Sell products and services to business customers Evidence Guide

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Evidence Guide: WRWSL201A - Sell products and services to business customers

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

WRWSL201A - Sell products and services to business customers

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

Apply product knowledge

Knowledge of the use and application of relevant products and services demonstrated.
Experienced sales staff or product information guide consulted to increase product knowledge.

Knowledge of the use and application of relevant products and services demonstrated.

Completed
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Teacher:

Evidence:

Experienced sales staff or product information guide consulted to increase product knowledge.

Completed
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Evidence:

Identify specific customer types and behaviour

Customers identified by type.
Factors influencing specific customer purchase decisions determined.
Factors influencing an individual's buying behaviour isolated and examined.
Buying behaviours of different types of customers determined.
Sales approaches and techniques required for different customer types determined.
Sales techniques required for customers evidencing specific buying behaviour determined.

Customers identified by type.

Completed
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Evidence:

Factors influencing specific customer purchase decisions determined.

Completed
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Evidence:

Factors influencing an individual's buying behaviour isolated and examined.

Completed
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Evidence:

Buying behaviours of different types of customers determined.

Completed
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Evidence:

Sales approaches and techniques required for different customer types determined.

Completed
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Evidence:

Sales techniques required for customers evidencing specific buying behaviour determined.

Completed
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Evidence:

Sell products to customers

Effective sales approaches and techniques employed whether the customer or the service provider initiates contact.
Effective sales approach identified and applied given mode of communication used to interact with customer.
Empathy created between service provider and customer.
Buying behaviour customer determined.
Customer need for specific merchandise confirmed and promoted.

Effective sales approaches and techniques employed whether the customer or the service provider initiates contact.

Completed
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Evidence:

Effective sales approach identified and applied given mode of communication used to interact with customer.

Completed
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Evidence:

Empathy created between service provider and customer.

Completed
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Buying behaviour customer determined.

Completed
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Customer need for specific merchandise confirmed and promoted.

Completed
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Evidence:

Gather information

Questioning techniques applied to determine customer buying motives.
Listening skills used to determine customer requirements.
Non-verbal communication cues interpreted and clarified.
Customers identified by name where possible.

Questioning techniques applied to determine customer buying motives.

Completed
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Evidence:

Listening skills used to determine customer requirements.

Completed
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Evidence:

Non-verbal communication cues interpreted and clarified.

Completed
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Evidence:

Customers identified by name where possible.

Completed
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Evidence:

Sell benefits

Customer needs matched to appropriate products and services.
Knowledge of products' features and benefits communicated clearly to customers.
Product use and safety requirements described or where possible demonstrated to customers.
Customers referred to appropriate product specialist as required.
Routine customer questions about merchandise, eg. price, price reductions, quality, usage, are answered accurately and honestly or referred to more experienced senior sales staff.

Customer needs matched to appropriate products and services.

Completed
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Evidence:

Knowledge of products' features and benefits communicated clearly to customers.

Completed
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Evidence:

Product use and safety requirements described or where possible demonstrated to customers.

Completed
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Evidence:

Customers referred to appropriate product specialist as required.

Completed
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Evidence:

Routine customer questions about merchandise, eg. price, price reductions, quality, usage, are answered accurately and honestly or referred to more experienced senior sales staff.

Completed
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Evidence:

Overcome objections

Customer objections identified and accepted.
Objections categorised into price, time and merchandise characteristics.
Solutions offered according to business policy and sales techniques.
Problem solving applied to overcome customer objections.

Customer objections identified and accepted.

Completed
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Evidence:

Objections categorised into price, time and merchandise characteristics.

Completed
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Solutions offered according to business policy and sales techniques.

Completed
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Problem solving applied to overcome customer objections.

Completed
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Evidence:

Close sale

Customer buying signals monitored, identified and responded to appropriately.
Customer encouraged to make purchase decisions.
Appropriate method of closing sale selected and applied.

Customer buying signals monitored, identified and responded to appropriately.

Completed
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Evidence:

Customer encouraged to make purchase decisions.

Completed
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Evidence:

Appropriate method of closing sale selected and applied.

Completed
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Evidence:

Maximise sales opportunities

Opportunities for making additional sales recognised and applied.
Customer advised of complementary products or services according to customer's identified need.
Personal sales outcomes reviewed to maximise future sales.

Opportunities for making additional sales recognised and applied.

Completed
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Evidence:

Customer advised of complementary products or services according to customer's identified need.

Completed
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Evidence:

Personal sales outcomes reviewed to maximise future sales.

Completed
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Evidence:

Assessed

Teacher: ___________________________ Date: _

Signature: ________________________________________________

Comments:

Instructions to Assessors

Evidence Guide

The following components of the Evidence Guide relate directly to the Performance Criteria and the Range of Variables for the unit of competency and will inform and provide guidance for assessment of the unit in the workplace and/or training program. This Evidence Guide must be read in conjunction with the Assessment Guidelines for the National Wholesale Training Package.

Critical aspects of evidence

Assessment requires evidence of the following be collected:

Applying product knowledge and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales

Using questioning, listening and observation skills to accurately determine customer requirements

Consistently applying business policies and procedures, in regard to selling products and services

Maximising sales opportunities according to business policies and procedures

consistently applying industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services

Evaluating personal sales performance to maximise future sales

Written and oral workplace-related documents that affect entry level employees, other than work-process items

Effectively communicating summary information to team members and senior colleagues

Interdependent assessment of units

This unit may be assessed in conjunction with other units that form part of a job role or function.

Underpinning knowledge and skills

Display knowledge in terms of job role or function:

Product knowledge including:

Characteristics

Features

Comparative advantages

Price

Availability

Special features (ie. warranties, after sales support, etc.)

A variety of strategies for closing sales

Business policies and procedures, in regard to:

Selling products and services

Allocated duties and responsibilities.

Business merchandise and service range.

Factors influencing customers decisions

Current sales performance

Occupational, health and safety aspects to job

Industry codes of practice

Relevant consumer law, commercial law and legislation

Display skills in terms of job role or function, including the ability to:

Demonstrate knowledge of specific products

Apply techniques covering:

Verbal and non verbal communications

Questioning/listening/observation

Handling difficult customers

Negotiating

Problem solving

Match sales approaches to customer behaviour

Use effective listening and questioning techniques

Respond to customer questions

Identify and categorise customer objections

Recognise opportunities for additional sales to same customer

Monitor personal sales progress

Willingness to learn from others

Resource Implications

Access to required assessment evidence, time spent with assessee in assessment, competency outcomes and appropriate assessment facilities

Consistency in performance

The assessment method should be conducted over time to cover all elements and performance criteria, across a range of variables.

Work practices should be in accordance with safe operating procedures to minimise the risk of injury to self or others or damage to goods, equipment or products

Context for assessment

Assessment may occur on the job, or off-the-job.