Unit of competency Outline
Date retreived
23/07/2026 12:27 AM AWST
23/07/2026 12:27 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Conduct telemarketing
Conduct telemarketing
Unit of competency
National Code
SIRXMPR003A
SIRXMPR003A
State Code
S6162
S6162
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
05/06/2008
Field of Education
080505 - Marketing
Original Release Date
05/06/2008
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to apply telemarketing techniques to secure orders or sales through directly approaching customers or by responding to incoming calls from customers.
Notes
Elements and Performance Criteria
1. Confirm telemarketing processes.
- 1.1.Obtain and confirm details of campaign.
- 1.2.Clarify matters relating to campaign objectives or responsibilities with relevant personnel.
- 1.3.Prepare call guides and action lists where required.
- 1.4.Determine technology required for completion of assigned roles in campaigns.
2. Respond to customer enquiries using telemarketing technology.
- 2.1.Clearly establish customer needs.
- 2.2.Satisfy customer enquiries in a prompt and efficient manner.
- 2.3.Refer enquiries beyond individual capabilities or beyond scope of the campaign to relevant personnel or record for later response.
- 2.4.Follow up on information not supplied to the customer on initial enquiry and relay to the customer within the quickest possible time.
- 2.5.Apply sales and service techniques according to business and industry standards.
- 2.6.Discuss and confirm payment options with customer during sales transaction.
- 2.7.Confirm supply arrangements with customer during sales transaction.
3. Seek customers using telemarketing technology.
- 3.1.Identify and confirm call targets.
- 3.2.Identify telephone numbers from database.
- 3.3.Complete calls in the most efficient manner possible.
- 3.4.Ensure call principles and procedures conform to business policy and procedures.
- 3.5.Record customer responses accurately to required level of detail.
- 3.6.Answer customer queries or refer to appropriate personnel according to business policy and procedures.
- 3.7.Action customer requests, according to business policy and procedures.
4. Process telemarketing customer sales and orders.
- 4.1.Record and report customer requirements.
- 4.2.Accurately record customer particulars.
- 4.3.Complete and report appropriate records, according to business processes and technology.
- 4.4.Process customer’s preferred payment and delivery options.
- 4.5.Arrange credit checks, according to business and industry policy and requirements.
- 4.6.Fully apply privacy arrangements during transaction.
5. Maintain telemarketing systems and technology.
- 5.1.Maintain telemarketing systems and technology to business and manufacturer requirements.
- 5.2.Report faults or safety problems with telemarketing systems and work space to relevant personnel.
6. Record campaign results.
- 6.1.Process campaign results and records according to business processes and technology.
- 6.2.Convey difficulties encountered reporting and recording campaign results to appropriate personnel.
- 6.3.Assess performance against agreed targets and analyse for future improvement.
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.
Campaign may vary to accommodate regional variations in:
demographics
economics
competition
social and cultural factors
political influences
legal factors
natural factors
technology.
Campaign objectives may vary according to:
product or service
merchandising and sales strategy
sales
promotional strategies, including:
duration
cycle
territory coverage
product or service focus.
Relevant personnel may include:
supervisor
team leader
manager
specialist technical staff.
Call guides may be:
prepared internally or externally
in hard or electronic form
automated or manual.
Technology may include:
personal computers or terminals, which may be stand-alone or networked
point-of-sale terminals
telecommunications equipment
software, including:
word processing
databases
spreadsheets
financial
inventory
electronic data interchange (EDI).
Customers may include:
new or repeat contacts
external and internal contacts
business customers or individuals
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Customer enquiries may relate to:
warranties
use-by dates
storage requirements
stock availability
product range
features and benefits of products
price
delivery
progress of order placed.
Sales and service techniques may include:
questioning and active listening
sales closing techniques
associated sales techniques, including:
trade-up
trade-in
tie-ins
cut-ins
range-ins
negotiation skills
over-the-phone empathy creation
securing payment.
Payment options may include:
credit card
electronic funds transfer
cheque
money order
hire purchase
cash on delivery (COD)
customer account.
Supply arrangements may include:
delivery of products
provision of services
maintenance and support agreements
leasing agreements and consultancies
research and development.
