BSBWOR501 - Assessment Task 1 & 2: Leadership and Management Report

This report presents a comprehensive assessment of leadership and management principles, focusing on the BSBWOR501 unit. The assignment begins by reviewing a sales associate job description within Cheil Australia, outlining the role's responsibilities and organizational goals. It then delves into establishing personal and team goals, developing Key Performance Indicators (KPIs), and creating activities to advance work goals. A detailed work plan is provided, alongside discussions on serving as a positive role model and maintaining work-life balance. The second part of the report covers the development of a professional development plan, including career objectives and action plans. It also incorporates a journal reflecting on the process of managing work priorities and planning professional development. The report effectively integrates theoretical concepts with practical applications, demonstrating a solid understanding of leadership and management practices.

LEADERSHIP AND MANAGEMENT

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Table of contents
Assessment task 1 2
1. Reviewing job description, organisation’s business plans, business goals, policies as well
as procedures 2
2. Establishing personal and team goals 3
3. Developing KPIs 4
4. Activities to advance work goals 5
5. Developing work plan 7
6. Serving as a positive role model 8
7. Maintaining work life balance, health and managing stress 9
Assessment task 2 10
1. Professional development plan 10
Professional development opportunities/training 10
Networking activities 11
Assessing personal knowledge and skills against competency standards 12
Feedback form 13
2. Journal making 14
References 14

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Assessment task 1
1. Reviewing job description, organisation’s business plans, business goals, policies as
well as procedures
The job that has been assigned is that of a sales associate. The role of a sales associate is to
deliver to the consumers a positive experience in context of the brand that encompasses the
services as well as the products offered by the stores. As a sales associate, the individual is
considered as an expert in context of products and services offered by Samsung. Another role
of the sales associate to construct the brand advocacy as well as excitement by building
positive relationships. The main objective of a sales associate to provide the customers with an
exceptional shopping experience by means of product differentiation as well as customer
engagement made possible by training.
The main duties of a sales associate are to market as well promote the products to customers
via demonstrations, presentations and instructions. The associate is also responsible for
establishing the store displays which also includes the POS merchandising. It is essential for the
sales associate to invest in building close relationship with the store managers so as to enable
the consumers to enjoy high level customer services made possible by effective management
and communication. The associate is also responsible for maintaining the records, data, audit
checks as well as reports on competitor activity and phases of sales without compromising the
organisational policies, management requirements as well as procedures.
The associate is also expected to assist as well as support any or all Samsung events, training
nights as well as VIP visits if required. The sale associate is also anticipated to achieve the
sales target, product training, compliance and merchandising as well as reviewing the sales
performance. Cheil Australia is a multi-disciplinary agency with motive of providing excellent
customer experience by developing and building campaigns as well as providing in store
experiences with the motto “Ideas that Move”. The organisation tries to channel the consumers
to the stores by means of traditional advertisements as well as social, digital and experimental
methods.
The main goal of the organisation is to drive conversion in store using their in field sales teams,
in store marketing as well as retail designs. The organisation specialises in shop build, digital,
experimental and retail marketing. The business plan of Cheil is to provide strategic, creative,
digital, experiential as well as media solutions. To provide the strategic solutions the company
makes use of on-site analysis to undertake quick action in response to the changes in
advertising environment by directly measuring the consumer behaviour in real rather than using

