Application
This unit describes the skills and knowledge required to coordinate and monitor performance against organisational sales targets and quality client service standards.
It applies to individuals who provide specialised knowledge, use systematic approaches and have responsibility for continuous improvement and quality standards.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Monitor implementation of sales policies and procedures | 1.1 Monitor implementation of organisational policy and procedures in regard to selling financial products or services 1.2 Monitor implementation of organisational policy and procedures in regard to transactions, including non-cash transactions and variations to standard transactions 1.3 Accurately record information relating to sales of financial products and services and monitor products and services sold to ensure they are matched to client needs, with remedial action taken where deficiencies are identified |
2. Monitor implementation of client service standards | 2.1 Measure client service standards according to organisational policy and procedures, and take remedial action where deficiencies are identified 2.2 Provide regular feedback to team members in relation to client service provision and quality, in accordance with organisational policy and procedures |
3. Monitor achievement of sales targets | 3.1 Record sales results to assist with monitoring achievement of sales targets 3.2 Monitor individual and branch sales targets and record according to organisational policy and procedures 3.3 Provide feedback to management and staff on sales performance in relation to sales targets and planning |
Evidence of Performance
Evidence of the ability to:
monitor and record sales targets and performance of an organisation, including the implementation of relevant policies and procedures
evaluate and document client service standards and the achievement of sales targets
provide clear feedback and advice on sales performance and quality client service to personnel and management.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
analyse client relations and service techniques
describe the key requirements of industry codes of practice, legislation and regulations relating to financial products and services
outline the key features of organisational policy and procedures in regard to selling products and services
describe the key features of:
product or account and service range
branch or department sales targets
explain the importance of sales to business performance and outline the factors that enhance sales performance
compare and contrast sales techniques.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the sales and marketing field of work and include access to:
financial services product information
relevant software system and data
organisational policy and procedures
common office equipment, technology, software and consumables.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1-1.3 | Analyses complex textual information from a range of sources and relates specific aspects of information to requirements |
Writing | 1.3, 2.2, 3.1-3.3 | Accurately records and logically structures a range of information appropriate for the audience and purpose Uses clear and concise language, correct spelling and grammar, and appropriate terminology to convey information |
Oral Communication | 2.2, 3.3 | Participates in verbal exchanges using active questioning and listening techniques to convey and clarify detailed information and confirm understanding with a range of personnel in formal and informal situations |
Numeracy | 1.2, 2.1, 3.1-3.3 | Calculates, compares and analyses a range of numerical and financial data to determine quantities and trends using appropriate tools |
Navigate the world of work | 1.1, 1.2, 2.1, 2.2, 3.2 | Takes full responsibility for implementing and monitoring services that comply with legal and organisational requirements |
Interact with others | 2.2, 3.3 | Selects and uses appropriate conventions and protocols when communicating with own team, management and other stakeholders Uses a variety of relevant communication tools and strategies to lead team, and build and maintain effective working relationships |
Get the work done | 1.1-1.3, 2.1, 3.1, 3.2 | Sequences and schedules complex activities, monitors implementation to ensure compliance with organisational requirements, and manages relevant communication Uses formal analytical thinking techniques to identify problems and develop corrective plans, seeking input from others as required Uses a range of digital technologies to monitor and store data |
Sectors
Sales and marketing