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
What evidence can you provide to prove your understanding of each of the following citeria?
Confirm telemarketing processes.
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Obtain and confirm details of campaign. Completed |
Evidence:
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Clarify matters relating to campaign objectives or responsibilities with relevant personnel. Completed |
Evidence:
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Prepare call guides and action lists where required. Completed |
Evidence:
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Determine technology required for completion of assigned roles in campaigns. Completed |
Evidence:
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Respond to customer enquiries using telemarketing technology.
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Clearly establish customer needs. Completed |
Evidence:
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Satisfy customer enquiries in a prompt and efficient manner. Completed |
Evidence:
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Refer enquiries beyond individual capabilities or beyond scope of the campaign to relevant personnel or record for later response. Completed |
Evidence:
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Follow up on information not supplied to the customer on initial enquiry and relay to the customer within the quickest possible time. Completed |
Evidence:
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Apply sales and service techniques according to business and industry standards. Completed |
Evidence:
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Discuss and confirm payment options with customer during sales transaction. Completed |
Evidence:
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Confirm supply arrangements with customer during sales transaction. Completed |
Evidence:
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Seek customers using telemarketing technology.
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Identify and confirm call targets. Completed |
Evidence:
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Identify telephone numbers from database. Completed |
Evidence:
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Complete calls in the most efficient manner possible. Completed |
Evidence:
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Ensure call principles and procedures conform to business policy and procedures. Completed |
Evidence:
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Record customer responses accurately to required level of detail. Completed |
Evidence:
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Answer customer queries or refer to appropriate personnel according to business policy and procedures. Completed |
Evidence:
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Action customer requests according to business policy and procedures. Completed |
Evidence:
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Process telemarketing customer sales and orders.
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Record and report customer requirements. Completed |
Evidence:
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Accurately record customer particulars. Completed |
Evidence:
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Complete and report appropriate records according to business processes and technology. Completed |
Evidence:
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Process customer's preferred payment and delivery options. Completed |
Evidence:
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Arrange credit checks according to business and industry policy and requirements. Completed |
Evidence:
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Fully apply privacy arrangements during transaction. Completed |
Evidence:
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Maintain telemarketing systems and technology.
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Maintain telemarketing systems and technology to business and manufacturer requirements. Completed |
Evidence:
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Report faults or safety problems with telemarketing systems and work space to relevant personnel. Completed |
Evidence:
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Record campaign results.
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Process campaign results and records according to business processes and technology. Completed |
Evidence:
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Convey difficulties encountered reporting and recording campaign results to appropriate personnel. Completed |
Evidence:
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Assess performance against agreed targets and analyse for future improvement. Completed |
Evidence:
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