ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Prepare for telemarketing campaign

1.1 Study and clarify campaign details with team members, and prepare engagement guides for telemarketing campaign

1.2 Learn features of product or service to be marketed

1.3 Discuss operational boundaries and targets with relevant personnel

1.4 Develop proficiency using 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 engagement guides meet relevant legislation, codes, regulations and standards

2 Conduct planned telemarketing activity

2.1 Make customer engagement in most efficient manner possible

2.2 Conduct engagement according to engagement guide, and enterprise policies and procedures

2.3 Answer customer queries with professional responses, using active listening

2.4 Explain features and benefits of products or services to customers, where appropriate

2.5 Improvise on engagement 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 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 engagement accordingly

3.4 Escalate negative customer responses appropriately

3.5 Develop strategies to recover from negative customer responses and remain positive for next engagement

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 fulfilment processes necessary to complete sale

4.7 Apply privacy requirements during transactions

5 Record campaign results

5.1 Collate and present engagement 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

Skill

Performance

Criteria

Description

Reading

1.1, 1.2, 1.6, 1.7

Recognises and interprets information from relevant sources to determine product features, regulatory standards and organisational requirements

Writing

1.1, 1.7, 2.8, 4.1, 4.4, 4.5, 5.2, 5.4

Develops instructions using appropriate register and vocabulary for use by telemarketers

Records details related to customer interaction and outcomes using concise expression and industry terminology

Records and amends sales data, identifies problems and specifies further action as required

Oral Communication

1.1, 1.3, 2.1-2.4, 2.6, 2.7, 3.1, 3.2, 4.2-4.5

Articulates clearly using specific and relevant language suitable to audience to convey requirements, and uses listening and questioning to confirm understanding

Numeracy

1.1, 1.3, 4.2

Interprets numerical information and applies basic mathematical calculations to analyse and validate data

Navigate the world of work

1.7, 2.2, 2.8, 4.2, 4.4, 4.7

5.1,

Takes personal responsibility for adherence to legal/regulatory requirements, codes and standards, and organisational policies and procedures in planning and performing work role

Interact with others

1.1, 1.3, 2.1-2.8, 3.1-3.5

Cooperates with others as part of shared work responsibilities and participates in discussions with team and supervisors to reach understanding and agreement

Pays attention to needs and responses of customers, making adjustments to language, vocabulary, tone and style to achieve successful transactions or termination of negative interactions as required

Cooperates with others when escalating customer queries and responses

Identifies how to use interpersonal skills to maintain a positive attitude after negative experiences in work context

Get the work done

1.1-1.5, 1.7, 2.1-2.8, 3.4, 3.5, 4.6, 4.7, 5.3, 5.4

Plans and implements tasks required for a telemarketing campaign, taking some limited responsibility for decisions regarding sales techniques and customer management to meet defined targets

Analyses and reviews performance results and identifies improvement opportunities

Understands purposes, specific functions and key features of common digital systems and tools and operates them effectively to complete routine tasks, adapting some functions to improve personal efficiency