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Evidence Guide: FBPCDS2003 - Sell cellar door 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

 

FBPCDS2003 - Sell cellar door products and services

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

Develop product and service knowledge

  1. Develop and retain knowledge of the use, purpose and application of cellar door products and services by accessing relevant sources of information
  2. Research and apply comparisons between available products and services, including brand options, features and price
  3. Develop knowledge of competitors’ product and service ranges and pricing structure
  4. Consult experienced sales staff or research product information to increase workplace product and service knowledge
  5. Identify workplace safety and consumer regulatory requirements relevant to the sale of cellar door products and services
Develop and retain knowledge of the use, purpose and application of cellar door products and services by accessing relevant sources of information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research and apply comparisons between available products and services, including brand options, features and price

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop knowledge of competitors’ product and service ranges and pricing structure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult experienced sales staff or research product information to increase workplace product and service knowledge

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify workplace safety and consumer regulatory requirements relevant to the sale of cellar door products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Approach customer

  1. Determine timing of customer approach according to cellar door sales procedure and customer behaviour
  2. Identify and apply effective sales approach using knowledge of customer buying behaviour
  3. Convey a positive impression to encourage customer interest
Determine timing of customer approach according to cellar door sales procedure and customer behaviour

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and apply effective sales approach using knowledge of customer buying behaviour

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey a positive impression to encourage customer interest

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather customer information

  1. Apply questioning techniques to determine customer motives for purchase
  2. Use listening skills to determine customer requirements
  3. Interpret and respond to non-verbal communication cues
  4. Guide customers to product ranges that match customer buying motives and requirements
  5. Address customers according to workplace protocol and by name if known
Apply questioning techniques to determine customer motives for purchase

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use listening skills to determine customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret and respond to non-verbal communication cues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Guide customers to product ranges that match customer buying motives and requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address customers according to workplace protocol and by name if known

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sell benefits to customer

  1. Match customer needs to appropriate products and services
  2. Communicate knowledge of product or service features and benefits clearly to customers
  3. Describe specific requirements relating to products or services to customers
  4. Answer routine customer questions about products accurately and honestly
  5. Refer customers to more experienced, senior sales staff or to appropriate product specialists according to workplace procedures
Match customer needs to appropriate products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate knowledge of product or service features and benefits clearly to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Describe specific requirements relating to products or services to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer routine customer questions about products accurately and honestly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customers to more experienced, senior sales staff or to appropriate product specialists according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Overcome customer objections

  1. Identify and acknowledge customer objections to purchasing
  2. Categorise objections into price, time and product or service characteristics
  3. Offer solutions or alternatives to customer objections
  4. Apply problem solving to overcome customer objections and consult with senior staff as required
  5. Identify and monitor customer buying signals and respond appropriately
  6. Encourage customers to make purchase decisions in compliance with regulatory requirements
  7. Select and apply method to close sale according to cellar door sales procedures
Identify and acknowledge customer objections to purchasing

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Categorise objections into price, time and product or service characteristics

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer solutions or alternatives to customer objections

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply problem solving to overcome customer objections and consult with senior staff as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and monitor customer buying signals and respond appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage customers to make purchase decisions in compliance with regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and apply method to close sale according to cellar door sales procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maximise sales opportunities

  1. Recognise and apply opportunities to ‘up sell’ or make additional sales
  2. Advise customers of complementary products or services according to identified customer needs
  3. Review personal sales outcomes and implement strategies to maximise future sales
Recognise and apply opportunities to ‘up sell’ or make additional sales

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customers of complementary products or services according to identified customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review personal sales outcomes and implement strategies to maximise future sales

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge