Unit of competency Outline

Date retreived
24/07/2026 4:55 AM AWST

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Apply sales procedures

Apply sales procedures

Unit of competency
National Code
AURSCA2003
State Code
WF356
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
17/01/2013
View on TGA
State Implementation and Classification
Approved Date
19/08/2014
Field of Education
080501 - Sales
Original Release Date
19/08/2014
Nominal Hours
16
Description
This unit of competency covers the competence required to use sales techniques and encompasses key selling skills from approaching customer to closing sale. It requires a basic level of product knowledge.Licensing, legislative, regulatory or certification requirements may apply to this unit in some jurisdictions. Users are advised to check with the relevant regulatory authority.
Notes
Elements and Performance Criteria
1. Demonstrate product knowledge
  • 1.1. Knowledge of use and application of products and services is demonstrated
  • 1.2. Experienced sales staff or product information guide are consulted to increase product knowledge
2. Approach customer
  • 2.1. Timing of customer approach is determined and applied
  • 2.2. Effective sales approach is identified and applied
  • 2.3. Positive impression is conveyed to arouse customer interest
  • 2.4. Knowledge of customer buying behaviour is demonstrated
  • 2.5. Customer is focused on specific merchandise
3. Customer response
  • 3.1. Questioning techniques are applied to determine customer buying motives
  • 3.2. Listening skills are used to determine customer requirements
  • 3.3. Non-verbal communication cues are interpreted and clarified
  • 3.4. Customers are identified by name where possible
4. Apply product knowledge
  • 4.1. Customer needs are matched to products and services
  • 4.2. Knowledge of product features and benefits are communicated clearly to customers
  • 4.3. Product use and safety requirements are described to customers
  • 4.4. Customers are referred to product specialist
  • 4.5. Routine customer questions about merchandise, e.g. price, price reductions, quality and usage, are answered accurately and honestly or referred to more experienced sales staff
5. Gather information
  • 5.1. Customer objections are identified and accepted
  • 5.2. Objections are categorised into price, time and merchandise characteristics
  • 5.3. Solutions are offered according to store policy
  • 5.4. Problem solving is applied to overcome customer objections
6. Close sale
  • 6.1. Customer buying signals are monitored, identified and responded to
  • 6.2. Customer is encouraged to make purchase decision
  • 6.3. Method of closing sale is selected and applied
  • 6.4. Legislative and legal sales requirements/procedures are followed
7. Maximise sales opportunities
  • 7.1. Opportunities for making additional sales are recognised and applied
  • 7.2. Customer is advised of complementary products or services according to identified needs
  • 7.3. Personal sales outcomes are reviewed to maximise future sales
RANGE STATEMENT
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Methods
Methods include:
face-to-face selling, telephone/electronic selling and product enquiries
verbal, written and practical demonstrations
Other variables may include:
regular and new customers
sales may be face-to-face or telephone/electronic
Workplace health and safety(WHS) requirements
WHS requirements may include:
state/territory/industry WHS requirements
Resources
Resources may include:
product and services
customers
product and services
customers
videos, selling manuals, brochures, pamphlets, audio tapes
company/industry guidelines
Information/documents
Sources of information/documents may include:
manufacturer/component supplier specifications
enterprise operating procedures
product manufacturer/component supplier specifications
customer requirements
industry/workplace codes of practice
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:
selling enterprise product and services to customers
interpreting and communicating information
the ability to communicate with customers
sales skills
communicating effectively with others involved in or affected by the work
Context of, and specific resources for assessment
Underpinning knowledge and skills may be assessed on or off the job
The following are required:
a workplace or simulated workplace
persons including customers and sales staff
access to products
documentation, store policy and procedures manuals, WHS, legislative and statutory requirements and industry codes of practice
a qualified workplace assessor.
Method of assessment
Assessment of practical skills must take place only after a period of supervised practice and repetitive experience. If workplace conditions are not available assessment, in simulated workplace conditions is acceptable
Prescribed outcome must be able to be achieved without direct supervision
Practical assessments:
access, interpret and apply technical information
apply sales techniques and product knowledge
convey information both orally and in writing
access, interpret and apply sales information
sell products
Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role.
Guidance information for assessment
Replaces
State Code National Code Title Type
W2962 AURS241303A Apply sales procedures Unit of competency
Replaced By
State Code National Code Title Type
AXB29 AURSCA003 Apply sales procedures in an automotive workplace Unit of competency