Course Title: Sell products and services
Part B: Course Detail
Teaching Period: Term1 2019
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: |
|
Element: |
2. Approach customer |
Performance Criteria: |
2. 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. 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. 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. 3.3.Direct customer to specific merchandise according to customer requirements and store policy. |
Element: |
4. Sell benefits |
Performance Criteria: |
4. 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. |
Element: |
5. Overcome objections |
Performance Criteria: |
5. Overcome objections. 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: |
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. |
Element: |
7. Maximise sales opportunities |
Performance Criteria: |
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. |
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
FT19 Full time group
Semester 1 - Sales Cluster
Week 1 to Week 9
Thursdays and Fridays afternoons, 2.00pm until 5.00pm
Commencing on 14th February, 2019.
Then:
Week 11 to 13 Thursday afternoons 2.00pm until 5.00pm
Learning Resources
Prescribed Texts
References
Other Resources
• Evidence Portfolio
• 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
FT19 Full Time Group:
- Sales Major Assignment Due: 14/06/19
- Evidence Log: 1st submission Due: 31/05/19 & 2nd submission Due: 18/10/19
Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.
Workplace evidence log: a collection of evidence activities to prove competence, knowledge and skill in a variety of elements and performance criteria across a range of units.
Assessment Matrix
Levels of Attainment | |||
Developing (Not Yet Satisfactory)
Answer is not yet to the required standard. Demonstrates little or no knowledge of concepts and skills needed.
|
Functional (Not Yet Satisfactory)
Answer covers basic requirements with limited translation and interpretation of the concepts, skills and procedures learned.
|
Competent (Satisfactory)
Answer reached the required standards. Interpretation of concepts, skills and procedures learned will enable performance at a level appropriate to the workplace
|
Proficient (Satisfactory)
Answer demonstrates a thorough understanding of the concepts, skills and procedures. Can function independently in different environments. |
1 |
2 |
3 |
4 |
Course Overview: Access Course Overview