Manage sales and service delivery Evidence Guide

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Evidence Guide: SIRXSLS005A - Manage sales and service delivery

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

SIRXSLS005A - Manage sales and service delivery

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

Monitor, maintain and improve sales and service delivery.

Implement, communicate and review policies and procedures for sales and service delivery on a regular basis.
Maintain adequate resource allocation for client service provision in line with store policy and procedures.
Resolve customer complaints that have been referred by staff, according to store policy.
Ensure sales and service targets and plans are consistent with quality and functional specifications.
Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.
Communicate sales and service targets and plans to relevant personnel according to implementation schedules.
Provide feedback to staff on operations and outcomes.
Encourage staff to take responsibility for meeting customer requirements.
Seek and use feedback from customers to improve future operations.
Take corrective measures to minimise factors that may cause disruption to operations.
Monitor and evaluate effectiveness of corrective actions for future operational planning.
Ensure current and accurate records on sales are available to authorised personnel.
Interpret and act on relevant reports as required.

Implement, communicate and review policies and procedures for sales and service delivery on a regular basis.

Completed
Date:

Teacher:

Evidence:

Maintain adequate resource allocation for client service provision in line with store policy and procedures.

Completed
Date:

Teacher:

Evidence:

Resolve customer complaints that have been referred by staff, according to store policy.

Completed
Date:

Teacher:

Evidence:

Ensure sales and service targets and plans are consistent with quality and functional specifications.

Completed
Date:

Teacher:

Evidence:

Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.

Completed
Date:

Teacher:

Evidence:

Communicate sales and service targets and plans to relevant personnel according to implementation schedules.

Completed
Date:

Teacher:

Evidence:

Provide feedback to staff on operations and outcomes.

Completed
Date:

Teacher:

Evidence:

Encourage staff to take responsibility for meeting customer requirements.

Completed
Date:

Teacher:

Evidence:

Seek and use feedback from customers to improve future operations.

Completed
Date:

Teacher:

Evidence:

Take corrective measures to minimise factors that may cause disruption to operations.

Completed
Date:

Teacher:

Evidence:

Monitor and evaluate effectiveness of corrective actions for future operational planning.

Completed
Date:

Teacher:

Evidence:

Ensure current and accurate records on sales are available to authorised personnel.

Completed
Date:

Teacher:

Evidence:

Interpret and act on relevant reports as required.

Completed
Date:

Teacher:

Evidence:

Negotiate supply of goods.

Negotiate and implement arrangements with suppliers according to store policies and procedures and communicate to relevant personnel.
Authorise and communicate special pricing arrangements and customer payment agreements to relevant staff and management personnel according to store policy.
Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.
Identify and communicate to relevant personnel market factors affecting supply.
Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.
Take immediate corrective action where potential or actual problems with supply are indicated.
Identify and develop new suppliers to maintain and improve sales and service delivery.

Negotiate and implement arrangements with suppliers according to store policies and procedures and communicate to relevant personnel.

Completed
Date:

Teacher:

Evidence:

Authorise and communicate special pricing arrangements and customer payment agreements to relevant staff and management personnel according to store policy.

Completed
Date:

Teacher:

Evidence:

Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.

Completed
Date:

Teacher:

Evidence:

Identify and communicate to relevant personnel market factors affecting supply.

Completed
Date:

Teacher:

Evidence:

Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.

Completed
Date:

Teacher:

Evidence:

Take immediate corrective action where potential or actual problems with supply are indicated.

Completed
Date:

Teacher:

Evidence:

Identify and develop new suppliers to maintain and improve sales and service delivery.

Completed
Date:

Teacher:

Evidence:

Establish customer requirements.

Plan and develop strategies to enhance provision of customer service according to store policy.
Research and accurately analyse customer needs in regard to local geographic and cultural issues.

Plan and develop strategies to enhance provision of customer service according to store policy.

Completed
Date:

Teacher:

Evidence:

Research and accurately analyse customer needs in regard to local geographic and cultural issues.

Completed
Date:

Teacher:

Evidence:

Provide productive work environment.

Establish and maintain a sufficient supply of resources of the necessary quantity and quality to meet customer requirements.
Regulate and monitor access to and use of resources for maximum efficiency.
Maintain staff working conditions that meet requirements of relevant legislation and store policy.
Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.
Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.
Communicate recommendations for improving conditions to relevant personnel within designated timeframe.
Maintain complete, accurate records and make them available to authorised personnel.

