Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBCCO303A, 'Conduct a telemarketing campaign'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Conduct a telemarketing campaign' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Prepare for telemarketing campaign | 1.1. Study and clarify campaign details and prepare call/contact guides for telemarketing campaign 1.2. Learn the features of the product/service to be marketed 1.3. Discuss operational boundaries and targets with relevant personnel 1.4. Develop proficiency in the use of relevant technology 1.5. Develop strategies to achieve sales targets 1.6. Identify and develop a clear understanding of fulfilment processes 1.7. Ensure campaign and call/contact guides meet relevant legislation, codes, regulations and standards |
2. Conduct telemarketing campaign | 2.1. Make customer contact in the most efficient manner possible 2.2. Conduct contact in accordance with call/contact guide, enterprise policies and procedures 2.3. Answer all customer queries with professional responses 2.4. Explain features and benefits of products to customers, where appropriate 2.5. Use active listening techniques to create positive customer responses 2.6. Improvise on call/contact guide content to suit customer needs 2.7. Identify positive sales responses from customers 2.8. Develop positive customer responses into sales opportunities 2.9. Close sales efficiently 2.10. Escalate customer queries which cannot be satisfied, in accordance with enterprise policy |
3. Manage negative customer responses | 3.1. Counter negative customer responses to the product or organisation with positive features and benefits 3.2. Respond to personal or irrelevant negative customer responses politely 3.3. Identify limits of the organisation's tolerance to negatively responding customers 3.4. Identify when to end a negative customer contact 3.5. Identify negative customer responses which require escalation and escalate appropriately 3.6. Develop strategies to recover from negative customer responses and to remain positive for next contacts |
4. Complete sales | 4.1. Record all details of sale accurately and in accordance with procedures 4.2. Discuss and agree payment arrangements with customer and action in accordance with enterprise policy 4.3. Advise customers of payment procedures 4.4. Record and verify credit card details with customer, where appropriate and in accordance with organisational protocols 4.5. Discuss and agree delivery arrangements with the customer and record and action, where applicable 4.6. Activate the fulfilment processes necessary to complete the sale 4.7. Apply privacy requirements during the transaction |
5. Record campaign results | 5.1. Collate and present contact records in accordance with enterprise policy 5.2. Record and report any difficulties not escalated 5.3. Analyse performance against agreed targets to identify future improvement 5.4. Amend any errors in databases |