Unit of competency Outline
Date retreived
23/07/2026 4:50 AM AWST
23/07/2026 4:50 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
BSBCCO303A
BSBCCO303A
State Code
D0612
D0612
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
15/07/2008
Field of Education
080505 - Marketing
Original Release Date
15/07/2008
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to undertake a telemarketing campaign which may involve both inbound and outbound calling.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Prepare for telemarketing campaign
- 1.1. Study and clarify campaign details and prepare call/contact guides for telemarketing campaign
- 1.2. Learn the features of the product/service to be marketed
- 1.3. Discuss operational boundaries and targets with relevant personnel
- 1.4. Develop proficiency in the use of 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 call/contact guides meet relevant legislation, codes, regulations and standards
2. Conduct telemarketing campaign
- 2.1. Make customer contact in the most efficient manner possible
- 2.2. Conduct contact in accordance with call/contact guide, enterprise policies and procedures
- 2.3. Answer all customer queries with professional responses
- 2.4. Explain features and benefits of products to customers, where appropriate
- 2.5. Use active listening techniques to create positive customer responses
- 2.6. Improvise on call/contact guide content to suit customer needs
- 2.7. Identify positive sales responses from customers
- 2.8. Develop positive customer responses into sales opportunities
- 2.9. Close sales efficiently
- 2.10. Escalate customer queries which cannot be satisfied, in accordance with enterprise policy
3. Manage negative customer responses
- 3.1. Counter negative customer responses to the product or organisation with positive features and benefits
- 3.2. Respond to personal or irrelevant negative customer responses politely
- 3.3. Identify limits of the organisation's tolerance to negatively responding customers
- 3.4. Identify when to end a negative customer contact
- 3.5. Identify negative customer responses which require escalation and escalate appropriately
- 3.6. Develop strategies to recover from negative customer responses and to remain positive for next contacts
4. Complete sales
- 4.1. Record all details of sale accurately and in accordance with procedures
- 4.2. Discuss and agree payment arrangements with customer and action in accordance with enterprise policy
- 4.3. Advise customers of payment procedures
- 4.4. Record and verify credit card details with customer, where appropriate and in accordance with organisational protocols
- 4.5. Discuss and agree delivery arrangements with the customer and record and action, where applicable
- 4.6. Activate the fulfilment processes necessary to complete the sale
- 4.7. Apply privacy requirements during the transaction
5. Record campaign results
- 5.1. Collate and present contact records in accordance with enterprise policy
- 5.2. Record and report any difficulties not escalated
- 5.3. Analyse performance against agreed targets to identify future improvement
- 5.4. Amend any errors in databases
call closing technique
call flow
features and benefits
greeting etiquette
pricing
product/service features
regulatory, legislative and organisational requirements
customer retention activities such as re-contracting, loyalty and incentive programs and offering value added services
fundraising
product sales
service sales
up sell and cross sell
training
discretion to deviate from the call/contact guide
guidelines and parameters within which the telemarketer can operate
limits of interchange with the customer
mandatory and voluntary requirements
relevant regulatory, legislative and organisational requirements
be modified for use by people with a disability
include:
information systems
sales tracking technology
telecommunications systems
call volumes
conversion rates
sales made
retention rates
Consumer Credit Code
Do Not Call Register
equal employment opportunity and anti-discrimination legislation
Freedom of Information
industry specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act
criticising the product or organisation
crude or offensive language
declining further contact
personal insults or threats
cash
cheque
credit card
EFTPOS
money order
payment on delivery
card holder details
card number
expiry date
business directory
enterprise records
sales records
telephone directories
call flow
features and benefits
greeting etiquette
pricing
product/service features
regulatory, legislative and organisational requirements
customer retention activities such as re-contracting, loyalty and incentive programs and offering value added services
fundraising
product sales
service sales
up sell and cross sell
training
discretion to deviate from the call/contact guide
guidelines and parameters within which the telemarketer can operate
limits of interchange with the customer
mandatory and voluntary requirements
relevant regulatory, legislative and organisational requirements
be modified for use by people with a disability
include:
information systems
sales tracking technology
telecommunications systems
call volumes
conversion rates
sales made
retention rates
Consumer Credit Code
Do Not Call Register
equal employment opportunity and anti-discrimination legislation
Freedom of Information
industry specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act
criticising the product or organisation
crude or offensive language
declining further contact
personal insults or threats
cash
cheque
credit card
EFTPOS
money order
payment on delivery
card holder details
card number
expiry date
business directory
enterprise records
sales records
telephone directories
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
meeting of agreed call/sales ratios
achievement of sales targets
accurate application of pre-prepared call/contact guide
management of negative customer contact without disruption to operations
accurate recording of sales, payment and delivery arrangements
successful handling of difficulties incurred during campaign
knowledge of legislative and regulatory codes and requirements.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data (including call/contact guides)
access to performance management, sales performance and quality assurance documentation and records
access to relevant legislation, regulatory requirements, organisational standards and guidelines.
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 on-the-job performance by the candidate
review of performance and sales results
direct observation during sales process including negative customer contacts
oral and/or written questioning to assess knowledge of sales techniques, legislative and regulatory requirements
review of quality assurance records
audit of customer and sales records.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO304B Provide sales solutions to customers
BSBCUS301A Deliver and monitor a service to customers
other sales units.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
meeting of agreed call/sales ratios
achievement of sales targets
accurate application of pre-prepared call/contact guide
management of negative customer contact without disruption to operations
accurate recording of sales, payment and delivery arrangements
successful handling of difficulties incurred during campaign
knowledge of legislative and regulatory codes and requirements.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data (including call/contact guides)
access to performance management, sales performance and quality assurance documentation and records
access to relevant legislation, regulatory requirements, organisational standards and guidelines.
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 on-the-job performance by the candidate
review of performance and sales results
direct observation during sales process including negative customer contacts
oral and/or written questioning to assess knowledge of sales techniques, legislative and regulatory requirements
review of quality assurance records
audit of customer and sales records.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO304B Provide sales solutions to customers
BSBCUS301A Deliver and monitor a service to customers
other sales units.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C5402 | ICTCC340A | Conduct a telemarketing campaign | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8044 | BSBCCO303B | Conduct a telemarketing campaign | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D131 | BSB20207 | Certificate II in Customer Contact | Qualification |
| D133 | BSB30207 | Certificate III in Customer Contact | Qualification |