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Evidence Guide: CPPSPS3010 - Sell swimming pool and spa products and services

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

 

CPPSPS3010 - Sell swimming pool and spa products and services

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

Apply knowledge of swimming pool and spa products and services.

  1. Knowledge of the types, applications, features and benefits of swimming pool and spa products and services is demonstrated.
  2. Personal swimming pool and spa product and service knowledge is developed.
Knowledge of the types, applications, features and benefits of swimming pool and spa products and services is demonstrated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal swimming pool and spa product and service knowledge is developed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Approach customer.

  1. Timing of customer approach is determined, taking into account customer and enterprise requirements.
  2. Effective sales approach is applied.
Timing of customer approach is determined, taking into account customer and enterprise requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective sales approach is applied.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather information on customer requirements.

  1. Questioning techniques are applied to determine customer-buying motives.
  2. Listening skills are used to determine customer requirements.
  3. Customer non-verbal communication cues are interpreted and clarified.
Questioning techniques are applied to determine customer-buying motives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Listening skills are used to determine customer requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer non-verbal communication cues are interpreted and clarified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer of benefits, features and safety requirements of swimming pool and spa products and services.

  1. Customer needs are matched to appropriate products and services.
  2. Features and benefits of product or service are clearly communicated to customer.
  3. Swimming pool and spa product use and safety requirements are clearly communicated to customer.
  4. Manufacturer and promotional information on swimming pool products and services is provided to customer.
  5. Customer is referred to appropriate product and service specialists as required.
  6. Customer questions about swimming pool and spa products and services are answered accurately and honestly, or referred to senior staff.
Customer needs are matched to appropriate products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Features and benefits of product or service are clearly communicated to customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Swimming pool and spa product use and safety requirements are clearly communicated to customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manufacturer and promotional information on swimming pool products and services is provided to customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is referred to appropriate product and service specialists as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer questions about swimming pool and spa products and services are answered accurately and honestly, or referred to senior staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close sale.

  1. Customer buying signals are monitored, identified and responded to.
  2. Customer objections are identified and acknowledged and solutions offered.
  3. Customer is encouraged to make purchase decisions.
  4. Appropriate method of closing sale is selected and applied.
  5. Payment for swimming pool or spa product or service is processed using point-of-sale systems, as required.
Customer buying signals are monitored, identified and responded to.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer objections are identified and acknowledged and solutions offered.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is encouraged to make purchase decisions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate method of closing sale is selected and applied.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Payment for swimming pool or spa product or service is processed using point-of-sale systems, as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maximise sale opportunities.

  1. Opportunities for making additional sales are identified and maximised.
  2. Personal sales outcomes are reviewed to maximise future sales.
Opportunities for making additional sales are identified and maximised.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal sales outcomes are reviewed to maximise future sales.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Apply knowledge of swimming pool and spa products and services.

1.1.

Knowledge of the types, applications, features and benefits of swimming pool and spa products and services is demonstrated.

1.2.

Personal swimming pool and spa product and service knowledge is developed.

2.

Approach customer.

2.1.

Timing of customer approach is determined, taking into account customer and enterprise requirements.

2.2.

Effective sales approach is applied.

3.

Gather information on customer requirements.

3.1.

Questioning techniques are applied to determine customer-buying motives.

3.2.

Listening skills are used to determine customer requirements.

3.3.

Customer non-verbal communication cues are interpreted and clarified.

4.

Inform customer of benefits, features and safety requirements of swimming pool and spa products and services.

4.1.

Customer needs are matched to appropriate products and services.

4.2.

Features and benefits of product or service are clearly communicated to customer.

4.3.

Swimming pool and spa product use and safety requirements are clearly communicated to customer.

4.4.

Manufacturer and promotional information on swimming pool products and services is provided to customer.

4.5.

Customer is referred to appropriate product and service specialists as required.

4.6.

Customer questions about swimming pool and spa products and services are answered accurately and honestly, or referred to senior staff.

5.

Close sale.

5.1.

Customer buying signals are monitored, identified and responded to.

5.2.

Customer objections are identified and acknowledged and solutions offered.

5.3.

Customer is encouraged to make purchase decisions.

5.4.

Appropriate method of closing sale is selected and applied.

5.5.

Payment for swimming pool or spa product or service is processed using point-of-sale systems, as required.

6.

