Course Title: Implement a sales plan

Part B: Course Detail

Teaching Period: Term2 2014

Course Code: MKTG6078C

Course Title: Implement a sales plan

School: 650T TAFE Business

Campus: City Campus

Program: C4342 - Certificate IV in Banking Services

Course Contact : Doug Gourlay

Course Contact Phone: +61 3 9925-5944

Course Contact Email:doug.gourlay@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Course coordinator
Arie Herrnstadt
arie.herrnstadt@rmit.edu.au
9925 5897

Nominal Hours: 50

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

None

Course Description

This unit describes the performance outcomes, skills and knowledge required to develop, implement and review a sales and promotional strategy for a financial services organisation.

This unit has application to a variety of financial services sectors and is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements so the varying Commonwealth, State or Territory requirements should be confirmed with the relevant body.
 


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSSAM402A Implement a sales plan

Element:

1. Implement promotional strategy
 

Performance Criteria:

1.1. Sales plan is analysed to clarify strategy and sales targets

1.2. Promotional package is created to meet the requirements of the sales plan and enhance the business corporate image and satisfy all relevant legislation , regulations and codes of practice

1.3. Promotional strategy is implemented within budget and in the timeframes specified
 

Element:

2. Prepare distribution channels
 

Performance Criteria:

2.1. Distribution channels are identified and agreements for selling products and/or services are reached

2.2. Training of personnel is undertaken to develop product and service knowledge and to ensure quality customer service is maximised

2.3. Promotional materials are distributed to sales people through established distribution channels within appropriate timeframes
 

Element:

3. Monitor and review sales plan implementation
 

Performance Criteria:

3.1. Criteria to measure the effectiveness of the promotional strategy and performance criteria for sales staff and distribution channels are established so attainment of forecast sales target can be monitored

3.2. Adjustments to the promotional strategy or product and service distribution are made, as necessary, to ensure the required result is being obtained

3.3. Feedback on the implementation of the sales plan and promotional strategy is contributed to the sales planning process
 


Learning Outcomes


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Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities. The self-paced activities will be delivered thought various technology platforms and include your contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions.

The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.

We expect you to participate and contribute in all scheduled learning activities.
 


Teaching Schedule

The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete the course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities 

Legend

Schedule Column NoNational Code and Course Name
                 EFNSSAM402A Implement a sales plan
                 FBSBCUS401B Coordinate implementation of customer service strategies
                 GBSBCUS403A Implement customer service standards
                 HFNSSAM401A Sell financial products and services

Weekly Schedule FNSSAM401A Sell financial products and services

 Week Commence Topics Assessment     E     F   G    H 
 17 JulCourse Induction
Employers expectations, sales methods and barriers                                                     
 

1-3             

1-3          1-3           1-3         
 214 JulSales plans     1-31-2 1-3 
 321 JulDetermining customer service needs, setting standards and systems 1-2 1-31-3 1-4
 428 JulImplementing and evaluating service standards 1-3 1-3 1-4
 54 AugConsultative and value versus product sales, understanding customers 1-31-2
 611 AugSkills required to:
1. Determine client needs
2. Present information to clients 
 Task 1 due1-2 1-3 1-2
 718 AugInitial service and selling simulation practice and feedback  1-2 1-2 1-3 1-3
 825 AugInitial service and selling simulation practice and feedback  1-2 1-2 1-3 1-3
 1 - 7 SeptMID SEMESTER BREAK 1-31-3
 98 SeptIdentify nature of enquiry 12,32-3 
 1015 SeptDetermine client’s suitability Task 2 due    
 1122 SeptPresent product and manage objections  1-2 1-2 2,3 
 1229 SeptConfirm and close sale 2-3 2,3 
 136 OctDealing with complaints
Monitor and review sales plan implementation and customer service
 2-3 2-4 
 1413 OctSelling Simulation and feedbackTask 3 due1-3 1-3 1-3 1-4 
 1520 OctSelling Simulation and feedback 1-3 1-3 1-3 1-4
 1627 OctResubmissions if necessary 1-3 1-3 1-3 1-4

Note: The teaching schedule is subject to change at the teacher’s discretion. Notification of changes can be made directly in class by the teacher, emailed to each student or via an announcement placed on the Blackboard.


