Course Title: Sell products and services

Part B: Course Detail

Teaching Period: Term1 2020

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

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

Taught and assessed as a clustered unit titled Sales, with units BSBCUS301 Deliver and monitor a service to customers and SIRWSLS303 Analyse and achieve sales targets, this unit describes the performance outcomes, skills and knowledge required to set, analyse and achieve personal sales targets to guide performance and monitor the progress of sales against business objectives. 

The unit covers identifying factors affecting sales performance, reviewing and analysing personal sales outcomes against agreed sales targets, and implementing strategies to attain sales targets, according to business policy and procedures.

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



Optical Dispensing FT20

BSBCUS301 Deliver and monitor a service to customers SIRXSLS201 Sell products and services

SIRWSLS303 Analyse and achieve sales targets


Semester 1

Class topics and assessments

Week 1

Orientation: Subject guide discussion, Introduction to School, Responsibilities (RMIT’s & Student)

Pre-Training Review, Assessments, Emergency procedures, Student Services.

Industry structure and profile, Anatomy of the eye

Week 2

Identify customer needs


Week 3

Deliver a service to customers


Week 4

Monitor and report on service delivery

Week 5


Develop and apply product knowledge


Week 6


Approach the Customer


Week 7

Gather and respond to information

Week 8


Sell benefits


Week 9


Week 9


Selling techniques


Week 10

Close the sale

Week 11

Store policies and procedures

Week 12

Analyse sales targets

Week 13

Factors affecting attainment of sales targets

Week 14

Industry placement

Week 15

Industry placement

Week 16

Attain sales targets

Week 17


Week 18





Semester 2

Attain sales targets

Week 1


Week 2


Week 3


Week 4


Week 5


Week 6



Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment


Assessment Task 1: Assignment

Assessment Task 2: Workplace Evidence Log 


Assessment Tasks

FT20  Full Time Group:

  1. Sales Major Assignment (Due 14/06/20)
  2. Evidence Log: 1st submission Due: 05.06.20 & 2nd submission Due: 23.10.20

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

Workplace evidence log: a collection of evidence activities to prove competence, knowledge and skill in a variety of elements and performance criteria across a range of units.

Assessment Matrix

Other Information

Important information regarding Assessment Tasks:


You are permitted to resubmit each individual assessment  only once. 

Resubmissions are not automatic and will only be approved at the discretion of the Program Coordinator, after consultation with the teacher.

All students will be contacted with 7 days by their course coordinator in regards to  resubmission completion 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 5 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.

Where an extension of greater than seven days is needed, you must apply for SPECIAL CONSIDERATION. 

If you require further information please contact your teacher or Program Coordinator.


Academic Integrity and Plagiarism

RMIT has a strict policy on plagiarism and academic integrity. Please refer to


Course Overview: Access Course Overview