Elements and Performance Criteria

The Range of Variables statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. The Range of Variables also provides a focus for assessment and relates to the unit as a whole. The variables listed should be considered indicative rather than exhaustive and should be used as applicable to the job role or function.

General Contexts may include but are not limited to
Type of products and services provided
Selling may be face to face or by technological medium
Business policy and procedures with regard to the acquisition and sale of products and services
Size, type and location of business
Business merchandise range
Strategic measurement and evaluation systems and processes
Characteristics of the specific product(s) or service(s)
Management structure and communication relationships
Business service range
Customers including other businesses or end consumers serviced through business customers or directly
Varying levels of staff training

Workplace Contexts may include but are not limited to
Workplace-specific guidelines, policies and practices
Conditions of service, legislation and industrial agreements
Consultative processes may involve
Staff members
Teams
Management
Union representatives
Industrial relations, Occupational Health & Safety specialists
Other professional or technical staff
Relevant personnel may vary with context, level of employment, ascribed duties, nature of enquiry or response required.

Applicable State/ Territory/ Commonwealth regulations and legislation may include but are not limited to
Occupational Health and Safety
Workplace relations
Workers compensation
Industry codes of practice
License, patent or copyright arrangements
Environmental protection legislation
Equal Employment Opportunity and anti-discrimination law
Emergency procedures
Transport, storage and handling of goods
Goods and Services Tax
Australian Competition and Consumer Commission provisions
Trade Practices Act

Sources of information may include but are not limited to
Legislation and regulations
Work procedures and internal manuals
Company operating procedures and instructions
Manufacturer's specifications
Supplier and/ or customer instructions
Manifests
Codes of practice
Quality assurance systems, procedures and policies
Awards, workplace agreements, and other industrial arrangements
Oral/ verbal communication including face to face, telephone, Internet, radio, and such like
Written instructions and communication such as data exchange, letters, e-mails
Non-verbal communication
Feedback
Safety instructions and workplace signage
Direct or indirect
Electronic or hard copy
Policy and protocols

Work site environment factors may include but are not limited to
Product knowledge may include
Warranties
Corresponding benefits of various products
Use-by dates
Storage requirements
Stock availability

Sales techniques may include but not be limited to
Gaining a customer
Closing a sale
Associates sales techniques including trade-up, trade-in, tie-ins, cut-ins, range-ins
Negotiation skills
Over-the-'phone empathy creation
Securing payment

Types of standards, performance benchmarks or specifications may include
Australian Standards
International Standards
Professional standard
Industry standards
Performance indicators
Quality measures and criteria
Planning milestones and timeframes
Design brief
Manufacturers' and suppliers' standards

Training may be
On the job
In a simulated setting
In a training organisation
In a combination of locations to suit the units of competency being learned and/ or assessed
In a single site or multi site operation
Work environment

Information on the required competencies may be collected by
Industry/enterprise competency standards
Licensing requirements
Job descriptions
Discussions with client group
Observations of competent workers
Enterprise skills audit reports
Industry skills audit reports
Standard operating procedures
Benchmarking reports
Industry publications or reports
Government reports
Market needs analysis reports

Training program may be based on
National industry training packages
Enterprise training packages
National, state and local curriculum
Enterprise based curriculum
International standards
International programs

Characteristics of participants
Language, literacy and numeracy needs
Cultural, educational and language background
Gender
Physical ability
Level of confidence
General knowledge
Age
Experience in assessment
Non-English speaking background
Disabilities
Shift worker

Training delivery methods
Face to face
Distance
Lock step, partly self paced, all self paced
Trainer-centred and participant-centred
Real time, time independent
Place dependent, place independent
Interactive (eg. audio or video conferencing, computer assisted, discussion)

Training materials
Training materials may include:
Non-endorsed components of an industry training package
Work books
Workshop guides
Background reading materials/documents
Handouts
Industry/enterprise competency standards
Supportive policies and legislation

The following components of the Evidence Guide relate directly to the Performance Criteria and the Range of Variables for the unit of competency and will inform and provide guidance for assessment of the unit in the workplace and/or training program. This Evidence Guide must be read in conjunction with the Assessment Guidelines for the National Wholesale Training Package.

Critical aspects of evidence
Assessment requires evidence of the following be collected:
Identify and confirm sales and related training needs
Prioritise training needs based on strategic and individual needs
Documentation on consultations with appropriate personnel throughout the program development phase
Plan training sessions to close training needs
Coordinate delivery of training sessions to achieve stated outcomes sensitive to individual and group learning styles and needs
Assess attainment of training delivers sales and related performance improvements targeted.
High quality feedback from learning participants
Individual needs and preferences consistently sought and used when planning training

Interdependent assessment of units
This unit may be assessed independently or in conjunction with unit
WRWSL407A Lead a Sales Team.

Underpinning knowledge and skills
Display knowledge in terms of job role or function:
Choosing theory, demonstration or a combination of approaches to a session
Training packages, competency based approaches, training reforms and existing training materials conformance with national recognition requirements
Understanding individual, group and organisational learning and assessment issues and practices is essential
Planning a session including:
Resource requirements
Assessment tools and strategy
Timing and venue
Required approvals (ie. from management, trainer, assessor or trainee)
Currency of competencies and assessment tools
Principles and techniques covering:
Giving feedback
Coaching
Assessment and performance analysis
Group versus individual sessions
Relevant needs analysis techniques and tools
Facilitating learning and training skills and knowledge
Leadership, interpersonal and communication skills
Principles of adult learning and required knowledge applied in training delivery
Occupational health and safety aspects of job
Relevant industrial, legal and legislation relationships and requirements

Display skills in terms of job role or function, including the ability to:
Using sales techniques
Individual approaches to sales
Give feedback
Establish needs analysis and performance appraisal systems
Complete assessments
Planning and reviewing learning to address specific performance gaps

Resource Implications
Access to required assessment evidence, time spent with assessee in assessment, competency outcomes and appropriate assessment facilities.

Consistency in performance
The assessment method should be conducted over time to cover all elements and performance criteria, across a range of variables.
Work practices should be in accordance with safe operating procedures to minimise the risk of injury to self or others or damage to goods, equipment or products.

Context for assessment
Assessment may occur on the job, or off-the-job though industry has identified that it is appropriate for this unit to be assessed in the workplace.