Elements and Performance Criteria
- Confirm customer requirements
- Collaborative techniques, including active listening and questioning, are used to elicit, clarify and confirm customer requirements
- Customer requirements are clearly and legibly documented according to workplace procedures and organisational legal requirements
- Customer acknowledgement and confirmation of the documented requirements are obtained
- Advise customer of available options
- Viable options are generated in response to customer needs and workplace legal requirements according to workplace procedures
- Further information is researched as required to confirm or clarify options
- Options are explained and discussed with customer to assist informed decision making
- Supporting information is provided as required to assist customer understanding
- Sales or service conditions are communicated verbally or in writing according to workplace procedures
- Agree action plan with customer
- Confirm customer requirements
- Collaborative techniques, including active listening and questioning, are used to elicit, clarify and confirm customer requirements
- Customer requirements are clearly and legibly documented according to workplace procedures and organisational legal requirements
- Customer acknowledgement and confirmation of the documented requirements are obtained
- Advise customer of available options
- Viable options are generated in response to customer needs and workplace legal requirements according to workplace procedures
- Further information is researched as required to confirm or clarify options
- Options are explained and discussed with customer to assist informed decision making
- Supporting information is provided as required to assist customer understanding
- Sales or service conditions are communicated verbally or in writing according to workplace procedures
- Agree action plan with customer