Professional Documents
Culture Documents
OCCUPATIONAL STANDARD
MARKETING SERVICES
NTQF Level III
Ministry of Education
August 2012
Introduction
Ethiopia has embarked on a process of reforming its TVET-System. Within the policies and
strategies of the Ethiopian Government, technology transformation – by using international
standards and international best practices as the basis, and, adopting, adapting and verifying
them in the Ethiopian context – is a pivotal element. TVET is given an important role with
regard to technology transfer. The new paradigm in the outcome-based TVET system is the
orientation at the current and anticipated future demand of the economy and the labor
market.
The Ethiopia Occupational Standards (EOS) is the core element of the Ethiopian National
TVET-Strategy and an important factor within the context of the National TVET-
Qualification Framework (NTQF). They are national Ethiopian standards, which define the
occupational requirements and expected outcome related to a specific occupation without
taking TVET delivery into account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopia Occupational Standard which comprised of Units of Competence.
Together all the parts of a Unit of Competence guide the assessor in determining whether
the candidate is competent.
The ensuing sections of this EOS document comprise a description of the occupation with
all the key components of a Unit of Competence:
chart with an overview of all Units of Competence for the respective level (Unit of
Competence Chart) including the Unit Codes and the Unit titles
contents of each Unit of Competence (competence standard)
occupational map providing the technical and vocational education and training
(TVET) providers with information and important requirements to consider when
designing training programs for this standards and for the individual, a career path
EIS MKS3 07 0812Create EIS MKS3 08 0812 Sale EIS MKS3 09 0812
and Use Databases Sell Products and Apply Point-of-Sale
Services Handling Procedure
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MKS3 21 0812
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Copyrig Occupational
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Occupational Standard: Marketing Services Level III
Unit Title Deliver and Monitor a Service to Customers
Unit Code EIS MKS3 01 0812
Unit Descriptor This unit describes the performance outcomes, skills and knowledge
required to identify customer and monitor service provided to
customers.
Variable Range
Appropriate May include:
interpersonal skills listening actively to what the customer is communicating
providing an opportunity for the customer to confirm their
request
questioning to clarify and confirm customer needs
seeking feedback from the customer to confirm understanding of
needs
summarizing and paraphrasing to check understanding of
customer message
using appropriate body language
Customers May include:
corporate customers
individual members of the organization
individual members of the public
internal or external
other agencies
Customer needs and May include:
expectations accuracy of information
advice or general information
complaints
fairness/politeness
further information
making an appointment
prices/value
purchasing organization’s products and services
returning organization’s products and services
specific information
Organizational May include:
requirements access and equity principles and practice
anti-discrimination and related policy
defined resource parameters
goals, objectives, plans, systems and processes
legal and organizational policies, guidelines and requirements
OHS policies, procedures and programs
payment and delivery options
pricing and discount improvement processes and standards
quality assurance and/or procedures manuals
replacement and refund policy and procedures
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence identifying needs and priorities of customers
distinguishing between different levels of customer
satisfaction
treating customers with courtesy and respect
responding to and reporting on, customer feedback
knowledge of organizational policy and procedures for
customer service
Underpinning Must demonstrate knowledge of:
Knowledge and key provisions of relevant legislation from all levels of
Attitudes government that may affect aspects of business operation, such
as:
➢ ethical principles
➢ codes of practice
➢ privacy laws
➢ financial legislation
➢ occupational health and safety (OHS)
organizational policy and procedures for customer service
including handling customer complaints
service standards and best practice models
public relations and product promotion
techniques for dealing with customers, including customers with
specific needs
Underpinning Skills Must demonstrate skills to:
literacy skills to read and understand a variety of texts; to
prepare general information and papers according to target
audience; and to edit and proofread texts to ensure clarity of
meaning and accuracy of grammar and punctuation
technology skills to select and use technology appropriate to a task
communication skills to monitor and advise on customer
service strategies
problem-solving skills to deal with customer enquiries or
complaints
analytical skills to identify trends and positions of products and
services
self-management skills to:
Variable Range
Individual differences May include:
ability
age
belief system/values
culture
expertise/experience/working styles
gender
interests
interpersonal style
language
mental ability
past experiences
physical characteristics
politics
religion
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence adjusting language and behaviour as required by interactions with
diversity
awareness of diversity issues
knowledge of relevant legislation
Underpinning Must demonstrate knowledge of:
Knowledge and key provisions of relevant legislation from all forms of
Attitudes government that may affect aspects of business operations, such
as:
➢ anti-discrimination legislation
➢ ethical principles
➢ codes of practice
➢ privacy laws
➢ occupational health and safety (OHS)
major groups in the community and work environment, as defined
by cultural, religious and other traditions and practices
reasonable adjustments that facilitate participation by people with a
disability
value of diversity to the economy and society in terms of
workforce development, workplace in the global economy,
innovation and social justice
Underpinning Skills Must demonstrate skills to:
Culturally appropriate communication skills to relate to people
from diverse backgrounds and people with diverse abilities
Problem-solving and initiative skills to recognize and address own
responses to difference
Resources Implication Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Variable Range
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence collecting and recording data on resource use
observing resource use over defined and operational
timeframes
carrying out routine maintenance
knowledge of organizational resources acquisition policies,
plants and procedures
Underpinning Must demonstrate knowledge of:
Knowledge and key provisions of relevant legislation from all levels of
Attitudes government that may affect aspects of business operations, such
as:
➢ ethical principles
➢ codes of practices
➢ Occupational Health and Safety (OHS)
organizational resource acquisition policies, plants and
procedures
functions of a range of business equipment
organizational procedures for record keeping/filing systems,
security and safe recording practices
Underpinning Skills Must demonstrate skills to:
literacy skills to read and understand organization’s policies and
procedures; to write simple instructions for a particular routine
task
evaluation skills to diagnose faults and to monitor resource
usage
problem-solving skills to determine appropriate fault repair
actions
numeracy skills to calculate resource expenditure
technology skills to select and use technology appropriate to a task
Variable Range
Information May include:
computer databases (e.g. library catalogue, customer records)
computer files (e.g. letters, memos and other documents)
correspondence (e.g. faxes, memos, letters, email)
financial figures
forms (e.g. insurance forms, membership forms)
invoices (e.g. from suppliers, to debtors)
personal records (e.g. personal details, salary rates)
production targets
sales records (e.g. monthly forecasts, targets achieved)
Organizational May include:
requirements code of conduct/code of ethics
information protocols
legal and organizational policies, guidelines and requirements
management and accountability channels
OHS policies, procedures and programs
procedures for updating records
quality assurance and/or procedures manuals
security and confidentiality requirements
Methods of collecting May include checking:
information checking research provided by others
checking written material including referrals and client files
classification tolls
individual research
information from other organizations
interviews with colleagues/customers
observation and listening
previous file records
questioning (in person or indirect)
recruitment applications and other forms
Interpersonal skills May include:
consultation methods, techniques and protocols
networking
seeking feedback from group members to confirm
understanding
summarizing and paraphrasing
using appropriate body language
Format May include:
adding headers and footers
incorporating graphics and pictures
inserting symbols
using legends
using a particular software application
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence providing accurate information for defined purposes
systematic maintenance and handling of data and documents
using business technology to manage information
knowledge of relevant legislation
Underpinning Must demonstrate knowledge of:
Knowledge and key provisions of relevant legislation from all forms of
Attitudes government that may affect aspects of business operations, such
as:
➢ ethical principles
➢ codes of practice
➢ privacy laws
➢ occupational health and safety (OHS)
methods for checking validity of information and its sources
Variable Range
What the team needs May relate to:
and wants to achieve addressing particular customer feedback
conceiving and implementing a particular project
developing new services or products
generating ongoing ideas within the work unit
improving or changing work conditions
new ideas that impact beyond the workplace (e.g. that have a
broader social or community impact)
Information about May relate to:
current or potential interests
team members’ lifestyle preferences
work past jobs
technical strengths
work preferences
working styles
Difference ways that May relate to individual strengths around:
different people may creating positive energy within the team
contribute fundamental literacy strengths (e.g. particularly strong in
visual literacy, written or spoken communication)
generating ideas
networks or spheres of influence
particular ways of thinking
powers of persuasions
problem-solving capacities
specific technical skills or knowledge
Ground roles May relate to:
boundaries or lack of boundaries for team activities and ideas
confidentiality
copyright, moral lights or intellectual property
regularity of communication
key roles and responsibilities
time lines
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence active participation in a team where the team takes a pro- active
and considered approach to innovation and innovative practice
collaborative and open communication within the team
knowledge and understanding of the internal and external factors
that contribute to a team becoming and remaining innovative
Variable Range
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate must:
Competence applying judgment in the application of industry and/or
organizational procedures
working with customer complaints
knowledge of organizational procedures and standards for
processing complaints
Underpinning Must demonstrate knowledge of:
Knowledge and key provisions of relevant legislation from all forms of
Attitudes government that may effect aspects of business operations, such
as:
➢ ethical principles
➢ codes of practice
➢ privacy laws
➢ occupational health and safety (OHS)
importance of good communication skills and the individual’s role
in processing customer complaints
organizational procedures and standards for processing
