SALES AND MARKETING OPERATION LEVEL 3 (1).pdf

20
CURRICULUM of COMPETENCY UNIT (CoCU)
Sub Sector BUSINESS & FINANCE
Job Area SALES & MARKETING
Competency Unit Title DIRECT/ RETAIL SALES
Learning Outcome
The person who is competent in this CU shall be able carry out direct/retail sales activities which focus on doing sales
directly to individuals or retails customer. Upon completion of this competency unit, trainees will be able to:-
 Identify direct/ retail sales requirement
 Prepare marketing collateral
 carry out direct / retail sales
 Carry out Tele-sales
 Carry out direct/retail sales performance review
 Prepare direct / retail sales report
Competency Unit ID Level 3
Training
Duration
124 Hours Credit Hours
Work Activities Related Knowledge Related Skills
Attitude / Safety /
Environmental
Training
Hours
Delivery
Mode
Assessment
Criteria
1.Identify direct/
retail sales
requirement
i. Classification of
product and services
ii. Types of product /
service specification
iii. Sales team
iv. Sales target
v. Methods of marketing
such as;
 Direct marketing
 Relationship
marketing
 Advertising
 Public relations
 Positioning
4 hours Lecture i. Product
specification
explained based
on
manufacturers
specification
company
procedure
ii. Product
packaging
specification
explained based
on specification
iii. Sales team work

21
Attitude / Safety /
Environmental
Training
Hours
Delivery
Mode
Assessment
Criteria
i. Determine types of
product and services
ii. Obtain product/ service
specification
iii. Obtain product
packaging specification
iv. Identify sales team
v. Acquire organizational
sales target.
vi. Check stock availability.
vii. Determined methods of
marketing Attitude:
i. Proactive in
obtaining
procedure
8 hours Demonstration
&
Observation
determined and
job distributed
accordingly
iv. Marketing
strategy
explained based
on market
segmentation
2. Prepare
marketing
collateral
i. Location /source of
current marketing
collateral.
ii. Organizational
procedure on retrieve
current marketing
collateral.
iii. Procedure to acquire
current company profile
iv. Types of marketing
collateral
v. Latest pricing list for
every organization
product/ service
6 hours Lecture i. Procedure to
determine
location /source
of current
marketing
collateral
explained
ii. Organizational
procedure on
retrieving current
marketing
collateral
described
iii. Procedure to
acquire current
company profile
explained
iv. Latest version of
brochures,
flyers, product
i. Determine location
/source of current
marketing collateral.
ii. Obtain organizational
procedure on retrieving
&
Observation

22
Attitude / Safety /
Environmental
Training
Hours
Delivery
Mode
Assessment
Criteria
current marketing
collateral.
iii. Determine procedure to
acquire current
company profile
iv. Acquire latest version of
marketing collateral
v. Obtain latest pricing list
for product/ service. Attitude:
i. Proactive in
obtaining latest
marketing
collateral
catalogue
checked.
v. Latest pricing list
for every
organizational
product/ service
classified.
3. Carry out
direct sales
i. Definition of direct
sales
ii. Existing customer’s
particular list
iii. Potential customer’s
particular list
iv. Referral from existing
customer
v. Procedure in making
appointment with
customer
vi. Effective
communication
vii. Dressing code and
etiquette
viii. Presentation technique
of product/ service
information
ix. Types of procurement
document such as:
 Quotation
 Purchase Order
 Delivery Order
8 hours Lecture i. Procedure to
obtain existing
customer’s
particular list
explained
ii. Procedure to
obtain potential
customer’s
particular list
explained
iii. Referral existing
customer
obtained
iv. Procedure in
making
appointment with
customer
explained
v. Dressing code or
etiquette
described
vi. Product/ service
information

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Attitude / Safety /
Environmental
Training
Hours
Delivery
Mode
Assessment
Criteria
 Invoice
x. Procedures in payment
collection
xi. Customer complaint
handling procedure
xii. Procedure in customer
complaint handling
presented to
potential
customer.
vii. Document to
close sale with
customer
determined
viii. Payment from
customer
collected.
ix. Customer
complaint
handled.
i. Determine existing
customer’s particular list
ii. Determine potential
customer’s particular
list
iii. Identify referral from
existing customer
iv. Make appointment with
customer according to
procedure
v. Present product/ service
information to customer.
vi. Prepare document to
close sale with potential
customer.
vii. Arrange payment
collection
viii. Handle customer
complaint according to
company procedure Attitude:
i. Apply effective
communication
ii. Adhere to
dressing code
or etiquette
&
Observation

