Application
This unit describes the skills and knowledge required to identify cross-selling opportunities and sell the identified products or services to customers while providing other services.
It applies to individuals who, within their level of authority, apply specialised knowledge to make judgements and recommendations based on specific information.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify opportunities for cross-selling of products and services | 1.1 Use range of communication and interpersonal skills to respond to enquiry, identify customer needs and establish relationship with customer 1.2 Identify further opportunities for providing customer with additional products or services based on understanding of customer needs, and access further information about identified products and services if required |
2. Promote sales of products and services | 2.1 Explain benefits and features of additional products or services to customer clearly and accurately 2.2 Match organisation’s products or services to assessed customer needs and offer number of options 2.3 Check compliance with relevant legislation, regulations and industry codes of practice for all options developed |
3. Refer sales or service to appropriate area | 3.1 Prepare documentation for processing when decision has been reached on sale of product or service to be provided 3.2 Inform customer of reasons why referral to other personnel is required if this needs to occur |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 2.1, 2.2, 2.3 | Analyses a range of textual information from a variety of sources to identify key details, make judgements and determine requirements |
Writing | 1.1, 1.2, 2.1, 3.1, 3.2 | Develops material to a specific audience using clear and detailed language to convey accurate information Records outcomes of communications using specific language, grammar and punctuation to correctly and effectively convey recommendations |
Oral Communication | 1.1, 1.2, 2.1, 3.2 | Participates confidently in verbal exchanges and provides technically correct information using vocabulary, tone and pace appropriate to the audience and the situation Uses active listening and questioning techniques to elicit the views and opinions of others and confirm understanding |
Numeracy | 1.2, 2.1 | Uses a limited range of mathematical calculations to perform comparisons of financial information |
Navigate the world of work | 2.3 | Applies knowledge of legal rights and responsibilities on own work context |
Interact with others | 1.1, 1.2, 2.1, 2.2, 3.2 | Identifies ways of establishing connections and building relationships with a diverse range of people Follows accepted communication practices and protocols, adjusting personal communication style in response to the values, beliefs and cultural expectations of others |
Get the work done | 1.1, 1.2, 2.1, 2.2, 2.3, 3.1 | Takes responsibility for planning and sequencing tasks to achieve required outcomes Systematically gathers and analyses all relevant information and evaluates options to address issues or make product or service recommendations Uses digital systems and tools to connect with others and to access, filter, extract, organise and present information |
Sectors
Sales and marketing