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traditional surveys. The company also has a differentiated big data collection as well as analysis
capacity which helps in providing the solutions based on consumer behaviour analysis.
In order to provide newness the company tries to make use of the traditional as well as the new
media platforms like internet and social media. The company has the knowhow to provide the
best solutions in terms of media and it is also leader in terms of purchasing power. The
company make use of practical campaigns using the characteristics of the media. The company
also provides integrated digital marketing solutions and make use of the social media platforms
to adapt and adopt to the emerging technologies.
2. Establishing personal and team goals
The goals that are set allow to maximise the performance and motivates people to work to their
full capacity.
Personal goals Team goals
As an individual it is necessary to review the
number of leads they generated as well as
the follow up calls made every week . It is
also necessary to monitor the sales cycle and
consumer engagements undertaken on a
weekly basis.
The goals which are based on the number of
sales actually provides strong basis for
measuring achievements. For establishing a
baseline, it is necessary to review the amount
of sales for a given time period. By setting
goals an individual may be able to push
beyond their usual sales quota.
Analysing the frequency of conversions, total
value of sales made and new amount for
future sales in the week
Prospecting is a very important goal to be
considered in sales. In order to make more
sales, it is necessary to set goals on basis of
prospective consumers that have been
contacted.
Self monitoring is important and this helps in
probing the new personal habits that have
either developed or reduced during a week’s
time. It is also necessary to review the coping
mechanism employed for dealing with
negative responses as well as monitoring the
work done for developing a positive attitude
Customer service is the backbone of sales
and it is necessary to develop and build
relations with customers so that they are
encouraged to return in future. Goals should
be based on problem solving and
communication techniques which is
necessary for helping consumers.

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In order to professionally develop, it is
necessary to make ote of seminars or
conferences attended in a month. It is also
very useful to explore the new insights and
knowledge regarding the product as well as
the industry.
Setting up goals which challenge the ability of
members of the sales team to achieve that
goal helps in fostering teamwork.
3. Developing KPIs
KPIs Measuring performance Maintaining performance
Fulfillment of quota Quota fulfillment is accepted as one of
the primary indicators of performance in
terms of sales. The sales quota is
helpful as it provides the salesperson
with appendable good witch. Ability of a
salesperson to consistently meet as well
as exceed the given quota represents a
motivated individual.
Key factors to be considered
when establishing the sales
quota need to include the
overall revenue goals of the
organisation. In order to
maintain the performance it is
also necessary to keep in
track of the revenue
generation history of the
sales territories, the past
performances of the sales
team which in turn will be
useful in planning to upgrade
or downgrade the existing
sales department.
Closing ratio The closing ratio is actually used for
measuring the success of a salesperson
in converting the appointments to actual
sales.
An individual having closing
ratios lower than the
acceptable standard of the
organisation is a sin that the
individual member needs
additional assistant, training
and coaching to improve their

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deal closing skills.
Customer retention Customer retention can be measured by
determining the overall number of
consumers who undertake a Purchase
Decision more than once. It can be also
measured by analysing the number of
consumers who have decided to take
their businesses somewhere else.
If an individual is highly
successful in closing the
initial sale but is equally
incapable of following up after
the sale has been conducted
is a sign that the sales person
required for the training and
make more effort to keep in
touch with existing customers
on a regular basis.
Prospecting The ability of an individual to develop as
well as maintain the steady stream of
candidates qualified to be contacted for
appointments.
People who have low number
in terms of prospecting
activity need to develop their
prospecting skills and devote
their time in respecting
activities such as generating
referrals from the existing
consumers as well as cold
calling.
4. Activities to advance work goals
Primary objective sales associate to maximize productivity and it is a very tough job. In most
cases the staff members of the store or inexperienced, part-time or seasonal. This
complemented with the fact that the detail hours are actually very long and the sales targets are
unreachable and unattainable. The four primary areas in which process associate has to focus
in order to advance the work goals are:
Time management It is important to understand a problem and
the priority to solve it immediately. In case,
ascertain individual is unable to effectively
manage the work and prioritise the workload,
it is critical for them to delegate their work. In

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order to effectively manage time, the sales
Associates are required to eliminate investing
activities and effectively handle introductions.
They are also expected to decline the
unreasonable consumer demand.
Monitoring Important to communicate as well as evaluate
the performance standards by focusing on the
specific outcomes as well as behaviour that
will be necessary for implementing the
appropriate techniques for reinforcement.
This also important to gain commitment to
achieve the performance goals by
maintaining an environment which values
Information sharing across the organisational
hierarchy.
Skill development In order to develop the skills it is necessary
for Sales Associates undertake regular
training and coaching sessions that
complimented with realistic goals help in skill
development. What is also a very important
skill that needs to be learn as it helps in
delegate and responsibilities by establishing
the group goal. It also helps in aligning the
staff members and their job roles by
identifying as well as securing the resources
necessary for completing the job.
Managing changes Change is the only constant and this is even
more true in case of retail marketing and in
order to manage the changes it is necessary
to anticipate them which needs to be followed
by a group problem solving which helps in
managing the transition, championing the