complaints and recommending appropriate action
Underpinning Skills Must demonstrate skills to:
analytical skills to identify trends and positions of products and
services
communication skills to interpret customer complaints, and to
monitor and advise on customer service strategies and resolutions
culturally appropriate communication skills to related to people from
diverse backgrounds and people with diverse abilities
literacy skills to read and understand a variety of texts; to
prepare general information and papers according to target
audience; and to edit and proofread texts to ensure clarity of
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence creating simple databases and queries
manipulating data using queries
formatting data into a final version
Underpinning Demonstrate knowledge on:
Knowledge and key provisions of relevant legislation from all forms of
Attitudes government, standards and codes that may affect aspects of
business operations, such as:
➢ ethical principles
➢ codes of practice
➢ privacy laws
➢ occupational health and safety (OHS)
organizational requirements relating to data entry, storage and
presentation
Underpinning Skills Demonstrate skills to:
numeracy skills to create simple queries and to use simple
formulae
planning and organizing skills to develop effective databases
problem-solving skills to address inconsistencies in data and
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issues in database, and to query structures
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Methods of Competence may be assessed through:
Assessment Interview / Written Test
Observation / Demonstration with Oral Questioning
Context of Competence may be assessed in the work place or in a
Assessment simulated work place setting.
5. Overcome
5.1 Customer objections are identified and acknowledged
objections. according to store policy.
5.2 Objections are categorized into price, time and merchandise
characteristics and consider solutions.
5.3 Solutions are offered to customer objections according to store
policy.
5.4 Problem solving is applied within personal scope of
responsibilities to overcome customer objections or refer to senior
staff.
6. Close sale.
6.1 Customer buying signals are monitored, identified and
responded appropriately.
6.2 Customer is encouraged to make purchase decisions.
6.3 Appropriate method of closing sale is selected and applied.
7. Maximize sales
7.1 Opportunities are recognized and applied for making
opportunities. additional sales according to store policy.
7.2 Customer is advised of complementary products or services
according to customers identified need.
7.3 Personal sales outcomes are reviewed and strategies are
considered to maximize future sales in consultation with
relevant staff.
Variable Range
Product knowledge features and benefits
may include: handling and storage requirements
price
safety features
stock availability
use-by dates
warranties
Relevant sources of demonstrations
information may internet
include: labels
product profiles
staff members
store or supplier product manuals
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
Competence applies product knowledge and uses appropriate sales
approach to sell the benefits of products and services,
overcome objections and close sales
uses questioning, listening and observation skills to determine
customer requirements
applies store policies and procedures in regard to selling
products and services
maximises sales opportunities according to store policies and
procedures
applies industry codes of practice, relevant legislation and
statutory requirements in regard to selling products and
services
evaluates personal sales performance to maximise future sales
Variable Range
Store policy and cash handling
procedures in financial transactions
regard to: handling techniques of stock
operation of point-of-sale equipment
sales transactions
security
Point-of-sale credit slips
documents may message pads
include: order forms
product return slips
promotional materials
Customers may customers with routine or special requests
include: internal and external contacts
new or repeat contacts
people from a range of social, cultural and ethnic backgrounds
people with varying physical and mental abilities
Numerical addition and subtraction
calculations may calculations of cash amounts and change
include: calculations of discount amounts
estimation of quantities
measurement
multiplication and division
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percentages
Point-of-sale cheques
transactions may credit cards and store cards
include: exchanges
gift vouchers
returns
smart cards
travellers cheques
Point-of-sale cash drawer
equipment may cash register
include: electronic scales
numerical display board
scanner
security tagging
Wrapping and adhesive tape
packaging bags
materials may boxes
include: bubble wrap
gift wrapping
paper
ribbon
string
Delivery methods courier
may include: domestic or international delivery
freight
parcel pick-up
post or express post
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
Competence operates point-of-sale equipment according to manufacturer
instructions and store policy and procedures
applies store policy and procedures in regard to cash handling and
point-of-sale transactions
interprets, calculates and records numerical information
accurately
processes sales transaction information responsibly and
accurately according to store policy and procedures
applies store policy and procedures in regard to the handling,
packing, wrapping and delivery of goods or merchandise
Underpinning Must demonstrate knowledge of:
Knowledge and cash and non-cash handling procedures, including:
Attitudes ➢ balancing point-of-sale equipment
➢ calculating non-cash documents
➢ change required, denominations of change and tendering
change
2. Provide
2.1. Individual information and coach sales team members are provided in
feedback and
store policy and procedures and relevant legislation in regard to
coaching to
selling.
improve
implementation 2.2 Individual information and coach sales team members are provided
of sales policies on the implementation of store policy and procedures in regard to
and procedures. sales transactions.
