Student Assessment Workbook
BSBPRO401 Develop Product Knowledge
Student Full Name:
Student ID:
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Assessment Information

Welcome to your Student Assessment Workbook for BSBPRO401 Develop Product Knowledge.

This Student Assessment Workbook is where you will write all your responses to the knowledge questions and simulation tasks. Please refer to the Student Assessment Guide for more information.

This assessment has the following two events:

Assessment Event 1 – Knowledge Questions:

There are four questions that will provide us with evidence of your general knowledge of the importance of features and benefits, understanding competitor information, and the application of the relevant legislation and organizational policies and procedures.

Assessment Event 2 – Simulation: My RTO

You will complete a number of tasks that will provide us with evidence of your skills with preparing and delivering an information session on a course offered by the RTO. These tasks will be based on your role as the Product Specialist for the College.

To complete the Simulation, you will need to refer to the following resources:

Policy and Procedures for the sales process	A policy and procedures document that specifies the procedures for the steps involved with the sales process. This resource is to be used in Question 4 and in Tasks 3.1 to 3.3, where you will prepare for the sales session.
Competitive Edge Analysis Template	This template is used in Task 2.3, where you will identify the competitive strengths of the product used in the Simulation.

Please note that your responses for both assessment events can (where appropriate) use dot point format. See below an example of a dot point response and a full sentence response.

Dot point format	Presentation Plan includes the following: ·         outcomes ·         needs of the audience ·         context.
Full-sentence format	When you are preparing for a presentation, there are a number of tasks that must be carried out. These are listing the outcomes that you want to achieve, followed by the identification of the needs of your audience. When you have completed these two tasks, you then check on the room that you will be conducting the presentation in.

To Achieve Competence

To be deemed competent for this unit, you will need to meet the following requirements:

• complete all of the questions and tasks listed in this Student Assessment Workbook
• meet all the requirements listed in the Student Assessment Guide
• your responses to the questions and tasks must be relevant, accurate, and specific
• submit your completed Student Assessment Workbook to your Assessor within the set timeframes
• your work must be in your own words
• where you use an external source of information, you must provide a citation.

 

 

 

Pre-assessment Checklist

Your Assessor will go through the assessment for this unit, BSBPRO401 Develop Product Knowledge. It is important that you understand this assessment before taking on the questions and tasks. To confirm that you have been given this overview, we ask you to complete the following Pre-Assessment Checklist.

You are required to carefully read each checklist item provided below and tick either ‘Y’ to confirm your understanding or ‘N’ if you disagree. In case you disagree with an item, please provide your reason under the ‘Comments’ column.

When you have done this, we ask you to sign this Pre-Assessment Checklist. This acknowledges that your Trainer/Assessor has discussed all of the information with you prior to undertaking this assessment.

Pre – assessment Checklist			Comments
Y ¨	¨ N	I, the student, understand the purpose of the assessment.
Y ¨	¨ N	I understand when and where the assessment will occur, who will assess and in what format the assessment will be submitted.
Y ¨	¨ N	I understand the methods of assessment.
Y ¨	¨ N	I understand what resources are required to complete this assessment.
Y ¨	¨ N	I understand the performance level required for each assessment event.
Y ¨	¨ N	I understand that it must be my own work. I have been explained and understand the serious consequences in case this work is found plagiarised.
Y ¨	¨ N	I understand the process if I am deemed not yet competent.
Y ¨	¨ N	I understand the feedback process and the appeals process.
Y ¨	¨ N	The Assessor has discussed with me if I have any special needs and if so what arrangements have been made.

 

Student Full Name

Student ID

Student Signature

Date

 

 

Assessment Event 1 – Knowledge Questions

The information contained in this section lists the questions that you will need to develop a written response. These questions are theoretical and provide evidence of your understanding of the information required to be used in a sales interaction. Each question includes the requirements which indicate what you have to do and the depth of your response to achieve a satisfactory result.

Note you must answer these questions in your own words. Remember, you must get a satisfactory result with each question to be deemed satisfactory for the whole of Assessment Event 1.

Question 1

Using the table below, list four sources of information that can be used as a vehicle to find information about your organisation’s products and collect information about a competitor’s products.