Business policy and procedures may relate to:
use of telecommunications technology
maintaining and utilising client records
promotional and marketing programs
sale and supply of products and services
interaction with customers.
Customer requirements may relate to:
product type
brand
size
quantity
product characteristics
method of delivery
price.
Customer particulars may include:
customer's name and contact details
transaction records
personal preferences
anniversaries and special dates
details of items bought or returned.
Credit check procedures may include:
automated or manual
completed internally or by external agent.
Faults or safety problems may include:
spills
sharp edges
loose wiring
transaction faults
equipment and technology faults.
Records may include:
manual or electronic records
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.
Campaign may vary to accommodate regional variations in:
demographics
economics
competition
social and cultural factors
political influences
legal factors
natural factors
technology.
Campaign objectives may vary according to:
product or service
merchandising and sales strategy
sales
promotional strategies, including:
duration
cycle
territory coverage
product or service focus.
Relevant personnel may include:
supervisor
team leader
manager
specialist technical staff.
Call guides may be:
prepared internally or externally
in hard or electronic form
automated or manual.
Technology may include:
personal computers or terminals, which may be stand-alone or networked
point-of-sale terminals
telecommunications equipment
software, including:
word processing
databases
spreadsheets
financial
inventory
electronic data interchange (EDI).
Customers may include:
new or repeat contacts
external and internal contacts
business customers or individuals
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Customer enquiries may relate to:
warranties
use-by dates
storage requirements
stock availability
product range
features and benefits of products
price
delivery
progress of order placed.
Sales and service techniques may include:
questioning and active listening
sales closing techniques
associated sales techniques, including:
trade-up
trade-in
tie-ins
cut-ins
range-ins
negotiation skills
over-the-phone empathy creation
securing payment.
Payment options may include:
credit card
electronic funds transfer
cheque
money order
hire purchase
cash on delivery (COD)
customer account.
Supply arrangements may include:
delivery of products
provision of services
maintenance and support agreements
leasing agreements and consultancies
research and development.
Business policy and procedures may relate to:
use of telecommunications technology
maintaining and utilising client records
promotional and marketing programs
sale and supply of products and services
interaction with customers.
Customer requirements may relate to:
product type
brand
size
quantity
product characteristics
method of delivery
price.
Customer particulars may include:
customer's name and contact details
transaction records
personal preferences
anniversaries and special dates
details of items bought or returned.
Credit check procedures may include:
automated or manual
completed internally or by external agent.
Faults or safety problems may include:
spills
sharp edges
loose wiring
transaction faults
equipment and technology faults.
Records may include:
manual or electronic records
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.
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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
satisfactory processing of a customer enquiry relating to a specific marketing campaign
satisfactory processing of incoming sales calls from customers
satisfactory processing or outgoing contact with customers to obtain sales, or recall or regain a customer
matching customer requirements with business offerings
recording sales
retaining or regaining customers
successful handling of a range of customer contingencies encountered during performance of telemarketing duties
completion of communication tasks according to business procedures, e.g. phone orders and accompanying written confirmations, faxed order forms and confirmation documents, electronic order lodgement and accompanying hard copies of computer documents.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
store policy and procedures manuals
campaign details
call guides
order forms
a range of communication equipment.
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:
observation of the candidate in the workplace
third-party reports from a supervisor
customer feedback
role play
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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
satisfactory processing of a customer enquiry relating to a specific marketing campaign
satisfactory processing of incoming sales calls from customers
satisfactory processing or outgoing contact with customers to obtain sales, or recall or regain a customer
matching customer requirements with business offerings
recording sales
retaining or regaining customers
successful handling of a range of customer contingencies encountered during performance of telemarketing duties
completion of communication tasks according to business procedures, e.g. phone orders and accompanying written confirmations, faxed order forms and confirmation documents, electronic order lodgement and accompanying hard copies of computer documents.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
store policy and procedures manuals
campaign details
call guides
order forms
a range of communication equipment.
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:
observation of the candidate in the workplace
third-party reports from a supervisor
customer feedback
role play
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.
No information
| State Code | National Code | Title | Type |
|---|---|---|---|
| J144 | SIR20212 | Certificate II in Retail Services | Qualification |