Unit of competency Outline

Date retreived
23/07/2026 6:21 AM AWST

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Provide sales solutions to customers

Provide sales solutions to customers

Unit of competency
National Code
BSBCCO304C
State Code
S8045
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
28/11/2011
View on TGA
State Implementation and Classification
Approved Date
19/06/2014
Field of Education
080501 - Sales
Original Release Date
19/06/2014
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to process sales enquiries requiring complex solutions and to follow up to ensure customer satisfaction.Competence in this unit requires effective customer service and sales skills, and the provision of the required levels of sales support for customers. It may involve performing credit checks and using systems and technology at varying levels.
Notes
Elements and Performance Criteria
1. Identify customer needs
  • 1.1 Question customers in detail and listen actively to determine product and service requirements
  • 1.2 Verify and agree customer needs with the customer
  • 1.3 Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to the closing of the sale and customer understanding and decision making
  • 1.4 Identify customer’s financial limitations
  • 1.5 Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer
2. Respond to customer needs
  • 2.1 Prepare, present and discuss estimates and quotes with customer, as the role permits
  • 2.2 Explain fully benefits of the various options and pricing structures to the customer
  • 2.3 Give customer the opportunity to question options and quotes provided
  • 2.4 Promote advantages of dealing with the organisation
  • 2.5 Manage customer objections effectively by promoting specific benefits
3. Close sales
  • 3.1 Agree on product or service to be purchased with the customer
  • 3.2 Establish customer’s preferred purchase and payment arrangements
  • 3.3 Finalise documentation relating to sale and forward to customer for agreement and signature
  • 3.4 Negotiate and arrange payment method with customer
  • 3.5 Conduct appropriate credit checks
  • 3.6 Clearly record delivery/installation arrangements as agreed with customer
  • 3.7 Comply with relevant legislation, codes, regulations and standards during the contact and sale
4. Input sales records
  • 4.1 Fully record details of sale
  • 4.2 Amend existing customer records where appropriate
  • 4.3 Initiate invoices according to organisational policy
  • 4.4 Organise delivery/installation according to organisational policy
5. Provide sales support where required
  • 5.1 Verify customer satisfaction after delivery/installation
  • 5.2 Identify additional action to satisfy customer needs
  • 5.3 Initiate action in an efficient and timely manner
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.

Product and service requirementsmay include:
different products or services that meet customer needs, which may include:
pricing differentials
product models
product or service mixes
product or service types.
Technical and specialist advicemay include:
discussion with:
product or service specialists
product or service providers
marketing staff
escalation of contact to:
product or service specialists
product or service providers
marketing staff.
Salemay include:
amendments to previous sale arrangements
product or service
purchase provision
variation to existing product or service
upgrade of current product or service.
Purchase and payment arrangementsmay include:
cash
cheque
credit card
direct debit
money order
payment on delivery.
Credit checksmay be:
automated
undertaken by sales person or by specialist staff within the organisation.
Relevant legislation, codes, regulations and standardsmay include:
Consumer Credit Code
equal employment opportunity and anti-discrimination legislation
Privacy Act
Telecommunications Act
Trade Practices Act/Competition and Consumer Act
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
Evidence of the ability to:
match product or service to customer need
clearly explain prices relating to product or service offered
apply appropriate credit checks
arrange customer payments
reach agreement with customers as to payment and delivery arrangements
record sales, payments and delivery arrangements.
Context of and specific resources for assessment
Assessment must ensure access to:
relevant standards, guidelines and legislation
workplace information and data
relevant resources
work environment or simulated customer contact centre to observe interaction with customers.
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:
direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate
direct observation of interaction with customers
review of record of sale and customer satisfaction
review of agreed payment methods and credit checks
oral and/or written questioning to assess knowledge of security and operational systems and organisational requirements.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO301B Use multiple information systems
BSBCUS301B Deliver and monitor a service to customers.
Replaces
State Code National Code Title Type
WB892 BSBCCO304B Provide sales solutions to customers Unit of competency
Replaced By
State Code National Code Title Type
AUH95 BSBCUE304 Provide sales solutions to customers Unit of competency