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. Source and process product and service data.

1.1.Source and report product and service data using business technology and systems.

1.2.Store, retrieve and relay data, according to business technology, information management systems and procedures.

1.3.Process product and service data, according to confidentiality, security and systems access requirements.

2. Monitor customer sales.

2.1.Monitor product mix for each customer to identify potential add-on sales.

2.2.Monitor customer sales figures to identify success of current sales and supply targets.

2.3.Enter information affecting future forecasts into the database in an accurate and timely manner.

2.4.Use new technologies to gather data from the field to expedite the sales and provide real time feedback to customers.

3. Maintain product database.

3.1.Maintain accurate and current details of products and services in product database, including deleting old items and inserting new items.

3.2.Collect and correctly process latest data.

3.3.Apply security procedures for access to database.

3.4.Build and maintain data records, according to business policy and procedures.

3.5.Collect information for reporting purposes using appropriate technology to convey product or service information.

3.6.Generate reports in line with business requirements.

4. Determine customer preferences.

4.1.Evaluate volume of products purchased by individual customers to anticipate future requirements and preferences.

4.2.Provide timely and accurate reports on information that can enhance decision making on provision of products and services to customers.

Required skills

literacy and numeracy skills to:

analyse and evaluate information

interpret sales data

produce reports

read and interpret a range of written material initiative and enterprise skills to apply security procedures for business technology and systems

planning and organising skills to collect and organise information

time management skills to generate reports in a timely manner

technology skills to use business technology and systems to:

generate reports to business requirements

input and process product and service data

maintain product databases

monitor customer preferences and sales and develop sales and supply targets

retrieve and use data appropriately

use business technology systems during security procedures

Required knowledge

business policy and procedures in regard to:

data security and privacy

evaluation of product and service performance

reporting mechanisms

supply and distribution of products or services

use and maintenance of customer and sales data

data processing requirements

factors determining customer preferences

work health and safety (WHS) with relation to use of computer equipment

range of customers, and product and services offered

storage and security of data and hardware or records systems

types of data

procedures for the use and maintenance of business technology and systems

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:

uses business technology and systems to perform accurate data processing, storage and retrieval, according to data and systems security requirements and business policy and procedures

collects and organises information to maintain accurate and current details of products and services in database

uses database to perform accurate product or service performance evaluations and report accurate information on customer preferences across a range of customers and products or services, according to business policy and procedures

interprets customer preference and product or service performance information to forecast customer preferences and requirements.

Context of and specific resources for assessment

Assessment must ensure access to:

a business-to-business sales work environment

relevant sources of product and service information

relevant documentation, such as:

policy and procedures manuals

sales reports

business plans and objectives

relevant business technology and systems.

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

third-party reports from a supervisor

review of portfolio of evidence

written or verbal questioning to assess knowledge and understanding.

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.

Product and service data may include:

evaluation documentation

financial statements

invoices and payment requests

offer and contract documents

purchase requests and orders

records of conversation

records of supplier performance

statements and petty cash vouchers

tender submissions and proposals.

Business technology and systems may include:

electronic data interchange (EDI)

information management systems

numerical keyboard equipment, including calculators

personal computers or terminals (standalone or networked)

point-of-sale terminals

portable data entry

printers

sales and distribution systems

scanners

software, including:

word processing

databases

spreadsheets

financial

inventory.

Datamay be:

annual reports

electronic and hard copy

internal or external

public

secure

statistical reports

verbal.

Customers may include:

business customers

customers with routine or special requests

internal and external contacts

new or repeat contacts

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities.

Sales and supply targets may include:

customer retention

market share

positioning with local businesses

presentation or merchandising of products or services

price

quality

shift in sales demographics

volume of sales.

New technologiesmay be used for a range of sales purposes, including:

real time:

checking stock arrival times

checking stock levels

processing orders

sales presentation

scheduling visits and service calls

web-product demonstrations.

Details recorded in product databasemay include:

dimensions and characteristics

manufacturer or supplier

packaging

seasonal variations

special events

trends

wholesale and retail prices.

Business policy and proceduresmay relate to:

data security and privacy

evaluation of product and service performance

operation and maintenance of business technology reporting mechanisms

supply and distribution of products or services

use and maintenance of customer and sales data.

Reports may be:

annual reports

electronic or hard copy

internal or external

statistical reports

verbal or written.