BSBCCO303B - Conduct a telemarketing campaign Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO303B Mapping and Delivery Guide Conduct a telemarketing campaign
Version 1.0 Issue Date: May 2024
Qualification
-
Unit of Competency
BSBCCO303B - Conduct a telemarketing campaign
Description
This unit describes the performance outcomes, skills and knowledge required to undertake a telemarketing campaign, which may involve both inbound and outbound calling.Competence in this unit requires preparing, conducting and reviewing the performance of a telemarketing campaign, including managing negative or difficult contacts and completing the sales process.
Employability Skills
This unit contains employability skills.
Learning Outcomes and Application
This unit applies in customer contact environments with a focus on sales, using varying levels of technology.This work is undertaken with some supervision and guidance.
Duration and Setting
X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners
Student Learning Resources
Handouts Activities
Slides PPT
Assessment 1
Assessment 2
Assessment 3
Assessment 4
Elements of Competency
Performance Criteria
Element: Prepare for telemarketing campaign
Study and clarify campaign details with team members, and prepare contact guides for telemarketing campaign
Learn the features of the product or service to be marketed
Discuss operational boundaries and targets with relevant personnel
Develop proficiency in the use of relevant technology
Develop strategies to achieve sales targets
Identify and develop a clear understanding of fulfilment processes
Ensure campaign and contact guides meet relevant legislation, codes, regulations and standards
Element: Conduct planned telemarketing activity
Make customer contact in the most efficient manner possible
Conduct contact according to contact guide, and enterprise policies and procedures
Answer customer queries with professional responses, using active listening techniques
Explain features and benefits of products or services to customers, where appropriate
Improvise on contact guide content to suit customer needs
Identify positive sales responses from customers and develop them into sales opportunities
Close sales efficiently
Escalate customer queries that cannot be satisfied, according to enterprise policy
Element: Manage negative customer responses
Counter negative customer responses to the product, service or organisation with positive features and benefits
Respond politely to personal or irrelevant negative customer responses
Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer contact accordingly
Develop strategies to recover from negative customer responses and remain positive for next contacts
Element: Complete sales
Record details of sale according to procedures
Discuss and agree payment arrangements with customer and action according to organisational policy
Advise customer of payment procedures
Record and verify credit card details with customer where appropriate and according to organisational protocols
Discuss and agree delivery arrangements with customer and record and action, where applicable
Activate the fulfilment processes necessary to complete the sale
Apply privacy requirements during the transaction
Element: Record campaign results
Collate and present contact records according to organisational policy
Record and report difficulties not escalated
Analyse performance against agreed targets to identify future improvements
Amend errors and omissions in databases
Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
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
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 call/contact 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 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 and/or 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:
BSBCUS301B Deliver and monitor a service to customers.
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
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
problem-solving skills to undertake credit risk evaluations that meet organisational credit policy requirements
sales skills to maximise every contact and sales result
selfmanagement skills to:
conduct activity in a positive and result-focused manner
comply with policies and procedures
manage stress
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:
customer base
company products and services
organisational policies and protocols associated with customer service and sales
sales techniques
fulfilment processes
technology and systems employed.
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.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice
Yes
No
Comments/feedback
Study and clarify campaign details with team members, and prepare contact guides for telemarketing campaign
Learn the features of the product or service to be marketed
Discuss operational boundaries and targets with relevant personnel
Develop proficiency in the use of relevant technology
Develop strategies to achieve sales targets
Identify and develop a clear understanding of fulfilment processes
Ensure campaign and contact guides meet relevant legislation, codes, regulations and standards
Make customer contact in the most efficient manner possible
Conduct contact according to contact guide, and enterprise policies and procedures
Answer customer queries with professional responses, using active listening techniques
Explain features and benefits of products or services to customers, where appropriate
Improvise on contact guide content to suit customer needs
Identify positive sales responses from customers and develop them into sales opportunities
Close sales efficiently
Escalate customer queries that cannot be satisfied, according to enterprise policy
Counter negative customer responses to the product, service or organisation with positive features and benefits
Respond politely to personal or irrelevant negative customer responses
Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer contact accordingly