Course Title: Sell products and services
Part B: Course Detail
Teaching Period: VE 2020
Class Number: All
Class Section: All
For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.
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
Ralph Richter: ralph.richter@rmit.edu.au
Timothy Haigh: timothy.haigh@rmit.edu.au
Leigh Robinson: leigh.robinson@rmit.edu.au
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:
• Refer to Evidence Log and familiarise yourself with the content
• 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
OP Trainee Groups:
Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 (Date will be made available at enrolment and on Canvas)
Students who form part of the SpecSavers group will be applying for RPL for this unit
Learning Resources
Prescribed Texts
References
Other Resources
• 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
Assessment Task 1: Assignment
Assessment Task 2: Workplace Evidence Log
Assessment Tasks
OP Trainee Groups:
Assessment task 1 - Optical Sales Assignment
See assessment tool on Canvas for details of this assessment.
Assessment task 2 - Workplace Evidence Logbook
A collection of evidence activities to prove competence, knowledge and skill in a variety of elements and performance criteria
SpecSavers
Your RPL application for this course will be supported by workplace evidence gathered in a logbook that must be submitted by the due date.
Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.
Due Dates
The due dates for assessments will vary for the individual Program groups. These dates will be posted in Canvas.
Assessment Matrix
Other Information
Important information regarding Assessment Tasks:
Each individual assessment may only be resubmitted 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 regard to resubmission completion dates.
Please note an opportunity to repeat placement (Full time students ONLY) is not guaranteed and will be at the discretion of the Program Coordinator/Program Manager.
EXTENSION OR SPECIAL CONSIDERATION
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 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.
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
https://www.rmit.edu.au/students/student-essentials/rights-and-responsibilities/academic-integrity
Course Overview: Access Course Overview