Elements and Performance Criteria

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 individual, accessibility of the item, and local industry and regional contexts) may also be included.
Communication may include:
body language, including facial expressions
electronic media, such as email
reading, writing, speaking and listening
telephone
assistive technology, such as telephone typewriter (TTY)
forms of visual communication, such as sign language
languages other than English, including local community languages and Indigenous languages
using open and inclusive language.
Supervisors and team members may:
be responsible for a range of workplace functions
come from a variety of social, cultural and ethnic backgrounds
vary in competencies
vary in literacy and numeracy skills.
Feedback may be sought and given:
in groups
in writing
individually
verbally.
Training and development may include:
coaching and mentoring
conferences
formal training or education
informal learning
information seminars
job rotation
online learning.
Sales techniques may include:
closing a sale
cut-ins
gaining a customer
negotiation skills
over-the-phone empathy creation
range-ins
securing payment
tie-ins
trade-ins
trade-ups.
Business customer may include:
commercial companies
community and not-for-profit organisations
customers with routine or special requests
governments
internal business units and divisions
new or repeat contacts
people from a range of social, cultural and ethnic backgrounds
people with varying physical and mental abilities
public agencies or organisations.
Territory may be defined by:
account customers
demographic parameters
size, type and location of stores
territory size, location and geographic spread.
Sales, service and performance strategies may vary according to:
product or service
promotional strategies in regard to:
duration
cycle
area or territory coverage
product
service focus sales
objectives
targets, such as:
price
profit
brand share
market share
sales outcomes.
Resources may include:
relevant information
training materials
workplace equipment and technology.
Advantages and benefits may include:
associated promotions
associated sales
market share
presentation or merchandising of the product
price
promotional tie-ins or co-location
quality
volume of sales.
Matters affecting trading terms may include:
continuous improvement
cost and price analysis
due diligence requirements
infrastructural and capital outlay requirements
intellectual property and technology rights
market position
organisational systems integration and compatibility
planning cycles and the time of the year
risk sharing
supply chain management
terms and conditions agreed
value for money
value management.

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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
maximises sales opportunities by using effective selling techniques, applying detailed product knowledge and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales
communicates performance summary information effectively to team members and senior colleagues according to business policy and procedures
participates in personal and team sales performance evaluation to maximise future sales
actively seeks feedback from peers and supervisors to identify personal skills gaps
maintains communication with supervisors to access training and development needs in an agreed timeframe within the context of required work activities
identifies, describes and constructs the foundations required for long-term customer relationships.
Context of and specific resources for assessment
Assessment must ensure access to:
a business-to-business sales work environment
relevant sources of product information
relevant documentation, such as:
business policy and procedures manuals
industry codes of practice and relevant legislation
WHS legislation and codes of practice
a range of business customers with different requirements
an appropriate range of products or equipment.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
customer feedback
written or verbal questioning to assess knowledge and understanding
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.