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Evidence Guide: ICTCC341A - 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!

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ICTCC341A - 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 to determine requirements
  2. Verify and agree actual customer needs with the customer
  3. Access customer records in the case of an existing client
  4. Technical/specialist advice is offered to the customers where such advice is considered beneficial to the closing of the sale and customer understanding and decision making
  5. Identify the customer's financial limitations
  6. Discuss estimates and quotes with specialist staff prior to submission to customer fully
  7. Prepare, present and discuss estimates/quotes with the customer, as the role permits
  8. Explain the benefits of the various options fully
  9. Explain pricing structures to the customer fully
  10. Give customers the opportunity to question options/quotes provided
  11. Promote the advantages of dealing with the enterprise
  12. Manage customer objections effectively by promotion of specific benefits
Question customers in detail to determine requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Verify and agree actual customer needs with the customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Access customer records in the case of an existing client

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Technical/specialist advice is offered to the customers where such advice is considered beneficial to the closing of the sale and customer understanding and decision making

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify the customer's financial limitations

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Discuss estimates and quotes with specialist staff prior to submission to customer fully

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Explain the benefits of the various options fully

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Explain pricing structures to the customer fully

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Give customers the opportunity to question options/quotes provided

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Promote the advantages of dealing with the enterprise

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Manage customer objections effectively by promotion of specific benefits

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Close sales

  1. Agree on the product/service to be purchased with the customer
  2. Establish the customer's preferred purchase arrangements clearly
  3. Finalise documentation relating to sale and forwarded to customer for agreement and signature
  4. Negotiate and arrange the method of payment with the customer
  5. Conduct appropriate credit checks
  6. Record delivery/installation arrangements as agreed with the customer
  7. Privacy requirements are fully applied during the transaction
Agree on the product/service to be purchased with the customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Establish the customer's preferred purchase arrangements clearly

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Finalise documentation relating to sale and forwarded to customer for agreement and signature

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Negotiate and arrange the method of payment with the customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Conduct appropriate credit checks

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Record delivery/installation arrangements as agreed with the customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Privacy requirements are fully applied during the transaction

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Input sales records

  1. Record details of sale fully
  2. Amend existing customer records where appropriate
  3. Initiate invoices in accordance with enterprise policy
  4. Organise delivery/installation in accordance with enterprise policy
Record details of sale fully

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Amend existing customer records where appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Initiate invoices in accordance with enterprise policy

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Organise delivery/installation in accordance with enterprise policy

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide sales support where required

  1. Verify of customer satisfaction after delivery/installation
  2. Identify additional action to satisfy customer need
  3. Initiate action in an efficient and timely manner
Verify of customer satisfaction after delivery/installation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify additional action to satisfy customer need

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

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:

Identification and verification of customer needs.

Obtaining of specialist advice to the advantage of enterprise in meeting customer needs.

Matching of product/service to customer need and full presentation of available options.

Accurate provision of estimates/quotes.

Benefits of products/service are fully explained to the customer.

Promotion of enterprise in dealings with the customer.

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

Negotiation of payment and financing arrangements with the customer.

Accurate recording of sales, payment and delivery arrangements.

Achievement of customer satisfaction.

Skills and knowledge

Advanced Customer Service Skills.

Listening Skills.

Interpersonal Skills.

Negotiation Skills.

Problem Solving Skills.

Selling Skills.

Sales Principles.

Marketing Principles and Practice.

Estimate/Quoting Procedures.

Enterprise Protocols Associated with Customer Service.

Pricing Policies.

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:

Identification and verification of customer needs.

Obtaining of specialist advice to the advantage of enterprise in meeting customer needs.

Matching of product/service to customer need and full presentation of available options.

Accurate provision of estimates/quotes.

Benefits of products/service are fully explained to the customer.

Promotion of enterprise in dealings with the customer.

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

Negotiation of payment and financing arrangements with the customer.

Accurate recording of sales, payment and delivery arrangements.

Achievement of customer satisfaction.

Skills and knowledge

Advanced Customer Service Skills.

Listening Skills.

Interpersonal Skills.

Negotiation Skills.

Problem Solving Skills.

Selling Skills.

Sales Principles.

Marketing Principles and Practice.

Estimate/Quoting Procedures.

Enterprise Protocols Associated with Customer Service.

Pricing Policies.

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.

Sales

May relate to:

product/service purchase/provision

variation to existing product/service

upgrade of current product/service

amendments to previous sale arrangements.

Customer records

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

Product/service options

May relate to different products/service which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes

Technical/specialist advice

Would normally be provided by product/service specialist engineer/provisioning/marketing staff

Estimates/quotes

May be prepared alone or in conjunction with specialist staff.

Payment arrangements

May be:

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit checks

May be automated or undertaken by sales person or by specialist staff within the enterprise.

Relevant legislation, codes, regulations and standards include:

Privacy Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Freedom of Information

Trade Practices Act

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.

Sales

May relate to:

product/service purchase/provision

variation to existing product/service

upgrade of current product/service

amendments to previous sale arrangements.

Customer records

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

Product/service options

May relate to different products/service which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes

Technical/specialist advice

Would normally be provided by product/service specialist engineer/provisioning/marketing staff

Estimates/quotes

May be prepared alone or in conjunction with specialist staff.

Payment arrangements

May be:

credit card

cheque

money order

cash

payment on delivery

direct debit.

Credit checks

May be automated or undertaken by sales person or by specialist staff within the enterprise.

Relevant legislation, codes, regulations and standards include:

Privacy Act

EEO and Anti Discrimination Legislation

Telecommunications Act

Freedom of Information

Trade Practices Act

Consumer Credit Code