Elements and Performance Criteria

speaking and listening
reading and writing
body language
facial expression
telephone
electronic media such as email
using languages other than English including , local community languages Indigenous languages
using forms of visual communication such as sign language
using assistive technology such as TTY
using open and inclusive language.

come from a variety of social, cultural or ethnic backgrounds
vary in literacy and numeracy skills
vary in competencies
be responsible for a range of workplace functions.

verbally
in writing
in groups
individually.

formal training or education
informal learning
coaching and mentoring
job rotation
information seminars
online learning
conferences.

gaining a customer
closing a sale
associated sales techniques, including:
trade-up
trade-in
tie-ins
cut-ins
range-ins
negotiation skills
over-the-phone empathy creation
securing payment.

commercial companies
public agencies or organisations
governments
community and not-for-profit organisations
internal business units and divisions
new or repeat 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.

product or service
sales objectives and targets
sales outcomes
promotional strategies and their duration, cycle, territory coverage and product or service focus
objectives, such as:
price
profit
brand share
market share.

training materials
workplace equipment and technology
relevant information.

market share
price
quality
volume of sales
presentation or merchandising of the product
associated sales
associated promotions
promotional tie ins or co-location.

Matters affecting
due diligence requirements
value for money
risk sharing
market position
planning cycles and the time of the year
cost and price analysis
terms and conditions agreed
intellectual property and technology rights
value management
continuous improvement
supply chain management
infrastructural and capital outlay requirements
organisational systems integration and compatibility.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

consistently maximises sales opportunities by using effective selling techniques, applying detailed product knowledge and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales
communicates performance summary information effectively to team members and senior colleagues according to business policy and procedures
consistently participates in personal and team sales performance evaluation to maximise future sales
actively seeks feedback from peers and supervisors to identify personal skills gaps
maintains communication with supervisors to access training and development needs in an agreed timeframe within the context of required work activities
identifies, describes and constructs the foundations required for long-term customer relationships.

Context of and specific resources for assessment

Assessment must ensure access to:

a wholesale work environment
relevant sources of product information

relevant documentation, such as:

business policy and procedures manuals
industry codes of practice and relevant legislation
OHS legislation and codes of practice
a range of business customers with different requirements
an appropriate range of products or equipment.

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
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.