Learning Resources

Prescribed Texts

No Text is prescribed, however students are encouraged to find their own resources, both printed and on-line.


References


Other Resources

Other materials will be placed on the Blackboard and will be used when directed so by your teacher.


Overview of Assessment

 Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical tests, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work-based or course activities.

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met. You will be provided with feedback throughout the course to check your progress.
 


Assessment Tasks

Co-delivered courses:

This competency is co-delivered with the following courses:

MKTG6077C - Sell Financial products and services;

MKTG7841C - Implement customer service standards;

MKTG6088C - Coordinate implementation of customer service strategies

Critical aspects of Assessments:

Evidence of the following is also essential:

  • successfully develop a sales plan based on analysis of the market
  • implement a sales strategy including putting appropriate sales training in place
  • evaluate and make necessary adjustments to ensure the success of a sales plan.

You are required to complete 3 three tasks. You must successfully complete all three tasks to be deemed competent in this unit.

Task 1 Group Assignment (maximum 3 students) due Week 6


For this assessment task you are to write a case study in report format (maximum 1200 words) regarding implementing customer services standards in a financial service company.
You will be asked to select an organisation and one of its financial products, decide the audience and their specific needs and address the following:

  • The target group the product was aimed at, and to address which specific needs?
  • The main way of promoting promoting and selling this product
  • The customer service skills staff need to sell to and service the target customers
  • The activities necessary for staff to develop these skills
  • The underlying tasks managers have to perform to support their staff in providing good customer service
  • How staff and managers may determine whether their sales and customer services practices are successful.

Task 2 Individual Assignment due Week 10

For this assessment task you are to write a research report (maximum 1000 words) advising financial service staff about how to provide good customer service in various customer interaction scenarios:


• face-to-face encounters
• phone calls
• email enquiries
• dealing with customer complaints
 

Task 3 Sales simulation due in Week 14

For this assessment task you are to pair with another student and create a role play scenario of a buyer and seller. Each one of you will have a different customer profile and needs. When taking the role of the seller, you will have to display good customer service skills, determine and confirm their customer’s needs and whether they are eligible for the product, select the best product for them, present this product appropriately to the customer both verbally and visually, and determine whether the customer is interested in making a contract for this product.
 


Submission Requirements
 

You should:

  • Ensure that you submit assessments on or before the due date. 
  • Always retain a copy of your assessment tasks. (hard copy and soft copy)
  • When you submit work for assessment at RMIT University you need to use a cover sheet that includes a declaration and statement of authorship. You must complete, sign and submit a cover sheet with all work you submit for assessment, whether individual or group work. On the cover sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet for submission of each assessment task is available on blackboard.
  • Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, 324567, Task 2, OHS2345C Ensure safe workplace, Page 1 of 10.


Late Submission Procedures


You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.


If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.
More Information: http://www.rmit.edu.au/students/assessment/extension
Form to use: http://mams.rmit.edu.au/seca86tti4g4z.pdf


Where an extension of greater than seven days is needed, you must apply for special consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.
More Information: http://www.rmit.edu.au/browse;ID=g43abm17hc9w
Form to use: http://mams.rmit.edu.au/8a5dgcaqvaes1.pdf


Resubmissions (VET Programs):


If you are found to be unsuccessful in a Course Assessment Task you will be allowed one resubmission only. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. The highest grade you will receive if your resubmission is successful is “CAG”.
If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.


Adjustments to Assessment


In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:
More Information: http://rmit.edu.au/browse;ID=7usdbki1fjf31

 


Marking Guide (Competency):

You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.

Marking Guide (Grading)

After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:
Final Grades table:


CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achieved – Graded
NYC Not Yet Competent
DNS Did Not Submit for assessment


Further information regarding the application of the grading criteria will be provided by your teacher.


 


Assessment Matrix

Course Overview: Access Course Overview