Course Title: Sell products and services

Part B: Course Detail

Teaching Period: Term2 2009

Course Code: MKTG7821C

Course Title: Sell products and services

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4212 - Certificate IV in Optical Dispensing

Course Contact: Timothy Haigh

Course Contact Phone: +61 3 9925 4846

Course Contact Email: timothy.haigh@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 18

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 involves the skills, knowledge and attitudes required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses the key selling skills from approaching the customer to closing the sale. It requires a basic level of product knowledge.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

WRRS1B Sell products and services

Element:

Apply product knowledge

Performance Criteria:

1.1    Knowledge of the use and application of relevant products and services demonstrated according to store policy and legislative requirements.
1.2    Product knowledge developed by accessing relevant sources in information.

Element:

Approach customer

Performance Criteria:

2.1    Timing of customer approach determined and applied.
2.2    Effective sales approach identified and applied.
2.3    Positive impression conveyed to arouse customer interest.
2.4    Knowledge of customer buying behaviour demonstrated.

Element:

Close sale

Performance Criteria:

6.1    Customer buying signals monitored, identified and responded to appropriately.
6.2    Customer encouraged to make purchase decisions.
6.3    Appropriate method of closing sale selected and applied.

Element:

Gather information

Performance Criteria:

3.1    Questioning techniques applied to determine customer buying motives.
3.2    Listening skills used to determine customer requirements.
3.3    Non-verbal communication cues interpreted and clarified.
3.4    Customers identified by name where possible.
3.5    Customer directed to specific merchandise.

Element:

Maximise sales opportunities

Performance Criteria:

7.1    Opportunities for making additional sales recognised and applied.
7.2    Customer advised of complementary products or services according to customer’s identified need.
7.3    Personal sales outcomes reviewed to maximise future sales.

Element:

Overcome objections

Performance Criteria:

5.1    Customer objections identified and accepted.
5.2    Objections categorised into price, time and merchandise characteristics.
5.3    Solutions offered according to store policy.
5.4    Problem solving applied to overcome customer objections.

Element:

Sell benefits

Performance Criteria:

4.1    Customer needs matched to appropriate products and services.
4.2    Knowledge of products’ features and benefits communicated clearly to customers.
4.3    Product use and safety requirements described to customers.
4.4    Customers referred to appropriate product specialist as required.
4.5    Routine customer questions about merchandise are answered accurately and honestly or referred to more experienced senior sales staff.

Learning Outcomes



Details of Learning Activities

1: Read each topic in the Learner Guide.  Upon completion of each topic, complete the self-assessment checklist from the Learner Guide.  Once you have done this, progress to the next topic.
2:  Complete the self-assessment quiz.  Please note, this is not an assessment task.  The self-assessment will check your level of understanding of the unit and provide you with feedback.
3: Refer to the Learning and Assessment Guide (LAG) items 3 and 10.  Familiarise yourself with the content.


Teaching Schedule

Topic 1: Apply product knowledge
Topic 2: Approach customer
Topic 3: Gather information
Topic 4: Sell benefits
Topic 5: Overcome objections
Topic 6: Close sale
Topic 7: Maximise sales opportunities


Learning Resources

Prescribed Texts


References


Other Resources

1. Learner guide WRRS1B
2. Learning and Assessment Guide – Year 1


Overview of Assessment

Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, submission of your learning and assessment guide and assignments.


Assessment Tasks

Before attempting any of the below assessment tasks ensure that you agree with all self-assessment checklists in the Learner Guide and that you have completed the online self-assessment quiz.

1.  Complete the online test titled WRRS1B.  This test consists of completing a series of 10 online questions.  These questions may consist of true or false, multiple choice, short answer questions etc.  In order to pass you need to answer seven or more correct (7 out of 10).  You must pass this prior to completing assessment task 2.

2.  Refer to your learning and assessment guide (LAG) and carefully read items 3 and 10.  An RMIT University assessor will assess you on items 3 and 10 during a work-based assessment and during your compulsory attendance at blocks in year one.  In addition your assessor will include a range of verbal questions to ask during these assessments.  In addition an RMIT University assessor may talk to your employer.

3.  At the end of the semester you will be required to complete a 60-minute online examination on the Learning Hub, which will be posted online for one week (you will be notified shortly).  Please note that this examination will cover HLTCOM301B, WRRS1B and HLTOPD407A and you will only be allowed to attempt it once.  This examination will include short answers, true or false, multiple-choice, equations and other types of questions.  You will know at the end of this test if you have passed.  The pass mark is 70%.  

Please note that you will need to demonstrate competency in all 3 of these assessment tasks in order to achieve competency for this unit.


Assessment Matrix

Course Overview: Access Course Overview