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Evidence Guide: AURS241303A - Apply sales procedures

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AURS241303A - Apply sales procedures

What evidence can you provide to prove your understanding of each of the following citeria?

Demonstrate product knowledge

  1. Knowledge of use and application of products and services is demonstrated
  2. Experienced sales staff or product information guide are consulted to increase product knowledge
Knowledge of use and application of products and services is demonstrated

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Experienced sales staff or product information guide are consulted to increase product knowledge

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Approach customer

  1. Timing of customer approach is determined and applied
  2. Effective sales approach is identified and applied
  3. Positive impression is conveyed to arouse customer interest
  4. Knowledge of customer buying behaviour is demonstrated
  5. Customer is focused on specific merchandise
Timing of customer approach is determined and applied

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective sales approach is identified and applied

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Positive impression is conveyed to arouse customer interest

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Knowledge of customer buying behaviour is demonstrated

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is focused on specific merchandise

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer response

  1. Questioning techniques are applied to determine customer buying motives
  2. Listening skills are used to determine customer requirements
  3. Non-verbal communication cues are interpreted and clarified
  4. Customers are identified by name where possible
Questioning techniques are applied to determine customer buying motives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Listening skills are used to determine customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Non-verbal communication cues are interpreted and clarified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are identified by name where possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply product knowledge

  1. Customer needs are matched to products and services
  2. Knowledge of product features and benefits are communicated clearly to customers
  3. Product use and safety requirements are described to customers
  4. Customers are referred to product specialist
  5. Routine customer questions about merchandise, e.g. price, price reductions, quality and usage, are answered accurately and honestly or referred to more experienced sales staff
Customer needs are matched to products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Knowledge of product features and benefits are communicated clearly to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Product use and safety requirements are described to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are referred to product specialist

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Routine customer questions about merchandise, e.g. price, price reductions, quality and usage, are answered accurately and honestly or referred to more experienced sales staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather information

  1. Customer objections are identified and accepted
  2. Objections are categorised into price, time and merchandise characteristics
  3. Solutions are offered according to store policy
  4. Problem solving is applied to overcome customer objections
Customer objections are identified and accepted

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Objections are categorised into price, time and merchandise characteristics

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Solutions are offered according to store policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Problem solving is applied to overcome customer objections

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close sale

  1. Customer buying signals are monitored, identified and responded to
  2. Customer is encouraged to make purchase decision
  3. Method of closing sale is selected and applied
  4. Legislative and legal sales requirements/procedures are followed
Customer buying signals are monitored, identified and responded to

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is encouraged to make purchase decision

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Method of closing sale is selected and applied

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Legislative and legal sales requirements/procedures are followed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maximise sales opportunities

  1. Opportunities for making additional sales are recognised and applied
  2. Customer is advised of complementary products or services according to identified needs
  3. Personal sales outcomes are reviewed to maximise future sales
Opportunities for making additional sales are recognised and applied

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is advised of complementary products or services according to identified needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal sales outcomes are reviewed to maximise future sales

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:

selling enterprise product and services to customers

interpreting and communicating information

the ability to communicate with customers

sales skills

communicating effectively with others involved in or affected by the work

Context of, and specific resources for assessment

Underpinning knowledge and skills may be assessed on or off the job

The following are required:

a workplace or simulated workplace

persons including customers and sales staff

access to products

documentation, store policy and procedures manuals, OHS, legislative and statutory requirements and industry codes of practice

a qualified workplace assessor.

Method of assessment

Assessment of practical skills must take place only after a period of supervised practice and repetitive experience. If workplace conditions are not available assessment, in simulated workplace conditions is acceptable

Prescribed outcome must be able to be achieved without direct supervision

Practical assessments:

access, interpret and apply technical information

apply sales techniques and product knowledge

convey information both orally and in writing

access, interpret and apply sales information

sell products

Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role.

Guidance information for assessment

Required Skills and Knowledge

Required skills

collect, organise and understand information related to questioning customers to gain information on need

communicate ideas and information to the operation of product and safety requirements

plan and organise activities for the development of a sales approach

work with others and in a team by consulting with experienced staff to develop product knowledge and sales techniques

use mathematical ideas and techniques for accurate processing and recording of sale and payment method

establish diagnostic processes which develop solutions to customer objections

use workplace technology related to the use of business technology in processing sale

Required knowledge

technical information

equipment safety requirements

personal safety requirements

specific selling skills/sales techniques

sales/consumer legislation/legal requirements

vehicle/component details

automotive industry product knowledge

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

Methods

Methods include:

face-to-face selling, telephone/electronic selling and product enquiries

verbal, written and practical demonstrations

Other variables may include:

regular and new customers

sales may be face-to-face or telephone/electronic

Occupational health and safety (OHS) requirements

OHS requirements may include:

state/territory/industry OHS requirements

Work is carried out in accordance with award provisions

Resources

Resources may include:

product and services

customers

product and services

customers

videos, selling manuals, brochures, pamphlets, audio tapes

company/industry guidelines

Information/documents

Sources of information/documents may include:

manufacturer/component supplier specifications

enterprise operating procedures

product manufacturer/component supplier specifications

customer requirements

industry/workplace codes of practice