2.3. Support is provided to team members to promote sales and service
techniques.
3. Monitor 3.1. Individual and department sales targets are monitored and
achievement of recorded according to store policy.
sales targets.
3.2. Store sales results are monitored and recorded in line with
sales targets and according to store policy.
3.3. Feedback is provided to management and staff on sales
performance in relation to sales targets and planning.
Variable Range
Store policy and allocated duties and responsibilities
procedures in efficient use of resources
regard to:
internal and external customer contact
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
Competence applies store policies and procedures and industry codes of practice
in regard to customer service and selling products and services
implements and monitors store policies and procedures in
Evidence Guide
Critical Aspects of A person must be able to provide evidence of:
Competence assessing and reporting on customer satisfaction
identifying commercial characteristics of products and
services
knowledge of products and service standards and best
practice models
preparing and structuring advice on products and services
researching market availability of products and services
Underpinning Demonstrate knowledge on:
Knowledge and key provision of relevant legislation from all levels of
Attitudes government that may affect aspects of business operations, such
as:
➢ anti-discrimination legislation
➢ ethical principles
➢ codes of practice
➢ privacy laws
➢ occupational health and safety (OHS)
organization’s products and services
organizational policies and procedures for customer service
including handling customer complaints
product and service standards and best practice models
principles and techniques of public relations and product
promotion
mechanisms to obtain and analyze customer feedback
Underpinning Skills Demonstrate skills to:
literacy skills to read and understand a variety of texts; to
prepare general information and papers according to target
audience; and to edit and proofread texts to ensure clarity of
meaning, and accuracy of grammar and punctuation
technology skills to select and use technology appropriate to a task
communication skills to monitor and advise on customer
service strategies
problem-solving skills to deal with customer enquiries or
complaints
analytical skills to identify trends and positions of products and
services
3. Improve
3.1. The needs of business customers and end consumers are
business reported, promoted and advocated within the organization.
customer
outcomes and 3.2. Quality assurance and compliance procedures are
business established and used to qualify and quantify business
relationships. customer needs.
3.3. Judgment is used to guide the standards of quality required to meet
business customer service needs and expectations.
3.4. Future business customer needs and factor are anticipated into
management activities.
3.5. Regular, effective and targeted feedback are provided to business
customers regarding the services and the value that is provided.
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
Competence builds sustainable relationships with business customers that
deliver agreed business outcomes
identifies key contact personnel for businesses with a given
territory or customer account
describes and uses a range of means to identify specific needs of
business customers
confirms trading terms for customers according to business
policy and procedures
Underpinning Must demonstrate knowledge of:
Knowledge and business policy and procedures for building relationships with
Attitudes business customers
information sources on product and supply arrangements for
customers
relevant legislation and statutory requirements, including work
health and safety (WHS)
pricing policies
trading terms
Underpinning Skills Must demonstrate skills to:
communication and interpersonal skills to facilitate:
➢ building relationships with business customers
➢ consultation
➢ dispute resolution
➢ negotiation
➢ presentation
literacy skills to read, analyse and interpret a range of business
policy and procedures, documents and research information
planning and organising skills to:
➢ collect and organize information
➢ prioritize work schedule
➢ process business forecasts for implementation
➢ review business needs and basic forecasts
problem-solving skills to anticipate future business customer
needs
self-management skills to:
➢ confirm trading terms, pricing policies and other relevant
procedures to customers
➢ demonstrate flexibility when communicating within teams and
responding to customers
➢ identify and maintain key contact personnel at customer
2. Monitor own
2.1 Personal work performance through self-assessment is accurately
work performance
monitored and adjusted to ensure achievement of tasks.
2.2 Feedback on performance is actively sought and evaluated
from colleagues and clients in the context of individual and
group requirements are ensured.
2.3 Variations in the quality of service and products are routinely
identified and reported in accordance with organizational
requirements.
2.4 Signs of stress and effects on personal wellbeing are
identified.
2.5 Sources of stress are identified and appropriate supports
and resolutions strategies are accessed.
