NTISthis.com

Evidence Guide: BSBCUE303 - 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

 

BSBCUE303 - 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 with team members, and prepare engagement guides for telemarketing campaign
  2. Learn features of product or service to be marketed
  3. Discuss operational boundaries and targets with relevant personnel
  4. Develop proficiency using relevant technology
  5. Develop strategies to achieve sales targets
  6. Identify and develop a clear understanding of fulfilment processes
  7. Ensure campaign and engagement guides meet relevant legislation, codes, regulations and standards
Study and clarify campaign details with team members, and prepare engagement guides for telemarketing campaign

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Learn features of product or service to be marketed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss operational boundaries and targets with relevant personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop proficiency using 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 engagement guides meet relevant legislation, codes, regulations and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct planned telemarketing activity

  1. Make customer engagement in most efficient manner possible
  2. Conduct engagement according to engagement guide, and enterprise policies and procedures
  3. Answer customer queries with professional responses, using active listening
  4. Explain features and benefits of products or services to customers, where appropriate
  5. Improvise on engagement guide content to suit customer needs
  6. Identify positive sales responses from customers and develop them into sales opportunities
  7. Close sales efficiently
  8. Escalate customer queries that cannot be satisfied, according to enterprise policy
Make customer engagement in most efficient manner possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct engagement according to engagement guide, and enterprise policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer customer queries with professional responses, using active listening

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain features and benefits of products or services to customers, where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improvise on engagement guide content to suit customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify positive sales responses from customers and develop them into sales opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close sales efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate customer queries that cannot be satisfied, according to enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage negative customer responses

  1. Counter negative customer responses to product, service or organisation with positive features and benefits
  2. Respond politely to personal or irrelevant negative customer responses
  3. Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly
  4. Escalate negative customer responses appropriately
  5. Develop strategies to recover from negative customer responses and remain positive for next engagement
Counter negative customer responses to product, service or organisation with positive features and benefits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond politely to personal or irrelevant negative customer responses

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate negative customer responses appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete sales

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and agree payment arrangements with customer and action according to organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customer of payment procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and verify credit card details with customer where appropriate and according to organisational protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Activate fulfilment processes necessary to complete sale

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply privacy requirements during transactions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record campaign results

  1. Collate and present engagement records according to organisational policy
  2. Record and report difficulties not escalated
  3. Analyse performance against agreed targets to identify future improvements
  4. Amend errors and omissions in databases
Collate and present engagement records according to organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and report difficulties not escalated

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse performance against agreed targets to identify future improvements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Amend errors and omissions in databases

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Prepare for telemarketing campaign

1.1 Study and clarify campaign details with team members, and prepare engagement guides for telemarketing campaign

1.2 Learn features of product or service to be marketed

1.3 Discuss operational boundaries and targets with relevant personnel

1.4 Develop proficiency using relevant technology

1.5 Develop strategies to achieve sales targets

1.6 Identify and develop a clear understanding of fulfilment processes

1.7 Ensure campaign and engagement guides meet relevant legislation, codes, regulations and standards

2 Conduct planned telemarketing activity

2.1 Make customer engagement in most efficient manner possible

2.2 Conduct engagement according to engagement guide, and enterprise policies and procedures

2.3 Answer customer queries with professional responses, using active listening

2.4 Explain features and benefits of products or services to customers, where appropriate

2.5 Improvise on engagement guide content to suit customer needs

2.6 Identify positive sales responses from customers and develop them into sales opportunities

2.7 Close sales efficiently

2.8 Escalate customer queries that cannot be satisfied, according to enterprise policy

3 Manage negative customer responses

3.1 Counter negative customer responses to product, service or organisation with positive features and benefits

3.2 Respond politely to personal or irrelevant negative customer responses

3.3 Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly

3.4 Escalate negative customer responses appropriately

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

4 Complete sales

4.1 Record details of sale according to procedures

4.2 Discuss and agree payment arrangements with customer and action according to organisational policy

4.3 Advise customer of payment procedures

4.4 Record and verify credit card details with customer where appropriate and according to organisational protocols

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

4.6 Activate fulfilment processes necessary to complete sale

4.7 Apply privacy requirements during transactions

5 Record campaign results

5.1 Collate and present engagement records according to organisational policy

5.2 Record and report difficulties not escalated

5.3 Analyse performance against agreed targets to identify future improvements

5.4 Amend errors and omissions in databases

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Prepare for telemarketing campaign

1.1 Study and clarify campaign details with team members, and prepare engagement guides for telemarketing campaign

1.2 Learn features of product or service to be marketed

1.3 Discuss operational boundaries and targets with relevant personnel

1.4 Develop proficiency using relevant technology

1.5 Develop strategies to achieve sales targets

1.6 Identify and develop a clear understanding of fulfilment processes

1.7 Ensure campaign and engagement guides meet relevant legislation, codes, regulations and standards

2 Conduct planned telemarketing activity

2.1 Make customer engagement in most efficient manner possible

2.2 Conduct engagement according to engagement guide, and enterprise policies and procedures

2.3 Answer customer queries with professional responses, using active listening

2.4 Explain features and benefits of products or services to customers, where appropriate

2.5 Improvise on engagement guide content to suit customer needs

2.6 Identify positive sales responses from customers and develop them into sales opportunities

2.7 Close sales efficiently

2.8 Escalate customer queries that cannot be satisfied, according to enterprise policy

3 Manage negative customer responses

3.1 Counter negative customer responses to product, service or organisation with positive features and benefits

3.2 Respond politely to personal or irrelevant negative customer responses

3.3 Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly

3.4 Escalate negative customer responses appropriately

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

4 Complete sales

4.1 Record details of sale according to procedures

4.2 Discuss and agree payment arrangements with customer and action according to organisational policy

4.3 Advise customer of payment procedures

4.4 Record and verify credit card details with customer where appropriate and according to organisational protocols

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

4.6 Activate fulfilment processes necessary to complete sale

4.7 Apply privacy requirements during transactions

5 Record campaign results

5.1 Collate and present engagement records according to organisational policy

5.2 Record and report difficulties not escalated

5.3 Analyse performance against agreed targets to identify future improvements

5.4 Amend errors and omissions in databases