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Evidence Guide: SIRXCCS406 - Provide professional customer service for high value and complex 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

 

SIRXCCS406 - Provide professional customer service for high value and complex sales

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

Analyse customer expectations of high value sales experiences.

  1. Review demographics of customer target groups and analyse relevant industry information regarding behaviour and preferences of different demographic groups.
  2. Analyse organisation’s customer relationship management information to identify customer preferences relating to sales experience.
  3. Explore personal and team members’ experience and perceptions of customers’ expectations of, and responses to, sales experience.
  4. Consider findings and record a range of customer expectations of sales experience.
  5. Consult with relevant staff and select specific customer expectations that the organisation will commit to meeting.
Review demographics of customer target groups and analyse relevant industry information regarding behaviour and preferences of different demographic groups.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse organisation’s customer relationship management information to identify customer preferences relating to sales experience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explore personal and team members’ experience and perceptions of customers’ expectations of, and responses to, sales experience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider findings and record a range of customer expectations of sales experience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult with relevant staff and select specific customer expectations that the organisation will commit to meeting.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure sales environment meet customer expectations.

  1. Review store environment against selected customer expectations and identify improvements to be implemented in consultation with relevant personnel.
  2. Review store positioning and promotion in relation to customer expectations and identify and propose improvements in consultation with relevant personnel.
  3. Review customer service procedures and communication protocols in relation to customer expectations and identify improvements to be implemented in consultation with relevant personnel.
  4. Participate in implementation of improvements according to workplace requirements.
Review store environment against selected customer expectations and identify improvements to be implemented in consultation with relevant personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review store positioning and promotion in relation to customer expectations and identify and propose improvements in consultation with relevant personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review customer service procedures and communication protocols in relation to customer expectations and identify improvements to be implemented in consultation with relevant personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in implementation of improvements according to workplace requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop customer service relationships.

  1. Lead team to review behaviour and preferences of customers and identify responsive customer service strategies.
  2. Lead team to analyse exemplary sales outcomes and identify positive customer service strategies to be incorporated into store procedures.
  3. Lead team to analyse customer interactions resulting in non-closure of sales to identify potential strategies to retrieve sales.
  4. Lead team to research, select and implement strategies to build brand loyalty and repeat business.
  5. Provide modelling and coaching to team members in closing high value and complex sales.
Lead team to review behaviour and preferences of customers and identify responsive customer service strategies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lead team to analyse exemplary sales outcomes and identify positive customer service strategies to be incorporated into store procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lead team to analyse customer interactions resulting in non-closure of sales to identify potential strategies to retrieve sales.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lead team to research, select and implement strategies to build brand loyalty and repeat business.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide modelling and coaching to team members in closing high value and complex sales.

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.

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

Evidence of the following is essential:

researches, consults on and identifies customer expectations that the organisation will commit to meeting

reviews sales environment and implements improvements to meet customer preferences

leads team to review customer service outcomes and provides modelling and coaching in customer service.

Context of and specific resources for assessment

Assessment must ensure access to:

a real retail work environment

a retail customer service and sales team

relevant documentation, including:

communication protocols

customer demographic data

customer service procedures

sales performance data.

Method 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

a role play

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Required Skills and Knowledge

Required skills

communication and interpersonal skills to:

apply product knowledge by providing information and advice to customers and staff

ask questions to identify and confirm requirements and preferences

interact with a range of customers, including:

those with special needs

difficult or abusive customers

make recommendations and advise on warranties and product service and repair through clear and direct communication

use and interpret non-verbal communication

use language and concepts appropriate to cultural differences

literacy and numeracy skills to:

advise and negotiate price and payment options

measure and estimate accurately

read product information and specifications

read store policy and procedures

team leadership skills to:

gain team participation in research and analysis activities

motivate and coach team members to improve customer service skills

Required knowledge

company policy and procedures in regard to:

customer complaints

methods of dealing with customer special needs and requests

price negotiation and payment options

sales and customer service, up-selling and on-selling

services and repairs

company product range

human psychology in relation to buying

key features of buying and selling process

manufacturer technical information

pricing procedures, including GST requirements

product and manufacturer warranty terms and conditions

relevant legislation, statutory requirements and codes of practice relating to the retail industry, including consumer law

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 individual, accessibility of the item, and local industry and regional contexts) may also be included.

Customer preferencesmay vary according to:

behavioural style

buying style

expectations of salespeople

personality type.

Store environmentmay include:

air quality

amenities

décor

layout

music

parking

visual merchandising.