3. Coordinate
3.1 Personal learning needs and skill gaps using self-assessment are
personal skill
identified and colleagues and clients in relation to role and
development and
organizational requirements are advised.
learning
3.2 Opportunities for undertaking personal skill development
activities in liaison with work groups and relevant personnel
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are identified, prioritized and planned.
3.3 Professional development opportunities are accessed,
completed and recorded to facilitate continuous learning and
career development.
3.4 Formal and informal feedbacks are incorporated into review of
further learning needs.
Variable Range
Work goals and May include:
objectives budgetary targets
production targets
reporting deadlines
sales targets
team and individual learning goals
team participation
Organizational May include:
requirements access and equity principles and practice
business and performance plans
defined resource parameters
ethical standards
goals, objectives, plans, systems and processes
legal and organizational policies, guidelines and requirements
OHS policies, procedures and programs
quality and continuous improvement processes and standards
quality assurance and/or procedures manuals
Factors affecting the May include:
achievement of work budget constraints
objectives competing work demands
environmental factors such as time, weather
resource and materials availability
technology/equipment breakdowns
unforeseen incidents
workplace hazards, risks and controls
Business May include:
technology computer applications
computer
email
facsimile machines
internet/extranet/intranet
modems
personal schedulers
photocopies
printers
scanners
Feedback on May include:
Evidence Guide
Critical Aspects of A person must be able to provide evidence of:
Competence preparing work plans
Scheduling and prioritizing work objectives and tasks
Variable Range
Organisational mission, values and goals of business
information may product and service details
include: workplace procedures
Technologies may mobile phone technologies and programs
include: web technologies and programs
wireless technologies and programs
Customer data may name
include: address
mobile phone number
email address
social networking contact details
Nature and frequency limitations on the number of contacts in a given time period
of customer contact prescribed content of typical messages
may include: prescribed timeframes for contacts
style guide for content of communications
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
Competence adheres to organisational protocols for customer contact using
technologies
promotes benefits of communication to relevant customers using
technologies
communicates with a range of customers using a range of
technologies
obtains and implements feedback on communication
procedures.
Underpinning Must demonstrate knowledge of:
Knowledge and scope of organisation’s sales and services
Attitudes types of technology and their application to the marketing
sector
workplace procedures relating to:
➢ collection of customer data
➢ customer service
➢ operation of technologies
Underpinning Skills Must demonstrate skills to:
communication and interpersonal skills to:
➢ ask questions relating to information and procedures
➢ develop relationships with customers
➢ explain use of technologies to customers
Variable Range
Audience May include:
internal and external customers
recipient/s who receive a copy for information
primary recipient/s of the communication
Purpose May include:
clarification of issues
communication about meetings or events
Evidence Guide
Critical Aspects of A person must be able to provide evidence of:
Competence producing a range of documents that accurately convey
required basic information
using formatting suitable for intended audience
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knowledge of organizational policies and procedures for
document production
Underpinning Demonstrate knowledge on:
Knowledge and basic grammar, spelling and punctuation
Attitudes communication protocols
how audience, purpose and method of communication
influence tone
organizational policies and procedures for document
production
resources to assist in document production, such as dictionary,
thesaurus, templates, style sheets
Underpinning Skills Demonstrate skills to:
literacy skills to read and understand a variety of texts; to
prepare general information and papers according to target
audience; and to proofread and edit documents to ensure clarity
of meaning and conformity to organizational requirements
problem-solving skills to determine document design and
production processes
Unit Descriptor This unit describes the performance outcomes, skills and knowledge
required to produce financial reports in a sales environment. It involves
entering payment summaries into journals, reconciling accounts to
balance, preparing bank reconciliations, and receiving and documenting
payments and takings. It also involves dispatching statements to
debtors,
dispatching payments to creditors and preparing financial reports.
4. Dispatch statements
4.1 Cash is counted correctly and correct change given, if
to debtors and
applicable.
follow up
outstanding 4.2 Cheque and credit card payments are verified with the
accounts. relevant personnel or department prior to acceptance.
4.3 Receipts are completed and issued.
5. Dispatch statements
5.1 Debtor statements are checked for accuracy of contents.
to debtors and
follow up 5.2 Any noted discrepancies are rectified accurately.
outstanding 5.3 Debtor statements are dispatched within designated time
accounts. limits.
5.4 Outstanding accounts are collected within designated credit
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periods.
5.5 Credit terms are reviewed and controlled to ensure payment
within designated time limits.
5.6 Debtors’ ledger is maintained to reflect current situation.
5.7 Customer credit terms are reviewed when indicated,
according to store policy and procedures.
