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SIRXMPR003A (8 pages, 115 KB)


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SIRXMPR003A (8 pages, 115 KB)

  1. 1. Training Package Retail Services (SIR07) HSC Requirements and Advice Unit title Conduct telemarketing Unit code Competency field Sector HSC Indicative Hours SIRXMPR003A Public Relations and Marketing Cross-Sector 20 This unit describes the performance outcomes, skills and knowledge required to apply telemarketing techniques to secure orders or sales through Unit descriptor directly approaching customers or by responding to incoming calls from customers. Prerequisite units Nil This unit involves ensuring that telemarketing technology is appropriately utilised, customer needs met, target calls identified, responses processed Application of the unit according to business requirements and that sales leads are followed up as required. Frontline sales personnel are responsible for this function. The required outcomes described in this unit contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification Employability Skills in which this unit is packaged will assist in identifying Employability Skill requirements. Evidence Guide The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package. Critical aspects for assessment and Context of and specific resources for evidence required to demonstrate Methods of assessment Assessing Employability Skills assessment competency in this unit Evidence of the following is essential: Assessment must ensure access to: A range of assessment methods should be Employability Skills are integral to effective • satisfactory processing of a customer • a real or simulated work environment used to assess practical skills and knowledge. performance in the workplace and are broadly inquiry relating to the specific marketing • relevant documentation, such as: The following examples are appropriate for consistent across industry sectors. How these campaign - store policy and procedures manuals this unit: skills are applied varies between occupations • satisfactory processing of incoming sales - campaign details • observation of the candidate in the and qualifications due to the different work calls from customers - call guides workplace functions and contexts. • satisfactory processing or outgoing - order forms • third-party reports from a supervisor - a range of communication equipment. • customer feedback Employability Skills embedded in this unit contact with customers to obtain sales, • a role play should be assessed holistically in the context or recall or regain a customer • written or verbal questioning to assess of the job role and with other relevant units • matching customer requirements with knowledge and understanding that make up the skill set or qualification. business offerings • recording sales • review of portfolios of evidence and • retaining or regaining customers third-party workplace reports of on-the- • successful handling of a range of job performance. Retail Services Curriculum Framework October 2007 SIRXMPR003A Conduct telemarketing 204
  2. 2. customer Critical aspects for assessment and evidence required to demonstrate Methods of assessment cont/d competency in this unit cont/d contingencies encountered during Holistic assessment with other units relevant performance of telemarketing duties to the industry sector, workplace and job role • completion of communication tasks is recommended. according to business procedures, e.g. phone orders and accompanying written confirmations, faxed order forms and confirmation documents, electronic order lodgement and accompanying hard copies of computer documents. Retail Services Curriculum Framework October 2007 SIRXMPR003A Conduct telemarketing 205
  3. 3. Required Skills and Knowledge This section describes the essential skills and knowledge and their level, required for this unit. The following skills must be assessed as part of this unit: The following knowledge must be assessed as part of this unit: • interpersonal communication skills to: • store policy and procedures in regard to: - clarify matters relating to campaign objectives or responsibilities with relevant personnel - telecommunications, including telemarketing and telesales - respond to customer enquiries - interacting with customers - call customers - promoting products - report faults or difficulties with report and recording to appropriate personnel through - processing sales transactions clear and direct communication • techniques in interpersonal communication - ask questions to identify and confirm requirements • relevant industrial or legislative requirements - use language and concepts appropriate to cultural differences • use and maintenance of technology - use and interpret non-verbal communication • OHS aspects of job • literacy and numerical skills related to: • relevant commercial law, legal and security requirements. - reading and understanding business policy and procedures - reading and understanding database entries - processing sales transactions - recording data - data analysis • collaboration and teamwork • apply privacy and security arrangements • clarify campaign details • solve routine operational problems • use appropriate technology to complete ascribed role • identify targets • record and report information for business transactions and as required by business • demonstrated application of safe work practices. Retail Services Curriculum Framework October 2007 SIRXMPR003A Conduct telemarketing 206
