Support post sale activities

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 BSBSLS405A, 'Support post sale activities'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Support post sale activities' 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

Elements and Performance Criteria

Element

Performance Criteria

1

Process order

1.1

Record client order details in accordance with organisational policies and procedures

1.2

Forward order for product to the relevant section of the organisation

1.3

Monitor the processing of the order

2

Deliver support to agreed expectations

2.1

Provide technical assistance and/or advice in relation to the product purchased

2.2

Handle defective returns in accordance with organisational requirements

2.3

Provide information to facilitate product repair, support or servicing

2.4

Provide liaison services to assist clients to access appropriate after-sales support

3

Handle client feedback

3.1

Clarify and confirm feedback with clients

3.2

Determine client's needs and requirements

3.3

Identify and evaluate possible responses to client feedback

3.4

Respond to client needs and requirements in accordance with organisational policies and procedures

3.5

Make contact with client to ensure the response is satisfactory

4

Strengthen client relationships

4.1

Ensure contact is made with the buyer post-sale to ensure agreed expectations have been met

4.2

Use feedback solicitation methods on the sales process and product satisfaction

4.3

Identify, address and resolve service problems and difficulties identified through feedback

5

Offer additional benefits to clients

5.1

Develop and implement client loyalty strategies to secure buyer loyalty and to facilitate ongoing contact

5.2

Contact buyer regularly post-sale at an appropriate level to maintain relationship and to identify new sales and cross-selling opportunities

5.3

Offer additional sales solutions and benefits to clients when opportunities arise


Qualifications and Skillsets

BSBSLS405A appears in the following qualifications:

  • ICP40610 - Certificate IV in Printing and Graphic Arts (Management_Sales)
  • AUR31005 - Certificate III in Automotive Sales