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 Apply sales and marketing principles to performance

1.1 Select a valid framework of sales and marketing principles for a customer contact centre

1.2 Achieve consensus on sales and marketing principles with stakeholders

1.3 Integrate sales and marketing principles into customer contact operating objectives and strategies

1.4 Identify elements of customer engagement centre supply chains

1.5 Promote engagement centre effectively to supply chain customers

2 Initiate, evaluate and maintain a marketing database system

2.1 Identify appropriate marketing database fields and functions

2.2 Contribute to the development and testing of a marketing database

2.3 Evaluate and enhance functionality of the marketing database to best serve the marketing operation

2.4 Establish effective database maintenance procedures

2.5 Establish contingency planning for failure of databases and systems

3 Develop and evaluate customer service and retention strategies

3.1 Identify effective after-sales support strategies

3.2 Develop strategies to retain customers and to build loyalty

3.3 Establish processes to facilitate after-sales support and customer retention strategies

3.4 Monitor and review after-sales support and customer retention processes

3.5 Adjust processes to optimise customer service and retention

4 Analyse sales and customer activity results

4.1 Identify sales and service report criteria relevant to the interests of stakeholders

4.2 Analyse sales and service data in relation to key performance indicators

4.3 Report on performance and activity data to stakeholders in a timely manner

Skill 

Performance 

Criteria 

Description 

Reading

1.4, 3.1

• Recognises and evaluates complex texts to determine key information

Writing

1.2, 1.3, 1.5, 2.2, 3.2, 3.4, 4.3

• Prepares information which incorporates specialised and cohesive language in a designated format and style appropriate to a specific audience and purpose

Oral Communication

1.2, 1.5, 4.3

• Presents information to a range of audiences using appropriate structure and language
• Uses questioning and active listening to clarify or confirm understanding

Numeracy

2.1, 4.2

• Extracts, evaluates and compares numerical information

Interact with others

1.2, 1.5, 3.4, 4.3

• Recognises and applies the protocols governing what to communicate and how in relation to stakeholders
• Uses a range of persuasive techniques appropriate to audience and environment to negotiate agreeable outcomes

Get the work done

1.1, 1.3, 1.4, 2.1, 2.2, 2.3, 2.4, 2.5, 3.1, 3.4, 3.5, 4.1, 4.2, 4.3

• Sequences and schedules complex activities, monitors implementation and manages relevant communication in relation to database maintenance, contingency planning and retention strategies
• Makes a range of critical and non-critical decisions in relatively complex strategy-development situations, taking a range of constraints into account
• Uses analytical processes to decide on a course of action, establishing criteria for deciding between options when developing strategies
• Uses digital tools to access, analyse and organise complex data

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE605 Develop and maintain a customer engagement marketing strategy

BSBCCO605B Develop and maintain a customer contact marketing strategy

Updated to meet Standards for Training Packages

Name changed to reflect industry practice

Equivalent unit

Release 

Comments 

Release 1

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