6. Dispatch payments
6.1 Payment documentation prepared by others is checked for
to creditors.
accuracy of information and dispatch to creditors within
designated time limits.
6.2 Creditors’ statements are reconciled with accounting
records.
6.3 Relevant data is input to creditors’ ledger.
6.4 General ledger is reconciled against accounting records.
7. Generate financial
7.1 Purpose of the report is clarified with relevant personnel.
documents.
7.2 Relevant data is identified and obtained from nominated
internal or external sources.
7.3 Nominated internal records are updated to show current
status of financial report.
7.4 Data is transcribed onto nominated form and in the
authorised manner.
Variable Range
Transactions may cash
include: cheque
credit card
store card
internet payments
gift vouchers
returns
Nominated system may recording
include: documenting
reporting systems
accounting
Relevant personnel supervisor
may include: team leader
manager
Store policy and financial systems
procedures in cash handling
regard to: reconciling accounts
Records may be: manual
electronic
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
Competence consistently applies store policy and procedures when
producing financial reports
consistently applies store policy and procedures in regard to
handling cash
consistently applies store policy and procedures in regard to the
accurate and effective recording of data for reporting and
processing document discrepancies and the reconciliation of reports
for preparation of trial balances
consistently applies store policy and procedures in regard to
receiving, recording and dispatching to debtors and creditors
applies follow-up procedures for outstanding accounts
Underpinning Must demonstrate knowledge of:
Knowledge and store policy and procedures in regard to:
Attitudes ➢ register or terminal balance
➢ cash and non-cash transactions security
➢ cash balances
➢ banking procedures
➢ purchase requisitions and orders
➢ issuing of receipts
➢ delivery dockets
➢ credit notes
➢ statements
➢ remittance advices
➢ cash register rolls
➢ deposit books
➢ change required and denomination of change
➢ operation of equipment used at register or terminal
➢ processing delivery document discrepancies
➢ invoicing procedures for debtors and creditors
payment and invoice procedures
relevant legislation and statutory requirements
cash and non-cash handling procedures, including:
➢ balancing point-of-sale terminal
➢ recording takings
➢ security of cash and non-cash transactions
➢ change required and denominations of change
➢ credit cards
➢ gift vouchers
credits and returns
Variable Range
Team may include: business team
full-time, part-time, casual or contract staff
people from a range of cultural, social and ethnic
backgrounds
people with a range of responsibilities and job descriptions
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
Competence a business-to-business sales work environment
relevant documentation, such as:
➢ business policy and procedures
➢ business plans and objectives
a range of customers with different requirements
Variables Range
Problems May include but not limited to:
difficult customer service situations
equipment breakdown/technical failure
delays and time difficulties
competence
Workplace records May include but is not limited to:
staff records and regular performance reports
Evidence Guide
Critical Aspects of Demonstrates skills and knowledge in:
Competence ability to effectively monitor and respond to a range of common
operational and service issues in the workplace
understanding of the role of staff involved in workplace
monitoring
knowledge of quality assurance, principles of workflow planning,
delegation and problem solving
Underpinning Demonstrate knowledge of:
Knowledge and roles and responsibilities in monitoring work operations
Attitudes overview of leadership and management responsibilities
principles of work planning and principles of delegation
typical work organization methods appropriate to the sector
quality assurance principles and time management
problem solving and decision making processes
industrial and/or legislative issues which affect short term work
organization as appropriate to industry sector
Underpinning Skills Demonstrate skills to:
monitor and improve workplace operations
plan and organize workflow
maintain workplace records
Resource Implications Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to information on
workplace practices and OHS practices.
Methods of Competence may be assessed through:
Assessment Interview / Written Test
Observation / Demonstration with Oral Questioning
Context of Competence may be assessed in the work place or in a simulated
Evidence Guide
Critical Aspects of Demonstrates skills and knowledge in:
Competence Checked completed work continuously against organization
standard
Identified and isolated faulty or poor service
Checked service delivered against organization standards
Identified and applied corrective actions on the causes of
identified faults or error
Recorded basic information regarding quality performance
Investigated causes of deviations of services against standard
Recommended suitable preventive actions
Underpinning Demonstrates knowledge of:
Knowledge Relevant quality standards, policies and procedures
Characteristics of services
Safety environment aspects of service processes
Evaluation techniques and quality checking procedures
Workplace procedures and reporting procedures
Underpinning Skills Demonstrates skills to:
interpret work instructions, specifications and standards
appropriate to the required work or service
carry out relevant performance evaluation
maintain accurate work records
meet work specifications and requirements
communicate effectively within defined workplace procedures
Resource Implications Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Methods of Assessment Competence may be assessed through:
Interview / Written Test
Observation / Demonstration with Oral Questioning
Context of Competence may be assessed in the work place or in a
simulated work place setting.