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Attitude / Safety /
Environmental
Training
Hours
Delivery
Mode
Assessment
Criteria
4. Carry out retail
sales
i. Definition of retail sales
ii. Existing customer’s
particular list for retail
sales
iii. Potential customer’s
particular list for retail
sales
iv. Procedure to prepare
product samples
v. Types of product for
retail sales
vi. Transportation
requirements for retail
sales
vii. Presentation of
product/ service
information
viii. Types of procurement
document for retail
sales such as;
 Quotation
 Purchase Order
 Delivery Order
 invoice
ix. Procedures in payment
collection for retail
sales
10 hours Lecture i. Existing
customer’s
particular list
obtained
ii. Potential
customer’s
particular listed
out
iii. Referral existing
customer
obtained
iv. Procedure in
make
appointment with
customer
explained
v. Effective
communication
applied.
vi. Dressing code or
etiquette
adhered
vii. Product/ service
information
presented to
potential
customer.
viii. Document to
close sale with
customer
submitted.
ix. Payment from
customer
collected.
x. Customer
complaint
i. Determine existing
customer’s particular list
for retail sales
ii. Determine potential
customer’s particular
list
iii. Make appointment with
customer according to
&
Observation

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Attitude / Safety /
Environmental
Training
Hours
Delivery
Mode
Assessment
Criteria
procedure
iv. Present product
information to customer
v. Prepare document to
close sale with
customer.
vi. Arrange payment
collection
vii. Handle with retail
customer complaint Attitude:
i. Communication
skill
iii. Apply effective
communication
iv. Adhere to
dressing code
or etiquette
handled.
5. Carry out Tele-
sales
i. Potential customer’s
telephone number and
particular list.
ii. Telephone etiquette
iii. Procedure of sales
confirmation via
telephone or email.
iv. Types of payment from
customer.
v. Method of delivering
product/services to
customer
vi. Procedure of
confirmation product/
service delivery.
vii. Customer complaint
6 hours Lecture i. Potential
customer’s
telephone
number and
particular listed
out
ii. Telephone
etiquette
explained
iii. Procedure of
sales
confirmation via
telephone or
email explained
iv. Payment
transaction
record collected
from customer.

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Attitude / Safety /
Environmental
Training
Hours
Delivery
Mode
Assessment
Criteria
i. Obtain potential
customer’s telephone
number and particular
list.
ii. Determine procedure of
sales confirmation via
telephone or email.
iii. Obtain payment
transaction record from
customer.
iv. Confirm method of
delivering for
product/services to
customer
v. Confirm product/ service
acceptance by customer.
vi. Handle customer
complaint
Attitude:
i. Effective
communication
skill
ii. Well verse in
organization
product
information.
iii. Adhere with
telephone
etiquette
&
Observation
v. Method of
delivering
product/services
to customer
confirmed.
vi. Procedure of
confirmation on
product/ service
delivery
described
xi. Procedure of
payment for
telesales
explained

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Attitude / Safety /
Environmental
Training
Hours
Delivery
Mode
Assessment
Criteria
6. Carry out
direct /retail
sales
performance
review.
i. Procedure to prepare
report of direct & retail
sales.
ii. Human resource
manual (staff
performance)
iii. Sales performance
issues.
iv. Procedure in giving
feedback
v. Improvement of sales
skills and confidence
level
vi. Performance measures
vii. Motivation technique
to increase sales
volume among staff
4 hours Lecture i. Report of direct
& retail sales
interpreted
ii. Human resource
manual (staff
performance)
identified
iii. Sales
performance
issues
interpreted
iv. Procedure in
giving feedback
explained
v. Improvement of
sales skills and
confidence
proposed
vi. Performance
measures listed
out
i. Interpret report of direct
& retail sales.
ii. Interpret human
resource manual (staff
performance)
iii. Determine sales
performance issues.
iv. Identify procedure in
giving feedback
v. Determine improvement
of sales skills and
confidence level
vi. Establish performance
measures Attitude:
i. Systematic in
determining
type of
information
&
Observation

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Attitude / Safety /
Environmental
Training
Hours
Delivery
Mode
Assessment
Criteria
7.Prepare direct /
retail sales report
i. Procedure to prepare
direct / retail sales
report
ii. Report writing
technique.
4 hours Lecture i. Direct/ retail
sales report
produced
according to
correct format
ii. Report submitted
to superior.
i. Determine procedure
and format to prepare
direct / retail sales report
ii. Write direct / retail sales
report
iii. Submit and present
direct / retail sales report
to executive /
stakeholder
Attitude:
i. Meticulous in
preparing sales
report
&
Observation

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