Unit of competency Outline
Date retreived
22/07/2026 3:09 PM AWST
22/07/2026 3:09 PM 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
BSBCCO304B
BSBCCO304B
State Code
WB892
WB892
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/08/2013
Field of Education
080501 - Sales
Original Release Date
20/08/2013
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.
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
different products/services which will meet the customer needs, product model, pricing differentials, product/service types, product/service mixes
normally be provided by product/service specialist engineer/provisioning/marketing staff
product/service, purchase/provision, variation to existing product/service, upgrade of current product/service, amendments to previous sale arrangements
credit card, cheque, money order, cash, payment on delivery, direct debit
automated or undertaken by sales person or by specialist staff within the enterprise
Privacy Act
EEO and Anti Discrimination Legislation
Telecommunication Act
Trade Practices Act
Consumer Credit Code
normally be provided by product/service specialist engineer/provisioning/marketing staff
product/service, purchase/provision, variation to existing product/service, upgrade of current product/service, amendments to previous sale arrangements
credit card, cheque, money order, cash, payment on delivery, direct debit
automated or undertaken by sales person or by specialist staff within the enterprise
Privacy Act
EEO and Anti Discrimination Legislation
Telecommunication Act
Trade Practices Act
Consumer Credit Code
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
Clear and precise understanding of customer needs
Matching of product/service to customer need
Prices relating to product/service offered are clearly explained and understood by the customer
Application of appropriate credit check
Arrangement of customer payment
Agreement with customer as to payment and delivery arrangements
Accurate recording of sales, payment and delivery arrangements
Context of and specific resources for assessment
Assessment must ensure:
access to relevant standards, guidelines and/or legislation
access to workplace information and data
access to relevant resources
access to work environment or simulated customer contact centre to observe interaction with customers
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 interaction with customers
review record of sale and customer satisfaction
review agreed payment methods and credit checks
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:
BSBCCO301A Use multiple information systems
BSBCUS301A Deliver and monitor a service to customers
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
Clear and precise understanding of customer needs
Matching of product/service to customer need
Prices relating to product/service offered are clearly explained and understood by the customer
Application of appropriate credit check
Arrangement of customer payment
Agreement with customer as to payment and delivery arrangements
Accurate recording of sales, payment and delivery arrangements
Context of and specific resources for assessment
Assessment must ensure:
access to relevant standards, guidelines and/or legislation
access to workplace information and data
access to relevant resources
access to work environment or simulated customer contact centre to observe interaction with customers
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 interaction with customers
review record of sale and customer satisfaction
review agreed payment methods and credit checks
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:
BSBCCO301A Use multiple information systems
BSBCUS301A Deliver and monitor a service to customers
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0613 | BSBCCO304A | Provide sales solutions to customers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8045 | BSBCCO304C | Provide sales solutions to customers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D133 | BSB30207 | Certificate III in Customer Contact | Qualification |