Application
This unit describes the performance outcomes, skills and knowledge required to plan, implement, direct and evaluate the activities of customer service teams. The unit applies to funeral home and cemetery and crematorium staff who lead and manage sales teams. It involves a high level of autonomy and responsibility ensuring that all work is carried out according to work health and safety, relevant legislation and workplace policies and procedures.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Plan customer service and sales operations. | 1.1 Develop objectives for customer service teams. 1.2 Prepare sales plans to support attainment of objectives. 1.3 Determine size and structure of sales teams. 1.4 Select team members according to customer service team objectives. 1.5 Provide team members with initial training. |
2. Direct the customer service team. | 2.1 Monitor customer service team to ensure that products and services match client needs. 2.2 Monitor correct application of financial transactions, sales agreements and financing arrangements. 2.3 Monitor customer service team to ensure sales and financial agreement documentation are completed correctly. 2.4 Implement strategies to support customer service team members. 2.5 Identify and allocate resources to support attainment of sales. |
3. Evaluate effectiveness of customer service team. | 3.1 Establish systems to evaluate sales effectiveness against customer service team objectives. 3.2 Take corrective action where sub-standard performance is identified. 3.3 Adjust customer service team planning to reflect outcome of evaluations. |
Evidence of Performance
Evidence of the ability to:
establish sales objectives and plans relevant to the nature of the customer service and sales operation and consistent with marketing and sales strategies
select and train a customer service team according to sales objectives, budget and plan
evaluate and monitor team performance.
Evidence of performance of leading a customer service team to meet the sales objectives of two or more different products or service promotions is required to demonstrate consistency of performance and ability to respond to different situations.
Evidence of Knowledge
Demonstrated knowledge of:
objectives of a sales team
nature of sales operations
marketing and sales strategies
human resource principles and practices in relation to induction and training
range of methods and resources used to provide training, including:
videotapes
lectures
one-on-one instruction
role plays
audio-tapes
simulations
slides
films
case studies
videoconferencing
teleconferencing
computer software packages
strategies used to support sales team members:
coaching
providing feedback
recognising and rewarding performance
actions used for sub standard performance, including:
additional training
mentoring
ongoing feedback
goal-related feedback
individualised development plans
federal, state or territory, and local government legislation, regulations and codes of practice that impact on the sale of funeral products and services, including:
Australian Consumer Law (ACL)
Funerals (Pre-paid Money) Act
Consumer Credit Code
Privacy Acts
equal employment opportunity.
Assessment Conditions
Skills must be demonstrated in a funeral services workplace where staff training and performance monitoring can take place:
using suitable equipment and resources, including:
communication technologies and computers
documentation, including sales plans and budgets
under industry conditions where there is:
integration of tasks with possible interruptions to work typical of the job role
interaction with team members
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Sectors
Cross-Sector
Competency Field
Client Service and Sales