ICTTC206A

Respond to inbound calls relating to a specific marketing campaign

Unit overview

Answering customer calls relating to a specific marketing campaign requires a range of skills and knowledge. In this unit you will learn how to:

stay informed about the details of the marketing campaigns that are being run
respond to customer inquiries
take the order details and arrange for the delivery of the order
keep a record of the calls you have answered

Nominal hours

35 hours.

Prerequisites

None.

Elements of competency

Element 1 - Identify campaign details.	Activity
Details of campaign are obtained and studied.	Taking part in marketing campaign
Matters not understood are discussed and clarified with campaign manager.	Taking part in marketing campaign
Prepared call guides are studied where appropriate.	Taking part in marketing campaign
Element 2 - Process customer inquiries.
Customer needs are clearly established.	Establishing customer needs
Customer inquiries are satisfied in a prompt and efficient manner.	Inbound calls
Inquiries beyond capability or beyond scope of campaign are referred to designated enterprise person or details are recorded for later response.	Recording campaign results
Information not supplied to the customer on the initial inquiry is followed up and relayed to the customer within the quickest possible time.	Keeping customers informed
Element 3 - Arrange provision of campaign product/service.
Details related to customer requirements are ascertained.	Establishing customer needs
Full customer particulars are taken as required.	Taking orders
Appropriate enterprise records are completed and forwarded to area responsible for delivery of service and/or product.	Taking orders
Payment options are discussed and agreed with the customer.	Taking orders
Customers are advised as to payment methodology and address for payment.	Taking orders
Credit checks are arranged were enterprise policy requires.	Credit checks
Delivery arrangements are discussed and agreed with customer and included with customer particulars.	Taking orders
Privacy arrangements are fully applied during the transaction.	Privacy
Work is undertaken in manner which is safe to self and to fellow workers.	Occupational safety and health
Element 4 - Record campaign results.
Recorded outcomes are collated and presented in accordance with enterprise policy.	Recording campaign results
Difficulties encountered are recorded and reported as required.	Recording campaign results

Here is a checklist for you to help you monitor your work progress.