Course Title: Sell products and services

Part B: Course Detail

Teaching Period: Term2 2016

Course Code: MKTG7966C

Course Title: Sell products and services

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4375 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth, Timothy Haigh

Course Contact Phone: 03 9925 8382 / 03 9925 4846

Course Contact Email: /

Name and Contact Details of All Other Relevant Staff


Timothy Haigh


+61 3 9925 4846


Leigh Robinson


+61 3 9925 4398


Ralph Richter


+61 3 9925 4783


Ludmila Keightley


+61 3 9925 4722


Nominal Hours: 20

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites


Course Description

This unit describes the performance outcomes, skills and knowledge required to sell products and services in a retail environment.

It involves the use of sales techniques and encompasses key selling skills, from approaching the customer to closing the sale.

It requires a basic level of product knowledge and the recognition and demonstration of verbal and non‑verbal communication skills to determine customer requirements, sell the benefits of products and services, overcome objections and close sales.

Personal evaluation is used to maximise sales, according to industry codes of practice, relevant legislation and store policy.



National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

SIRXSLS201 Sell products and services


1. Develop and apply product knowledge

Performance Criteria:


1.1.Develop product knowledge by accessing relevant sources of information and confirm with relevant staff.

1.2.Apply knowledge of the use and application of relevant products and services in interactions with customers according to store policy and legislative requirements.

1.3.Identify gaps in product knowledge and resolve by accessing relevant sources of information.    


3. Gather and respond to information

Performance Criteria:


3.1.Apply questioning techniques and listening skills to determine customer buying motives and requirements.

3.2.Interpret and clarify non verbal communication cues.

3.3.Direct customer to specific merchandise according to customer requirements and store policy.    


4. Sell benefits

Performance Criteria:

4.1.Match customer needs to appropriate products and services.

4.2.Communicate knowledge of product features and benefits clearly to customers.

4.3.Describe product use and safety requirements to customers.

4.4.Refer customers to appropriate product specialist as required.

4.5.Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff.


5. Overcome objections

Performance Criteria:


5.1.Identify and acknowledge customer objections according to store policy.

5.2.Categorise objections into price, time and merchandise characteristics and consider solutions.

5.3.Offer solutions to customer objections according to store policy.

5.4.Apply problem solving within personal scope of responsibilities to overcome customer objections or refer to senior staff.    


6. Close sale

Performance Criteria:


6.1.Monitor, identify and respond appropriately to customer buying signals.

6.2.Encourage customer to make purchase decisions.

6.3.Select and apply appropriate method of closing sale.    


7. Maximise sales opportunuties

Performance Criteria:


7.1.Recognise and apply opportunities for making additional sales according to store policy.

7.2.Advise customer of complementary products or services according to customer’s identified need.

7.3.Review personal sales outcomes and consider strategies to maximise future sales in consultation with relevant staff.    


 2. Approach customer

Performance Criteria:


2.1.Identify customers by name where possible.

2.2.Develop knowledge of customer buying behaviour by accessing relevant sources of information.

2.3.Determine and apply appropriate timing of customer approach according to store policy and customer behaviour.

2.4.Initiate customer contact according to store policy.

2.5.Convey a positive impression to encourage customer interest according to store policy.    

Learning Outcomes

At the end of this unit students should be able to:

  • Develop and apply product knowledge
  • Approach customer
  • Gather and respond to information
  • Sell benefits
  • Overcome objections
  • Close sale
  • Maximise sales opportunities

Details of Learning Activities

• Read topic one in the Learner Guide: SIRXSLSOO1A. Upon completion of topic one complete the self-assessment checklist from the learner guide. Once you have done this progress to the next topic and continue until all topics are completed.
• Once you have read all of the topics and completed the self-assessments you are ready to do the online self-assessment task. The self-assessment will check your level of understanding of the unit and provide you with some feedback.
• Refer to Evidence Portfolio and familiarise yourself with the content
A combination of activities will support students learning in this course, such as:
• Face to face and or online lectures to cover theoretical and practical concepts for each topic in the course
• Students will learn to apply their skills and knowledge to work integrated learning (WIL), during simulations and classroom based learning
• Observations of performance in the workplace and industry placement or simulated environment will be a valuable part of your learning experience
• Tutorial activities (individually and in teams) to discuss, debate, critique and consolidate your ideas and extend your understanding around key concepts within specific topics
• Online discussion and activities support you to collaborate with other students in your course and debate and debate and discuss ideas
• Self directed study time to enhance and strengthen your knowledge and understanding of theoretical concepts
• To further facilitate learning, students are strongly encouraged to use a range of communication tools between themselves and their course instructor as well as between themselves and fellow students by using the online learning platform

Teaching Schedule

• OP47 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 3.10.2016 

Students who form part of the SpecSavers group are required to attend the appropriate Cluster as advised on Blackboard.