Write your response into the table:

Your organisation	Competitor
NIKE has a great logo design encapsulates an entire brand identity in one emblem.	REEBOK logo presence is an eye catching red hue which signifies power.
Combines design, elements, complementary colours, and bold typography to communicate core values to consumers visually.	Their presence is more overtly know through bold sans-serif typography and a geometric symbol.
Consumers expect a brand to be consistent across all channels.	Reebok keeps their copywriting short, sweet and impactful to consumers.
It is showcased throughout many medium for it be recognizable to customers.	Their site is more noticeable texts sits atop a slider of photos.
It smartly adapts to modern trends and audiences without deviating from the core branding.	The colour and designed show case in the slider same products are given.

 

Question 2

In the table below, explain why it is important to discuss features, benefits, strengths and weaknesses when describing products.

Write your response into the table:

 

Features	Benefits	Strengths	Weaknesses
A pair of NIKE makes perfect flexibility. There is elusive flexibility of shoes from Nike. Nike shoes provide excellent support. Nike shoes comes with a herringbone pattern and a solid rubber which adds to the comfort and support of users.	Nike shoes helps prevent foot injuries.     It is one of the most important reasons for the popularity of Nike shoes. These shoes have features that protect your feet while you are participating in some sport.	Nike is one of the most recognizable brands in the world as its name alone is memorable. Nike has millions customers from around the world who loyally follow Nike’s trends and participate in Nike events.	Labor controversies continue to plague Nike’s business, considering production facilities in developing countries. This weakness negatively impacts the company’s brand name.
Nike shoes are light weight and durable. Despite provides exceptional comfort, flexibility, of Nike shoes are very light. If you buy a pair of Nike shoes for specific sports, you will definitely reap the benefits for the long time.	High quality undeniable flexibility. Boost confidence with the quality comfort and an eye catching shoe layout.	Nike has a team of professionals that designs its shoes and other athletic accessories.	The company also has the opportunity to improve its presence in developing markets to benefits from these markets high growth potential.

 

Question 3

Using the table below, outline the key provisions of legislation, standard and codes of practice that are relevant to the sales process.

 

Write your response into the table:

Legislation	Key provisions
Opening up to international trade has resulted in the removal of countless economic and political regulations barriers in many developing countries allowing greater freedom for the exchange of goods and services. As the central role Nike is to design the athlete footwear and apparel models, provide technologies and developing marketing strategies. Continue to support these factories to implement the provisions provided in the Apparel industry partnership to set voluntary, global work standards and goals for international labour practices.	Every supplier factory that makes product for Nike must meet a rigorous set of compliance requirements. Nike’s code of conduct lays out the minimum standards we expect each factory or facility to meet. Our code includes standards related to hiring practices, wages, freedom of association and health and safety. Nike’s code of conduct is an integral component to our sourcing strategy and how we determine the suppliers Nike will continue to engage and grow our business to create a lean, green and equitable supply chain. Nike’s code leadership standards communicate how supplier factories should implement the code of conduct. The document also articulates how we measures factories compliance efforts.
Regulations	Key provisions
Nike depends heavily on strategic outsourcing. Virtually all footwear products are produced outside the U.S that manufactured Nike brand footwear. Nike follows specific values, intensions and guidance that are presented clearly in their core code of contact that emphasizes on forced labour these contractors are not to use forced labour. Contractors do not employ a child under the age of 18 to produce footwear, and under the age of 16 to produce apparel, accessories and equipment. Contractors provide their employees with at least the minimum wage or the prevailing industry wage. Contractors provide the employees with all legally mandated benefits.	Every supplier factory that makes product for Nike must meet a rigorous set of compliance requirements. Nike’s code of conduct lays out the minimum standards we expect each factory or facility to meet. Our code includes standards related to hiring practices, wages, freedom of association and health and safety. Nike’s code of conduct is an integral component to our sourcing strategy and how we determine the suppliers Nike will continue to engage and grow our business to create a lean, green and equitable supply chain. Nike’s code leadership standards communicate how supplier factories should implement the code of conduct. The document also articulates how we measures factories compliance efforts.
Standards	Key provisions
When it comes to business and sport, we value fair play. We believe world-class manufacturing is grounded in standards that respect the environment, the people who work in factories and the principles of a healthy and safe workplace.   We have a responsibility to run our business in an ethical way, and that responsibility extends to the contract manufacturers who make our products. Our Code of Conduct and Code Leadership Standards set our expectations for suppliers. They respect the rights of the people who work in factories, including requiring at least minimum wage or prevailing wage (whichever is higher), equal pay for equal work and a commitment to safe and healthy work environments.	Every supplier factory that makes product for Nike must meet a rigorous set of compliance requirements. Nike’s code of conduct lays out the minimum standards we expect each factory or facility to meet. Our code includes standards related to hiring practices, wages, freedom of association and health and safety. Nike’s code of conduct is an integral component to our sourcing strategy and how we determine the suppliers Nike will continue to engage and grow our business to create a lean, green and equitable supply chain. Nike’s code leadership standards communicate how supplier factories should implement the code of conduct. The document also articulates how we measures factories compliance efforts.
Codes of practice	Key provisions
On compensation, Nike is committed to seeing that the contractors pay the employees the at least the minimum wage or at least the existing market wage. No contractor is allowed to make deductions of employee salary on grounds such as disciplinary actions. Also employees have the right to be given detailed records or inventory of their earnings whenever they wish. On top of this, a contractor is required by the company to allow the employees all the benefits allowed to them by the law. Such as each employee has the right to rest after a given time of working and an employee may only accept to work overtime when they have been fully compensated for the extra hours they have worked. A contractor is liable to pay an employee overtime benefits whenever an employee works beyond the time that is expected by the law. The company also expects a contractor to fully inform its employees its working hours in the time of hiring.Also, all contractors are required to keep proper documentation that can be easily retrieved when there is need for inspection by the company to check if the contractor complies with the company code of ethics and also the law. The contractor is also expected to avail all these documents to Nike or any other company assigned by Nike to monitor their contractors. Nike has the right to call for these documents any time without prior notice.	Every supplier factory that makes product for Nike must meet a rigorous set of compliance requirements. Nike’s code of conduct lays out the minimum standards we expect each factory or facility to meet. Our code includes standards related to hiring practices, wages, freedom of association and health and safety. Nike’s code of conduct is an integral component to our sourcing strategy and how we determine the suppliers Nike will continue to engage and grow our business to create a lean, green and equitable supply chain. Nike’s code leadership standards communicate how supplier factories should implement the code of conduct. The document also articulates how we measures factories compliance efforts.

