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
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.
This section describes the essential skills and knowledge and their level, required for this unit.
interpersonal skills to:
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
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
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 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
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.
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
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:
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
Campaign-related marketing materials may include:
gift merchandise and promotional materials
staff uniforms, badges and hats
customer loyalty cards
vouchers and discount vouchers.
Marketing and Public Relations
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.