Maximise sale opportunities.

6.1.

Opportunities for making additional sales are identified and maximised.

6.2.

Personal sales outcomes are reviewed to maximise future sales.

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Apply knowledge of swimming pool and spa products and services.

1.1.

Knowledge of the types, applications, features and benefits of swimming pool and spa products and services is demonstrated.

1.2.

Personal swimming pool and spa product and service knowledge is developed.

2.

Approach customer.

2.1.

Timing of customer approach is determined, taking into account customer and enterprise requirements.

2.2.

Effective sales approach is applied.

3.

Gather information on customer requirements.

3.1.

Questioning techniques are applied to determine customer-buying motives.

3.2.

Listening skills are used to determine customer requirements.

3.3.

Customer non-verbal communication cues are interpreted and clarified.

4.

Inform customer of benefits, features and safety requirements of swimming pool and spa products and services.

4.1.

Customer needs are matched to appropriate products and services.

4.2.

Features and benefits of product or service are clearly communicated to customer.

4.3.

Swimming pool and spa product use and safety requirements are clearly communicated to customer.

4.4.

Manufacturer and promotional information on swimming pool products and services is provided to customer.

4.5.

Customer is referred to appropriate product and service specialists as required.

4.6.

Customer questions about swimming pool and spa products and services are answered accurately and honestly, or referred to senior staff.

5.

Close sale.

5.1.

Customer buying signals are monitored, identified and responded to.

5.2.

Customer objections are identified and acknowledged and solutions offered.

5.3.

Customer is encouraged to make purchase decisions.

5.4.

Appropriate method of closing sale is selected and applied.

5.5.

Payment for swimming pool or spa product or service is processed using point-of-sale systems, as required.

6.

Maximise sale opportunities.

6.1.

Opportunities for making additional sales are identified and maximised.

6.2.

Personal sales outcomes are reviewed to maximise future sales.

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also demonstrate selling one swimming pool or spa product and one swimming pool or spa service.

In doing the above, the person must:

apply swimming pool and spa product and service knowledge and use sales approach that sells the benefits of product and service, overcomes objections, and closes the sale

use questioning, listening and observation skills to determine customer requirements

apply enterprise policies and procedures

maximise sales opportunities according to enterprise policies and procedures

apply industry codes of practice, and legislative and statutory requirements relating to selling swimming pool and spa products and services

evaluate personal sales performance to maximise future sales.

A person demonstrating competency in this unit must demonstrate knowledge of:

Australian Competition and Consumer Commission product safety guidelines

commonwealth, state or territory legislation, and local government regulations impacting on the sale of swimming pool and spa products and services relating to:

consumer protection

dangerous goods

environmental protection

health

work health and safety (WHS)

waste disposal

customer service principles

customer types and behaviours, including:

customer behaviour and cues

customer buying motives

demographics, lifestyle and income range of potential buyers

individual and cultural differences

types of customer needs:

environmental

functional

psychological

enterprise policies and procedures relating to:

allocated duties and responsibilities

returns

selling products and services

enterprise swimming pool and spa product and service range:

components, spare parts and consumable items for swimming pool and spa systems:

circulation and filtration

cleaning and vacuuming

dosing

heating

lighting

spa equipment

swimming pool and spa accessories

swimming pool and spa maintenance, service and repair

swimming pool and spa toys

swimming pool and spa chemicals

technical advice on swimming pools and spas

water testing services

water testing kits

procedures for processing different methods of payment

operation and maintenance of point-of-sale systems:

calculator

EFTPOS/credit card machine

cash register

scanner

selling techniques

swimming pool and spa chemical safety.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Swimming pool and spa products and services must include at least three of the following:

components, spare parts and consumable items for swimming pool and spa systems

swimming pool and spa equipment and accessories

swimming pool and spa maintenance, service and repair

swimming pool and spa toys

swimming pool and spa chemicals

technical advice on swimming pool or spa

water testing services

water testing kits.

Product and service knowledgemust include at least six of the following:

after-sales service and support

application of product or service

availability

benefits

common faults and troubleshooting

comparative products and services

consumer reports

environmental protection

features

installation and set-up

legislative and regulatory requirements

manufacturer requirements

operation

potential hazards

price

risks

safe handling, transport, disposal and storage requirements

safety features

safety requirements

servicing requirements

time-saving features

use-by dates

warranties.