NTISthis.com

Evidence Guide: BSBCUE304 - 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

 

BSBCUE304 - 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 customer
  3. Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to 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 customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to 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 role permits
  2. Fully explain benefits of various options and pricing structures to customer
  3. Give customer 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 role permits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Fully explain benefits of various options and pricing structures to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give customer 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 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 engagement and sale
Agree on product or service to be purchased with 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 engagement 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

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Identify customer needs

1.1 Question customers in detail and listen actively to determine product and service requirements

1.2 Verify and agree customer needs with customer

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

1.4 Identify customer’s financial limitations

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

2 Respond to customer needs

2.1 Prepare, present and discuss estimates and quotes with customer, as role permits

2.2 Fully explain benefits of various options and pricing structures to customer

2.3 Give customer opportunity to question options and quotes provided

2.4 Promote advantages of dealing with the organisation

2.5 Manage customer objections effectively by promoting specific benefits

3 Close sales

3.1 Agree on product or service to be purchased with customer

3.2 Establish customer’s preferred purchase and payment arrangements

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

3.4 Negotiate and arrange payment method with customer

3.5 Conduct appropriate credit checks

3.6 Clearly record delivery/installation arrangements as agreed with customer

3.7 Comply with relevant legislation, codes, regulations and standards during engagement and sale

4 Input sales records

4.1 Fully record details of sale

4.2 Amend existing customer records where appropriate

4.3 Initiate invoices according to organisational policy

4.4 Organise delivery/installation according to organisational policy

5 Provide sales support where required

5.1 Verify customer satisfaction after delivery/installation

5.2 Identify additional action to satisfy customer needs

5.3 Initiate action in an efficient and timely manner

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 Identify customer needs

1.1 Question customers in detail and listen actively to determine product and service requirements

1.2 Verify and agree customer needs with customer

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

1.4 Identify customer’s financial limitations

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

2 Respond to customer needs

2.1 Prepare, present and discuss estimates and quotes with customer, as role permits

2.2 Fully explain benefits of various options and pricing structures to customer

2.3 Give customer opportunity to question options and quotes provided

2.4 Promote advantages of dealing with the organisation

2.5 Manage customer objections effectively by promoting specific benefits

3 Close sales

3.1 Agree on product or service to be purchased with customer

3.2 Establish customer’s preferred purchase and payment arrangements

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

3.4 Negotiate and arrange payment method with customer

3.5 Conduct appropriate credit checks

3.6 Clearly record delivery/installation arrangements as agreed with customer

3.7 Comply with relevant legislation, codes, regulations and standards during engagement and sale

4 Input sales records

4.1 Fully record details of sale

4.2 Amend existing customer records where appropriate

4.3 Initiate invoices according to organisational policy

4.4 Organise delivery/installation according to organisational policy

5 Provide sales support where required

5.1 Verify customer satisfaction after delivery/installation

5.2 Identify additional action to satisfy customer needs

5.3 Initiate action in an efficient and timely manner