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Evidence Guide: CPCCBC4027B - Establish a basis for sales consulting

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

 

CPCCBC4027B - Establish a basis for sales consulting

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

Develop knowledge of the industry.

  1. Industry building types are identified.
  2. Knowledge of styles within industry sectors is developed, including individual design, project and architectural designs, renovations and additions.
  3. Market segments within the relevant industry sector are identified.
  4. Knowledge of the industry is used to provide customers with clear and accurate information as required.
Industry building types are identified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Knowledge of styles within industry sectors is developed, including individual design, project and architectural designs, renovations and additions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Market segments within the relevant industry sector are identified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Knowledge of the industry is used to provide customers with clear and accurate information as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Demonstrate the key attributes of an industry sales consultant.

  1. Gestures, posture, body language, facial expression and voice are used to create a supportive selling environment.
  2. Customer needs are accurately determined through the use of open-ended questions and active listening.
  3. Persuasive communication techniques are used to secure buyer interest.
  4. Product benefits are established and explained to enhance buyer retention.
  5. Proof of benefits are obtained and presented through product purchase process.
  6. Sales aids are used to build buyer understanding of how the product is aligned with needs.
Gestures, posture, body language, facial expression and voice are used to create a supportive selling environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer needs are accurately determined through the use of open-ended questions and active listening.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Persuasive communication techniques are used to secure buyer interest.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Product benefits are established and explained to enhance buyer retention.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proof of benefits are obtained and presented through product purchase process.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sales aids are used to build buyer understanding of how the product is aligned with needs.

Completed
Date:

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Manage self-development and personal performance.

  1. Self-development plan is produced, which reflects individual and company goals and targets.
  2. Personal performance is reviewed, evaluated and modified, as required.
  3. Processes are put in place to maintain personal mental and physical well being.
Self-development plan is produced, which reflects individual and company goals and targets.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal performance is reviewed, evaluated and modified, as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Processes are put in place to maintain personal mental and physical well being.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage buyer resistance and complete documentation.

  1. Probing is used to identify source of buyer resistance.
  2. Strengths and limitations of strategies to overcome buyer resistance are identified.
  3. Strategy for managing buyer resistance is selected and implemented ensuring it addresses the source of buyer resistance.
  4. Customer and sales information is recorded as required.
Probing is used to identify source of buyer resistance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strengths and limitations of strategies to overcome buyer resistance are identified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strategy for managing buyer resistance is selected and implemented ensuring it addresses the source of buyer resistance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer and sales information is recorded as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain professional competence.

  1. Ongoing training and development that meet requirements for professional development programs are identified and attended.
  2. Participation in professional networks and associations is used to enhance knowledge, skills and relationships.
Ongoing training and development that meet requirements for professional development programs are identified and attended.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participation in professional networks and associations is used to enhance knowledge, skills and relationships.

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

This unit of competency could be assessed by preparing and submitting a self-development plan and a marketing plan for the sale of a structure.

This unit of competency can be assessed in the workplace or a close simulation of the workplace environment, provided that simulated or project-based assessment techniques fully replicate construction workplace conditions, materials, activities, responsibilities and procedures.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of the ability to:

understand the role of a sales consultant

identify characteristics of the sectors of the construction industry and range of products available in each sector

demonstrate key attributes of a sales consultant, including personal presentation, oral communication skills and mannerisms that support client contact and instil confidence

understand importance of adherence to organisational ethical and probity standards

manage personal professional development and performance in line with organisational expectations.

Context of and specific resources for assessment

This competency is to be assessed using standard and authorised work practices, safety requirements and environmental constraints.

Assessment of essential underpinning knowledge will usually be conducted in an off-site context.

Assessment is to comply with relevant regulatory or Australian standards' requirements.

Resource implications for assessment include:

documentation that should normally be available in either a building or construction office

relevant codes, standard and regulations

office equipment, including calculators, photocopiers and telephone systems

a technical reference library with current publications on measurement, design, building construction and manufacturers' product literature

a suitable work area

promotional materials and relevant information on marketing, market segments and sales strategies.

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the Construction, Plumbing and Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

Validity and sufficiency of evidence requires that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice, with a decision on competency only taken at the point when the assessor has complete confidence in the person's demonstrated ability and applied knowledge

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence.

Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

Supplementary evidence of competency may be obtained from relevant authenticated documentation from third parties, such as existing supervisors, team leaders or specialist training staff.

Required Skills and Knowledge

Required skills

Required skills for this unit are:

ability to convey information factually and accurately without overpowering the client

ability to identify and source the latest industry information

adhere to organisational ethical and probity standards

apply numeracy skills to workplace requirements

communication skills to:

demonstrate and communicate property benefits to customers, including long-term benefits of sustainable building solutions and other unique selling features

enable clear and direct communication, using questioning to identify and confirm requirements, share information, listen and understand

read and interpret product information and relevant industry information and documentation from a variety of sources

use and interpret non-verbal communication

use language and concepts appropriate to cultural differences

written skills to record client and sales information

conflict resolution skills to manage customer dissatisfaction

negotiation skills to manage buyer resistance

research skills to use sales statistics to support a verbal argument

teamwork skills to:

relate to people from a range of cultural and ethnic backgrounds and with varying physical and mental abilities

work with others to coordinate and action tasks

technological skills to use equipment to aid presentation of sales information and to operate a range of office equipment

using persuasive and assertive language to promote product features and benefits.

Required knowledge

Required knowledge for this unit is:

customer types and needs, including:

customer behaviour and cues

customer buying motives

individual and cultural differences, demographics, lifestyle and income

detailed product knowledge, including industry intelligence and market analysis

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

anti-discrimination

consumer protection

contract law

ethical principles

privacy laws

Trade Practices Act

materials and aids that can be used to support the sales process

sales strategies and sales targets and how to achieve them

statistical methods to demonstrate sales performance

types of customer needs, e.g. functional and psychological.

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.

Industry building types include:

double brick, brick veneer, rammed earth and steel frame construction residences

single and multiple storey buildings

timber and/or fibro-cement construction.

Market segments include:

first and subsequent home buyers

speculative and investment buyers.

Proof of benefits includes:

anecdotes and examples

comparisons

statistics

testimony.

Sales aids include:

drawings

electronic media

graphs

models

photographs

printed materials

product itself

transparencies

whiteboards.

Self-development includes:

maintaining financial and lender knowledge

maintaining product and construction knowledge

membership of professional associations

professional development relating to sales and industry skills

undertaking appropriate training courses.

Personal performance includes:

commitment to achieving sales targets

commitment to organisation's goals and objectives

level of achievement

mannerisms and demeanour

oral communication skills

presentation skills.

Source of buyer resistance includes:

company resistance

price resistance

salesperson resistance

service dissatisfaction

timing issues

uncertainty about the product.

Strategies to overcome buyer resistance include:

assertive messages

boomerang technique

checking perceptions

direct denial

incentives offer

indirect denial

open and closed questions

requesting additional information from buyers

superior benefit.