  4. 4. Element Performance Criteria Range Statement 1 Confirm telemarketing processes 1.1 Obtain and confirm details of campaign. The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the Performance Criteria is detailed below. Campaign may vary to accommodate regional variations in: • demographics • economics • competition • social and cultural factors • political influences • legal factors • natural factors • technology. 1.2 Clarify matters relating to campaign objectives or responsibilities Campaign objectives may vary according to: with relevant personnel. • product or service • merchandising and sales strategy • sales • promotional strategies, including: - duration - cycle - territory coverage - product or service focus. Relevant personnel may include: • supervisor • team leader • manager • specialist technical staff. 1.3 Prepare call guides and action lists where required. Call guides may be: • prepared internally or externally • in hard or electronic form • automated or manual. 1.4 Determine technology required for completion of assigned role in Technology may include: campaigns. • personal computers or terminals, which may be stand-alone or networked • point-of-sale terminals Retail Services Curriculum Framework October 2007 SIRXMPR003A Conduct telemarketing 207
  5. 5. Element Performance Criteria Range Statement • telecommunications equipment • software, including: - word processing - databases - spreadsheets - financial - inventory • electronic data interchange (EDI). 2 Respond to customer enquiries 2.1 Clearly establish customer needs. Customers may include: using telemarketing technology • new or repeat contacts • external and internal contacts • business customers or individuals • customers with routine or special requests • people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities. 2.2 Satisfy customer inquiries in a prompt and efficient manner. Customer inquiries may relate to: • warranties • use-by dates • storage requirements • stock availability • product range • features and benefits of products • price • delivery • progress of order placed. 2.3 Refer inquiries beyond individual capabilities or beyond scope of the campaign to relevant personnel or record for later response. 2.4 Follow up on information not supplied to the customer on initial inquiry and relay to the customer within the quickest possible time. 2.5 Apply sales and service techniques according to business and Sales and service techniques may include: industry standards. • questioning and active listening • sales closing techniques • associated sales techniques, including: - trade-up Retail Services Curriculum Framework October 2007 SIRXMPR003A Conduct telemarketing 208
  6. 6. Element Performance Criteria Range Statement - trade-in - tie-ins - cut-ins - range-ins • negotiation skills • over-the-phone empathy creation • securing payment. 2.6 Discuss and confirm payment options with customer during sales Payment options may include: transaction. • credit card • electronic funds transfer • cheque • money order • hire purchase • cash on delivery (COD) • customer account. 2.7 Confirm supply arrangements with customer during sales Supply arrangements may include: transaction. • delivery of products • provision of services • maintenance and support agreements • leasing agreements and consultancies • research and development. 3 Seek customers using 3.1 Identify and confirm call targets. telemarketing technology 3.2 Identify telephone numbers from data base. 3.3 Complete calls in the most efficient manner possible. 3.4 Ensure call principles and procedures conform to business policy and procedures. 3.5 Record customer responses accurately to required level of detail. 3.6 Answer customer queries or refer to appropriate personnel Business policy and procedures may relate: according to business policy and procedures. • use of telecommunications technology • maintaining and utilising client records Retail Services Curriculum Framework October 2007 SIRXMPR003A Conduct telemarketing 209
  7. 7. Element Performance Criteria Range Statement • promotional and marketing programs • sale and supply of products and services • interaction with customers. 3.7 Action customer requests according to business policy and procedures. 4 Process telemarketing customer 4.1 Record and report customer requirements. Customer requirements may relate to: sales and orders • product type • brand • size • quantity • product characteristics • method of delivery • price. 4.2 Accurately record customer particulars. Customer particulars may include: • customer’s name and contact details • transaction records • personal preferences • anniversaries and special dates • details of items bought or returned. 4.3 Complete and report appropriate records according to business processes and technology. 4.4 Process customer's preferred payment and delivery options. 4.5 Arrange credit checks according to business and industry policy Credit check procedures may include: and requirements. • automated or manual • completed internally or by external agent. 4.6 Fully apply privacy arrangements during transaction. 5 Maintain telemarketing systems 5.1 Maintain telemarketing systems and technology to business and and technology manufacturer requirements. Retail Services Curriculum Framework October 2007 SIRXMPR003A Conduct telemarketing 210
  8. 8. Element Performance Criteria Range Statement 5.2 Report faults or safety problems with telemarketing systems and Faults or safety problems may include: work space to relevant personnel. • spills • sharp edges • loose wiring • transaction faults • equipment and technology faults. 6 Record campaign results 6.1 Process campaign results and records according to business Records may include: processes and technology. • manual or electronic records • purchase requests and orders • tender submissions and proposals • invoices and payment requests • statements and petty cash vouchers • offer and contract documents • evaluation process documentation • records of authorised officers’ decisions • corporate credit card transaction statements • records of supplier performance • financial statements • asset registers • records of conversation. 6.2 Convey difficulties encountered reporting and recording campaign results to appropriate personnel. 6.3 Assess performance against agreed targets and analyse for future improvement. Retail Services Curriculum Framework October 2007 SIRXMPR003A Conduct telemarketing 211