Modification History
Not applicable.
Unit Descriptor
This unit is involves the use of sales techniques and encompasses the key direct selling skills from the initial approach by the customer or service provider to closing the sale. It requires a basic level of product knowledge.
This unit is involves the use of sales techniques and encompasses the key direct selling skills from the initial approach by the customer or service provider to closing the sale. It requires a basic level of product knowledge
Application of the Unit
Not applicable.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
Not applicable.
Elements and Performance Criteria Pre-Content
Not applicable.
Elements and Performance Criteria
Elements and Performance Criteria |
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Element |
Performance Criteria |
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1 |
Apply product knowledge |
1.1 |
Knowledge of the use and application of relevant products and services demonstrated. |
1.2 |
Experienced sales staff or product information guide consulted to increase product knowledge. |
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2 |
Identify specific customer types and behaviour |
2.1 |
Customers identified by type. |
2.2 |
Factors influencing specific customer purchase decisions determined. |
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2.3 |
Factors influencing an individual's buying behaviour isolated and examined. |
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2.4 |
Buying behaviours of different types of customers determined. |
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2.5 |
Sales approaches and techniques required for different customer types determined. |
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2.6 |
Sales techniques required for customers evidencing specific buying behaviour determined. |
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3 |
Sell products to customers |
3.1 |
Effective sales approaches and techniques employed whether the customer or the service provider initiates contact. |
3.2 |
Effective sales approach identified and applied given mode of communication used to interact with customer. |
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3.3 |
Empathy created between service provider and customer. |
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3.4 |
Buying behaviour customer determined. |
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3.5 |
Customer need for specific merchandise confirmed and promoted. |
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4 |
Gather information |
4.1 |
Questioning techniques applied to determine customer buying motives. |
4.2 |
Listening skills used to determine customer requirements. |
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4.3 |
Non-verbal communication cues interpreted and clarified. |
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4.4 |
Customers identified by name where possible. |
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5 |
Sell benefits |
5.1 |
Customer needs matched to appropriate products and services. |
5.2 |
Knowledge of products' features and benefits communicated clearly to customers. |
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5.3 |
Product use and safety requirements described or where possible demonstrated to customers. |
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5.4 |
Customers referred to appropriate product specialist as required. |
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5.5 |
Routine customer questions about merchandise, eg. price, price reductions, quality, usage, are answered accurately and honestly or referred to more experienced senior sales staff. |
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6 |
Overcome objections |
6.1 |
Customer objections identified and accepted. |
6.2 |
Objections categorised into price, time and merchandise characteristics. |
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6.3 |
Solutions offered according to business policy and sales techniques. |
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6.4 |
Problem solving applied to overcome customer objections. |
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7 |
Close sale |
7.1 |
Customer buying signals monitored, identified and responded to appropriately. |
7.2 |
Customer encouraged to make purchase decisions. |
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7.3 |
Appropriate method of closing sale selected and applied. |
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8 |
Maximise sales opportunities |
8.1 |
Opportunities for making additional sales recognised and applied. |
8.2 |
Customer advised of complementary products or services according to customer's identified need. |
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8.3 |
Personal sales outcomes reviewed to maximise future sales. |
Required Skills and Knowledge
Not applicable.
Evidence Guide
The following components of the Evidence Guide relate directly to the Performance Criteria and the Range of Variables for the unit of competency and will inform and provide guidance for assessment of the unit in the workplace and/or training program. This Evidence Guide must be read in conjunction with the Assessment Guidelines for the National Wholesale Training Package.
Critical aspects of evidence
Assessment requires evidence of the following be collected:
Applying product knowledge and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales
Using questioning, listening and observation skills to accurately determine customer requirements
Consistently applying business policies and procedures, in regard to selling products and services
Maximising sales opportunities according to business policies and procedures
consistently applying industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services
Evaluating personal sales performance to maximise future sales
Written and oral workplace-related documents that affect entry level employees, other than work-process items
Effectively communicating summary information to team members and senior colleagues
Interdependent assessment of units
This unit may be assessed in conjunction with other units that form part of a job role or function.
Underpinning knowledge and skills
Display knowledge in terms of job role or function:
Product knowledge including:
Characteristics
Features
Comparative advantages
Price
Availability
Special features (ie. warranties, after sales support, etc.)
A variety of strategies for closing sales
Business policies and procedures, in regard to:
Selling products and services
Allocated duties and responsibilities.
Business merchandise and service range.
