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Evidence Guide: SIRWSLS004 - Optimise customer and territory coverage

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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

 

SIRWSLS004 - Optimise customer and territory coverage

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

Establish coverage plan.

  1. Identify and source information required for development of coverage plan
  2. Create and document coverage plan that meets business performance objectives and service standards.
  3. Integrate strategies that ensure individual customer coverage in a timely and effective manner.
  4. Implement procedures for field team to collect and report customer information and feedback.
Identify and source information required for development of coverage plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create and document coverage plan that meets business performance objectives and service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate strategies that ensure individual customer coverage in a timely and effective manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report on customer interactions.

  1. Organise and make customer contact according to territory coverage plan.
  2. Analyse and action customer feedback from a territory, or provide to relevant personnel for action.
  3. Prepare required documentation following each customer interaction.
  4. Collate documentation from interactions and store in a secure location.
  5. Prepare and submit documentation according to agreed timeframe, format and level of detail.
Organise and make customer contact according to territory coverage plan.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare required documentation following each customer interaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collate documentation from interactions and store in a secure location.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improve coverage.

  1. Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact.
  2. Assess current satisfaction levels with service and product.
  3. Initiate actions to improve business customer satisfaction levels.
  4. Identify and take opportunities to optimise coverage and promotional activity based on information gathered.
Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess current satisfaction levels with service and product.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate actions to improve business customer satisfaction levels.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and take opportunities to optimise coverage and promotional activity based on information gathered.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish coverage plan.

1.1.Identify and source information required for development of coverage plan

1.2.Create and document coverage plan that meets business performance objectives and service standards.

1.3.Integrate strategies that ensure individual customer coverage in a timely and effective manner.

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

2. Report on customer interactions.

2.1.Organise and make customer contact according to territory coverage plan.

2.2.Analyse and action customer feedback from a territory, or provide to relevant personnel for action.

2.3.Prepare required documentation following each customer interaction.

2.4.Collate documentation from interactions and store in a secure location.

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

3. Improve coverage.

3.1.Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact.

3.2.Assess current satisfaction levels with service and product.

3.3.Initiate actions to improve business customer satisfaction levels.

3.4.Identify and take opportunities to optimise coverage and promotional activity based on information gathered.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish coverage plan.

1.1.Identify and source information required for development of coverage plan

1.2.Create and document coverage plan that meets business performance objectives and service standards.

1.3.Integrate strategies that ensure individual customer coverage in a timely and effective manner.

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

2. Report on customer interactions.

2.1.Organise and make customer contact according to territory coverage plan.

2.2.Analyse and action customer feedback from a territory, or provide to relevant personnel for action.

2.3.Prepare required documentation following each customer interaction.

2.4.Collate documentation from interactions and store in a secure location.

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

3. Improve coverage.

3.1.Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact.

3.2.Assess current satisfaction levels with service and product.

3.3.Initiate actions to improve business customer satisfaction levels.

3.4.Identify and take opportunities to optimise coverage and promotional activity based on information gathered.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop, implement and monitor one coverage plan

conduct six different customer interactions according to the plan and document outcomes

develop and report on strategies to improve coverage and outcomes for the nominated territory

communicate effectively with business customers to capture accurate and relevant feedback for an assigned territory

arrange one joint promotional activity to enhance business customer and end consumer satisfaction levels and attain sales targets.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for servicing customers and reporting requirements

business performance objectives and how these relate to own sales role

types of information for inclusion in a coverage plan

factors for consideration in developing a coverage plan, including:

competitor activity

types of customers and their varying needs

customer demographics

sales strategies within territory

range of products and services for each customer within a territory

size and features of territory

geography

account customers

types of customer feedback and how feedback can be used to improve performance.