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 in the performance criteria is detailed below.
Sales team reports may contain information on:
purchase requests and orders
records of supplier performance
competitor activities
recalls
product problems
display disputes
business customer requests
end consumer complaints
sales contact history.
Sales teams may include:
full-time, part-time, casual or contract staff
people from a range of social, cultural and ethnic backgrounds
people with varying degrees of language and literacy levels.
Territory may be defined by:
size, type and location of customers
demographic parameters
territory size, location and geographic spread
account customers.
Customer groups may include:
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
end consumers
business customers.
Communication may include:
verbal
individuals or groups
formal or informal meetings
written correspondence, memos
email, fax, telephone.
Territory coverage plan may take into account:
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.
Resource requirements may include:
people
materials
equipment and technology
budget
time
training and development
relevant information.
Relevant personnel may include:
supervisor and manager
team members.
Legislation and requirements affecting sales staff may include:
equal employment opportunity (EEO)
Australian apprenticeships
disciplinary procedures
awards and agreements
wages and conditions
Trade Practices and Fair Trading Acts
environmental protection legislation
WHS requirements
transport, storage and handling of goods
pricing procedures, including GST requirements
privacy laws
sale of second-hand goods.
Business policy and procedures in relation to:
employee relations and staff development
sale of products and services
strategic planning and evaluation
pricing.
Reward and compensation packages may include:
positive feedback presentation to junior colleagues, peers and management
prizes
certificates
financial bonuses
sales commissions
positive reinforcement through articles on performance in newsletters.
Review of budgets and quotas for sales teams may be based on:
feedback
performance
forecasts.

The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
prepares action plans for sales teams based on achievable sales targets
manages sales team resources and requirements to budget
demonstrates ability to work with team leaders, staff and managers to achieve priority tasks and strategic responsibilities affecting sales teams
manages sales teams to achieve market, product or service, and territory targets in accordance with business policy and relevant legislation
reviews and reports on sales team activity and feedback
accurately and effectively communicates summary information from work outputs to senior and junior colleagues.
Context of and specific resources for assessment
Assessment must ensure access to:
a sales workplace environment
relevant documentation, such as:
policy and procedures manuals
sales and service delivery targets and plans
records of sales and service
legislation and statutory requirements
industry codes of practice
WHS legislation and codes of practice
sales teams.
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 the candidate in the workplace
third-party reports from a supervisor
customer feedback
written or verbal questioning to assess knowledge and understanding
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.