Elements and Performance Criteria

Element

Performance Criteria

1

Respond to buying signals

1.1

Identify verbal and non-verbal buying signals

1.2

Assess verbal and non-verbal buying signals

1.3

Make a decision as to whether to respond to a buying signal by initiating close of sale

1.4

Utilise trial closes to assist the buyer to make decisions on minor points related to the product

1.5

Use trial closes strategically during different stages of the sales process

2

Negotiate the sale

2.1

Initiate a formal close to the sales process following one or more trial closes

2.2

Negotiate conditions of the agreement

2.3

Assess a range of different strategies to close the sale

2.4

Select a strategy to close the sale

2.5

Utilise supportive and confirming language to support the closure of the sales process

2.6

Describe and demonstrate options for simple sales transactions to match specified situations

2.7

Respond to the prospect's decision to purchase in an assertive manner

3

Finalise the agreement

3.1

Outline a summary of the agreement to the buyer

3.2

Confirm the buyer's decision

3.3

Ensure process and completion of the sales transaction comply with organisational requirements

3.4

Prepare and complete sales documents

3.5

Ensure advice on financing arrangements is accurate, matches the buyer's financial situation, and complies with organisational requirements

3.6

Identify and present cross selling opportunities to the buyer

3.7

Express a desire to continue the sales relationship and conduct future sales transactions

Required skills

conflict resolution skills to mange client dissatisfaction and criticism

customer service skills to determine client needs and preferences

interpersonal skills to develop rapport and build relationships with clients

literacy and numeracy skills to prepare sales documentation, process sales transactions and calculate financing arrangements.

Required knowledge

detailed product knowledge, including product:

advantages and disadvantages

features

service benefits

identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as:

anti-discrimination

ethical principles

consumer protection

contract law

privacy laws

Trade Practices Act

principles of sales closure techniques.

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:

sales situations where the candidate clearly identifies and appropriately responds to buying signals before trialling closes, negotiating sale conditions and securing the sale

knowledge of principles of sales closure techniques.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to appropriate documentation and resources normally used in the workplace.

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:

analysis of responses to case studies and scenarios

observations of interactions with prospects when securing commitment

direct questioning combined with portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

oral or written questioning to assess knowledge of verbal and non-verbal buying signals, trial closes, proposed sales solutions and ways to overcome buyer resistance

observation of strategies used to secure a sale

review of cross selling opportunities presented to the buyer

review of completed sales documents

assessment of advice provided on financing arrangements.

Guidance information for assessment

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

BSBPRO401A Develop product knowledge

BSBSLS403A Present a sales solution

BSBSLS406A Self-manage sales performance.

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.

Verbal buying signals may include:

confirmations

questions

statement of requirement by prospect

Non-verbal buying signals may include:

close examination of the product by the prospect

moving closer to where a product is to be installed

smiling and nodding

Trial closes may include:

question or paraphrase that focuses the interaction on a minor point related to sale of the product that might lead to closing the sale

Products may include:

goods

ideas

services

Formal close may include:

inducement

narrative close

request by the salesperson to the prospect to agree to purchase the product/service

offering alternative choices

summary of product benefits

Conditions may include:

client loyalty

delivery

length of contract

payment options

price