FREE Info Pack

CERTIFICATE III IN WHOLESALE (SIR30307) - CUSTOMER SERVICE STREAM
 
Implementation Plan

This qualification provides the skills and knowledge for an individual to be competent in wholesale operations with the need to apply discretion and judgement. Work would be undertaken in various wholesale settings, such as trade, building, furniture, parts and equipment suppliers. Individuals may have some responsibility for others and provide or hold specific coordination or support responsibilities within a team.
 
Packaging Rules
-----------------------------------------------------------
To achieve a Certificate III in Wholesale, 10 units must be completed:

all 3 core units
7 elective units:

Job Description

Employees are responsible for selling to customers of the wholesale business, including meeting sales targets, taking orders and providing information to customers. They may hold responsibility for a particular sales 'territory' or group of customers.
Note: the minimum age of enrolment for this course is 18 years of age.
 
10 units are required for the qualification (3 core units and 7 elective units).

3 core units are:
SIRWSLS003A (CORE) OPTIMISE CUSTOMER AND TERRITORY COVERAGE

This unit describes the performance outcomes, skills and knowledge required to efficiently plan and service business customers within a defined territory and seek opportunities to improve territory coverage.

• Establish coverage plan for a territory.

• Report on business visits.

• Improve customer or territory coverage.

 
SIRXCCS006A (CORE) MAINTAIN BUSINESS TO BUSINESS RELATIONSHIPS

This unit describes the performance outcomes, skills and knowledge required to develop and maintain enduring relationships with business customers, focusing on identification of customer needs.

• Develop techniques to maintain close contact with business customers.

• Identify business customer needs.

 
SIRXSLS004A (CORE) BUILD RELATIONSHIPS WITH CUSTOMERS
It describes the performance outcomes, skills and knowledge required to use advanced sales techniques in building relationships with customers and interacting with customers, applying expert product knowledge as it relates to customers, dealing with difficult customers, establishing and maintaining a customer database, and conducting sales presentations.

• Establish rapport with customers.

• Apply expert knowledge.

• Provide post sales support.

• Plan sales presentations.

• Implement sales presentation.

• Maintain and utilise a customer database.

• Deal with difficult customers.

 
7 elective units are:
SIRXCCS003A (ELECTIVE) COORDINATE INTERACTION WITH CUSTOMERS

This unit describes the performance outcomes, skills and knowledge required to coordinate interaction with customers. It involves implementing customer service standards, implementing store policy regarding customer complaints, communicating with management, and leading a customer service team.

    * Implement customer service standards.
    * Implement store policy regarding customer complaints.
    * Communicate with management.
    * Lead customer service team.
 
ICTCC320A (ELECTIVE) USE MULTIPLE INFORMATION SYSTEMS

This unit applies to use of the various information systems to maintain up to date customer information. It includes navigation between information systems and the maintenance of systems data.

• Access a range of information systems.

• Process customer information using multiple information systems.

• Identify and rectify information system and processing errors.

 
SIRXMGT001A (ELECTIVE) COORDINATE WORK TEAMS

This unit describes the performance outcomes, skills and knowledge required to coordinate work teams in a retail environment. It involves monitoring and organising staffing levels, informing team members of expected standards of work, coaching and motivating the team and maintaining staffing records.

• Monitor and organise staffing levels.

• Inform team members.

• Coach on the job.

• Motivate the team.

• Maintain staffing records.

SIRXMGT002A (ELECTIVE) MAINTAIN EMPLOYEE RELATIONS
This unit describes the performance outcomes, skills and knowledge required to maintain employee relations. It involves identifying awards and agreements, minimising potential industrial problems, and implementing dispute and grievance procedures.

• Identify awards and agreements.

• Identify and minimise potential industrial problems.

• Implement dispute settlement procedures.

 
SIRWSLS004A (ELECTIVE) PROCESS PRODUCT AND SERVICE DATA
This unit describes the performance outcomes, skills and knowledge required to maintain and process wholesale sales, customer service and related product data using the existing business technology and systems.

• Process product and service data.

• Monitor customer sales.

• Maintain product database.

• Determine customer preferences.

 
BSBMGT403A (ELECTIVE) IMPLEMENT CONTINUOUS IMPROVEMENT
This unit specifies the outcomes required to implement the organisation's continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.

• Implement continuous improvement systems and processes.

• Monitor and review performance.

• Implement opportunities for further improvement.

 BSBCUS403A (ELECTIVE) IMPLEMENT CUSTOMER SERVICE STANDARDS
This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

• Contribute to quality customer service standards.

• Implement customer service systems.

• Implement team customer service standards.

FREE Info Pack