Application
This unit involves the coordination, promotion, delivery and review of learning processes that assist sales staff to achieve the service and product performance requirements established by a wholesale business. | |
Prerequisites
Nil | |
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Coach sales team members. | 1.1 | Coach sales team representatives on the special characteristics of their territory. |
1.2 | Coach sales team representatives on developing effective time management and business visit procedures. | ||
1.3 | Ensure all individuals in the sales team can identify and describe key competitors in territory and businesses. | ||
1.4 | Ensure all individuals in the sales team can identify and communicate problems with wholesale ordering, distribution and delivery that may affect sales and service. | ||
1.5 | Ensure all individuals in the sales team apply effective OHS practices and procedures. | ||
2 | Promote sales team product sales and positioning techniques. | 2.1 | Coach representatives in sales and service techniques. |
2.2 | Coach representatives in promotional strategies and sell-in techniques. | ||
2.3 | Ensure representatives receive one-to-one support to promote sales and service techniques. | ||
2.4 | Ensure sales team members practise effective sales and service maximisation strategies. | ||
2.5 | Establish information networks to promote access by sales team members to historical data and forecasts. | ||
3 | Coordinate the implementation of training activities for the sales team. | 3.1 | Examine training materials and training modules to ensure relevance to company service and sales requirements. |
3.2 | Check training content and method of delivery to ensure relevance to competency requirements. | ||
3.3 | Undertake assessment to map competency and performance improvement. | ||
3.4 | Ensure specified job-competency gaps are closed by staff training. | ||
3.5 | Identify competencies required to address specific career and development needs for sales team members. | ||
3.6 | Ensure training and information sessions are presented in a timely manner. | ||
4 | Review team and individual level training activities. | 4.1 | Provide learning opportunities based on considered assessment of existing individual and team competencies to close specific performance gaps. |
4.2 | Ensure on-the-job sales and service training activities are performed in accordance with company policy and procedures. | ||
4.3 | Review effectiveness of training plans and activities. |
Required Skills
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit: interpersonal communication skills to: coach sales team present training and information sessions and provide feedback through clear and direct communication ask questions to identify and confirm requirements share information give instructions use language and concepts appropriate to cultural differences use and interpret non-verbal communication literacy and numerical skills in regard to: researching, analysing and interpreting a broad range of written material preparing reports completing assessments documenting results interpreting and maintaining data leadership skills to: plan and organise training and task completion for self and team set and monitor training outcomes using sales techniques planning and reviewing learning to address specific performance gaps. |
The following knowledge must be assessed as part of this unit: business policies and procedures in regard to: sales and service delivery interaction with customers performance appraisal employee relations staff development business merchandise and service range relevant legislation and statutory requirements relevant industry codes of practice principles and techniques in interpersonal communication leadership styles individual approaches to sales principles and techniques in teaching and learning, including: giving feedback coaching assessment and performance analysis group versus individual sessions relevant needs analysis techniques and tools facilitating learning and training skills and knowledge principles of adult learning and required knowledge applied in training delivery Training Packages, competency-based approaches, training reforms and existing training materials conformance with national recognition requirements planning a training session, including: resource requirements assessment tools and strategy timing and venue required approvals (e.g. from management, trainer, assessor or trainee) currency of competencies and assessment tools OHS aspects of job relevant industrial, legal and legislation relationships and requirements. |
Evidence Required
The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package. | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: accurately identifies and confirms sales and related training needs prioritises training needs based on strategic and individual needs maintains concise documentation on consultations with appropriate personnel throughout the program development phase plans training sessions to meet specific performance gaps in individual and team competencies |
tailors delivery of training sessions to meet individual and group learning styles evaluates training performance to maximise targeted sales and related performance improvements. | |
Context of and specific resources for assessment | Assessment must ensure access to: a sales workplace environment relevant documentation, such as: policy and procedures manuals sales and service delivery targets and plans records of sales and service legislation and statutory requirements industry codes of practice a sales team. |
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 the candidate in the workplace third-party reports from a supervisor review of portfolios of evidence written or verbal questioning to assess knowledge and understanding. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Assessing employability skills | Employability Skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. 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. |
Range Statement
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 in the performance criteria is detailed below. | |
Sales team representatives may include: | full-time, part-time, casual or contract staff people from a range of social, cultural and ethnic backgrounds people with varying degrees of language and literacy levels. |
Problems with ordering, distribution and delivery may involve: | quality quantity coverage or content time schedules cost. |
Sales and service techniques may include: | gaining a customer closing a sale associated sales techniques, including trade-up, trade-in, tie-ins, cut-ins, range-ins negotiation skills over-the-phone empathy creation securing payment dealing with difficult customers. |
Sales and service maximisation strategies may include: | sales techniques territory management rapport building product knowledge administration procedures and requirements time management negotiation skills. |
Training materials may include: | Training Package Support Materials workbooks workshop guides background reading materials and documents handouts industry and enterprise competency standards supportive policies and legislation. |
Training modules may be based on: | industry Training Packages enterprise Training Packages national, state and local curriculum enterprise-based curriculum international standards international programs. |
Company service and sales requirements may relate to: | market share positioning with local businesses price quality volume of sales presentation or merchandising of products or services customer retention shift in sales demographics. |
Method of delivery for training may include: | face to face distance lock step, partly self-paced or all self-paced trainer-centred or participant-centred real time or time independent place dependent or place independent interactive, for example: audio or video conferencing computer assisted discussion. |
Job-competency gaps may be identified via: | industry and enterprise competency standards licensing requirements job descriptions discussions with client group observations of staff enterprise skills audit reports industry skills audit reports standard operating procedures benchmarking reports industry publications and reports government reports market needs analysis reports. |
Training and information sessions may be conducted: | on the job in a simulated setting in a training organisation in a combination of locations to suit the units of competency being learned or assessed in a single-site or multi-site operation in a simulated work environment. |
Company policy and procedures in relation to: | sale of products and services performance appraisal employee relations staff development. |
Sectors
Sector | Cross-Sector |
Competency Field
Sales | |
Employability Skills
The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. | |
Licensing Information
Not applicable.