NTISthis.com

Evidence Guide: BSBCCO304C - Provide sales solutions to customers

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

 

BSBCCO304C - Provide sales solutions to customers

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

Identify customer needs

  1. Question customers in detail and listen actively to determine product and service requirements
  2. Verify and agree customer needs with the customer
  3. Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to the closing of the sale and customer understanding and decision making
  4. Identify customer’s financial limitations
  5. Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer
Question customers in detail and listen actively to determine product and service requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Verify and agree customer needs with the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to the closing of the sale and customer understanding and decision making

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer’s financial limitations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer needs

  1. Prepare, present and discuss estimates and quotes with customer, as the role permits
  2. Explain fully benefits of the various options and pricing structures to the customer
  3. Give customer the opportunity to question options and quotes provided
  4. Promote advantages of dealing with the organisation
  5. Manage customer objections effectively by promoting specific benefits
Prepare, present and discuss estimates and quotes with customer, as the role permits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain fully benefits of the various options and pricing structures to the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give customer the opportunity to question options and quotes provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote advantages of dealing with the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage customer objections effectively by promoting specific benefits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close sales

  1. Agree on product or service to be purchased with the customer
  2. Establish customer’s preferred purchase and payment arrangements
  3. Finalise documentation relating to sale and forward to customer for agreement and signature
  4. Negotiate and arrange payment method with customer
  5. Conduct appropriate credit checks
  6. Clearly record delivery/installation arrangements as agreed with customer
  7. Comply with relevant legislation, codes, regulations and standards during the contact and sale
Agree on product or service to be purchased with the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish customer’s preferred purchase and payment arrangements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise documentation relating to sale and forward to customer for agreement and signature

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate and arrange payment method with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct appropriate credit checks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clearly record delivery/installation arrangements as agreed with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Comply with relevant legislation, codes, regulations and standards during the contact and sale

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Input sales records

  1. Fully record details of sale
  2. Amend existing customer records where appropriate
  3. Initiate invoices according to organisational policy
  4. Organise delivery/installation according to organisational policy
Fully record details of sale

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Amend existing customer records where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate invoices according to organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise delivery/installation according to organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide sales support where required

  1. Verify customer satisfaction after delivery/installation
  2. Identify additional action to satisfy customer needs
  3. Initiate action in an efficient and timely manner
Verify customer satisfaction after delivery/installation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify additional action to satisfy customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate action in an efficient and timely manner

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 ability to:

match product or service to customer need

clearly explain prices relating to product or service offered

apply appropriate credit checks

arrange customer payments

reach agreement with customers as to payment and delivery arrangements

record sales, payments and delivery arrangements.

Context of and specific resources for assessment

Assessment must ensure access to:

relevant standards, guidelines and legislation

workplace information and data

relevant resources

work environment or simulated customer contact centre to observe interaction with customers.

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 onthejob performance by the candidate

direct observation of interaction with customers

review of record of sale and customer satisfaction

review of agreed payment methods and credit checks

oral and/or written questioning to assess knowledge of security and operational systems and organisational requirements.

Guidance information for assessment

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

BSBCCO301B Use multiple information systems

BSBCUS301B Deliver and monitor a service to customers.

Required Skills and Knowledge

Required skills

communication skills to communicate with internal and external customers

customer service and sales skills to operate within sales environment

literacy skills to clearly articulate information and advice

negotiation skills to work with difficult contacts or situations

numeracy skills to accurately analyse and validate data

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to apply a range of problemsolving strategies

selfmanagement skills to:

comply with policies and procedures

evaluate and monitor own performance

have confidence in own ideas

seek learning and development opportunities

work in a team environment.

Required knowledge

estimate and quote procedures

marketing and sales principles and practices

organisational pricing policies

organisational protocols associated with customer service and sales

statutory, regulatory and legislative requirements relating to providing sales solutions to customers.

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.

Product and service requirementsmay include:

different products or services that meet customer needs, which may include:

pricing differentials

product models

product or service mixes

product or service types.

Technical and specialist advicemay include:

discussion with:

product or service specialists

product or service providers

marketing staff

escalation of contact to:

product or service specialists

product or service providers

marketing staff.

Salemay include:

amendments to previous sale arrangements

product or service

purchase provision

variation to existing product or service

upgrade of current product or service.

Purchase and payment arrangementsmay include:

cash

cheque

credit card

direct debit

money order

payment on delivery.

Credit checksmay be:

automated

undertaken by sales person or by specialist staff within the organisation.

Relevant legislation, codes, regulations and standardsmay include:

Consumer Credit Code

equal employment opportunity and anti-discrimination legislation

Privacy Act

Telecommunications Act

Trade Practices Act/Competition and Consumer Act