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Elements and Performance Criteria

Required Skills

Required skills

customer service skills to deliver professional customer service and sales support

interpersonal skills to establish rapport and build relationships with customers

literacy skills to communicate and articulate information and advice effectively

numeracy skills to analyse calculate and validate data

problemsolving skills to undertake credit risk evaluations that meet organisational credit policy requirements

sales skills to maximise every contact and sales result

selfmanagement skills to

selfmanagement skills to:

conduct activity in a positive and resultfocused manner

comply with policies and procedures

remain calm when under pressure

seek learning and development opportunities

work in a team environment

Required knowledge

legislative and regulatory codes and requirements relating to conducting a telemarketing campaign

marketing principles and practice

operational environment

company products and services

organisational policies and protocols associated with customer service and sales

sales techniques

fulfilment processes

technology and systems employed

Evidence Required

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 ability to

meet agreed contact and sales ratios

achieve sales targets

apply preprepared contact guide

apply preprepared contact guide

manage negative customer contact without disrupting operations

record sales payments and delivery arrangements

successfully handle difficulties incurred during campaign

demonstrate knowledge of legislative and regulatory codes and requirements

Context of and specific resources for assessment

Assessment must ensure access to

workplace information and data including callcontact guides

performance management sales performance and quality assurance documentation and records

relevant legislation regulatory requirements organisational standards and guidelines

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 thirdparty workplace reports of onthejob performance by the candidate

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

review of performance and sales results

direct observation during sales process including negative customer contacts

oral andor written questioning to assess knowledge of sales techniques and legislative and regulatory requirements

review of quality assurance records

audit of customer and sales records

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBCCOC Provide sales solutions to customers

BSBCCO304C Provide sales solutions to customers

BSBCUSB Deliver and monitor a service to customers

BSBCUS301B Deliver and monitor a service to customers.

Range Statement

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.

Contact guidesmay include:	contact-closing techniques contact flow escalating policy features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements.
Telemarketing campaignsmay include:	customer retention activities, such as recontracting, loyalty and incentive programs and offering value-added services fundraising product sales service sales up selling and cross selling.
Product or servicesmay include:	goods ideas infrastructure private and public sets of benefits.
Operational boundariesmay include:	discretion to deviate from the call/contact guide guidelines and parameters within which the telemarketer can operate limits of contact with the customer mandatory and voluntary requirements relevant regulatory, legislative and organisational requirements.
Technologymay be modified for use by people with a disability and include:	information systems sales tracking technology telecommunications systems.
Sales targetsmay include:	call volumes conversion rates sales made retention rates.
Relevant legislation, codes, regulations and standardsmay include:	Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act
Negative customer responsesmay include:	criticising the product or organisation crude or offensive language declining further contact personal insults or threats.
Payment arrangementsmay include:	cash cheque credit card EFTPOS money order payment on delivery.
Credit card detailsmay include:	cardholder details card number card expiry date.
Databasesmay include:	business directories organisational records sales records telephone directories.