Unit of competency Outline
Date retreived
23/07/2026 12:14 AM AWST
23/07/2026 12:14 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.
Optimise customer and territory coverage
Optimise customer and territory coverage
Unit of competency
National Code
SIRWSLS003A
SIRWSLS003A
State Code
S6106
S6106
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
01/04/2008
Field of Education
080501 - Sales
Original Release Date
01/04/2008
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to efficiently plan and service business customers within a defined territory and seek opportunities to improve territory coverage.
Notes
Elements and Performance Criteria
1 Establish coverage plan for a territory.
- 1.1 Ensure coverage plans meet business performance objectives and service standards.
- 1.2 Set territory coverage plans to ensure customer coverage in a timely and effective manner.
2 Report on business visits.
- 2.1 Complete business visits according to territory plan.
- 2.2 Establish procedures for field team to collect and report customer information and feedback.
- 2.3 Analyse and action customer feedback from a territory, or send to relevant territory or management personnel for action.
- 2.4 Prepare required documentation immediately after each business visit.
- 2.5 Collate documentation from business visits and keep in a secure location.
- 2.6 Prepare documentation and submit according to agreed timeframe, format and level of detail.
3 Improve customer or territory coverage.
- 3.1 Determine needs and expectations of business customers.
- 3.2 Determine current satisfaction levels with service and product.
- 3.3 Initiate actions to improve business customer satisfaction levels.
- 3.4 Seize opportunities to optimise coverage of a territory.
- 3.5 Seize opportunities to optimise coverage for a customer.
- 3.6 Confirm opportunities for merchandising improvements or joint promotional activities with business customers and report to relevant supervisor.
types of products and services provided
business policy and procedures with regard to acquisition and sale of products and services
size, type and location of business
business merchandise range
strategic measurement and evaluation systems and processes
characteristics of the specific products or services
management structure and communication relationships
business service range
customers, including other businesses or end consumers serviced through business customers or directly
varying levels of staff training
worksite-specific context, variations and environments.
market share
positioning with local businesses
price
quality
volume of sales
presentation or merchandising of products or services
customer retention
shift in sales demographics.
relevant business policy and procedures
relevant legislation and statutory requirements
types of products and services provided
size, type and location of business
business merchandise range
characteristics of the specific products or services
customer demographics
customer confidence and expectations.
business customers or individuals
new or repeat contacts
external and internal contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
size, type and location of stores
demographic parameters
territory size, location and geographic spread
account customers.
name and contact details
transaction records
needs and preferences
details of items bought or returned.
verbally
in writing
in groups
individually.
competitor activities
pricing
satisfaction levels
needs, preferences and requests
product turnover
recalls
product problems
display disputes
end consumer complaints.
shelf management
missing tickets
missing lines.
manufacturer product or service campaigns
loyalty programs
seasonal campaigns
events
sales discounts
special displays
gift merchandise and promotional materials
staff uniforms, badges, hats, etc.
advertising materials.
business policy and procedures with regard to acquisition and sale of products and services
size, type and location of business
business merchandise range
strategic measurement and evaluation systems and processes
characteristics of the specific products or services
management structure and communication relationships
business service range
customers, including other businesses or end consumers serviced through business customers or directly
varying levels of staff training
worksite-specific context, variations and environments.
market share
positioning with local businesses
price
quality
volume of sales
presentation or merchandising of products or services
customer retention
shift in sales demographics.
relevant business policy and procedures
relevant legislation and statutory requirements
types of products and services provided
size, type and location of business
business merchandise range
characteristics of the specific products or services
customer demographics
customer confidence and expectations.
business customers or individuals
new or repeat contacts
external and internal contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
size, type and location of stores
demographic parameters
territory size, location and geographic spread
account customers.
name and contact details
transaction records
needs and preferences
details of items bought or returned.
verbally
in writing
in groups
individually.
competitor activities
pricing
satisfaction levels
needs, preferences and requests
product turnover
recalls
product problems
display disputes
end consumer complaints.
shelf management
missing tickets
missing lines.
manufacturer product or service campaigns
loyalty programs
seasonal campaigns
events
sales discounts
special displays
gift merchandise and promotional materials
staff uniforms, badges, hats, etc.
advertising materials.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identifies and describes business performance objectives and service standards
visits and communicates effectively with business customers to capture accurate and relevant feedback for an assigned territory as frequently as required
prepares accurate and insightful reports on customer feedback and business visits according to agreed timelines, format and level of detail
arranges joint promotional activities to enhance business customer and end consumer satisfaction levels and attain sales targets
identifies and seizes opportunities to improve territory coverage or service efficiency
completes all tasks in a satisfactory and timely manner, and in consideration of sales and service standards and objectives.
Context of and specific resources for assessment
Assessment must ensure access to:
a wholesale work environment
relevant documentation, such as:
business policy and procedures
business plans and objectives
a range of business customers with different requirements
appropriate business technology.
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 performance in the workplace
third-party reports from a supervisor
customer feedback
review of portfolio of evidence
written or verbal questioning to assess knowledge and understanding.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.
Evidence of the following is essential:
identifies and describes business performance objectives and service standards
visits and communicates effectively with business customers to capture accurate and relevant feedback for an assigned territory as frequently as required
prepares accurate and insightful reports on customer feedback and business visits according to agreed timelines, format and level of detail
arranges joint promotional activities to enhance business customer and end consumer satisfaction levels and attain sales targets
identifies and seizes opportunities to improve territory coverage or service efficiency
completes all tasks in a satisfactory and timely manner, and in consideration of sales and service standards and objectives.
Context of and specific resources for assessment
Assessment must ensure access to:
a wholesale work environment
relevant documentation, such as:
business policy and procedures
business plans and objectives
a range of business customers with different requirements
appropriate business technology.
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 performance in the workplace
third-party reports from a supervisor
customer feedback
review of portfolio of evidence
written or verbal questioning to assess knowledge and understanding.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| N0786 | WRWSL304A | Optimise customer and territory coverage | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WD946 | SIRWSLS305 | Optimise customer and territory coverage | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S576 | SIR30307 | Certificate III in Wholesale | Qualification |