Course Title: Sell products and services
Part B: Course Detail
Teaching Period: Term1 2017
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, Timothy Haigh
Course Contact Phone: 03 9925 8382 / 03 9925 4846
Course Contact Email: jade.cusworth@rmit.edu.au / timothy.haigh@rmit.edu.au
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
None
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 |
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Element: |
1. Develop and apply product knowledge |
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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. |
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Element: |
3. Gather and respond to information |
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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. |
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Element: |
4. Sell benefits |
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Performance Criteria: |
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Element: |
5. Overcome objections |
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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. |
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Element: |
6. Close sale |
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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. |
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Element: |
7. Maximise sales opportunuties |
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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. |
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Element: |
2. Approach customer |
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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
• 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
Full Time Students:
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BSBCUS301 Deliver and monitor a service to customers |
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2 |
13/02 |
Assessments:
Evidence log Due date: 16/11/17
Sales Major Assignment. Due date: 16/10/17 |
1. 1. Identify customer needs 1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations 1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements
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2. Identify customer needs 1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options 1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
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3 |
20/02 |
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3. 2 Deliver a service to customers 2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements 2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery 2.3 Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements
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4. Deliver a service to customers 2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements 2.5 Identify and use available opportunities to promote and enhance services and products to customers |
4 |
27/02 |
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5. 3 Monitor and report on service delivery 3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements 3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements
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6. 3 Monitor and report on service delivery 3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements 3.4 Regularly seek customer feedback and use to improve the provision of products and services 3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery
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SIRXSLS201 Sell products and services |
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5 |
06/03 |
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7. Develop and apply product knowledge. 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.
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8. Develop and apply product knowledge. 1.3.Identify gaps in product knowledge and resolve by accessing relevant sources of information. |
6 |
13/03 |
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9. Approach customer. 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.
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10. Approach customer. 2.4.Initiate customer contact according to store policy. 2.5.Convey a positive impression to encourage customer interest according to store policy. |
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7
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20/03
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INDUSTRY PLACEMENT |
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8 |
27/03 |
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11. Gather and respond to information. 3.1.Apply questioning techniques and listening skills to determine customer buying motives and requirements. 3.2.Interpret and clarify non verbal communication cues.
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12. Gather and respond to information.
3.3.Direct customer to specific merchandise according to customer requirements and store policy. |
9 |
03/04 |
Mid Semester Break 24 - 31 March |
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10a |
10/04 |
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13. Sell benefits 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
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Good Friday |
10b |
17/04 |
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14. Overcome objections. 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.
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11 |
24/04 |
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15. Close sale. 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.
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12 |
01/05 |
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16. Maximise sales opportunities 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.
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SIRWSLS303 Analyse and achieve sales targets
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13
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08/05
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17. Analyse sales targets. 1.1.Confirm team sales targets according to business policy and procedures. 1.2.Analyse personal sales targets against agreed parameters. 1.3.Regularly monitor progress towards sales targets. 1.4.Analyse performance of different customers and areas to determine common factors supporting or deterring sales. |
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14
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15/05
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18. Determine factors affecting attainment of sales targets. 2.1.Evaluate factors affecting sales performance against the agreed sales targets. 2.2.Anticipate and address factors likely to impinge upon attainment of sales targets. 2.3.Approve amended or new sales targets according to business policy and procedures. |
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15 |
22/05
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19. Attain sales targets Initiate actions to address customers with under-performing sales, and report progress to senior management in line with standard organisational policies and procedures. 3.2.Identify customers with strong sales performance and initiate actions to extend sales opportunities and sustain customer loyalty. 3.3.Identify changing business circumstances that may influence capacity to meet or exceed sales targets and determine a course of action to address the challenge. 3.4.Report sales progress to senior management using standard organisational policies and procedures.
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16 |
29/05 |
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26. |
27. |
17 |
05/06 |
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28. |
29.
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18 |
12/06 |
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30. |
31. |
19 |
19/06 |
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32. |
20 |
26/06 |
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33. |
• OP48 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 15.05.2017 - 19.05.2017
- OP49 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 23.10.2017 - 27.10.2017
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
References
Other Resources
• Evidence Portfolio
• Learner Guide SIRXSLS001A Sell products and services
• PowerPoint Summary
• Additional learning materials available through Learning Hub
• RMIT Library (www.rmit.edu.au/library)
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (www.rmit.edu.au/studyandlearningcentre)
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 www.rmit.edu.au/students/specialconsideration 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 www.rmit.edu.au/students/assessment/extension or speak to your Program Coordinator.
Or:
• 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 www.rmit.edu.au/students/specialconsideration 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” http://emedia.rmit.edu.au/learninglab/. 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 www.rmit.edu.au/students/academic-integrity
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 http://www1.rmit.edu.au/students/rights-and-responsibilities
This course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced at www.rmit.edu.au/students/assessment
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 http://www.rmit.edu.au/browse;ID=8u7jborsx9dy
Assessment Tasks
Full Time Group:
- Sales Major Assignment Due: 12.06.2017
- Evidence Log Due: 16.11.2017
OP48:
- Sales Major Assignment Due: 19.06.2017
- Evidence Log Due: 06.10.2017
OP49:
- Sales Major Assignment Due: 27.11.2017
- Evidence Log Due: 20.03.2018
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