Factors influencing customers decisions
Current sales performance
Occupational, health and safety aspects to job
Industry codes of practice
Relevant consumer law, commercial law and legislation
Display skills in terms of job role or function, including the ability to:
Demonstrate knowledge of specific products
Apply techniques covering:
Verbal and non verbal communications
Questioning/listening/observation
Handling difficult customers
Negotiating
Problem solving
Match sales approaches to customer behaviour
Use effective listening and questioning techniques
Respond to customer questions
Identify and categorise customer objections
Recognise opportunities for additional sales to same customer
Monitor personal sales progress
Willingness to learn from others
Resource Implications
Access to required assessment evidence, time spent with assessee in assessment, competency outcomes and appropriate assessment facilities
Consistency in performance
The assessment method should be conducted over time to cover all elements and performance criteria, across a range of variables.
Work practices should be in accordance with safe operating procedures to minimise the risk of injury to self or others or damage to goods, equipment or products
Context for assessment
Assessment may occur on the job, or off-the-job.
The following components of the Evidence Guide relate directly to the Performance Criteria and the Range of Variables for the unit of competency and will inform and provide guidance for assessment of the unit in the workplace and/or training program. This Evidence Guide must be read in conjunction with the Assessment Guidelines for the National Wholesale Training Package.
Critical aspects of evidence
Assessment requires evidence of the following be collected:
Applying product knowledge and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales
Using questioning, listening and observation skills to accurately determine customer requirements
Consistently applying business policies and procedures, in regard to selling products and services
Maximising sales opportunities according to business policies and procedures
consistently applying industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services
Evaluating personal sales performance to maximise future sales
Written and oral workplace-related documents that affect entry level employees, other than work-process items
Effectively communicating summary information to team members and senior colleagues
Interdependent assessment of units
This unit may be assessed in conjunction with other units that form part of a job role or function.
Underpinning knowledge and skills
Display knowledge in terms of job role or function:
Product knowledge including:
Characteristics
Features
Comparative advantages
Price
Availability
Special features (ie. warranties, after sales support, etc.)
A variety of strategies for closing sales
Business policies and procedures, in regard to:
Selling products and services
Allocated duties and responsibilities.
Business merchandise and service range.
Factors influencing customers decisions
Current sales performance
Occupational, health and safety aspects to job
Industry codes of practice
Relevant consumer law, commercial law and legislation
Display skills in terms of job role or function, including the ability to:
Demonstrate knowledge of specific products
Apply techniques covering:
Verbal and non verbal communications
Questioning/listening/observation
Handling difficult customers
Negotiating
Problem solving
Match sales approaches to customer behaviour
Use effective listening and questioning techniques
Respond to customer questions
Identify and categorise customer objections
Recognise opportunities for additional sales to same customer
Monitor personal sales progress
Willingness to learn from others
Resource Implications
Access to required assessment evidence, time spent with assessee in assessment, competency outcomes and appropriate assessment facilities
Consistency in performance
The assessment method should be conducted over time to cover all elements and performance criteria, across a range of variables.
Work practices should be in accordance with safe operating procedures to minimise the risk of injury to self or others or damage to goods, equipment or products
Context for assessment
Assessment may occur on the job, or off-the-job.
Range Statement
The Range of Variables statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. The Range of Variables also provides a focus for assessment and relates to the unit as a whole. The variables listed should be considered indicative rather than exhaustive and should be used as applicable to the job role or function.
General Contexts may include but are not limited to
Type of products and services provided
Business policy and procedures with regard to the acquisition and sale of products and services
Size, type and location of business
Business merchandise range
Strategic measurement and evaluation systems and processes
Characteristics of the specific product(s) or service(s)
Management structure and communication relationships
Business service range
Customers including other businesses or end consumers serviced through business customers or directly
Customers may include people from a range of social, cultural or ethnic backgrounds and physical and mental abilities.
Customers with routine or special requests.
Regular and new customers.
Selling may be face to face or by telephone.
Levels of staffing, eg. staff shortages.
Varying levels of staff training.
Full-time, part-time or casual staff.
Worksite specific context, variations and environments.
Workplace Contexts may include but are not limited to
Workplace-specific guidelines, policies and practices
Conditions of service, legislation and industrial agreements
Consultative processes may involve
Staff members
Teams
Management
Union representatives
Industrial relations, Occupational Health&Safety specialists
Other professional or technical staff
Relevant personnel may vary with context, level of employment, ascribed duties, nature of enquiry or response required.
