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Evidence Guide: TLII507C - Market services and products to clients

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

 

TLII507C - Market services and products to clients

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

Recognise opportunities to promote products and services

  1. Products and services available for on-selling from the enterprise are identified
  2. Technical specifications and application(s) of products and services are identified
  3. Applicability of products and or services are matched to particular clients or client groups
  4. Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements
  5. Where appropriate, clients are referred to expert personnel or services
Products and services available for on-selling from the enterprise are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Technical specifications and application(s) of products and services are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Applicability of products and or services are matched to particular clients or client groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, clients are referred to expert personnel or services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and maintain contact with clients

  1. Communication with clients is established and maintained to develop a professional relationship
  2. Clients are informed of the full range of business products
  3. Follow-up contacts with clients are made on client request and in accordance with enterprise policy
Communication with clients is established and maintained to develop a professional relationship

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clients are informed of the full range of business products

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow-up contacts with clients are made on client request and in accordance with enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate sales

  1. Potential sales opportunities are recognised and acted upon
  2. Negotiations with clients maintain enterprise professional standards and client satisfaction
Potential sales opportunities are recognised and acted upon

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiations with clients maintain enterprise professional standards and client satisfaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close sales

  1. Documentation of the agreement is completed in accordance with enterprise policy, incorporating any special requirements
  2. Contact with customers is maintained until sale is completed
  3. After-sales service is provided in accordance with enterprise procedures and statutory requirements
Documentation of the agreement is completed in accordance with enterprise policy, incorporating any special requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact with customers is maintained until sale is completed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

After-sales service is provided in accordance with enterprise procedures and statutory requirements

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 knowledge and skills, the range statement and the assessment guidelines for this Training Package.

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant regulatory requirements

Relevant OH&S and environmental protection policies and procedures

Workplace protocols and procedures for the marketing of services and products to clients

Relevant workplace business marketing policies and practices, including requirements for the maintenance of security and confidentiality

Strategies to implement continuous improvement processes

Focus of operation of marketing systems and resources

Typical problems that can occur when marketing services and products to clients and related appropriate action that can be taken

Required skills:

Communicate effectively with others when marketing services and products to clients

Negotiate and work effectively with others

Read and interpret instructions, procedures and information relevant to the marketing of services and products to clients

Interpret and follow operational instructions and prioritise work

Complete documentation related to the marketing of services and products to clients

Operate electronic communication equipment to required protocol

Work collaboratively with others when marketing services and products to clients

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may arise when marketing services and products to clients in accordance with regulatory requirements and workplace procedures

Plan work activities, including predicting consequences and identifying improvements

Monitor work activities in terms of planned schedule

Identify improvements to services, resource allocation and use

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Select and appropriately apply technology, information systems and procedures to complete workplace tasks

Operate and adapt to differences in equipment in accordance with standard operating procedures

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.

The workplace environment may involve twenty-four hour operation and may include:

single and multi-site locations

large, medium and/or small companies

Services, products, risks, work systems and requirements may:

potentially vary across different sections of the workplace

Operations involve:

internal and external customer contact and coordination

Products may be:

existing or potential

Consultative processes may involve:

existing and potential customers/clients

other employees and supervisors

suppliers

manufacturers

relevant authorities

management

union representatives

OH&S specialists

other maintenance, professional or technical staff

Communications systems may involve:

face-to-face conversation

telephone

fax

email

electronic data transfer of information (EDI)

mail

Depending on the type of organisation concerned and the local terminology used, workplace plans/procedures may include:

company plans/procedures

enterprise plans/procedures

organisational plans/procedures

established plans/procedures

Information/documentation may include:

workplace procedures for the marketing of services and products

current and potential customer/client instructions and assessed requirements

customer service standards and procedures

workplace products and services information

quality assurance standards and procedures

relevant agreements, codes of practice including the national standards for services and operations

manufacturers/suppliers specifications, advice, recommended procedures, policies and instructions

workplace guidelines on appropriate workplace language and communication strategies and interpretation of relevant information

legislation, regulations and related documentation relevant to business operations

regulations and policies relating to minimising risks to the environment and ensuring compliance with OH&S requirements

Applicable regulations and legislation may include:

relevant regulations, standards and codes of practice

trading regulations relevant to business operations

relevant Australian and state/territory OH&S legislation

environmental protection regulations

hazardous substances and dangerous goods codes

relevant Australian standards and certification requirements

licence, patent or copyright arrangements