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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Clients may include:
customers
consumers
fellow work colleagues from other business units or work teams
members
patients
person or organisation who receives products, services or ideas supplied by an organisation
person or organisation who has the potential to receive products, services or ideas supplied by an organisation
Feedback solicitation methods may include:
email dialogue
focus groups
one-on-one interviews
surveys
telephone interviews
Client loyalty strategies may include:
client clubs
client reward schemes
credit or discount facilities
formal letter of thanks
handwritten note thanking the client
offering promotional items
phone call thanking the client for the business

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
examples of the candidate contacting a buyer post-sale to collect feedback and resolve any problems or difficulties arising if appropriate
organisational policies and procedures relating to orders and client services.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to appropriate sales records and documentation.
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:
analysis of responses to case studies and scenarios
direct questioning combined with portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
observations of interactions with clients when conducting post-sales activities
oral or written questioning to assess knowledge of methods used to obtain client feedback, loyalty strategies used, how defective returns were handled and alternative responses to feedback received
review of sales records
evaluation of handling of defective returns
assessment of identifying and responding to client feedback.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBSLS406A Self-manage sales performance
other business development units.