NTISthis.com

Evidence Guide: BSBCCO303A - Conduct a telemarketing campaign

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

 

BSBCCO303A - Conduct a telemarketing campaign

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

Prepare for telemarketing campaign

  1. Study and clarify campaign details and prepare call/contact guides for telemarketing campaign
  2. Learn the features of the product/service to be marketed
  3. Discuss operational boundaries and targets with relevant personnel
  4. Develop proficiency in the use of relevant technology
  5. Develop strategies to achieve sales targets
  6. Identify and develop a clear understanding of fulfilment processes
  7. Ensure campaign and call/contact guides meet relevant legislation, codes, regulations and standards
Study and clarify campaign details and prepare call/contact guides for telemarketing campaign

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Learn the features of the product/service to be marketed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss operational boundaries and targets with relevant personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop proficiency in the use of relevant technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop strategies to achieve sales targets

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and develop a clear understanding of fulfilment processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure campaign and call/contact guides meet relevant legislation, codes, regulations and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct telemarketing campaign

  1. Make customer contact in the most efficient manner possible
  2. Conduct contact in accordance with call/contact guide, enterprise policies and procedures
  3. Answer all customer queries with professional responses
  4. Explain features and benefits of products to customers, where appropriate
  5. Use active listening techniques to create positive customer responses
  6. Improvise on call/contact guide content to suit customer needs
  7. Identify positive sales responses from customers
  8. Develop positive customer responses into sales opportunities
  9. Close sales efficiently
  10. Escalate customer queries which cannot be satisfied, in accordance with enterprise policy
Make customer contact in the most efficient manner possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct contact in accordance with call/contact guide, enterprise policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer all customer queries with professional responses

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain features and benefits of products to customers, where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening techniques to create positive customer responses

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improvise on call/contact guide content to suit customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify positive sales responses from customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop positive customer responses into sales opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close sales efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate customer queries which cannot be satisfied, in accordance with enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage negative customer responses

  1. Counter negative customer responses to the product or organisation with positive features and benefits
  2. Respond to personal or irrelevant negative customer responses politely
  3. Identify limits of the organisation's tolerance to negatively responding customers
  4. Identify when to end a negative customer contact
  5. Identify negative customer responses which require escalation and escalate appropriately
  6. Develop strategies to recover from negative customer responses and to remain positive for next contacts
Counter negative customer responses to the product or organisation with positive features and benefits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to personal or irrelevant negative customer responses politely

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify limits of the organisation's tolerance to negatively responding customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify when to end a negative customer contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify negative customer responses which require escalation and escalate appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop strategies to recover from negative customer responses and to remain positive for next contacts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete sales

  1. Record all details of sale accurately and in accordance with procedures
  2. Discuss and agree payment arrangements with customer and action in accordance with enterprise policy
  3. Advise customers of payment procedures
  4. Record and verify credit card details with customer, where appropriate and in accordance with organisational protocols
  5. Discuss and agree delivery arrangements with the customer and record and action, where applicable
  6. Activate the fulfilment processes necessary to complete the sale
  7. Apply privacy requirements during the transaction
Record all details of sale accurately and in accordance with procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and agree payment arrangements with customer and action in accordance with enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customers of payment procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and verify credit card details with customer, where appropriate and in accordance with organisational protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and agree delivery arrangements with the customer and record and action, where applicable

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Activate the fulfilment processes necessary to complete the sale

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply privacy requirements during the transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record campaign results

  1. Collate and present contact records in accordance with enterprise policy
  2. Record and report any difficulties not escalated
  3. Analyse performance against agreed targets to identify future improvement
  4. Amend any errors in databases
Collate and present contact records in accordance with enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and report any difficulties not escalated

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse performance against agreed targets to identify future improvement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Amend any errors in databases

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

Evidence of the following is essential:

meeting of agreed call/sales ratios

achievement of sales targets

accurate application of pre-prepared call/contact guide

management of negative customer contact without disruption to operations

accurate recording of sales, payment and delivery arrangements

successful handling of difficulties incurred during campaign

knowledge of legislative and regulatory codes and requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data (including call/contact guides)

access to performance management, sales performance and quality assurance documentation and records

access to relevant legislation, regulatory requirements, organisational standards and guidelines.

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:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of performance and sales results

direct observation during sales process including negative customer contacts

oral and/or written questioning to assess knowledge of sales techniques, legislative and regulatory requirements

review of quality assurance records

audit of customer and sales records.

Guidance information for assessment

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

BSBCCO304B Provide sales solutions to customers

BSBCUS301A Deliver and monitor a service to customers

other sales units.

Required Skills and Knowledge

Required skills

credit risk evaluation skills to meet organisational credit policy requirements

customer service skills to deliver professional customer service and sales support

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

interpersonal skills to establish rapport and to build relationships with customers

literacy skills to communicate and articulate information and advice effectively

numeracy skills to accurately analyse, calculate and validate data

sales skills to maximise every contact and sales result

self-management skills to remain positive and results focused

stress and time management skills to remain calm when under pressure.

Required knowledge

enterprise protocols associated with customer service and sales

legislative and regulatory codes and requirements

marketing principles and practice

operational environment - customer base, company products and services

sales techniques

fulfilment processes

technology and systems employed.

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.

Call/contact guides may include:

call closing technique

call flow

features and benefits

greeting etiquette

pricing

product/service features

regulatory, legislative and organisational requirements

Telemarketing campaigns may include:

customer retention activities such as re-contracting, loyalty and incentive programs and offering value added services

fundraising

product sales

service sales

up sell and cross sell

Learning the features of the product/service may include:

training

Operational boundaries may include:

discretion to deviate from the call/contact guide

guidelines and parameters within which the telemarketer can operate

limits of interchange with the customer

mandatory and voluntary requirements

relevant regulatory, legislative and organisational requirements

Technology may:

be modified for use by people with a disability

include:

information systems

sales tracking technology

telecommunications systems

Sales targets may include:

call volumes

conversion rates

sales made

retention rates

Relevant legislation, codes, regulations and standards may include:

Consumer Credit Code

Do Not Call Register

equal employment opportunity and anti-discrimination legislation

Freedom of Information

industry specific codes, regulations and legislation

occupational health and safety legislation

Privacy Act

Trade Practices Act

Negative customer responses may include:

criticising the product or organisation

crude or offensive language

declining further contact

personal insults or threats

Payment arrangements may include:

cash

cheque

credit card

EFTPOS

money order

payment on delivery

Credit card details may include:

card holder details

card number

expiry date

Databases may include:

business directory

enterprise records

sales records

telephone directories