Unit of competency Outline

Date retreived
23/07/2026 12:02 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 a telemarketing campaign

Conduct a telemarketing campaign

Unit of competency
National Code
BSBCUE303
State Code
AUJ62
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080505 - Marketing
Original Release Date
15/09/2015
Nominal Hours
40
Description
This unit describes the skills and knowledge required to prepare, conduct and review a telemarketing campaign, which may involve both inbound and outbound calling.It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgment and relevant theoretical knowledge, and who may provide technical advice and support to a team.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Prepare for telemarketing campaign
  • 1.1 Study and clarify campaign details with team members, and prepare engagement guides for telemarketing campaign
  • 1.2 Learn features of product or service to be marketed
  • 1.3 Discuss operational boundaries and targets with relevant personnel
  • 1.4 Develop proficiency using relevant technology
  • 1.5 Develop strategies to achieve sales targets
  • 1.6 Identify and develop a clear understanding of fulfilment processes
  • 1.7 Ensure campaign and engagement guides meet relevant legislation, codes, regulations and standards
2 Conduct planned telemarketing activity
  • 2.1 Make customer engagement in most efficient manner possible
  • 2.2 Conduct engagement according to engagement guide, and enterprise policies and procedures
  • 2.3 Answer customer queries with professional responses, using active listening
  • 2.4 Explain features and benefits of products or services to customers, where appropriate
  • 2.5 Improvise on engagement guide content to suit customer needs
  • 2.6 Identify positive sales responses from customers and develop them into sales opportunities
  • 2.7 Close sales efficiently
  • 2.8 Escalate customer queries that cannot be satisfied, according to enterprise policy
3 Manage negative customer responses
  • 3.1 Counter negative customer responses to product, service or organisation with positive features and benefits
  • 3.2 Respond politely to personal or irrelevant negative customer responses
  • 3.3 Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer engagement accordingly
  • 3.4 Escalate negative customer responses appropriately
  • 3.5 Develop strategies to recover from negative customer responses and remain positive for next engagement
4 Complete sales
  • 4.1 Record details of sale according to procedures
  • 4.2 Discuss and agree payment arrangements with customer and action according to organisational policy
  • 4.3 Advise customer of payment procedures
  • 4.4 Record and verify credit card details with customer where appropriate and according to organisational protocols
  • 4.5 Discuss and agree delivery arrangements with customer and record and action, where applicable
  • 4.6 Activate fulfilment processes necessary to complete sale
  • 4.7 Apply privacy requirements during transactions
5 Record campaign results
  • 5.1 Collate and present engagement records according to organisational policy
  • 5.2 Record and report difficulties not escalated
  • 5.3 Analyse performance against agreed targets to identify future improvements
  • 5.4 Amend errors and omissions in databases
No information
No information
Replaces
State Code National Code Title Type
S8044 BSBCCO303B Conduct a telemarketing campaign Unit of competency
Replaced By
State Code National Code Title Type
OCF52 BSBMKG442 Conduct e-marketing communications Unit of competency
State Code National Code Title Type
AVS6 BSB30215 Certificate III in Customer Engagement Qualification
AVZ3 FNS30615 Certificate III in Insurance Broking Qualification