Provide sales solutions to customers

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 BSBCCO304B, 'Provide sales solutions to customers'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide sales solutions to customers' 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. Identify customer needs

1.1. Question customers in detail and listen actively to determine product/service requirements

1.2. Verify and agree customer needs with the customer

1.3. Access existing customer records

1.4. Offer technical/specialist advice to customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making

1.5. Identify customer's financial limitations

1.6. Discuss estimates and quotes with specialist staff if necessary, prior to submission to customer

1.7. Prepare, present and discuss estimates/quotes with customer, as the role permits

1.8. Explain fully, benefits of the various options

1.9. Explain fully, pricing structures to the customer

1.10. Give customers the opportunity to question options/quotes provided

1.11. Promote advantages of dealing with the enterprise

1.12. Manage customer objections effectively by promotion of specific benefits

2. Close sales

2.1. Agree on product/service to be purchased with the customer

2.2. Clearly establish customer's preferred purchase/payment arrangements

2.3. Accurately finalise documentation relating to sale and forward to customer for agreement and signature

2.4. Negotiate and arrange payment method with customer

2.5. Conduct appropriate credit checks

2.6. Clearly record delivery/installation arrangements as agreed with customer

2.7. Comply with relevant legislation, codes, regulations and standards during the contact and sale

3. Input sales records

3.1. Fully record details of sale

3.2. Amend existing customer records where appropriate

3.3. Initiate invoices in accordance with enterprise policy

3.4. Organise delivery/installation in accordance with enterprise policy

4. Provide sales support where required

4.1. Verify customer satisfaction after delivery/installation

4.2. Identify additional action to satisfy customer needs

4.3. Initiate action in an efficient and timely manner


Qualifications and Skillsets

BSBCCO304B appears in the following qualifications:

  • LMF32009 - Certificate III in Kitchens and Bathrooms (Client Services)
  • FNS30110 - Certificate III in Financial Services
  • BSB30207 - Certificate III in Customer Contact