Acquire and retain online 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 SIRXEBS001A, 'Acquire and retain online customers'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Acquire and retain online 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

Elements

Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Develop an electronic sales strategy.

1.1.Determine online sales strategy.

1.2.Confirm performance indicators for online sales strategy.

1.3.Set online sales budget.

1.4.Establish mechanisms to collate and report online sales data.

1.5.Maximise conversion of customer contact into improved sales through an online sales strategy.

2. Develop an electronic service strategy.

2.1.Establish impact of online service strategy on market share.

2.2.Assess impact of service strategy on suppliers.

2.3.Assess appropriateness of the existing product and service profile and range as part of the online service strategy.

2.4.Determine means to acquire customers online.

2.5.Determine means to improve retention of online customers.

2.6.Establish revenue benefits of an online service strategy.

2.7.Determine means to use information and communication technologies to improve customer satisfaction.

3. Optimise retail web presence.

3.1.Integrate sales and service strategies.

3.2.Confirm customer segments.

3.3.Determine personal preferences and needs of customers within market segment on an ongoing basis.

3.4.Establish pricing rules for online products and services.

3.5.Ensure web presence attracts target customers.

3.6.Construct web presence and systems to permit customer preferences and needs to be determined in an ongoing manner.

4. Build relationships with online customers.

4.1.Analyse customer relationship management systems and models.

4.2.Manage online relationships to retain customers.

4.3.Manage sales and service strategies to reinforce relationships with online customers.

4.4.Collect diagnostic data to support the delivery of services to meet customer behaviours and expectations.

4.5.Share strategic data on customer behaviour with vendors and web designers.

4.6.Optimise loyalty of online customers.


Qualifications and Skillsets

SIRXEBS001A appears in the following qualifications:

  • SFL30110 - Certificate III in Floristry
  • SFL40110 - Certificate IV in Floristry
  • SFL50110 - Diploma of Floristry Design
  • SIR50107 - Diploma of Retail Management
  • SIR40207 - Certificate IV in Retail Management
  • SIR40107 - Certificate IV in Community Pharmacy