to manage own tasks within timeframes

problem-solving skills to apply a range of problem-solving strategies

self-management skills to consistently evaluate and monitor own performance and to have confidence in own ideas and vision.

Required knowledge

enterprise pricing policies

enterprise protocols associated with customer service and sales

estimate/quote procedures

marketing principles and practice

sales principles

statutory, regulatory and legislative requirements.

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 following is essential:

Clear and precise understanding of customer needs

Matching of product/service to customer need

Prices relating to product/service offered are clearly explained and understood by the customer

Application of appropriate credit check

Arrangement of customer payment

Agreement with customer as to payment and delivery arrangements

Accurate recording of sales, payment and delivery arrangements

Context of and specific resources for assessment

Assessment must ensure:

access to relevant standards, guidelines and/or legislation

access to workplace information and data

access to relevant resources

access to work environment or simulated customer contact centre to observe interaction with customers

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-the-job performance by the candidate

direct observation of interaction with customers

review record of sale and customer satisfaction

review agreed payment methods and credit checks

oral and/or written questioning to assess knowledge of systems and organisational requirements (security and operational).

Guidance information for assessment

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

BSBCCO301A Use multiple information systems

BSBCUS301A Deliver and monitor a service to customers

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.

Products/service requirements may include:

different products/services which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes

Technical/specialist advice would:

normally be provided by product/service specialist engineer/provisioning/marketing staff

Sale may include:

product/service, purchase/provision, variation to existing product/service, upgrade of current product/service, amendments to previous sale arrangements

Purchase/payment arrangements may include:

credit card, cheque, money order, cash, payment on delivery, direct debit

Credit checks may be:

automated or undertaken by sales person or by specialist staff within the enterprise

Relevant legislation, codes, regulations and standards may include:

Privacy Act

EEO and Anti Discrimination Legislation

Telecommunication Act

Trade Practices Act

Consumer Credit Code

Unit sector

Stakeholder Relations - Contact Centre Operations

This unit contains employability skills.