Unit of competency Outline

Date retreived
22/07/2026 10:19 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.

Apply sales procedures

Apply sales procedures

Unit of competency
National Code
AURS241303A
State Code
W2962
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/04/2011
View on TGA
State Implementation and Classification
Approved Date
06/09/2011
Field of Education
080501 - Sales
Original Release Date
06/09/2011
Nominal Hours
16
Description
This unit of competency covers the competence required to use sales techniques and encompasses key selling skills from approaching customer to closing sale. It requires a basic level of product knowledge.
Notes
Elements and Performance Criteria
1. Demonstrate product knowledge
  • 1.1. Knowledge of use and application of products and services is demonstrated
  • 1.2. Experienced sales staff or product information guide are consulted to increase product knowledge
2. Approach customer
  • 2.1. Timing of customer approach is determined and applied
  • 2.2. Effective sales approach is identified and applied
  • 2.3. Positive impression is conveyed to arouse customer interest
  • 2.4. Knowledge of customer buying behaviour is demonstrated
  • 2.5. Customer is focused on specific merchandise
3. Customer response
  • 3.1. Questioning techniques are applied to determine customer buying motives
  • 3.2. Listening skills are used to determine customer requirements
  • 3.3. Non-verbal communication cues are interpreted and clarified
  • 3.4. Customers are identified by name where possible
4. Apply product knowledge
  • 4.1. Customer needs are matched to products and services
  • 4.2. Knowledge of product features and benefits are communicated clearly to customers
  • 4.3. Product use and safety requirements are described to customers
  • 4.4. Customers are referred to product specialist
  • 4.5. Routine customer questions about merchandise, e.g. price, price reductions, quality and usage, are answered accurately and honestly or referred to more experienced sales staff
5. Gather information
  • 5.1. Customer objections are identified and accepted
  • 5.2. Objections are categorised into price, time and merchandise characteristics
  • 5.3. Solutions are offered according to store policy
  • 5.4. Problem solving is applied to overcome customer objections
6. Close sale
  • 6.1. Customer buying signals are monitored, identified and responded to
  • 6.2. Customer is encouraged to make purchase decision
  • 6.3. Method of closing sale is selected and applied
  • 6.4. Legislative and legal sales requirements/procedures are followed
7. Maximise sales opportunities
  • 7.1. Opportunities for making additional sales are recognised and applied
  • 7.2. Customer is advised of complementary products or services according to identified needs
  • 7.3. Personal sales outcomes are reviewed to maximise future sales
Methods include:
face-to-face selling, telephone/electronic selling, product enquiries
verbal, written and practical demonstrations
Other variables may include:
regular and new customers
sales may be face-to-face or telephone/electronic

This unit of competence applies to the following and should be contextualised to the qualification it is being applied:
RS&R administration/sales selling products/services

Manufacturer/component supplier specifications
Enterprise operating procedures
Product manufacturer/component supplier specifications
Customer requirements
Industry/workplace codes of practice

State/Territory/industry OH&S requirements
Work is carried out in accordance with award provisions

Product and services
Customers
Product and services
Customers
Videos, selling manuals, brochures, pamphlets, audio tapes
Company/industry guidelines

Critical aspects of evidence

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:

selling enterprise product and services to customers
interpreting and communicating information
the ability to communicate with customers
sales skills
communicating effectively with others involved in or affected by the work

Underpinning knowledge
Technical information
Equipment safety requirements
Personal safety requirements
Specific selling skills/sales techniques
Sales/consumer legislation/legal requirements
Vehicle/component details
Automotive industry product knowledge

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes that are learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;
Level 2 - relates to management or facilitation of conditions or processes; and
Level 3 - relates to design, development and evaluation of conditions or process.
How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information
Collect, organise and understand information related to questioning customers to gain information on need
(Level 2)

Communicate ideas and information
Communicate ideas and information to the operation of product and safety requirements
(Level 1)

Plan and organise activities
Plan and organise activities for the development of a sales approach
(Level 1)

Work with others and in a team
Work with others and in a team by consulting with experienced staff to develop product knowledge and sales techniques
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques for accurate processing and recording of sale and payment method
(Level 2)

Solve problems
Establish diagnostic processes which develop solutions to customer objections
(Level 1)

Use technology
Use workplace technology related to the use of business technology in processing sale
(Level 1)

Resource implications

The following are required:

a workplace or simulated workplace
persons including customers and sales staff
access to products
documentation, store policy and procedures manuals, OH&S, legislative and statutory requirements and industry codes of practice
a qualified workplace assessor

Method of assessment

Practical assessments:

access, interpret and apply technical information
apply sales techniques and product knowledge
convey information both orally and in writing
access, interpret and apply sales information
sell products

Context of assessment
Underpinning knowledge and skills may be assessed on or off the job
Assessment of practical skills must take place only after a period of supervised practice and repetitive experience. If workplace conditions are not available assessment, in simulated workplace conditions is acceptable
Prescribed outcome must be able to be achieved without direct supervision

Replaced By
State Code National Code Title Type
WF356 AURSCA2003 Apply sales procedures Unit of competency