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Evidence Guide: BSBCCO303B - Conduct a telemarketing campaign

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCCO303B - Conduct a telemarketing campaign

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare for telemarketing campaign

  1. Study and clarify campaign details with team members, and prepare contact guides for telemarketing campaign
  2. Learn the features of the product or service to be marketed
  3. Discuss operational boundaries and targets with relevant personnel
  4. Develop proficiency in the use of relevant technology
  5. Develop strategies to achieve sales targets
  6. Identify and develop a clear understanding of fulfilment processes
  7. Ensure campaign and contact guides meet relevant legislation, codes, regulations and standards
Study and clarify campaign details with team members, and prepare contact guides for telemarketing campaign

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Learn the features of the product or service to be marketed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss operational boundaries and targets with relevant personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop proficiency in the use of relevant technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop strategies to achieve sales targets

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and develop a clear understanding of fulfilment processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure campaign and contact guides meet relevant legislation, codes, regulations and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct planned telemarketing activity

  1. Make customer contact in the most efficient manner possible
  2. Conduct contact according to contact guide, and enterprise policies and procedures
  3. Answer customer queries with professional responses, using active listening techniques
  4. Explain features and benefits of products or services to customers, where appropriate
  5. Improvise on contact guide content to suit customer needs
  6. Identify positive sales responses from customers and develop them into sales opportunities
  7. Close sales efficiently
  8. Escalate customer queries that cannot be satisfied, according to enterprise policy
Make customer contact in the most efficient manner possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct contact according to contact guide, and enterprise policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer customer queries with professional responses, using active listening techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain features and benefits of products or services to customers, where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improvise on contact guide content to suit customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify positive sales responses from customers and develop them into sales opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close sales efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate customer queries that cannot be satisfied, according to enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage negative customer responses

  1. Counter negative customer responses to the product, service or organisation with positive features and benefits
  2. Respond politely to personal or irrelevant negative customer responses
  3. Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer contact accordingly
  4. Escalate negative customer responses appropriately
  5. Develop strategies to recover from negative customer responses and remain positive for next contacts
Counter negative customer responses to the product, service or organisation with positive features and benefits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond politely to personal or irrelevant negative customer responses

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer contact accordingly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate negative customer responses appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop strategies to recover from negative customer responses and remain positive for next contacts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete sales

  1. Record details of sale according to procedures
  2. Discuss and agree payment arrangements with customer and action according to organisational policy
  3. Advise customer of payment procedures
  4. Record and verify credit card details with customer where appropriate and according to organisational protocols
  5. Discuss and agree delivery arrangements with customer and record and action, where applicable
  6. Activate the fulfilment processes necessary to complete the sale
  7. Apply privacy requirements during the transaction
Record details of sale according to procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and agree payment arrangements with customer and action according to organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customer of payment procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and verify credit card details with customer where appropriate and according to organisational protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and agree delivery arrangements with customer and record and action, where applicable

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Activate the fulfilment processes necessary to complete the sale

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply privacy requirements during the transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record campaign results

  1. Collate and present contact records according to organisational policy
  2. Record and report difficulties not escalated
  3. Analyse performance against agreed targets to identify future improvements
  4. Amend errors and omissions in databases
Collate and present contact records according to organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and report difficulties not escalated

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse performance against agreed targets to identify future improvements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Amend errors and omissions in databases

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

BSBCCO304C Provide sales solutions to customers

BSBCUS301B Deliver and monitor a service to customers.

Required Skills and Knowledge

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.

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.