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Evidence Guide: BSBSLS405A - Support post sale activities

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

 

BSBSLS405A - Support post sale activities

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

Process order

  1. Record client order details in accordance with organisational policies and procedures
  2. Forward order for product to the relevant section of the organisation
  3. Monitor the processing of the order
Record client order details in accordance with organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward order for product to the relevant section of the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor the processing of the order

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver support to agreed expectations

  1. Provide technical assistance and/or advice in relation to the product purchased
  2. Handle defective returns in accordance with organisational requirements
  3. Provide information to facilitate product repair, support or servicing
  4. Provide liaison services to assist clients to access appropriate after-sales support
Provide technical assistance and/or advice in relation to the product purchased

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle defective returns in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information to facilitate product repair, support or servicing

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide liaison services to assist clients to access appropriate after-sales support

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle client feedback

  1. Clarify and confirm feedback with clients
  2. Determine client's needs and requirements
  3. Identify and evaluate possible responses to client feedback
  4. Respond to client needs and requirements in accordance with organisational policies and procedures
  5. Make contact with client to ensure the response is satisfactory
Clarify and confirm feedback with clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine client's needs and requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and evaluate possible responses to client feedback

Completed
Date:

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Respond to client needs and requirements in accordance with organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make contact with client to ensure the response is satisfactory

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strengthen client relationships

  1. Ensure contact is made with the buyer post-sale to ensure agreed expectations have been met
  2. Use feedback solicitation methods on the sales process and product satisfaction
  3. Identify, address and resolve service problems and difficulties identified through feedback
Ensure contact is made with the buyer post-sale to ensure agreed expectations have been met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use feedback solicitation methods on the sales process and product satisfaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, address and resolve service problems and difficulties identified through feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer additional benefits to clients

  1. Develop and implement client loyalty strategies to secure buyer loyalty and to facilitate ongoing contact
  2. Contact buyer regularly post-sale at an appropriate level to maintain relationship and to identify new sales and cross-selling opportunities
  3. Offer additional sales solutions and benefits to clients when opportunities arise
Develop and implement client loyalty strategies to secure buyer loyalty and to facilitate ongoing contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact buyer regularly post-sale at an appropriate level to maintain relationship and to identify new sales and cross-selling opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer additional sales solutions and benefits to clients when opportunities arise

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:

examples of the candidate contacting a buyer post-sale to collect feedback and resolve any problems or difficulties arising if appropriate

organisational policies and procedures relating to orders and client services.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to appropriate sales records and documentation.

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:

analysis of responses to case studies and scenarios

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

observations of interactions with clients when conducting post-sales activities

oral or written questioning to assess knowledge of methods used to obtain client feedback, loyalty strategies used, how defective returns were handled and alternative responses to feedback received

review of sales records

evaluation of handling of defective returns

assessment of identifying and responding to client feedback.

Guidance information for assessment

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

BSBSLS406A Self-manage sales performance

other business development units.

Required Skills and Knowledge

Required skills

communication skills to determine client needs and preferences

data management skills to keep client sales records

interpersonal skills to establish effective working relationships with business units within an organisation

literacy skills to write sales reports

negotiation and conflict resolution skills to address client concerns and to handle client dissatisfaction

organisational and time management skills to schedule follow-up contacts

problem-solving skills to address and resolve service difficulties.

Required knowledge

detailed product knowledge which enables ongoing advice and support to clients

organisational policies and procedures relating to orders and client services

identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as:

anti-discrimination

ethical principles

consumer protection

contract law

privacy laws

Trade Practices Act

strategies to manage client accounts, to build client goodwill and to develop client loyalty.

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.

Clients may include:

customers

consumers

fellow work colleagues from other business units or work teams

members

patients

person or organisation who receives products, services or ideas supplied by an organisation

person or organisation who has the potential to receive products, services or ideas supplied by an organisation

Feedback solicitation methods may include:

email dialogue

focus groups

one-on-one interviews

surveys

telephone interviews

Client loyalty strategies may include:

client clubs

client reward schemes

credit or discount facilities

formal letter of thanks

handwritten note thanking the client

offering promotional items

phone call thanking the client for the business