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 BSBCUE304, '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

Elements describe the essential outcomes.

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

1 Identify customer needs

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

1.2 Verify and agree customer needs with customer

1.3 Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to closing of the sale and customer understanding and decision-making

1.4 Identify customer’s financial limitations

1.5 Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer

2 Respond to customer needs

2.1 Prepare, present and discuss estimates and quotes with customer, as role permits

2.2 Fully explain benefits of various options and pricing structures to customer

2.3 Give customer opportunity to question options and quotes provided

2.4 Promote advantages of dealing with the organisation

2.5 Manage customer objections effectively by promoting specific benefits

3 Close sales

3.1 Agree on product or service to be purchased with customer

3.2 Establish customer’s preferred purchase and payment arrangements

3.3 Finalise documentation relating to sale and forward to customer for agreement and signature

3.4 Negotiate and arrange payment method with customer

3.5 Conduct appropriate credit checks

3.6 Clearly record delivery/installation arrangements as agreed with customer

3.7 Comply with relevant legislation, codes, regulations and standards during engagement and sale

4 Input sales records

4.1 Fully record details of sale

4.2 Amend existing customer records where appropriate

4.3 Initiate invoices according to organisational policy

4.4 Organise delivery/installation according to organisational policy

5 Provide sales support where required

5.1 Verify customer satisfaction after delivery/installation

5.2 Identify additional action to satisfy customer needs

5.3 Initiate action in an efficient and timely manner