 

Question 40

Outline organisational policies and procedures relevant to the sales process.

Write your response here:          

Manufacturing

Code of Conduct

Every supplier factory that makes products for NIKE must meet a rigorous set of compliance requirements. Nike’s Code of Conduct lays out the minimum standards we expect each factory or facility to meet. Our Code includes standards related to hiring practices, wages, freedom of association and health and safety. Nike’s Code of Conduct is an integral component to our sourcing strategy and how we determine the suppliers Nike will continue to engage and grow our business to create a lean, green and equitable supply chain. We regularly review supplier factories to assess their ability to meet our high standards. These assessments take the form of audit visits, both announced and unannounced, by internal and external parties, who measure against the Code Leadership Standards and our Code of Conduct.

Code Leadership Standards

Nike’s Code Leadership Standards communicate how supplier factories should implement the Code of Conduct. The document also articulates how we measure factories compliance efforts and progress.

Product

Animal Skins Policy

This policy applies to Nike brand products or Nike affiliate brand products that contain animal skin materials.

This policy ensures Nike does not use leather produced from cattle raised in the Amazon Biome. Cattle ranching in that region contributes to tropical deforestation. Nike’s Conflict Minerals Policy expects suppliers to support the responsible sourcing of conflict minerals using Responsible Minerals Initiative conformant smelters and refiners.

 

Packaging Restricted Substances List

The Packaging Restricted Substance List gives substance details and restriction levels for Nike packaging, as well as packaging design requirements to comply with global legislation.

 

BUSINESS

Code of Conduct – Inside the Lines

The Nike Code of Conduct provides an overview of the laws, regulations and company policies that apply to us and the work we do, but it does more than that. It builds upon the values we share. That’s why we require our employees and Board members to comply with both the letter and spirit of the Code and make decisions that will preserve the trust that others have placed in us. We also expect those who we do business with to share and observe these same values.

Environmental, Health and Safety Policy

At Nike, we are dedicated to the protection of life and health in the workplace and working in a manner that protects and promotes safety, health and well-being of the individual and the environment.

Global Tax Strategy and Principles

NIKE’s tax strategy is to maximize shareholder value in a socially responsible manner by paying all required taxes in jurisdictions in which we operate. This document outlines NIKE’s tax principles which are the core of our tax strategy.