Applicable State / Territory / Commonwealth regulations and legislation may include but are not limited to
Occupational Health and Safety
Workplace relations
Workers compensation
Industry codes of practice
License, patent or copyright arrangements
Environmental protection legislation
Equal Employment Opportunity and anti-discrimination law
Emergency procedures
Transport, storage and handling of goods
Goods and Services Tax
Australian Competition and Consumer Commission provisions
Trade Practices Act
Sources of information may include but are not limited to
Legislation and regulations
Work procedures and internal manuals
Company operating procedures and instructions
Manufacturer's specifications
Supplier and/ or customer instructions
Manifests
Codes of practice
Quality assurance systems, procedures and policies
Awards, workplace agreements, and other industrial arrangements
Oral/ verbal communication including face to face, telephone, Internet, radio, and such like
Written instructions and communication such as data exchange, letters, e-mails
Non-verbal communication
Feedback
Safety instructions and workplace signage
Direct or indirect
Electronic or hard copy
Policy and protocols
Work site environment factors may include but are not limited to
Product knowledge may include
Warranties
Corresponding benefits of various products
Use-by dates
Storage requirements
Stock availability
Purchase methods may include :
Electronic Data Interchange
Credit card
Cheques
Standing offers
Cash
Agreed means
Records may include
Purchase requests and orders
Tender submissions and proposals
Invoices and payment requests
Statements and petty cash vouchers
Offer and contract documents
Evaluation process documentation
Records of authorised officers' decisions
Corporate credit card transaction statements
Records of supplier performance
Financial statements
Asset registers
Records of conversation
Sales objectives / targets may vary with
Product and/ or service
Merchandising/ sales strategy
Sales
Promotional strategies and their duration, cycle, territory coverage and product or service focus.
Sales techniques may include but not be limited to
Gaining a customer
Closing a sale
Associates sales techniques including trade-up, trade-in, tie-ins, cut-ins, range-ins
Negotiation skills
Over-the-'phone empathy creation
Securing payment
Credit check procedures may be
Automated or manual
Completed internally or by external agent
Credit card details include
Card type
Card holder details
Card number
Expiry date
The Range of Variables statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. The Range of Variables also provides a focus for assessment and relates to the unit as a whole. The variables listed should be considered indicative rather than exhaustive and should be used as applicable to the job role or function.
General Contexts may include but are not limited to
Type of products and services provided
Business policy and procedures with regard to the acquisition and sale of products and services
Size, type and location of business
Business merchandise range
Strategic measurement and evaluation systems and processes
Characteristics of the specific product(s) or service(s)
Management structure and communication relationships
Business service range
Customers including other businesses or end consumers serviced through business customers or directly
Customers may include people from a range of social, cultural or ethnic backgrounds and physical and mental abilities.
Customers with routine or special requests.
Regular and new customers.
Selling may be face to face or by telephone.
Levels of staffing, eg. staff shortages.
Varying levels of staff training.
Full-time, part-time or casual staff.
Worksite specific context, variations and environments.
Workplace Contexts may include but are not limited to
Workplace-specific guidelines, policies and practices
Conditions of service, legislation and industrial agreements
Consultative processes may involve
Staff members
Teams
Management
Union representatives
Industrial relations, Occupational Health&Safety specialists
Other professional or technical staff
Relevant personnel may vary with context, level of employment, ascribed duties, nature of enquiry or response required.
Applicable State / Territory / Commonwealth regulations and legislation may include but are not limited to
Occupational Health and Safety
Workplace relations
Workers compensation
Industry codes of practice
License, patent or copyright arrangements
Environmental protection legislation
Equal Employment Opportunity and anti-discrimination law
Emergency procedures
Transport, storage and handling of goods
Goods and Services Tax
Australian Competition and Consumer Commission provisions
Trade Practices Act
Sources of information may include but are not limited to
Legislation and regulations
Work procedures and internal manuals
Company operating procedures and instructions
Manufacturer's specifications
Supplier and/ or customer instructions
Manifests
Codes of practice
Quality assurance systems, procedures and policies
Awards, workplace agreements, and other industrial arrangements
Oral/ verbal communication including face to face, telephone, Internet, radio, and such like
Written instructions and communication such as data exchange, letters, e-mails
Non-verbal communication
Feedback
Safety instructions and workplace signage
Direct or indirect
Electronic or hard copy
Policy and protocols
Work site environment factors may include but are not limited to
Product knowledge may include
Warranties
Corresponding benefits of various products
Use-by dates
Storage requirements
Stock availability
Purchase methods may include :
Electronic Data Interchange
Credit card
Cheques
Standing offers
Cash
Agreed means
Records may include
Purchase requests and orders
Tender submissions and proposals
Invoices and payment requests
Statements and petty cash vouchers
Offer and contract documents
Evaluation process documentation
Records of authorised officers' decisions
Corporate credit card transaction statements
Records of supplier performance
Financial statements
Asset registers
Records of conversation
Sales objectives / targets may vary with
Product and/ or service
Merchandising/ sales strategy
Sales
Promotional strategies and their duration, cycle, territory coverage and product or service focus.
Sales techniques may include but not be limited to
Gaining a customer
Closing a sale
Associates sales techniques including trade-up, trade-in, tie-ins, cut-ins, range-ins
Negotiation skills
Over-the-'phone empathy creation
Securing payment
Credit check procedures may be
Automated or manual
Completed internally or by external agent
Credit card details include
Card type
Card holder details
Card number
Expiry date
Unit Sector(s)
Not applicable.