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. Establish coverage plan for a territory.

1.1.Ensure coverage plans meet business performance objectives and service standards.

1.2.Set territory coverage plans to ensure customer coverage in a timely and effective manner.

2. Report on business visits.

2.1.Complete business visits according to territory plan.

2.2.Establish procedures for field team to collect and report customer information and feedback.

2.3.Analyse and action customer feedback from a territory, or send to relevant territory or management personnel for action.

2.4.Prepare required documentation immediately after each business visit.

2.5.Collate documentation from business visits and keep in a secure location.

2.6.Prepare documentation and submit, according to agreed timeframe, format and level of detail.

3. Improve customer or territory coverage.

3.1.Determine needs and expectations of business customers.

3.2.Determine current satisfaction levels with service and product.

3.3.Initiate actions to improve business customer satisfaction levels.

3.4.Seize opportunities to optimise coverage of a territory and coverage for a customer.

3.5.Confirm opportunities for merchandising improvements or joint promotional activities with business customers and report to relevant supervisor.

Required skills

collecting, analysing and organising skills to:

determine customer needs

establish territory coverage plan

research information on which to base improvement of territory coverage

communication and interpersonal skills to:

negotiate with and persuade customers

sell to customers

literacy and numeracy skills to:

collect and report information and feedback

document procedures for improving sales

read and interpret information

planning and organising skills to plan personal tasks and priorities

problem-solving skills to identify needs and optimise coverage

time management skills to prepare and collate business visit documentation in a timely manner

Required knowledge

business policy and procedures for servicing customers

competitor activity

customer needs

customer satisfaction levels

merchandise and sales strategies within territory

relevant legislation and statutory requirements relating to the retail industry, including work health and safety (WHS)

range of products and services for each customer within a territory

relevant contact personnel in businesses

territory characteristics and features

types of business customers

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:

identifies and describes business performance objectives and service standards

visits and communicates effectively with business customers to capture accurate and relevant feedback for an assigned territory as frequently as required

prepares accurate and insightful reports on customer feedback and business visits, according to agreed timelines, format and level of detail

arranges joint promotional activities to enhance business customer and end consumer satisfaction levels and attain sales targets

identifies and seizes opportunities to improve territory coverage or service efficiency

completes all tasks in a satisfactory and timely manner, and in consideration of sales and service standards and objectives.

Context of and specific resources for assessment

Assessment must ensure access to:

a business-to-business sales work environment

relevant documentation, such as:

business policy and procedures

business plans and objectives

a range of business customers with different requirements

appropriate business technology.

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

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

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.

Performance objectives 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.

Territory coverage plansmay take into account:

business merchandise range

characteristics of the specific products or services

customer confidence and expectations

customer demographics

relevant business policy and procedures

relevant legislation and statutory requirements

size, type and location of business

types of products and services provided.

Customer 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.

Territory may be defined by:

account customers

demographic parameters

size, type and location of stores

territory size, location and geographic spread.

Customer information may include:

details of items bought or returned

name and contact details

needs and preferences

transaction records.

Feedback may be sought and given:

in groups

in writing

individually

verbally.

Customer feedback information may include:

competitor activities

display disputes

end consumer complaints

needs, preferences and requests

pricing

product problems

product turnover

recalls

satisfaction levels.

Documentation may relate to:

missing lines

missing tickets

shelf management.

Promotional activities may include:

advertising materials

events

gift merchandise and promotional materials

loyalty programs

manufacturer product or service campaigns

sales discounts

seasonal campaigns

special displays

staff uniforms, badges and hats.