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innovation as well as reducing the resistance
to changes.
5. Developing work plan
Work
activity
Description Goals KPIs Timeline Responsible
person
To work as a
team to
provide the
customers
with
outstanding
shopping
experience
To be
successful as
a sales
associate it is
important to
be a team
player having
attention to
details as
well as
flexible
enough to
process the
consumer
requests in a
competitive
environment
Increasing
sales
performance
Better closing
ratio and
quota
fulfillment
6 months Sales
manager
Work
activity
Description Goals KPIs Timeline Responsible
person
To minimise
the rate of
consumer
switchover
Improving
capability in
context of
conflict
management
Improving
customer
service
Better
prospecting
and customer
interaction
Monthly Customer
sales and
service
manager

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and
confrontation
s. It is also
important that
there is a
regular
interaction
with
prospective
as well as the
existent
clientele
6. Serving as a positive role model
In order to serve as a positive role model it is vital to treat everyone with respect. Irrespective of
the fact that two individuals may have a difference in opinion, it is still necessary to respect the
difference and move forward to establish a common ground that will help in the resolution of the
problem. Every individual has the ability to inspire the people around them by displaying the
positive effects of working together and respectfully treating everyone. It is also necessary to
take pride in one's work and this helps in encouraging the individuals to give 100% of effort
which will lead to exemplary results. Perhaps the most vital thing to do is to follow the rules and
regulations laid down by the organisation. Bonding is necessary for creating a strong sense of
teamwork that will allow to focus on the positives irrespective of the work challenges. In order to
become a talented professional as well as an Aspiring leader it is necessary to have the power
to influence the team members as these individuals work alongside to effectively solve problems
and make workplace more enjoyable.
7. Maintaining work life balance, health and managing stress
It is important to keep track of time as it is critical in achieving a balanced lifestyle. Keeping a
record of the populated and personal activities helps in understanding how an individual spends
his time and where they are wasting it. It is also necessary to determine the priorities as it helps
in effectively balancing the effort an individual puts in their personal as well as professional life.
As already mentioned goal setting is very important and this helps in time management as well
as prioritisation. Perhaps it is easier to say that it is important to plan the work before walking

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the plan. Establishing boundaries helps in channelizing the efforts towards attaining a Healthy
lifestyle. Health is the number one priority and it does not only mean Physical health but also
mental as well as emotional health because any job is responsible for causing significant stress
both physically emotionally and mentally on an individual which is why it is necessary to
exercise, have healthy food habits and a good long rest. Family is a very important support
structure and perhaps the ultimate source of personal satisfaction.It is necessary to
communicate with family members in order to make sure that career does not damage the
personal relationships .

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Assessment task 2
1. Professional development plan
Name
Date of development Date to be reviewed
Discussed with mentor/colleague Discussed with manager
Name: Name:
Professional development opportunities/training
Timeframe Description Skills/competency to
develop
Quarterly Sharing success stories
Helps in boosting motivation
and this leads to a positive
employee attitude that can be
fundamental in affecting the
levels of customer
satisfaction. The success
stories also help in analysing
the comprehensive and
listening skills of individuals
who are listening the stories
as well as it also helps in
building the communication
skills for those who are
sharing the story.
Listening skills,
comprehension skills
Monthly Field training is a very
important pillar of
professional development as
it helps in analysing the ability
of an individual to adapt and
acclimatize in the working
environment. It also helps in
Increased brand, product and
service knowledge

