Provide marketing and promotion program support

This unit describes the performance outcomes, skills and knowledge required to support promotional and marketing programs as a frontline sales staff member.


This unit applies to frontline sales personnel who are responsible for supporting enterprise promotional and marketing programs by confirming timing and purpose of programs, responding to enquiries and ensuing materials are available to internal and external customers.



Elements and Performance Criteria


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. Confirm promotional and marketing activities.

1.1.Obtain and confirm timing and purpose of marketing and promotional programs.

1.2.Access relevant sources of information regarding upcoming promotional activities.

1.3.Confirm own role in supporting specific marketing and promotional programs with relevant supervisory personnel.

1.4.Communicate details of marketing and promotional programs to customers as directed.

2. Respond to enquiries on promotional and marketing activities.

2.1.Receive and action enquiries concerning marketing and promotional programs according to business policy and procedures.

2.2.Provide accurate details of marketing and promotional programs on demand to internal or external personnel, according to business policy and procedures.

3. Support marketing and promotional programs.

3.1.Secure campaign-related marketing materials to meet internal or external demand.

3.2.Issue campaign-related marketing materials to meet internal or external requests according to business policy and procedures.

3.3.Lodge orders for additional campaign-related marketing materials in a timely manner.

Required Skills

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills

interpersonal skills to:

access information

confirm own role

conveying accurate details of promotional or advertising programs to customers

respond to enquiries on marketing and promotional activities and through clear and direct communication

use open and closed questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

literacy skills to:

interpret promotional campaign information and instructions

self management skills to:

respond accurately to enquiries on marketing and promotional activities

initiate orders for promotional or advertising support merchandise

Required knowledge

upcoming and ongoing promotional schedule, plans and activities

support requirements and expectations

processing promotional enquiries according to business policy and requirements

roles of management personnel

ways to support marketing and promotional programs

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

accurate monitoring and confirmation of upcoming and ongoing store promotional and advertising programs

consistent confirmation of own role and responsibilities to support marketing and promotional programs

ability to accurately determine details of advertising and promotional programs

accurate and clear communication of advertising and promotional program details to answer identified external and internal queries

timely provision of merchandising and support resources to nominated personnel implementing advertising and promotional programs.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

store policy and procedures manuals

campaign details

campaign marketing materials.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of the candidate in the workplace

third-party reports from a supervisor

customer feedback

role play

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Promotional and marketing programs may include:

manufacturer product or service campaigns

loyalty programs

catalogue offers


seasonal campaigns


new lines

new store

sales discounts

special displays.

Relevant sources of information may include:

work procedures and internal manuals

enterprise operating procedures and instructions

written instructions such as data exchange, emails.

other staff and supervisors.

Relevant supervisory personnel may include:

team leader

department manager


Customers may include:

new and existing customers

internal or external customers

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Business policy and procedures may include:

operating procedures and instructions

legislation and regulations

quality assurance systems procedures and policies

supplier instructions

safety instructions.

Campaign-related marketing materials may include:

advertising materials

display stands


gift merchandise and promotional materials

staff uniforms, badges and hats

customer loyalty cards

vouchers and discount vouchers.



Competency Field

Marketing and Public Relations

Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.