Conduct a telemarketing campaign

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 BSBCUE303, '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

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Prepare for telemarketing campaign

1.1 Study and clarify campaign details with team members, and prepare engagement guides for telemarketing campaign

1.2 Learn features of product or service to be marketed

1.3 Discuss operational boundaries and targets with relevant personnel

1.4 Develop proficiency using 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 engagement guides meet relevant legislation, codes, regulations and standards

2 Conduct planned telemarketing activity

2.1 Make customer engagement in most efficient manner possible

2.2 Conduct engagement according to engagement guide, and enterprise policies and procedures

2.3 Answer customer queries with professional responses, using active listening

2.4 Explain features and benefits of products or services to customers, where appropriate

2.5 Improvise on engagement guide content to suit customer needs

2.6 Identify positive sales responses from customers and develop them into sales opportunities

2.7 Close sales efficiently

2.8 Escalate customer queries that cannot be satisfied, according to enterprise policy

3 Manage negative customer responses

3.1 Counter negative customer responses to product, service or organisation with positive features and benefits

3.2 Respond politely to personal or irrelevant negative customer responses

3.3 Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly

3.4 Escalate negative customer responses appropriately

3.5 Develop strategies to recover from negative customer responses and remain positive for next engagement

4 Complete sales

4.1 Record details of sale according to procedures

4.2 Discuss and agree payment arrangements with customer and action according to organisational policy

4.3 Advise customer of payment procedures

4.4 Record and verify credit card details with customer where appropriate and according to organisational protocols

4.5 Discuss and agree delivery arrangements with customer and record and action, where applicable

4.6 Activate fulfilment processes necessary to complete sale

4.7 Apply privacy requirements during transactions

5 Record campaign results

5.1 Collate and present engagement records according to organisational policy

5.2 Record and report difficulties not escalated

5.3 Analyse performance against agreed targets to identify future improvements

5.4 Amend errors and omissions in databases