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Evidence Guide: ICTCC241A - Process sales

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

 

ICTCC241A - Process sales

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

Identify customer needs

  1. Identify customer needs clearly
  2. Access existing customer records
  3. Match products or services to customer needs
  4. Present features and benefits of products or services
  5. Inform customer of product or service price
  6. Refer customer inquiry to appropriate person/area in accordance with policy where customer need cannot be satisfied
  7. Follow enterprise sales policy and principles
  8. Manage customer objections effectively
Identify customer needs clearly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access existing customer records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Match products or services to customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present features and benefits of products or services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer of product or service price

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer inquiry to appropriate person/area in accordance with policy where customer need cannot be satisfied

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow enterprise sales policy and principles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage customer objections effectively

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close sales

  1. Reach agreement with the customer on products or services to be purchased
  2. Discuss and agree payment arrangements with customer
  3. Advise customer of payment methodology and address for payment where necessary
  4. Record and verify credit card details where appropriate
  5. Arrange credit checks within policy
  6. Discuss and agree on delivery/installation arrangements with the customer
  7. Action delivery/installation arrangements
  8. Meet privacy requirements during the transaction
  9. Identify and act on opportunities for further sales in accordance with enterprise policy
Reach agreement with the customer on products or services to be purchased

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and agree payment arrangements with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customer of payment methodology and address for payment where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and verify credit card details where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange credit checks within policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and agree on delivery/installation arrangements with the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action delivery/installation arrangements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Meet privacy requirements during the transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and act on opportunities for further sales in accordance with enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Input sales records

  1. Record details of sales on enterprise systems fully
  2. Amend existing customer records where appropriate
  3. Raise invoices where required
  4. Record delivery/installation details within policy
  5. Assess performance against agreed targets and analyse for future improvement
  6. Observe legislation, codes, regulations and standards throughout transaction
Record details of sales on enterprise systems fully

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Amend existing customer records where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Raise invoices where required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record delivery/installation details within policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess performance against agreed targets and analyse for future improvement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe legislation, codes, regulations and standards throughout transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.

Critical evidence

Assessment candidates should produce evidence of the following:

Clear and precise understanding of customer needs.

Matching of product/service to customer need.

Prices relating to product/service offered are clearly explained and understood by the customer.

Application of appropriate credit check.

Arrangement of customer payment.

Agreement with customer as to payment and delivery arrangements.

Accurate recording of sales, payment and delivery arrangements.

Skills and knowledge

Customer Service Skills.

Listening Skills.

Interpersonal Skills.

Selling Skills.

Sales Principles.

Enterprise Policies, Procedures and Guidelines.

Enterprise Protocols Associated With Customer Service.

Operational Environment: Customer Base, Company Products and Services.

Operational Systems.

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.

Critical evidence

Assessment candidates should produce evidence of the following:

Clear and precise understanding of customer needs.

Matching of product/service to customer need.

Prices relating to product/service offered are clearly explained and understood by the customer.

Application of appropriate credit check.

Arrangement of customer payment.

Agreement with customer as to payment and delivery arrangements.

Accurate recording of sales, payment and delivery arrangements.

Skills and knowledge

Customer Service Skills.

Listening Skills.

Interpersonal Skills.

Selling Skills.

Sales Principles.

Enterprise Policies, Procedures and Guidelines.

Enterprise Protocols Associated With Customer Service.

Operational Environment: Customer Base, Company Products and Services.

Operational Systems.

Required Skills and Knowledge

Not applicable.

Range Statement

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Policy

Enterprise policies covering sales operations, customer handling, credit, payment and other aspects of sales. Should also take into account legislation and regulation covering sales activity.

Sales

Relate to product/service purchase/provision, upgrade of existing product/service, amendments to previous sale arrangements.

Customer records

Normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems.

Referral procedures

Will vary from enterprise to enterprise.

Payment arrangements

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit card details

card type

card holder details

card number

expiry date.

Credit checks

Automated or undertaken by sales person or by specialist staff within the enterprise.

Delivery/installation arrangements

delivery address

time of delivery

arrangements for when householder not in attendance

payment on delivery details.

Invoices

Enterprise specific and normally electronically generated in response to appropriate commands entered into the system.

Relevant legislation, codes, regulations and standards include:

Privacy Act

Trade Practices Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Occupational Health and Safety Legislation

Freedom of Information

Consumer Credit Code

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Policy

Enterprise policies covering sales operations, customer handling, credit, payment and other aspects of sales. Should also take into account legislation and regulation covering sales activity.

Sales

Relate to product/service purchase/provision, upgrade of existing product/service, amendments to previous sale arrangements.

Customer records

Normally maintained in a computerised system specific to the enterprise but may take the form of paper/card related systems.

Referral procedures

Will vary from enterprise to enterprise.

Payment arrangements

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit card details

card type

card holder details

card number

expiry date.

Credit checks

Automated or undertaken by sales person or by specialist staff within the enterprise.

Delivery/installation arrangements

delivery address

time of delivery

arrangements for when householder not in attendance

payment on delivery details.

Invoices

Enterprise specific and normally electronically generated in response to appropriate commands entered into the system.

Relevant legislation, codes, regulations and standards include:

Privacy Act

Trade Practices Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Occupational Health and Safety Legislation

Freedom of Information

Consumer Credit Code