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 candidate, accessibility of the item, and local industry and regional contexts) may also be included.


a continuous process of gathering the names of potential buyers who are likely to be interested in the purchasing the salesperson's product. These may include:
friends and family
referrals
business associates and associations
internal company referral systems
networking groups and events
direct mail
databases
brokers
advertisements
telemarketing


organisation values, mission and ethics

customer charter information

types of products and services

how process works


determining the nature of the person's relationship to a referee

asking the caller what aspects of their finances they most need to focus on now and attend to these concerns

assessing for risk or apprehension in the potential client

using silence appropriately


open and closed questions

checking perceptions

repeating back prospect's understanding of products and services


no perceived need

uncertainty about product or service

price resistance

timing issues

poor rapport with salesperson


listing and describing superior benefits of products and services

using assertive messages

providing additional information, education, and support such as statistical information

giving trial offers or offers of incentive

giving referrals such as satisfied customers to contact

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

To achieve competency in this unit, a person must be able to demonstrate:

cold calling, relationship building and prospecting skills

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:
This unit may be assessed in the workplace or a simulated environment.

Resources required for assessment:
Assessment of this unit of competence requires access appropriate documentation and resources normally used in the workplace.