This unit applies to funeral home and cemetery and crematorium staff and involves leading and managing staff with a high level of autonomy and responsibility.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Plan sales operations.

1.1

Identify and develop sales team objectives.

1.2

Prepare a sales plan and budget to support attainment of objectives.

1.3

Determine size and structure of sales team.

1.4

Select sales team members according to sales team objectives and workplace policies and procedures.

1.5

Provide sales team members with initial training.

2

Direct the sales team.

2.1

Monitor sales team to ensure that products and services match client needs according to workplace policies and procedures, and relevant legislation.

2.2

Implement and monitor financial transactions, sales agreements and financing arrangements according to workplace policies and procedures, and relevant legislation.

2.3

Monitor sales team to ensure sales documentation is completed according to workplace policies and procedures, and relevant legislation.

2.4

Implement strategies to support sales team members.

2.5

Identify and allocate resources to support attainment of sales according to workplace policies and procedures.

3

Evaluate effectiveness and performance of sales team.

3.1

Establish systems to evaluate sales effectiveness against sales team objectives.

3.2

Take corrective action where sub-standard performance is identified.

3.3

Adjust sales team planning to reflect evaluation outcome.

Required skills

communication skills, including clear and direct communication and active questioning, listening and negotiation, to liaise with sales team members and provide staff training

literacy and numeracy skills to prepare sales plans and budgets and monitor completion of sales documentation

problem-solving skills to allocate resources, establish evaluation systems and take corrective action to address sub-standard team performance

planning and organisational skills to identify clear objectives and monitor sales team performance

teamwork skills to support sales team members.

Required knowledge

products and services, including features and price

sales techniques

customer service techniques

procedures for using office equipment and technology

recruitment, selection, induction and training strategies

human resource policy and practices

in-depth knowledge of relevant federal, state or territory, and local government legislation and regulations relating to consumer protection, privacy and the sale of funeral services

workplace policies and procedures in relation to sales services.

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

establishment of the sales objectives, plans and budgets relevant to the nature of the sales operation and consistent with marketing and sales strategies

selection, recruitment and training of a sales team according to sales objectives, budget and plan

project or work activities conducted over a period of time to ensure consistency of performance, to allow the candidate to play an ongoing sales team-leading role and respond to and evaluate different situations.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills in an environment where staff training and performance monitoring can take place

access to relevant documentation, such as sales plans and budgets

interaction with team members.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of candidate identifying sales objectives and preparing plans and budgets relevant to sales operation; selecting, recruiting and training a sales team; and evaluating team performance

written or verbal questioning to assess knowledge and understanding of relevant policies and procedures with regard to leading a sales team

review of workplace documents completed by candidate

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

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

SIFMPR004A Develop marketing strategies and activities.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

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.

Sales team objectives may include:

marketing and sales strategies

nature of sales operation.

Workplace policies and procedures may include:

standard operating policies and procedures, such as:

human resource policies and practices

equity and diversity

recruitment, selection, induction and training

sales and customer service

standards and certification requirements

quality assurance procedures

code of behaviour.

Initial training may include:

videotapes

lectures

one-on-one instruction

role plays

audio-tapes

simulations

slides

films

case studies

videoconferencing

teleconferencing

computer software packages.

Products and services may include:

funeral arrangements

embalming arrangements

cremation arrangements

burial arrangements

coffins or caskets

coffin or casket accessories

burial plots

mausoleum crypts

headstones

grave markers

urns

nameplates.

Relevant legislation and regulations may include:

Fair Trading Act

Funerals (Pre-paid Money) Act

Consumer Credit Code

Privacy Acts

local government regulations

equal employment opportunity.

Financial transactions may include:

cash

cheque

credit card.

Sales documentation may include:

sales documents and agreements

financing arrangements.

Strategies may include:

coaching

providing feedback

recognising and rewarding sales team member performance.

Corrective action may include:

additional training

mentoring

ongoing feedback

goal-related feedback

individualised development plans.

Sector

Funeral Services

Sales

This unit contains employability skills.