 

 

SALES PROCEDURE

The Nike marketing strategy that most of us recognize isn’t the one that made them famous, at least not in the early days. Discovering the Nike marketing strategy that put them on the map is where the gold is. Furthermore, just like any true content marketing strategy, it isn’t really much of a strategy at all. Like many similar success stories, it was as simple as providing real customer value. For them, things that benefit them personally are easy to justify. The Nike Moon shoes did this, but only because the customer was beginning to understand jogging and its benefits for their health. Bill’s secret goal wasn’t to sell shoes, he was simply promoting something that he believed in. While Nike’s early marketing strategy centered on print publications, they later went on to dominate other mediums, like television in the 80s and 90s, through modern social media platforms today.

Assessment Event 2 – My RTO Simulation

In this assessment, you will undertake a number of tasks associated with preparing and delivering a sales session. The focus is on planning product information on a course then delivering a product information session to a potential customer.

In this Simulation you will perform the following actions:

• identify features, strengths, limitations, benefits of your course and the competition
• do a competitive positioning table
• deliver an information session with a potential customer.

 

Task 1: Acquire knowledge of products

In this task, you will review the College’s courses and select one of your choice. You will then analyse the features, strengths, limitations and benefits of both your College and its competitors, in preparation for an interaction with a customer.

1.1 Identify and evaluate information sources for your product

Insert your response here:

Nike is a global brand. It has 1152 stores operational around the globe. While the U.S. is its core market, its supply chain and distribution network is spread globally. It has 384 stores in the US and 768 in the international market. Marketing is also a major strength of Nike and offers it a unique advantage in the global athletic wear market. Nike is known globally for its unique marketing strategy and techniques. Apart from its Swoosh logo which can be identified easily from among the crowd of brands, there are several things outstanding about its marketing. It uses a mix of traditional and modern methods and tools for marketing. Its retail and distribution network as well as its commerce channel also acts as a marketing channel. The brand engages its customer through inshore and online promotional.

 

 

 

 

1.2 Identify product purpose and uses

Insert your response here:

 Nike shoes purpose is to provide comfortable shoes for the people. The shoes are made in such a way that they can use this in every sport and the durability of shoes are made for the long time so that they can be used for a long period of time. Nike brand itself says about the quality of the product the product is famous all over the world. Nike make many products apart from shoes but the most famous product is the shoes.

1.3 Identify features of the product

Insert your response here:

 There are many features that make Nike shoes different from other brands of shoes. Some of these features are: A pair of Nike makes perfect flexibility .Yes, you get the elusive flexibility of shoes from Nike. Nike shoes provide excellent support – Nike shoes comes with a herringbone pattern and a solid rubber, which adds to the comfort and support of users.

 

1.4 Identify guarantees and/or warranties

Insert your response here:

Nike shoes warranties are gave for years and the shoes are used for longer period of time. The product has a long durability for its quality and it remains good for a longer period of time. The company makes a refund if the product damages before the warranty period and it changes the product by the company.

 

 

1.5 Identify product strengths and weaknesses

Insert your response here:

Nike is one of the most recognizable brands in the world as its name alone is memorable. Nike has millions customers from around the world who loyally follow Nike’s trends and participate in Nike events .Labour controversies continue to plague Nike’s business, considering production facilities in developing countries. This weakness negatively impacts the company’s brand name controversies continue to plague

Task 2: Evaluate Competitors’ Products

In this task, you will demonstrate your ability in identifying the competitors’ product and make comparisons with your College’s product.

2.1 Use a range of information sources to identify competitor’s products

Insert your response here:

REEBOK logo presence is an eye catching red hue which signifies power. Their presence is more overtly know through bold sans-serif typography and a geometric symbol. Reebok keeps their copywriting short, sweesweet sweet and impactful to consumers

 

 

2.2 Compare features, benefits, strengths and weaknesses with competitors

Insert your responses into the  template below:

 

Features and weaknesses	Our product	Competitor 1	Competitor 2	Competitor 3
Features:
Durability	For years	For few months	For years	Six months
Flexibility	Good for sports	Good for sports	Good for walking	Good for sports
Quality	Animal leather	Low quality leather	Animal leather	Low quality leather
Variety	New trending style	Old style	New trending style	Old style
Weaknesses:
High price	High range	Low range	High range	Low range
Availability	Not available all the time	Not available all the time	Available all the time	Not available all the time

 

Strengths and benefits	Our product	Competitor 1	Competitor 2	Competitor 3
Strengths:
Quality	Animal leather	Low quality leather	Animal leather	Low quality leather
Flexibility	Fit for sports	Fit for walking	Fit for sports	Fit for walking
Variety	New trending styles	Old styling	New trending style	Old styling
Durability	For years	Few months	Few months	For years
Benefits:
Cost effective	Cost is high but of value	Low cost	High cost	Low cost
Quality effective	Best of the quality	Average quality	High quality	Low quality

2.3 Establish competitive position

Complete the ‘Competitive Edge Analysis’ template to show the position of the College product against that of the competition.

