Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required by a retail or wholesale business to enhance customer sales and relationships through adoption of an online strategy. |
Application of the Unit
Application of the unit |
This unit requires the team member to perform market analysis and establish data collection and processing tools to determine current and future online service and sales strategies for maximising sales and service delivery and online customer retention. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
Nil |
Employability Skills Information
Employability skills |
The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
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1 |
Develop an electronic sales strategy. |
1.1 |
Determine online sales strategy . |
1.2 |
Confirm performance indicators for online sales strategy. |
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1.3 |
Set online sales budget. |
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1.4 |
Establish mechanisms to collate and report online sales data. |
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1.5 |
Maximise conversion of customer contact into improved sales through an online sales strategy. |
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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 . |
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2.3 |
Assess appropriateness of the existing product and service profile and range as part of the online service strategy. |
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2.4 |
Determine means to acquire customers online. |
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2.5 |
Determine means to improve retention of online customers . |
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2.6 |
Establish revenue benefits of an online service strategy. |
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2.7 |
Determine means to use information and communication technologies to improve customer satisfaction. |
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3 |
Optimise retail web presence. |
3.1 |
Integrate sales and service strategies. |
3.2 |
Confirm customer segments. |
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3.3 |
Determine personal preferences and needs of customers within market segment on an ongoing basis. |
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3.4 |
Establish pricing rules for online products and services. |
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3.5 |
Ensure web presence attracts target customers. |
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3.6 |
Construct web presence and systems to permit customer preferences and needs to be determined in an ongoing manner. |
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4 |
Build relationships with online customers. |
4.1 |
Analyse customer relationship management systems and models. |
4.2 |
Manage online relationships to retain customers. |
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4.3 |
Manage sales and service strategies to reinforce relationships with online customers. |
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4.4 |
Collect diagnostic data to support the delivery of services to meet customer behaviours and expectations. |
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4.5 |
Share strategic data on customer behaviour with vendors and web designers. |
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4.6 |
Optimise loyalty of online customers. |
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Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit:
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The following knowledge must be assessed as part of this unit:
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure access to:
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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:
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Assessing employability skills |
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification. |
Range Statement
RANGE STATEMENT |
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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. |
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Sales strategy may vary according to: |
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Mechanisms to collate and report online sales data may include: |
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Customer contact may occur via: |
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Arrangements with suppliers may relate to: |
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Customers may include: |
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Means to retain or acquire online customers may include consideration of: |
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Information and communication technologies may include: |
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Web presence may include: |
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Diagnostic data may be: |
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Strategic data may include: |
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Unit Sector(s)
Sector |
Cross-Sector |
Competency field
Competency field |
E-Business |