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instilling the various stopgap
that may be necessary in
dealing with contingencies in
Real world scenarios.
Networking activities
Timeframe Description Professional advantage
Half yearly Performance review meets Engaging in performance
reviews helps in identifying
the variety of shortcoming of
an individual based on the
key performance indicators.
This helps in finding out
solutions to the problems that
may be faced by an
individual. Networking also
helps in identifying the
services that may be
necessary for improving the
overall performance of the
business organisation as it
helps in identifying suitable
candidate who are able to
increase the overall
productivity.
Monthly Cold calling and prospecting The obvious benefit is that
this will enable in meeting
potential clients. Existing
clients can be also contacted
for generating referrals that
can be later followed up to
add to the list of clients. The

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current activity will be helpful
in identifying opportunities in
context of partnerships or
even business expansion.
Assessing personal knowledge and skills against competency standards
Unit of competency Performance
criteria
Knowledge Personal knowledge
and skills
Targeting potential
customers
Ability to list the
sources for
developing a
customer list by
researching the
General information
pertaining to the
customer in order to
determine the
potential. Is also
necessary to update
as well as revised the
list regularly endless
with the contact
centre.
Individual must be
able to describe the
various sources used
for developing the list
as well as explaining
the importance of
maintaining the
customers list for
sales targets
Able to use
multimedia,
computer, whiteboard
cardsheet, markers
and diary. At the
present I am very
much competent to
identify and target of
potential customer.
Planning initial
contact
Ability to establish as
well as maintain the
prospect files that
have been obtained
from strategic
information regarding
the situation of the
prospect clients.
Individual must be
able to explain the
primary as well as
Secondary Schools
along with defining
the gaps and
explaining the
methods that are
Must be able to use
multimedia and
computer along with
card sheets, markers
and planners. At the
present and more or
less competent in
Planning the initial

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Helps in identifying
the potential
opportunities as well
as help in setting up
the contact
objectives.
used for presenting
the documented
sales plan.
contact with the
potential consumer.
Contacting the
customer
Ability to write
personal letters,
email and effectively
use telephonic
communication skills.
Individual must be
also able to make
use of the plant
strategies of sale.
The individual must
be able to define the
necessary skills
pertaining to
business writing.
Must be able to
describe the decision
making process and
explain the mode of
meeting the
Expectations of the
consumers.
I have effective
writing and
communication skills
which makes me
competent enough
for the current job.
Feedback form
Sales team manager Store manager
Knowledge of work ❏ Outstanding
❏ Exceeds expectations
❏ Meets expectations
❏ Below expectations
❏ Unsatisfactory
❏ Outstanding
❏ Exceeds expectations
❏ Meets expectations
❏ Below expectations
❏ Unsatisfactory
Communication ❏ Outstanding
❏ Exceeds expectations
❏ Meets expectations
❏ Below expectations
❏ Unsatisfactory
❏ Outstanding
❏ Exceeds expectations
❏ Meets expectations
❏ Below expectations
❏ Unsatisfactory

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Teamwork ❏ Outstanding
❏ Exceeds expectations
❏ Meets expectations
❏ Below expectations
❏ Unsatisfactory
❏ Outstanding
❏ Exceeds expectations
❏ Meets expectations
❏ Below expectations
❏ Unsatisfactory
Problem solving and
decision making
❏ Outstanding
❏ Exceeds expectations
❏ Meets expectations
❏ Below expectations
❏ Unsatisfactory
❏ Outstanding
❏ Exceeds expectations
❏ Meets expectations
❏ Below expectations
❏ Unsatisfactory
2. Journal making
I had applied for the job by looking at the job description and company profile. It was necessary
for me to be passionate about Brand identities. I have been using Samsung products for many
years and this seemed to be a good opportunity to ensure that the consumers had a first class
experience when it comes to the brand Samsung. I have updated reasonable intra and
interpersonal skills that can be used for developing and building relationships with consumers
as well as team members. Teamwork comes naturally to me as I understand the vitality of
wapking as a team to achieve the common goals and objectives that have been set by the
organisation. I also have experience using information from multiple sources as well as open to
strategies that can help in achieve the desired target. I also have a 3 year experience in reseller
environment. However in order to sustain in the competitive environment and plan to undertake
training for sales as well as management coaching. I also wish to improve my current
communication and comprehension skills as it will help me to better serve the consumers as
well as allow me to become a better leader in the future.