Insert your responses into the Competitive Edge Analysis template which is a separate document provided to you by your Assessor.

The strategy is a path towards achieving the optimum goals of individuals, groups and organizations. In addition, it leads to a best use of companies’ available resources and it also guides the company to stay in a business successfully and continuous improvements for its processes. The definition of strategy could be differ from one author to another, but the most common definition is that the strategy is long term plans and approaches towards the intended visions and objectives. It is a general framework that specified the organizations’ plans, policies and approaches to meets its objectives, goals and end results. The way an organization used to shape its strategies could be differentiate from other organizations in order to make its products unique and remarkable. Globally, companies formulate their strategies based on their visions and reaching the satisfaction of customer’s needs, requirements and expectations. Subsequently, they use those strategies as a baseline to compare their actual performance with planned ones, to evaluate the end results and ensuring the continuing organizational excellence. There are many kinds of strategies that are pursued by the companies; Such as cost leadership, differentiation and the focus strategies , services strategies, growth strategies. Based on the goals, the companies form those strategies and they rank them upon the priorities. It is more than important for any organization to put strategies and not any strategies; the correct strategies which are formulated after a long time of studying and after numerous number of brainstorming among the top management members. Therefore, those strategies then to be implemented by converting the organization’s plans and policies into real actions through the best use of available resources such as: human resources, budgets and technological advance; in order to enhance the organization’s performance, productivity and sustainability. Nike produces a wide range of sports equipment. Their first products were track running shoes. They currently also make shoes, jerseys, shorts, cleats, etc. for a wide range of sports, including track and field, baseball, ice hockey, tennis, association football (soccer), lacrosse, basketball, and cricket. Nike Air Max is a line of shoes first released by Nike, Inc. in 1987. Additional product lines were introduced later, such as Air Huarache, which debuted in 1992. The most recent additions to their line are the Nike 6.0, Nike NYX, and Nike SB shoes, designed for skateboarding.

 

 

Task 3: Convert Product Knowledge into Benefits

In this task, you will demonstrate your skills in in the first part of the selling process in your interaction with a potential customer.

3.1 Identify features of product which have potential client appeal

Your Assessor will observe you using the Check Sheet in the Appendix B

A pair of NIKE makes perfect flexibility. There is exclusive flexibility of shoes from Nike.

Nike shoes provide excellent support. Nike shoes comes with a herringbone pattern and a solid rubber which adds to the comfort and support of users.

 

3.2 Present benefits to the potential client

Your Assessor will observe you using the Check Sheet in the Appendix B

Nike shoes helps prevent foot injuries. It is one of the most important reasons for the popularity of Nike shoes. These shoes have features that protect your feet while you are participating in some sport.

 

 

 

	For Assessor Use Only

 

Task Outcome Sheets

The Outcome Sheet below is the assessment questions and tasks for each of the assessment events that the student is required to complete. Assessors, tick ‘S’ if the student achieved a satisfactory outcome for an assessment task and ‘NYS’ if the student does not meet these requirements. Also, you are required to write comments on the quality of this evidence under the ‘Comments’ column. For your judgement on the student’s overall performance, tick ‘Satisfactory’ if the student achieves a satisfactory outcome for all of the tasks or ‘Not-Yet-Satisfactory’.

Assessment Event 1 – Knowledge Questions

Assessment Event 1 Knowledge Questions	S	NYS	Comments
Question 1
Question 2
Question 3
Question 4
The student’s performance for Assessment Event 1 is				o Satisfactory	o Not-Yet-Satisfactory
Assessor Signature:				Date:

 

 

Assessment Event 2 – Simulation

Assessment Event 2		S	NYS	Comments
Task 1: Acquire knowledge of products	Sub Task 1.1
	Sub Task 1.2
	Sub Task 1.3
	Sub Task 1.4
	Sub Task 1.5
Task 2: Evaluate competitors’ products	Sub Task 2.1
	Sub Task 2.2
	Sub Task 2.3
Task 3: Convert product knowledge into benefits	Sub Task 3.1
	Sub Task 3.2
The student’s overall performance is				o Satisfactory	o Not-Yet-Satisfactory
Assessor Signature:				Date:

