Course Title: Sell products and services

Part B: Course Detail

Teaching Period: VE 2018

Class Number: All

Class Section: All

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: MKTG7966C

Course Title: Sell products and services

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C4375 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth

Course Contact Phone: 03 9925 8382

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.


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.


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 opportunities

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.

Learning Outcomes

See elements above

Details of Learning Activities

• Refer to Evidence Log 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

OP50 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 13.8.2018 - 17.8.2018

OP51 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 26.11.2018 - 30.11.2018

Students who form part of the SpecSavers group will be applying for RPL for this unit

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.

Please click the following link for further information 


Assessment Tasks


OP50 & OP51: 

  1. Sales Major Assignment Due Date will be published on Canvas
  2. Evidence Log Due Date will be published on Canvas


Specsavers students will need to complete the RPL Evidence Log by the Due Date published on Canvas

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

Assessment Matrix



Course Overview: Access Course Overview