Course Title: Sell products and services

Part B: Course Detail

Teaching Period: Term1 2018

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: jade.cusworth@rmit.edu.au


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

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

Element:

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.

 

Element:

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.

Element:

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.

 

Element:

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.

 

Element:

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.

 

Element:

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

 

Element:

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

   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

 

 FT18 Full time group: This course will be delivered in the first semester across a five week period.

This is a co-delivered course on sales. The three co-delivered courses are; BSBCUS301B Deliver and monitor a service to customers, SIRXSLS001A Sell products and services and SIRWSLS303 Analyse and achieve sales targets.

 

 

Assessments:

 

Evidence log Due date: 01/11/18

 

Case Studies. Due date: 29/06/18

BSBCUS301 Deliver and monitor a service to customers

2

12/02

 

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

 

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

 

3

19/02

 

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

 

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

26/02

 

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

 

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

 

 

 

 

 

SIRXSLS201 Sell products and services

 

 

5

05/03

 

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

8. Develop and apply product knowledge.

1.3. Identify gaps in product knowledge and resolve by accessing relevant sources of information.

6

12/03

 

 

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.

 

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.

 

7

 

19/03

 

 

 

 

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.

12. Gather and respond to information.

 

3.3. Direct customer to specific merchandise according to customer requirements and store policy.

8

26/03

Mid-semester break

 

 

 

9

02/04

Mid-semester break

 

 

 

10

09/04

Industry placement

 

 

    11

16/04

Industry placement

 

 

12

23/04

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

 

14. Overcome objections.

5.1. Identify and acknowledge customer objections according to store policy.

5.2. Categorise objections into price, time and merchandise characteristics 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 objections or refer to senior staff

 

13

30/04

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.

SIRWSLS303 Analyse and achieve sales targets

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

 

 

14

 

07/05

 

 

SIRWSLS303 Analyse and achieve sales targets

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.

 

15

 

14/05

 

 

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.

 

 

 

 

 

16

 

 

 

 

21/05

 

 

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

 

 


Learning Resources

Prescribed Texts


References


Other Resources


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 https://www.rmit.edu.au/students/student-essentials 

 


Assessment Tasks

Assessment will be the Sales Assignment and a workplace evidence log.


Assessment Matrix

Course Overview: Access Course Overview