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Evidence Guide: TLII4005 - Market services and products to clients

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

 

TLII4005 - Market services and products to clients

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

Recognise opportunities to promote products and services

  1. Products and services available for on-selling from the enterprise are identified
  2. Technical specifications and application/s of products and services are identified
  3. Applicability of products and/or services are matched to particular clients or client groups
  4. Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements
  5. Clients are referred to expert personnel or services as required
Products and services available for on-selling from the enterprise are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Technical specifications and application/s of products and services are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Applicability of products and/or services are matched to particular clients or client groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clients are referred to expert personnel or services as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and maintain contact with clients

  1. Communication with clients is established and maintained to develop a professional relationship
  2. Clients are informed of the full range of business products
  3. Follow-up contacts with clients are made on client request and in accordance with enterprise policy
Communication with clients is established and maintained to develop a professional relationship

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clients are informed of the full range of business products

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow-up contacts with clients are made on client request and in accordance with enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate sales

  1. Potential sales opportunities are recognised and acted on
  2. Enterprise professional standards and client satisfaction are maintained in negotiations with clients
Potential sales opportunities are recognised and acted on

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enterprise professional standards and client satisfaction are maintained in negotiations with clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close sales

  1. Agreement documentation is completed in accordance with enterprise policy, incorporating any special requirements
  2. Contact with customers is maintained until sale is completed
  3. After-sales service is provided in accordance with enterprise procedures and statutory requirements
Agreement documentation is completed in accordance with enterprise policy, incorporating any special requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact with customers is maintained until sale is completed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

After-sales service is provided in accordance with enterprise procedures and statutory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Recognise opportunities to promote products and services

1.1

Products and services available for on-selling from the enterprise are identified

1.2

Technical specifications and application/s of products and services are identified

1.3

Applicability of products and/or services are matched to particular clients or client groups

1.4

Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements

1.5

Clients are referred to expert personnel or services as required

2

Establish and maintain contact with clients

2.1

Communication with clients is established and maintained to develop a professional relationship

2.2

Clients are informed of the full range of business products

2.3

Follow-up contacts with clients are made on client request and in accordance with enterprise policy

3

Negotiate sales

3.1

Potential sales opportunities are recognised and acted on

3.2

Enterprise professional standards and client satisfaction are maintained in negotiations with clients

4

Close sales

4.1

Agreement documentation is completed in accordance with enterprise policy, incorporating any special requirements

4.2

Contact with customers is maintained until sale is completed

4.3

After-sales service is provided in accordance with enterprise procedures and statutory requirements

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Recognise opportunities to promote products and services

1.1

Products and services available for on-selling from the enterprise are identified

1.2

Technical specifications and application/s of products and services are identified

1.3

Applicability of products and/or services are matched to particular clients or client groups

1.4

Features of products and services (including technical specifications) are explained in relation to customer requirements or potential requirements

1.5

Clients are referred to expert personnel or services as required

2

Establish and maintain contact with clients

2.1

Communication with clients is established and maintained to develop a professional relationship

2.2

Clients are informed of the full range of business products

2.3

Follow-up contacts with clients are made on client request and in accordance with enterprise policy

3

Negotiate sales

3.1

Potential sales opportunities are recognised and acted on

3.2

Enterprise professional standards and client satisfaction are maintained in negotiations with clients

4

Close sales

4.1

Agreement documentation is completed in accordance with enterprise policy, incorporating any special requirements

4.2

Contact with customers is maintained until sale is completed

4.3

After-sales service is provided in accordance with enterprise procedures and statutory requirements

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying relevant legislation and workplace procedures

communicating and working effectively with others

completing relevant documentation

identifying improvements to services, resource allocation and use

modifying activities depending on operational contingencies, risk situations and environments

monitoring and prioritising work activities in terms of planned schedule

negotiating and working effectively with others

operating and adapting to differences in equipment in accordance with standard operating procedures

operating electronic communications equipment to required protocol

planning work activities, predicting consequences and identifying improvements

reading, interpreting and following relevant instructions, procedures, information and signs

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

operational marketing systems and resources

relevant regulatory requirements

relevant workplace business marketing policies and practices, including requirements for maintaining security and confidentiality

strategies to implement continuous improvement processes

typical problems that can occur and related appropriate action that can be taken

workplace protocols and procedures for marketing services and products to clients.

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.