Establish and maintain a sufficient supply of resources of the necessary quantity and quality to meet customer requirements.

Completed
Date:

Teacher:

Evidence:

Regulate and monitor access to and use of resources for maximum efficiency.

Completed
Date:

Teacher:

Evidence:

Maintain staff working conditions that meet requirements of relevant legislation and store policy.

Completed
Date:

Teacher:

Evidence:

Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.

Completed
Date:

Teacher:

Evidence:

Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.

Completed
Date:

Teacher:

Evidence:

Communicate recommendations for improving conditions to relevant personnel within designated timeframe.

Completed
Date:

Teacher:

Evidence:

Maintain complete, accurate records and make them available to authorised personnel.

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: consistently maintains, monitors and evaluates sales and service delivery communicates sales and service targets and plans and provides feedback on operations and outcomes to relevant personnel in accordance with store policy proactively improves sales and service delivery operations accurately interprets and maintains data on sales and services delivery negotiates and arranges supply of goods according to store policy and procedures consistently authorises pricing and payment agreements according to store policy and procedures consistently maintains, monitors and evaluates supply of stock.

Context of and specific resources for assessment	Assessment must ensure access to: a retail work environment relevant documentation, such as: policy and procedures manuals sales and service delivery targets and plans records of sales and service legislation and statutory requirements industry codes of practice OHS legislation and codes of practice suppliers a team.

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 the candidate in the workplace third-party reports from a supervisor customer feedback research report written or verbal questioning to assess knowledge and understanding review of portfolios of evidence and third-party workplace reports of on-the-job performance. 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:

interpersonal communication skills to:

communicate with staff through clear and direct communication

ask questions to identify and confirm requirements

share information

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

negotiating with suppliers and customers

presentation skills

using new technology

literacy skills in regard to:

researching, analysing and interpreting a broad range of written material

preparing reports

documenting results

numeracy skills in regard to:

interpreting and maintaining data

estimating volume

calculating costs and pricing arrangements.

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

store policies and procedures in regard to:

sales and service delivery

supply specifications

quality assurance and control

stock maintenance and control

pricing procedures, including GST requirements

store merchandise and service range

store merchandising plan

range and availability of new products and services

customer demand and market trends

product quality standards

relevant legislation and statutory requirements

relevant industry codes of practice

principles and techniques in:

purchasing and supply specifications

stock control

interpersonal communication.

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.

Policies and procedures for sales and service delivery may involve:	service standards staff presentation customer complaints staff induction customer service and sales training.

Resources may include:	people materials equipment and technology finances time.

Store policy and procedures in regard to:	the acquisition and sale of products and services quality assurance and control interaction with customers interaction with other team members OHS.

Customers may include:	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.

Staff may include:	full-time, part-time, casual or contract staff people from a range of social, cultural and ethnic backgrounds people with varying degrees of language and literacy levels.

Specifications may include:	customer agreements operational means for meeting agreements specific functional duties within the organisation.

Relevant personnel may include:	managers supervisors members of own or other work teams.

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

Factors that may cause disruption to operations may include:	supply operational resources quality of materials.

Records may be:	hard copy electronic.

Techniques used to negotiate with suppliers may include:	face to face contact correspondence meetings telephone email.

Arrangements with suppliers may relate to:	pricing delivery partnerships and exclusivity credit levels.

Sources of supply may include:	people external organisations internal departments and teams.

Problems with supply may involve:	quality quantity coverage or content time schedules or scales cost.

Methods used to analyse customer needs may be:	quantitative qualitative.

Relevant legislation may include:	federal, state and local legislation OHS equal employment opportunity and anti-discrimination laws.

Recommendations may be communicated to:	higher-level managers subordinates colleagues, specialists, staff from other departments external organisations with a health, safety or environmental responsibility government bodies.

NTISthis.com

Evidence Guide: SIRXSLS005A - Manage sales and service delivery

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

SIRXSLS005A - Manage sales and service delivery

Monitor, maintain and improve sales and service delivery.

Negotiate supply of goods.

Establish customer requirements.

Provide productive work environment.

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

Instructions to Assessors

Teacher: ___________________________ Date: _