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
What evidence can you provide to prove your understanding of each of the following citeria?
Prepare for telemarketing campaign
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Study and clarify campaign details with team members, and prepare engagement guides for telemarketing campaign Completed |
Evidence:
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Learn features of product or service to be marketed Completed |
Evidence:
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Discuss operational boundaries and targets with relevant personnel Completed |
Evidence:
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Develop proficiency using relevant technology Completed |
Evidence:
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Develop strategies to achieve sales targets Completed |
Evidence:
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Identify and develop a clear understanding of fulfilment processes Completed |
Evidence:
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Ensure campaign and engagement guides meet relevant legislation, codes, regulations and standards Completed |
Evidence:
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Conduct planned telemarketing activity
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Make customer engagement in most efficient manner possible Completed |
Evidence:
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Conduct engagement according to engagement guide, and enterprise policies and procedures Completed |
Evidence:
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Answer customer queries with professional responses, using active listening Completed |
Evidence:
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Explain features and benefits of products or services to customers, where appropriate Completed |
Evidence:
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Improvise on engagement guide content to suit customer needs Completed |
Evidence:
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Identify positive sales responses from customers and develop them into sales opportunities Completed |
Evidence:
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Close sales efficiently Completed |
Evidence:
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Escalate customer queries that cannot be satisfied, according to enterprise policy Completed |
Evidence:
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Manage negative customer responses
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Counter negative customer responses to product, service or organisation with positive features and benefits Completed |
Evidence:
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Respond politely to personal or irrelevant negative customer responses Completed |
Evidence:
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Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly Completed |
Evidence:
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Escalate negative customer responses appropriately Completed |
Evidence:
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Develop strategies to recover from negative customer responses and remain positive for next engagement Completed |
Evidence:
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Complete sales
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Record details of sale according to procedures Completed |
Evidence:
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Discuss and agree payment arrangements with customer and action according to organisational policy Completed |
Evidence:
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Advise customer of payment procedures Completed |
Evidence:
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Record and verify credit card details with customer where appropriate and according to organisational protocols Completed |
Evidence:
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Discuss and agree delivery arrangements with customer and record and action, where applicable Completed |
Evidence:
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Activate fulfilment processes necessary to complete sale Completed |
Evidence:
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Apply privacy requirements during transactions Completed |
Evidence:
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Record campaign results
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Collate and present engagement records according to organisational policy Completed |
Evidence:
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Record and report difficulties not escalated Completed |
Evidence:
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Analyse performance against agreed targets to identify future improvements Completed |
Evidence:
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Amend errors and omissions in databases Completed |
Evidence:
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