Course Title: SIRXSLS001A SellProd&Services

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: MKTG6082C

Course Title: SIRXSLS001A SellProd&Services

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4318 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth

Course Contact Phone: +61 3 9925 8382

Course Contact Email: jade.cusworth@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

 

Timothy Haigh

timothy.haigh@rmit.edu.au

+61 3 9925 4846

Leigh Robinson

leigh.robinson@rmit.edu.au

+61 3 9925 4398

Ralph Richter

ralph.richter@rmit.edu.au

+61 3 9925 4783

Ludmila Keightley

Ludmila.keightley@rmit.edu.au

+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

This course is delivered concurrently with the following courses:

  • HLTHIR301C Communicate and work effectively in health
  • HLTCOM301C Provide specific information to clients

Course Description

This course 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 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:

SIRXSLS001A Sell products and services

Element:

1. Apply product knowledge.

Performance Criteria:

1.1 Demonstrate knowledge of the use and application of relevant products and services according to store policy and legislative requirements.
1.2 Develop product knowledge by accessing relevant sources of information.
 

Element:

2. Approach customer.

Performance Criteria:

2.1 Determine and apply timing of customer approach.
2.2 Identify and apply effective sales approach.
2.3 Convey a positive impression to arouse customer interest.
2.4 Demonstrate knowledge of customer buying behaviour.
 

Element:

3. Gather information.

Performance Criteria:

3.1 Apply questioning techniques to determine customer buying motives.
3.2 Use listening skills to determine customer requirements.
3.3 Interpret and clarify non-verbal communication cues.
3.4 Identify customers by name where possible.
3.5 Direct customer to specific merchandise.
 

Element:

4. Sell benefits.

Performance Criteria:

4.1 Match customer needs to appropriate products and services.
4.2 Communicate knowledge of products 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 accept customer objections.
5.2 Categorise objections into price, time and merchandise characteristics.
5.3 Offer solutions according to store policy.
5.4 Apply problem solving to overcome customer objections.
 

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.
7.2 Advise customer of complementary products or services according to customer's identified need.
7.3 Review personal sales outcomes to maximise future sales.
 

Learning Outcomes



Details of Learning Activities

• Read topic one in the Learner Guide: SIRXSLSOO1A. Upon completion of topic one complete the self-assessment checklist from the learner guide. Once you have done this progress to the next topic and continue until all topics are completed.
• Once you have read all of the topics and completed the self-assessments you are ready to do the online self-assessment task. The self-assessment will check your level of understanding of the unit and provide you with some feedback.
• Refer to Evidence Portfolio Items . 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

• Students who come for blocks of learning at RMIT City campus will be required to attend 2. Dates for your group will be posted on Blackboard
• Students who are part of the Full Time Program will attend class Tuesday, Wednesday and Thursday. 

Students who form part of the SpecSavers group are required to attend the appropriate Cluster as advised on Blackboard.
 

WEEK Starting Tuesday Wednesday Thursday
09/03/2015 No Yes No
16/03/2015 No Yes No
23/03/2015 No Yes No
30/03/2015 No Yes No
06/04/2015 No Yes No
13/04/2015 No Yes No
20/04/2015 No Yes No
27/04/2015 No Yes No
04/05/2015 No Yes No
11/05/2015 No Yes No
18/05/2015 No Yes No
25/05/2015 No Yes No
       
       


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

No prescribed text


References

Learner Guide: SIRXSLS001A Sell products and services


Other Resources

• Evidence Portfolio Year 1
• 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 may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, assignments and submission of your learning and assessment guide (workplace evidence portfolio).


Assessment Tasks

Before attempting any of the assessment tasks below, ensure that you agree will all self-assessment checklists in the learner guide and that you have completed the online self assessment quiz.

1. Complete online test titled SIRXSLS001A Formal Quiz. This test consists of completing a series of 10 online questions. These questions may consist of true or false, multiple choice or short answer questions. In order to pass you need to correctly answer seven or more questions (7 out of 10) You must complete the quiz by the date publish on Blackboard.
2. Refer to your Evidence Portfolio and carefully read and complete Items 3.1-3.3. An RMIT University assessor will assess you on these items during a work-based assessment and during your compulsory attendance in Year 1. In addition your work assessor will include a range of verbal questions to ask during these assessments. An RMIT University assessor will talk to your employer to discuss your progress and development of workplace skills. You must complete these Evidence Portfolio Items by the date published on Blackboard.
3. You will be required to complete a 90 minute closed book Exam 2. It will consist of short answer, multiple choice and labelling diagrams. Please note that this Exam will cover HLTOPD407C, HLTOPD403C, SIRXSLS001A, HLTCOM301C, HLTHIR301C, HLTCOM405D the date for this exam will be published on Blackboard

Assessment dues dates for your group will be posted on Blackboard
Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.


Assessment Matrix

           

National Unit Title:                                                                                        

                       Sell products and services

National Unit Code:  SIRXSLS001A

Assessment Tasks

Elements/ PCs

Required Knowledge

 

Required Skills

 

Critical aspects of assessment

 

1/2

2/4

3/5

4/5

5/4

6/3

7/3

8/

Exam Assessment

1.2,

 

 

2.1,2.2,

2.3,2.4

3.1-3.5

4.1-4.5

5.1-5.4

6.1-6.3

 

 

2,3,4,6,

1.1 – 7.3

1,2,3,5,7

Assignment

 

1.2,

 

 

4.1-4.5,

 

 

 

 

2,

 

1

LEP Items 3.1-3.4

 

1.1-1.2,

2.1-2.4

,3.1-3.5

4.1-4.5

 

5.1-5.4,

6.1-6.3,

7.1-7.3

 

1,2,3,4,5,6,7,8

1.1 – 7.3

1,2,3,4,5,6,7

Work Based Assessment

1.1,

2.1-2.4,

3.1-3.5,

 

4.1-4.5

5.1-5.4

6.1-6.3

7.1-7.3

 

8.1-8.2,

1.1 – 7.3

1,2,3,4,5,6,7

Online Quiz

1.1

2.1-2.4

3.1-3.5,

4.1-4.5

5.1-5.4

6.1-6.3

7.1-7.3

 

1,2,3,4,5,6,7,8

1.1 – 7.3

1,2,3,4,5,6,7

Course Overview: Access Course Overview