3. Identify and 3.1 Issues and problems are identified as they arise
communicate issues
arising in the 3.2 Information regarding problems and issues are organized
workplace coherently to ensure clear and effective communication
3.3 Dialogue is initiated with appropriate staff/personnel
3.4 Communication problems and issues are raised as they arise
Variable Range
Methods of May include but not limited to:
communication Non-verbal gestures
Verbal
Face to face
Two-way radio
Speaking to groups
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Using telephone
Written
Using Internet
Cell phone
Evidence Guide
Critical Aspects of Demonstrates skills and knowledge in:
Competence Dealt with a range of communication/information at one time
Made constructive contributions in workplace issues
Sought workplace issues effectively
Responded to workplace issues promptly
Presented information clearly and effectively written form
Used appropriate sources of information
Asked appropriate questions
Provided accurate information
Underpinning Demonstrates knowledge of:
Knowledge and Organization requirements for written and electronic
Attitudes communication methods
Effective verbal communication methods
Underpinning Skills Demonstrates skills to:
Organize information
Understand and convey intended meaning
Participate in variety of workplace discussions
Comply with organization requirements for the use of written and
electronic communication methods
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Methods of Assessment Competence may be assessed through:
Interview / Written Test
Observation / Demonstration with Oral Questioning
Context of Assessment Competence may be assessed in the work place or in a
simulated work place setting.
Variable Range
Learning and May include but not limited to:
development needs Coaching, mentoring and/or supervision
Formal/informal learning program
Internal/external training provision
Work experience/exchange/opportunities
Personal study
Career planning/development
Performance appraisals
Workplace skills assessment
Recognition of prior learning
Organizational May include but not limited to:
requirements Quality assurance and/or procedures manuals
Goals, objectives, plans, systems and processes
Legal and organizational policy/guidelines and requirements
Safety policies, procedures and programs
Confidentiality and security requirements
Business and performance plans
Ethical standards
Quality and continuous improvement processes and standards
Feedback on May include but not limited to:
performance Formal/informal performance appraisals
Obtaining feedback from supervisors and colleagues
Obtaining feedback from clients
Personal and reflective behavior strategies
Routine and organizational methods for monitoring service
delivery
Learning delivery May include but not limited to:
methods On the job coaching or mentoring
Problem solving
Presentation/demonstration
Formal course participation
Evidence Guide
Critical Aspects of Demonstrates skills and knowledge in:
Competence identified and implemented learning opportunities for others
gave and received feedback constructively
facilitated participation of individuals in the work of the team
negotiated learning plans to improve the effectiveness of
learning
prepared learning plans to match skill needs
accessed and designated learning opportunities
Underpinning Demonstrates knowledge of:
Knowledge and coaching and mentoring principles
Attitude understanding how to work effectively with team members who have
diverse work styles, aspirations, cultures and perspective
understanding how to facilitate team development and
improvement
understanding methods and techniques for eliciting and
interpreting feedback
understanding methods for identifying and prioritizing personal
development opportunities and options
knowledge of career paths and competence standards in the
industry
Underpinning Skills Demonstrates skills to:
read and understand a variety of texts, prepare general information
and documents according to target audience; spell with accuracy;
use grammar and punctuation effective relationships and conflict
management
receive feedback and report, maintain effective relationships and
conflict management
organize required resources and equipment to meet learning needs
provide support to colleagues
organize information; assess information for relevance and
accuracy; identify and elaborate on learning outcomes
facilitation skills to conduct small group training sessions
relate to people from a range of social, cultural, physical and
mental backgrounds
1. Diagnose the 1.1 Data required for diagnosis is determined and acquired.
business
1.2 Competitive advantage of the business is determined from the
data.
1.3 SWOT analysis of the data is undertaken.
2. Benchmark the 2.1 Sources of relevant benchmarking data are identified.
business
2.2 Key indicators for benchmarking are selected in
consultation with key stakeholders.
2.3 Like indicators of own practice are compared with benchmark
indicators.
2.4 Areas for improvement are identified.
3. Develop plans to 3.1 A consolidated list of required improvements is developed.
improve business
3.2 Cost-benefit ratios for required improvements are
performance
determined.
3.3 Work flow changes resulting from proposed improvements are
determined.
3.4 Proposed improvements are ranked according to agreed
criteria.
3.5 An action plan is developed and agreed to implement the top
ranked improvements.