 

 

Assessment Outcome Sheet

 

Student ID		Family Name		First Name
Course Code		Course Title
Unit Code	BSBPRO401	Unit Title	Develop Product Knowledge
Assessment Outcome Assessor, please tick and date the student’s final outcome of this assessment:

Initial Submission		Date	Re-submission 1		Date	Re-submission 2		Date
C	NYC	___/___/____	C	NYC	___/___/____	C	NYC	___/___/____

Assessor’s Feedback

Assessor, please provide your comments on the student’s final outcome of this assessment:

Assessor Full Name		Signature		Date

 

Receipt of Student’s Assessment Assessor, you must provide the completed copy of this receipt to the student as an evidence of submission of their assessment to you.
Student ID				Family Name				First Name
Course Code				Course Title
Unit Code		BSBPRO401		Unit Title	Develop Product Knowledge
Due Date		__/__/___		Date Received	__/__/___		Extension Approved	Y r N r	Date Approved	__/__/___
Initial Submission r			Re-submission 1  r			Re-submission 2 r		Assessor’s Signature

 

 

 

Student Feedback Form

Dear Student,

We are keen to improve our products and services, and assessment tools are a key part of this. Therefore, we would welcome your feedback on the assessment. If you could take a few minutes to complete the form below, it would be greatly appreciated. Please provide thoughtful responses as your opinions are highly valued.

Yes	No	Questions
Y ¨	¨ N	Did the assessment cover the training you received for this unit?
Y ¨	¨ N	Were the tasks in Assessment Event 2 based on realistic activities that you would expect to be doing in a workplace?
Y ¨	¨ N	Did you understand the assessment instructions?
Y ¨	¨ N	Were the tasks easy to understand?
Y ¨	¨ N	Did the Assessor set up and run the Simulation professionally?
Y ¨	¨ N	Was the Assessor’s decision fair?
Y ¨	¨ N	Was the Assessor’s feedback specific?
Y ¨	¨ N	Was the Assessor’s feedback comprehensive?
Y ¨	¨ N	Was the Assessor’s feedback constructive?
Y ¨	¨ N	Was the Assessor’s feedback timely?
Y ¨	¨ N	Were you satisfied with your effort in this assessment?
What would you change about this assessment?
What could the Assessor have done differently to improve the assessment process and/or assessment feedback?
Overall, what was the most significant challenge of this assessment?
Overall, what did you like the most about this assessment?
Do you have any other comments?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

APPENDIX:

ADDITIONAL RESOURCES

The following additional resources have been attached in the appendix:

1. Policies and Procedures
2. Competitive Edge Analysis template

Policies and Procedures:

Policy on selling

Policy

Our organisation prides itself on its long term relationships with customers. This document sets out the procedures to ensure that all actions of staff when undertaking a sales process with customers will develop a professional relationship based on honesty and trust and in doing so maintain the business relationship.

Relevant legislation

The procedures that are contained in this document are aligned to the relevant legislation which underpins the guidelines tabled by NSW Fair Trading:

Fair Trading Act 1987, Fair Trading Regulation 2012 of NSW.

 

Code of behaviours – salespeople – customers and competition

1. Overpromising

No sales representative shall tell customers of benefits that are unachievable such as service back up, delivery times and what the product or service outcomes would be such as guaranteeing employment with achievement of a qualification. The rule is: don’t promise what you can’t control

2. Overselling

No sales representative will suggest or influence the customer to purchase more than they require

3. Trading information

No sales representative is to provide a client with information that is deemed confidential. This can relate to our company or that of other competitors or customers

4. Honesty

No sales representative in line with point 1 will deceive a customer by giving incorrect information about the product or service. You must not make false claims about a feature or benefit. You must not hide the actual cost of a product by referring only to instalments.

5. Gifts and entertainment

No sales representative will take receipt of gifts from a customer. This is seen as a conflict of interest. In addition, no incentives are to be given to a potential or current customer to make or increase sales. In addition, you will not engage in referral selling where you offer incentives to customers for leads.

