Process sales

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver ICTCC241A, 'Process sales'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Process sales' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria

Elements and Performance Criteria


Performance Criteria


Identify customer needs


Identify customer needs clearly


Access existing customer records


Match products or services to customer needs


Present features and benefits of products or services


Inform customer of product or service price


Refer customer inquiry to appropriate person/area in accordance with policy where customer need cannot be satisfied


Follow enterprise sales policy and principles


Manage customer objections effectively


Close sales


Reach agreement with the customer on products or services to be purchased


Discuss and agree payment arrangements with customer


Advise customer of payment methodology and address for payment where necessary


Record and verify credit card details where appropriate


Arrange credit checks within policy


Discuss and agree on delivery/installation arrangements with the customer


Action delivery/installation arrangements


Meet privacy requirements during the transaction


Identify and act on opportunities for further sales in accordance with enterprise policy


Input sales records


Record details of sales on enterprise systems fully


Amend existing customer records where appropriate


Raise invoices where required


Record delivery/installation details within policy


Assess performance against agreed targets and analyse for future improvement


Observe legislation, codes, regulations and standards throughout transaction

Qualifications and Skillsets

ICTCC241A appears in the following qualifications:

  • SIR20307 - Certificate II in Wholesale