Element

Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Develop effective sales techniques.

1.1.Determine importance of selling function in business-to-business processes.

1.2.Determine good work practices and sales techniques through communication with immediate supervisors and team members.

1.3.Actively seek feedback and guidance from immediate manager or team members to improve personal sales capabilities.

1.4.Confirm personal sales training and development needs with immediate manager.

1.5.Action personal sales training and development needs in an agreed timeframe.

1.6.Develop improved sales techniques relevant to the business customer and end consumer within a given territory.

2. Work with others to improve sales.

2.1.Openly discuss ideas on means to improve sales, service and performance strategies and share with team members, management and business customers.

2.2.Confirm procedures for accessing and using resources with team management.

2.3.Establish mechanisms to monitor the impact of improved sales and service strategies on personal performance targets.

3. Sell advantages of business relationship.

3.1.Identify advantages and benefits of long-term business relationships.

3.2.Develop and implement strategies to forge relationships with customers, build in-depth understanding of their needs, and develop trust and loyalty.

3.3.Promote advantages of exclusive working relationships to business customers.

3.4.Promote benefits to the end consumer of a business-to-business relationship.

3.5.Confirm features of different products and services and merchandise classifications with customers.

3.6.Explore opportunities to streamline business relationships and offer improved services to customers through efficient product delivery, effective provision of information, and timely problem resolution.

3.7.Confirm trading terms for different products and services with each customer.

Required skills

communication and interpersonal skills to:

ask questions to identify and confirm requirements

build relationships with customers

communicate product range through clear and direct communication

consult with others

seek feedback and guidance

use and interpret non-verbal communication

use language and concepts appropriate to cultural differences

initiative and enterprise skills to use a range of sales approaches and techniques

literacy and numeracy skills to:

document procedures for improving sales

establish, confirm and review trading terms

read and interpret information

planning and organising skills to plan a personal training program in collaboration with team and supervisor

self-management skills to identify own learning needs

teamwork skills to collaborate in the workplace

technology skills to use a range of business technology, including data input

Required knowledge

advantages of maintaining long-term customer relationships

alternative sales approaches across a range of situations

variety of strategies for closing sales

business policy and procedures in regard to:

allocated duties and responsibilities

customer service

selling products and services

business customer relationships and current service range

factors influencing customer decisions

lifetime value of a customer

relevant legislation, statutory requirements and codes of practice relating to the retail industry, including:

work health and safety (WHS)

consumer law

commercial law and legislation

product knowledge, including:

availability

characteristics

comparative advantages

features

price

special features, such as warranties and after sales support

strengths and weaknesses

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:

maximises sales opportunities by using effective selling techniques, applying detailed product knowledge and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales

communicates performance summary information effectively to team members and senior colleagues according to business policy and procedures

participates in personal and team sales performance evaluation to maximise future sales

actively seeks feedback from peers and supervisors to identify personal skills gaps

maintains communication with supervisors to access training and development needs in an agreed timeframe within the context of required work activities

identifies, describes and constructs the foundations required for long-term customer relationships.

Context of and specific resources for assessment

Assessment must ensure access to:

a business-to-business sales work environment

relevant sources of product information

relevant documentation, such as:

business policy and procedures manuals

industry codes of practice and relevant legislation

WHS legislation and codes of practice

a range of business customers with different requirements

an appropriate range of products or equipment.

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:

observation of performance in the workplace

customer feedback

written or verbal questioning to assess knowledge and understanding

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

Guidance information for assessment

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

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 individual, accessibility of the item, and local industry and regional contexts) may also be included.

Communication may include:

body language, including facial expressions

electronic media, such as email

reading, writing, speaking and listening

telephone

assistive technology, such as telephone typewriter (TTY)

forms of visual communication, such as sign language

languages other than English, including local community languages and Indigenous languages

using open and inclusive language.

Supervisors and team members may:

be responsible for a range of workplace functions

come from a variety of social, cultural and ethnic backgrounds

vary in competencies

vary in literacy and numeracy skills.

Feedback may be sought and given:

in groups

in writing

individually

verbally.

Training and development may include:

coaching and mentoring

conferences

formal training or education

informal learning

information seminars

job rotation

online learning.

Sales techniques may include:

closing a sale

cut-ins

gaining a customer

negotiation skills

over-the-phone empathy creation

range-ins

securing payment

tie-ins

trade-ins

trade-ups.

Business customer may include:

commercial companies

community and not-for-profit organisations

customers with routine or special requests

governments

internal business units and divisions

new or repeat contacts

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities

public agencies or organisations.

Territory may be defined by:

account customers

demographic parameters

size, type and location of stores

territory size, location and geographic spread.

Sales, service and performance strategies may vary according to:

product or service

promotional strategies in regard to:

duration

cycle

area or territory coverage

product

service focus sales

objectives

targets, such as:

price

profit

brand share

market share

sales outcomes.

Resources may include:

relevant information

training materials

workplace equipment and technology.

Advantages and benefits may include:

associated promotions

associated sales

market share

presentation or merchandising of the product

price

promotional tie-ins or co-location

quality

volume of sales.

Matters affecting trading terms may include:

continuous improvement

cost and price analysis

due diligence requirements

infrastructural and capital outlay requirements

intellectual property and technology rights

market position

organisational systems integration and compatibility

planning cycles and the time of the year

risk sharing

supply chain management

terms and conditions agreed

value for money

value management.