3.6 Organizational structures are checked to ensure they are
suitable.
4. Develop 4.1 The practice vision statement is reviewed.
marketing and 4.2 Practice objectives are developed/ reviewed.
promotional
plans 4.3 Target markets are identified/ refined.
4.4 Market research data is obtained.
4.5 Competitor analysis is obtained.
4.6 Market position is developed/ reviewed.
4.7 Practice brand is developed.
4.8 Benefits of practice/practice products/services are identified.
Variable Range
Data required includes: May include but not limited to:
organization capability
appropriate business structure
level of client service which can be provided
internal policies, procedures and practices
staff levels, capabilities and structure
market, market definition
market changes/market segmentation
market consolidation/fragmentation
revenue
level of commercial activity
expected revenue levels, short and long term
revenue growth rate
break even data
pricing policy
revenue assumptions
business environment
economic conditions
social factors
demographic factors
technological impacts
political/legislative/regulative impacts
competitors, competitor pricing and response to pricing
competitor marketing/branding
competitor products
Competitive advantage May include but not limited to:
services/products
fees
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location
timeframe
SWOT analysis May include but not limited to:
internal strengths such as staff capability, recognized
quality
internal weaknesses such as poor morale,
under-capitalization, poor technology
external opportunities such as changing market and
economic conditions
external threats such as industry fee structures, strategic
alliances, competitor marketing
Key indicators May include but not limited to:
salary cost and staffing
personnel productivity (particularly of principals)
profitability
fee structure
client base
size staff/principal
overhead/overhead control
Organizational May include but not limited to:
structures Legal structure (partnership, Limited Liability Company, etc.)
organizational structure/hierarchy
reward schemes
Objectives should be May include but not limited to:
'SMART' S: Specific
M: Measurable
A: Achievable
R: Realistic
T: Time defined
Market research data May include but not limited to:
data about existing clients
data about possible new clients
data from internal sources
data from external sources such as:
➢ trade associations/journals
➢ Yellow Pages small business surveys
➢ libraries
➢ Internet
➢ Chamber of Commerce
➢ client surveys
➢ industry reports
➢ secondary market research
primary market research such as:
➢ telephone surveys
➢ personal interviews
➢ mail surveys
Competitor analysis May include but not limited to:
Variable Range
Coaching and mentoring May include but not limited to:
providing assistance with problem-solving
providing feedback, support and encouragement
teaching another member of the team, usually focusing on a
specific work task or skill
Continuous May include but not limited to:
improvement cyclical audits and reviews of workplace, team and individual
processes performance
evaluations and monitoring of effectiveness
implementation of quality systems, such as International
Standardization for Organization (ISO)
modifications and improvements to systems, processes,
services and products
policies and procedures which allow the organization to
systematically review and improve the quality of its products,
services and procedures
seeking and considering feedback from a range of
stakeholders
Kaizen
Enterprise-specific improvement systems
Technology May include but not limited to:
computerized systems and software such as databases, project
management and word processing
telecommunications devices
any other technology used to carry out work roles and
responsibilities
Customer service May include but not limited to:
internal or external
to existing, new or potential clients
Key process Key process indicators may include:
indicators statistical process control data/charts
orders
lost time, injury and other OHS records
equipment reliability charts, etc.
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence taking active steps to implement, monitor and adjust plans,
processes and procedures to improve performance
supporting others to implement the continuous improvement
system/processes, and to identify and report opportunities for
further improvement
knowledge of principles and techniques associated with
continuous improvement systems and processes
assist others to follow standard procedures and practices
assist others make improvement suggestions
standardize and sustain improvements
Assessors should ensure that candidates can:
implement and monitor defined quality system
requirements and initiate continuous improvements within the
work area
apply effective problem identification and problem solving
techniques
strengthen customer service through a focus on continuous
improvement
implement, monitor and evaluate quality systems in the work area
initiate quality processes to enhance the quality of
performance of individuals and teams in the work area
gain commitment of individuals/teams to quality principles and
practices
implement effective communication strategies
encourage ideas and feedback from team members when
developing and refining techniques and processes
analyze training needs and implement training programs
prepare and maintain quality and audit documentation
We wish to extend thanks and appreciation to the many representatives of business, industry,
academe and government agencies who donated their time and expertise to the development
We would like also to express our appreciation to the Staff and Experts of Federal TVET
Agency, Ministry of Education (MoE) who made the development of this occupational
standard possible.
This occupational standard was developed in August 2012 at Bishoftu, Debre Zeit
Management Institute.