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Evidence Guide: SIRXSLS406 - 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

 

SIRXSLS406 - Manage sales and service delivery

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

Establish and respond to customer requirements.

  1. Plan and develop strategies to enhance provision of customer service according to store policy.
  2. Research and analyse customer needs in regard to local geographic and cultural issues.
  3. Resolve customer complaints referred by staff, according to store policy.
  4. Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.
  5. Encourage staff to take responsibility for meeting customer requirements.
  6. Seek and use feedback from customers to improve future operations.
Plan and develop strategies to enhance provision of customer service according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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:

 

 

 

 

 

 

 

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:

 

 

 

 

 

 

 

Monitor, maintain and improve sales and service delivery.

  1. Implement, communicate and review policies and procedures for sales and service delivery on a regular basis.
  2. Maintain adequate resource allocation for client service provision in line with store policy and procedures.
  3. Ensure sales and service targets and plans are consistent with quality and functional specifications.
  4. Communicate sales and service targets and plans to relevant personnel according to implementation schedules.
  5. Provide feedback to staff on operations and outcomes.
  6. Take corrective measures to minimise factors that may cause disruption to operations.
  7. Monitor and evaluate effectiveness of corrective actions for future operational planning.
  8. Ensure current and accurate records on sales are available to authorised personnel.
  9. 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:

 

 

 

 

 

 

 

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

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:

 

 

 

 

 

 

 

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.

  1. Negotiate and implement arrangements with suppliers, according to store policies and procedures, and communicate to relevant personnel.
  2. Authorise and communicate special pricing arrangements and customer payment agreements to relevant staff and management personnel according to store policy.
  3. Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.
  4. Identify and communicate market factors affecting supply to relevant personnel.
  5. Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.
  6. Take immediate corrective action where potential or actual problems with supply are indicated.
  7. 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 market factors affecting supply to relevant personnel.

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:

 

 

 

 

 

 

 

Provide productive work environment.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain staff working conditions to 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, 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:

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 according to store policy

proactively improves sales and service delivery operations

interprets and maintains data on sales and services delivery

negotiates and arranges supply of goods according to store policy and procedures

authorises pricing and payment agreements according to store policy and procedures

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

WHS legislation and codes of practice

suppliers

a team.

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 the candidate in the workplace

customer feedback

research report

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and thirdparty workplace reports of onthejob 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:

ask questions to identify and confirm requirements

communicate with staff through clear and direct communication

negotiate with suppliers and customers

present information

share information

use and interpret non-verbal communication

use language and concepts appropriate to cultural differences

literacy and numeracy skills to:

calculate costs and pricing arrangements

document results

estimate volume

interpret and maintain data

prepare reports

research, analyse and interpret a broad range of written material

technical skills to use new technology

Required knowledge

customer demand and market trends

principles and techniques for:

interpersonal communication

purchasing and supply specifications

stock control

product quality standards

range and availability of new products and services, especially those with enhanced sustainability features

relevant industry codes of practice applicable to the sales environment

relevant legislation and statutory requirements, including work health and safety (WHS) requirements applicable to the sales environment

store merchandise and service range

store merchandising plan

store policies and procedures in regard to:

efficient and sustainable use of resources

pricing procedures, including GST requirements

quality assurance and control

sales and service delivery

stock maintenance and control

supply specifications

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

Methods used to analyse customer needs may be:

qualitative

quantitative.

Customer may include:

customers with routine or special requests

internal and external contacts

new or repeat contacts

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities.

Staff may include:

fulltime, parttime, casual or contract staff

people from a range of social, cultural and ethnic backgrounds

people with varying degrees of language and literacy levels.

Policies and procedures for sales and service deliverymay involve:

customer complaints

customer service and sales training

service standards

staff induction

staff presentation.

Resource may include:

equipment and technology

finances

materials

people

time.

Store policy and procedures in regard to:

interaction with customers

interaction with other team members

WHS

quality assurance and control

acquisition and sale of products and services.

Specifications may include:

customer agreements

operational means for meeting agreements

specific functional duties within the organisation.

Relevant personnel may include:

managers

members of own or other work teams

supervisors.

Feedback may be sought and given:

in groups

in writing

individually

verbally.

Factors that may cause disruption to operations may include:

operational resources

quality of materials

supply.

Recordsmay be:

electronic

hard copy.

Techniques used to negotiatewith suppliers may include:

correspondence

email

face-to-face contact

meetings

telephone.

Arrangements with suppliers may relate to:

credit levels

delivery

partnerships and exclusivity

pricing.

Sources of supply may include:

external organisations

internal departments and teams

internal and external personnel.

Problems with supply may involve:

cost

coverage or content

quality

quantity

time schedules or scales.

Relevant legislation may include:

equal employment opportunity and antidiscrimination laws

federal, state and local legislation

WHS.

Recommendations may be communicated to:

colleagues, specialists, staff from other departments

external organisations with a health, safety or environmental responsibility

government bodies

higherlevel managers

subordinates.