Topic 1: Apply product knowledge
Topic 2: Approach the customer
Topic 3: Gather information
Topic 4: Sell benefits
Topic 5: Overcome buying objections

Topic 6: Closing the sale

Topic 7: Maximise sales opportunities

Learning Resources

Prescribed Texts


Other Resources

• Evidence Portfolio  
• Learner Guide SIRXSLS001A Sell products and services
• PowerPoint Summary
• Additional learning materials available through Learning Hub
• RMIT Library (
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (

Overview of Assessment

 You must demonstrate Performance and Knowledge Evidence of the unit in order to be deemed competent.
Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.
You may be assessed by:
• Oral or written questioning
• Oral presentations
• Assignments and projects
• Direct observation of actual work practice
• Presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and/or audio files
• Work-based activities
• Third-party feedback from a work supervisor/employer
Primary assessment involves on-going practical and applied assessment in a clinical workplace or simulated environment such as a supervised student clinic or at a Work Integrated Learning (WIL) placement activity.

Competency based training requires you to be in attendance in order for assessment to be undertaken.

Feedback will be provided throughout the semester in class and/or online discussions, through individual and group feedback on practical exercises and by individual consultation.

All Assessment tasks should be performed or submitted by their due dates.
If due to illness or other unforeseen circumstance, you are unable to attend on the due date of an assessment (e.g. test, examination, oral, etc.) OR you do attend, but your performance has been affected, you may submit an APPLICATION FOR SPECIAL CONSIDERATION within 2 working days of the due date. If Special Consideration is granted, you will be given the opportunity to complete/repeat the assessment task at a later date. For advice on this application please visit or speak to your Program Coordinator.
If due to illness or other unforeseen circumstance, you are unable to submit by the due date (e.g. assignment, report, project etc.):
• you may submit an APPLICATION FOR EXTENSION OF TIME FOR SUBMISSION OF ASSESSABLE WORK for an extension of time of up to seven (7) calendar days or less. This must be lodged with the Program Coordinator 1 working day before the original due date. If granted, you will have the opportunity to submit up to 7 days later than the original due date. For advice on this application please visit or speak to your Program Coordinator.
• you may submit an APPLICATION FOR SPECIAL CONSIDERATION within 2 working days of the due date. If Special Consideration is granted, you will be given the opportunity to submit the assessment task more than 7 days after the original due date. For advice on this application please visit or speak to your Program Coordinator.

You are expected to prepare all assignments and other written work in a professional manner. More information on general academic study and writing skills can be found on the “Learning Lab” All work submitted for assessment must be submitted electronically unless otherwise advised.

Students must keep a copy of all submitted assessments including electronic copies.
Harvard style is used for all referencing and for bibliography.
RMIT University has a strict policy on academic integrity and plagiarism and. Please refer to the website for more information on this policy  
If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Disability Liaison Unit if you would like to find out more.
Your rights and responsibilities as a student can be found at  
This course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced at  

Credit transfer and RPL
Credit transfer is available to students who have alreadcompleted the same or similar courses. Recognition of prior learning is available to students who have relevant prior skills or experience. Please refer to;ID=8u7jborsx9dy







Assessment Tasks


1. Complete online test titled SIRXSLS001A Formal Quiz by 22.2.2017. This test consists of completing a series of 10 online questions. These questions may consist of true or false, multiple choice or short answer questions. In order to pass you need to correctly answer seven or more questions (7 out of 10) You must complete the quiz by the date publish on Blackboard.
2. Refer to your Evidence Portfolio and carefully read and complete Evidence Items and Observation checklists. An RMIT University assessor will assess you on these items during a work-based assessment. In addition your work assessor will include a range of verbal questions to ask during these assessments. An RMIT University assessor will talk to your employer to discuss your progress and development of workplace skills. You must complete these Evidence Portfolio Items by 22.2.2017.
3. You will be required to complete a Customer Service Tracking Assignment by 22.2.2017

Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.

Assessment Matrix



National Unit Title:                                                                                        

                       Sell products and services

National Unit Code:  SIRXSLS001A

Assessment Tasks

Elements/ PCs

Required Knowledge


Required Skills


Critical aspects of assessment





































Evidence Log & Observation Checklist












1.1 – 7.3


Work Based Assessment











1.1 – 7.3


Online Quiz










1.1 – 7.3


Course Overview: Access Course Overview