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.
Relevant contact personnel may include:
internal and external contacts
new or repeat contacts
people from a range of social, cultural and ethnic backgrounds
people with varying physical and mental abilities.
Team members may include:
full-time, part-time, casual or contract staff
people from a range of cultural, social and ethnic backgrounds
people with a range of responsibilities and job descriptions
people with varying degrees of language and literacy.
Supply chain efficiency may be influenced by factors, including:
account management
effectiveness and timeliness of product or service supply
efficacy of supply arrangements and distribution systems
product management
quality, accuracy and timeliness of information provision and communications.
Business policy and procedures in relation to:
client relationship management
interaction with customers
pricing arrangements
sale and distribution of products and services
trading terms.
Methods to identify business customer needs may include:
appropriate questioning and active listening
observation
review of sales records
verbal or non-verbal communication with:
customer contacts
staff
supervisors and management
suppliers.
Promotional activities may include:
advertising
catalogues
corporate or locally-based activities
dealing with advertising agencies and consultants
internal and external activities
internet
newspapers
posters
radio or television
suppliers
website.
Trading terms may be influenced by:
continuous improvement
due diligence requirements
infrastructure and capital outlay requirements
intellectual property and technology rights
market position
organisational systems integration and compatibility
planning cycles and timing
risk sharing
supply chain management
terms and conditions agreed
value for money.

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:
builds sustainable relationships with business customers that deliver agreed business outcomes
identifies key contact personnel for businesses with a given territory or customer account
describes and uses a range of means to identify specific needs of business customers
confirms trading terms for customers according to business policy and procedures.
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 policy and procedures manuals
forecasts for current and future market trends
a range of business customers with different requirements
an appropriate range of products or services
customer information.
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
third-party reports from a supervisor
customer feedback
written or verbal questioning to assess knowledge and understanding.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.