Unit of competency Outline
Date retreived
22/07/2026 10:50 AM AWST
22/07/2026 10:50 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.
Provide sales solutions to customers
Provide sales solutions to customers
Unit of competency
National Code
BSBCCO304A
BSBCCO304A
State Code
D0613
D0613
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
15/07/2008
Field of Education
080501 - Sales
Original Release Date
15/07/2008
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to process sales inquiries requiring complex solutions and follow up to ensure customer satisfaction.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.This unit describes the performance outcomes, skills and knowledge required to process sales inquiries requiring complex solutions and follow up to ensure customer satisfaction.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Identify customer needs
- 1.1 Question customers in detail and listen actively to determine product/service requirements
- 1.2 Verify and agree customer needs with the customer
- 1.3 Access existing customer records
- 1.4 Offer technical/specialist advice to customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making
- 1.5 Identify customer's financial limitations
- 1.6 Discuss estimates and quotes with specialist staff if necessary, prior to submission to customer
- 1.7 Prepare, present and discuss estimates/quotes with customer, as the role permits
- 1.8 Explain fully, benefits of the various options
- 1.9 Explain fully, pricing structures to the customer
- 1.10 Give customers the opportunity to question options/quotes provided
- 1.11 Promote advantages of dealing with the enterprise
- 1.12 Manage customer objections effectively by promotion of specific benefits
2 Close sales
- 2.1 Agree on product/service to be purchased with the customer
- 2.2 Clearly establish customer's preferred purchase/payment arrangements
- 2.3 Accurately finalise documentation relating to sale and forward to customer for agreement and signature
- 2.4 Negotiate and arrange payment method with customer
- 2.5 Conduct appropriate credit checks
- 2.6 Clearly record delivery/installation arrangements as agreed with customer
- 2.7 Comply with relevant legislation, codes, regulations and standards during the contact and sale
3 Input sales records
- 3.1 Fully record details of sale
- 3.2 Amend existing customer records where appropriate
- 3.3 Initiate invoices in accordance with enterprise policy
- 3.4 Organise delivery/installation in accordance with enterprise policy
4 Provide sales support where required
- 4.1 Verify customer satisfaction after delivery/installation
- 4.2 Identify additional action to satisfy customer needs
- 4.3 Initiate action in an efficient and timely manner
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.
Products/service requirements may include:
different products/services which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes
Technical/specialist advice would:
normally be provided by product/service specialist engineer/provisioning/marketing staff
Sale may include:
product/service, purchase/provision, variation to existing product/service, upgrade of current product/service, amendments to previous sale arrangements
Purchase/payment arrangements may include:
credit card, cheque, money order, cash, payment on delivery, direct debit
Credit checks may be:
automated or undertaken by sales person or by specialist staff within the enterprise
Relevant legislation, codes, regulations and standards may include:
Privacy Act
EEO and Anti Discrimination Legislation
Telecommunication Act
Trade Practices Act
Consumer Credit Code
Products/service requirements may include:
different products/services which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes
Technical/specialist advice would:
normally be provided by product/service specialist engineer/provisioning/marketing staff
Sale may include:
product/service, purchase/provision, variation to existing product/service, upgrade of current product/service, amendments to previous sale arrangements
Purchase/payment arrangements may include:
credit card, cheque, money order, cash, payment on delivery, direct debit
Credit checks may be:
automated or undertaken by sales person or by specialist staff within the enterprise
Relevant legislation, codes, regulations and standards may include:
Privacy Act
EEO and Anti Discrimination Legislation
Telecommunication Act
Trade Practices Act
Consumer Credit Code
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:
efficient and effective navigation of systems to locate required information
accurate use of codes used to locate data
accurate entering of data onto the system
checks to ensure data is captured in accordance with established procedures
identification and analysis of errors and reporting including recommendations
knowledge of enterprise policies, procedures and guidelines regarding the use and security of information systems.
Context of and specific resources for assessment
Assessment must ensure:
access to relevant standards and guidelines for use of systems
access to workplace information and data
access to quality assurance and system user error reports
access to troubleshooting reports and escalation reports
access to work environment to observe operation of systems.
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:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
direct observation of use of systems
review of data entry
feedback from quality assurance program
review of performance management reports
oral and/or written questioning to assess knowledge of systems and organisational requirements (security and operational).
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBITU101A Operate a personal computer
ICAU1133B Send and retrieve information over the internet using browsers and email.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
efficient and effective navigation of systems to locate required information
accurate use of codes used to locate data
accurate entering of data onto the system
checks to ensure data is captured in accordance with established procedures
identification and analysis of errors and reporting including recommendations
knowledge of enterprise policies, procedures and guidelines regarding the use and security of information systems.
Context of and specific resources for assessment
Assessment must ensure:
access to relevant standards and guidelines for use of systems
access to workplace information and data
access to quality assurance and system user error reports
access to troubleshooting reports and escalation reports
access to work environment to observe operation of systems.
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:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
direct observation of use of systems
review of data entry
feedback from quality assurance program
review of performance management reports
oral and/or written questioning to assess knowledge of systems and organisational requirements (security and operational).
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBITU101A Operate a personal computer
ICAU1133B Send and retrieve information over the internet using browsers and email.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C5403 | ICTCC341A | Provide sales solutions to customers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WB892 | BSBCCO304B | Provide sales solutions to customers | Unit of competency |
