Optimise customer and territory coverage Evidence Guide

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Evidence Guide: SIRWSLS003A - Optimise customer and territory coverage

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

SIRWSLS003A - Optimise customer and territory coverage

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

Establish coverage plan for a territory.

Ensure coverage plans meet business performance objectives and service standards.
Set territory coverage plans to ensure customer coverage in a timely and effective manner.

Ensure coverage plans meet business performance objectives and service standards.

Completed
Date:

Teacher:

Evidence:

Set territory coverage plans to ensure customer coverage in a timely and effective manner.

Completed
Date:

Teacher:

Evidence:

Report on business visits.

Complete business visits according to territory plan.
Establish procedures for field team to collect and report customer information and feedback.
Analyse and action customer feedback from a territory, or send to relevant territory or management personnel for action.
Prepare required documentation immediately after each business visit.
Collate documentation from business visits and keep in a secure location.
Prepare documentation and submit according to agreed timeframe, format and level of detail.

Complete business visits according to territory plan.

Completed
Date:

Teacher:

Evidence:

Establish procedures for field team to collect and report customer information and feedback.

Completed
Date:

Teacher:

Evidence:

Analyse and action customer feedback from a territory, or send to relevant territory or management personnel for action.

Completed
Date:

Teacher:

Evidence:

Prepare required documentation immediately after each business visit.

Completed
Date:

Teacher:

Evidence:

Collate documentation from business visits and keep in a secure location.

Completed
Date:

Teacher:

Evidence:

Prepare documentation and submit according to agreed timeframe, format and level of detail.

Completed
Date:

Teacher:

Evidence:

Improve customer or territory coverage.

Determine needs and expectations of business customers.
Determine current satisfaction levels with service and product.
Initiate actions to improve business customer satisfaction levels.
Seize opportunities to optimise coverage of a territory.
Seize opportunities to optimise coverage for a customer.
Confirm opportunities for merchandising improvements or joint promotional activities with business customers and report to relevant supervisor.

Determine needs and expectations of business customers.

Completed
Date:

Teacher:

Evidence:

Determine current satisfaction levels with service and product.

Completed
Date:

Teacher:

Evidence:

Initiate actions to improve business customer satisfaction levels.

Completed
Date:

Teacher:

Evidence:

Seize opportunities to optimise coverage of a territory.

Completed
Date:

Teacher:

Evidence:

Seize opportunities to optimise coverage for a customer.

Completed
Date:

Teacher:

Evidence:

Confirm opportunities for merchandising improvements or joint promotional activities with business customers and report to relevant supervisor.

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, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifies and describes business performance objectives and service standards visits and communicates effectively with business customers to capture accurate and relevant feedback for an assigned territory as frequently as required prepares accurate and insightful reports on customer feedback and business visits according to agreed timelines, format and level of detail arranges joint promotional activities to enhance business customer and end consumer satisfaction levels and attain sales targets identifies and seizes opportunities to improve territory coverage or service efficiency completes all tasks in a satisfactory and timely manner, and in consideration of sales and service standards and objectives.

Context of and specific resources for assessment	Assessment must ensure access to: a wholesale work environment relevant documentation, such as: business policy and procedures business plans and objectives a range of business customers with different requirements appropriate business technology.

Methods of assessment	A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: observation of performance in the workplace third-party reports from a supervisor customer feedback review of portfolio of evidence written or verbal questioning to assess knowledge and understanding. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills	Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

collecting, analysing and organising information to:

establish territory coverage plan

research information on which to base improvement of territory coverage

determine customer needs accurately

personal task and priority planning

time management

verbal and non-verbal interpersonal communication skills

literacy and numeracy skills to:

collect and report information and feedback

read and interpret information

document procedures for improving sales.

The following knowledge must be assessed as part of this unit:

territory characteristics and features

types of business customers

range of products and services for each customer within a territory

customer needs

business policy and procedures for servicing customers

competitor activity

customer satisfaction levels

relevant contact personnel in businesses

merchandise and sales strategies within territory

OHS aspects of job

relevant commercial law and legislation.

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 in the performance criteria is detailed below.

General contexts may include	types of products and services provided business policy and procedures with regard to acquisition and sale of products and services size, type and location of business business merchandise range strategic measurement and evaluation systems and processes characteristics of the specific products or services management structure and communication relationships business service range customers, including other businesses or end consumers serviced through business customers or directly varying levels of staff training worksite-specific context, variations and environments.

Performance objectives may include:	market share positioning with local businesses price quality volume of sales presentation or merchandising of products or services customer retention shift in sales demographics.

Territory coverage plans may take into account:	relevant business policy and procedures relevant legislation and statutory requirements types of products and services provided size, type and location of business business merchandise range characteristics of the specific products or services customer demographics customer confidence and expectations.

Customers may include:	business customers or individuals new or repeat contacts external and internal contacts customers with routine or special requests people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Territory may be defined by:	size, type and location of stores demographic parameters territory size, location and geographic spread account customers.

Customer information may include:	name and contact details transaction records needs and preferences details of items bought or returned.

Feedback may be sought and given:	verbally in writing in groups individually.

Customer feedback information may include:	competitor activities pricing satisfaction levels needs, preferences and requests product turnover recalls product problems display disputes end consumer complaints.

Documentation may relate to:	shelf management missing tickets missing lines.

Promotional activities may include:	manufacturer product or service campaigns loyalty programs seasonal campaigns events sales discounts special displays gift merchandise and promotional materials staff uniforms, badges, hats, etc. advertising materials.

NTISthis.com

Evidence Guide: SIRWSLS003A - Optimise customer and territory coverage

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

SIRWSLS003A - Optimise customer and territory coverage

Establish coverage plan for a territory.

Report on business visits.

Improve customer or territory coverage.

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

Instructions to Assessors

Teacher: ___________________________ Date: _