6. Competition

No sales representative will criticise or disparage our competition to customers. Refer to the selling procedure, but suffice to say that our approach is to never specify a competitor by name but refer to them generically such as “know a competitor is currently offering this service”

 

 

 

7. Unconscionable conduct

No sales representative will use high pressure tactics when selling that forces the customer to make decisions that they would not normally make

8. Inappropriate customers

No sales representative will make a sale to a potential customer who is not able to achieve the results of the product or service. You will screen customers for their suitability to our product range and not make a sale if the customers profile does not meet the criteria of:

• Sufficient cognitive capability to complete a course
• Sufficient available time to complete the course
• Sufficient resources such as IT to complete the course
• Sufficient motivation to want to do the course

 

Procedures for selling

Sales representatives undertaking the selling process will follow this set of procedures:

1. Do not commence selling until you have acquired comprehensive product knowledge on our range of products and a competitor analysis on what gives our competitive edge. This will comprise of a review of the following for both our products and our competitors:
   1. Features
   2. Strengths and weaknesses
   3. Benefits
2. At the commencement of the selling process, qualify your potential customer using the criterial listed above. If in doubt, do not attempt a sale
3. Ensure you are dealing with a decision maker. That is a person who is authorised to purchase the product. Do not sell to minors (under the age of 18) without a adult in attendance.
4. No hawking is permitted. Only conduct the selling process on appointments
5. At the commencement of the sales process establish rapport by doing the following:
   1. Always be punctual
   2. Ensure your appearance is professional
   3. Have a positive attitude by being enthusiastic
   4. Use friendly facial expressions such as smiling and direct eye contact
   5. use appropriate body language and do not have hands in pockets or fumble
   6. your opening words should be a greeting and call the person by their surname and only by their first name if permitted
   7. shake hands gently for both male and female
6. Gain the customers full attention by:
   1. Ensuring the environment is free from distractions
   2. Checking that the customer is focussed and not distracted by asking open questions that are informal and not related to selling such as weather, location etc.
7. Identify need by:
   1. Asking open questions on what they need for example “what are you wanting to do next year?” “what courses are you interested in?” “why do you want to do that type of course?”
   2. Listening attentively in this part of the sales process as it is imperative to establish what their requirements are before you can talk about the features and benefits of our product range. Ask why they want this – if they are negative about a situation ask “what would you like to happen”
   3. This listening process will require you to make interpretations. You need to test these by asking the customer if your understandings are correct
   4. Be prepared to probe to clarify this understanding. In a 30 minutes sales discussion, 50% should be centred on establishing what their needs are.
   5. As you uncover their needs, it is useful to seek permission to jot these points down – as you will want to return to these when you present your features, the key strengths of these features and benefits to the customer
   6. When you believe you have established sufficient need for a product, you can commence presenting information to the customer
8. With each need, present a feature and our product’s strength with this feature as follows;
   1. For example if the product is a course, you would provide overview information on the course such as packaging rules, prerequisites, nominal hours etc. we can call these features
   2. Then detail how our product has strengths with these features such as the electives we have available, the course duration etc.
9. With each strength, then talk about its benefits:
   1. Give one feature then strength then give the benefit
   2. The one’s you select will be aligned to the uncovering of the needs you did earlier
   3. You introduce the feature/strength/benefit by summarising what the need was then launch into the feature/strength/benefit
   4. Benefits always are worded from the customers interests e.g. “so by having a range of electives, we can let you specialise, which was of particular interest to you in seeking employment in that sector”
   5. Increase the value of our strength by comparing with the competition for e.g. “no colleges in this area can offer this range of electives, so this could be that advantage you need at that job interview”
   6. Note in the example above we don’t promise outcomes that you can’t control (this aligns to our code of behaviour) for example you wouldn’t say “having these electives will put you ahead of others at the job interview”
   7. When you have given the feature/strength/benefit, check that the customer acknowledges this issue by asking “is this important to you?”
   8. Now move onto another feature/ strength / benefit but remember to monitor body language and facial expressions. If there is any doubt or confusion, you must address this before moving to another feature etc. Treat these queries or questions as opportunities to close the sale
   9. When you have completed all the features/strengths/benefits that address the needs you uncovered at the start of the sales session then you can move into asking for their business. You can do this by saying “it looks like we have the perfect match for what you are wanting, so shall we go ahead and enrol?”

 

Competitive Edge Analysis Template:

 

Strengths	Our Product	Comp 1	Comp 2	Comp 3

 

Legend:

5 = absolutely

4 = mostly

3 = generally

2 = rarely

1 = not at all