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BTEC FIRST DIPLOMA IN BUSINESSACADEMIC YEAR 2014/2015 UNIT 5Sales & Personal SellingUNIT TUTOR: Miss GeorgiouISSUE DATE: January 2015FINAL DEADLINE: April 2015Learning OutcomesOn completion of this unit a learner should:A: Explore the role of sales staff (Task A)B: Demonstrate personal selling skills and processes (Task B)57832-153708Scenario – Task AYou are working in a department store as a sales advisor. You have been given the task of assisting your manager to prepare training materials for new sales staff. To do this, you will need to investigate how other sales staff in the store use their skills and knowledge to sell products to customers. You will then use your research to create training materials for new staff to learn about the role and function of sales staff in the business, and which offer guidance on how to sell products effectively to customers.0Scenario – Task AYou are working in a department store as a sales advisor. You have been given the task of assisting your manager to prepare training materials for new sales staff. To do this, you will need to investigate how other sales staff in the store use their skills and knowledge to sell products to customers. You will then use your research to create training materials for new staff to learn about the role and function of sales staff in the business, and which offer guidance on how to sell products effectively to customers.This task will help complete: P1, P2, P3, P4, M1, M2 and D1Research one selected business and describe four functions of sales staff within it (ie John Lewis)Identify three different selling situations (ie John Lewis, EasyJet and Interflora)Describe the sales skills used by sales staff in each situation; be sure to identify the techniques usedWhat skills and knowledge is needed to sell 2 selected products?Possible ideas; designer shoes and a children’s toy This must include product knowledge and technical knowledgeFor this task, you need to include information about the legislation that affects personal selling and the organisational policies that apply to aspects of selling - one example is selling extended warranties.Using the selected business from bullet point 1, you need explain the legislation that affects personal selling and give examples to link this to the products or services sold by the business.You should also include details of any policies and procedures which the business has in place to complement legal requirements. For example: price matching, discounting, guarantees, after-sales service, customer care, dealing with problems and complaints.Using the selected business from bullet point 1 and adding a bicycle shop, compare the functions of sales staff and the different sales skills used in each businessTo do this you will need to identify similarities as well as differences.What is the importance of complying with the legal requirements for customer care and selling a product?It is not necessary for the assessment to cover all legal requirements, just those specifically relevant to the business and their particular products or customers.Write a final summary of your research into two selected businesses (already identified above) in which you assess the effectiveness of the sales skills and knowledge used by sales staff. To do this make a comparison of the effectiveness of:the responsibility of sales staff in promoting each business;the contribution towards meeting the business’s goals;the selling skills and processes used to promote the business, e.g. being presentable, being well informed, selling product surround, how information is gathered;how well sales staff contributed to meeting business objectives.Deadline for Task A: Sources of InformationTextbooksBentley, P, Carysforth, C, Chandler-Corris, L, Glencross, K. and Nield M (2012), BTEC First Level 2 Business, Pearson Education (ISBN: 978-1-44690-136-6)Websites to information on selling and the law.If you complete these tasks you will have achieved:P1Describe, using examples, four functions of sales staff in a selected businessP2Describe the sales skills used by sales staff in three different selling situationsP3Explain the knowledge and skills needed to sell two selected productsP4Explain the legislation which affects personal selling in a selected businessM1Compare the functions of the sales staff and the different sales skills used in two selected businessesM2Assess the importance of complying with the legal requirements for customer care and selling products in the businessD1Assess the effectiveness of sales skills and knowledge used by sales staff in two selected businessesIf you have not achieved the Level 2 criteria, your work will be assessed to determine if the following Level 1 criteria have been metTo achieve the criteria you must show that you are able to:UnitCriterion referenceIdentify two functions of sales staff in a selected business5P1Identify the sales skills used by sales staff in a selected business5P2Outline the importance of product knowledge when making sales5P3Outline legislation which affects personal selling in a selected business5P4-68083-314573Scenario – Task BYou are working in a department store as a sales advisor. You need to prepare to sell products to customers. You will demonstrate personal selling skills and processes, and also effective customer care skills in different selling situations. This will include dealing with customer enquiries and problems or complaints. You will reflect on your personal selling skills and suggest improvements that you could make in the future.When demonstrating your personal selling skills, your performance will be observed by either your teacher (who will take on the role of your supervisor/manager) or your supervisor/manager from either a part-time job or work placement.0Scenario – Task BYou are working in a department store as a sales advisor. You need to prepare to sell products to customers. You will demonstrate personal selling skills and processes, and also effective customer care skills in different selling situations. This will include dealing with customer enquiries and problems or complaints. You will reflect on your personal selling skills and suggest improvements that you could make in the future.When demonstrating your personal selling skills, your performance will be observed by either your teacher (who will take on the role of your supervisor/manager) or your supervisor/manager from either a part-time job or work placement.This task will help complete: P5, P6, P7, M3, M4, D2 and D3What is the sales process for making personal sales to two different types of customer?This may include a customer for whom English is not their first language and a young familyHow will you deal with both of these customers to ensure they can buy the product they need?How would you handle two different types of customer enquiries?This may include objections about price/features or queries about functionsThinking about 2 different sales situations; how would you show effective customer care skills when making these different sales?What will you do before, during and after the sale of 2 products in the selected businessHow would you handle a customer complaint?This may include resolving a customer problem or complaintThinking about 3 different sales situations; how would you show the confident use of personal selling skills when making these different sales?Analyse the effectiveness of the selling skills and processes used in two different situationsEvaluate the preparation, skills and processes used in two different personal sales situations and recommend improvementsDeadline for Task B: If you complete these tasks you will have achieved:P5Prepare for the sales process for making personal sales to two different types of customerP6Demonstrate handling two different types of customer enquiryP7Demonstrate effective customer care skills in two personal sales situationsM3Demonstrate handling a customer problem or complaintM4Assess the effectiveness of the selling skills and processes used in two different situationsD2Demonstrate the confident use of personal selling skills when making sales in at least three different personal sales situationsD3Evaluate the preparation, skills and processes used in two different personal sales situations and recommend improvementsI will observe you demonstrating your personal selling skills. However, you should also keep a diary or log to record how you managed the different selling situations and identifying any areas for improvement. Use your diary or log to record:each selling situation, the customer query and how you respondedan evaluation of what went well, what didn’t go so well, and whether you were able to satisfy the customerwhat could be improved and what you would do differently next time.If you have not achieved the Level 2 criteria, your work will be assessed to determine if the following Level 1 criteria have been met:To achieve the criteria you must show that you are able to:UnitCriterion referenceIdentify product knowledge required to make personal sales5P5Answer two routine customer enquiries in a personal sales situation5P6Use selling skills in two personal sales situations5P7 ................
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