Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1. Design offer components

1.1 Determine what will be supplied in direct response offer in conjunction with team members

1.2 Determine what respondent must supply or do in response to offer

1.3 Select and document appropriate types of offer to be made to customers

2. Test direct response offers

2.1 Provide customers with a range of direct response offer options

2.2 Provide vehicles for customers to provide feedback on direct response offer options

2.3 Analyse customer responses to test offers and follow up if appropriate

2.4 Modify products or services being offered based on provided customer feedback

2.5 Ensure offer option selected matches organisational marketing objectives and solves marketing problems

2.6 Match supporting material requirements to type of direct marketing sale

3. Select offer pricing structure

3.1 Evaluate factors affecting pricing to determine normal or average selling price of offer

3.2 Determine short-term pricing strategies

3.3 Select payment term options

4. Determine and design required customer service levels

4.1 Design process ensuring accepted offers are fulfilled promptly

4.2 Develop procedures to ensure prompt answers to queries and complaints regarding product or service

4.3 Ensure access to instant, accurate information on status of delivery of products or services and customer accounts, including after-hours, to provide enhanced customer service

Skill 

Performance Criteria 

Description 

Reading

1.3, 2.3, 2.4, 2.5, 2.6, 3.1, 3.2

• Gathers, interprets and analyses textual data from a range of sources and identifies relevant and key information

Writing

1.3, 2.2-2.4, 2.6, 3.2, 4.1-4.3

• Integrates information from a number of sources to develop material that supports purposes and format of documentation using suitable grammatical structure and clear, logical language

Oral Communication

1.1, 2.1-2.3, 4.3

• Participates in a variety of spoken exchanges using suitable language and features
• Elicits views and opinions of others with active listening and questioning

Numeracy

3.1-3.3

• Examines and analyses numerical information to determine pricing strategies and payment terms

Navigate the world of work

2.5, 2.6, 4.2

• Recognises, develops and follows explicit and implicit protocols and meets expectations associated with own role

Interact with others

1.1, 2.1, 2.3, 2.4

• Selects appropriate form, channel and mode of communication for a specific purpose relevant to own role

Get the work done

1.3, 2.4-2.6, 3.1-3.3

• Applies formal processes when planning more complex tasks, producing plans with logically sequenced steps
• Selects from a range of options in routine situations, identifying and taking some situational factors into account when decision-making
• In familiar contexts, responds intuitively to problems requiring immediate attention, quickly drawing on past experience to devise solutions

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBMKG409 Design direct response offers

BSBMKG409A Design direct response offers

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.