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Elements and Performance Criteria

Required Skills

Required skills

communication skills to relate to people from diverse backgrounds and people with diverse abilities

information management skills to summarise information verbally and nonverbally

information management skills to summarise information verbally and nonverbally

literacy and numeracy skills to

interpret product and service features or sales data

read a variety of texts to prepare general information and papers

summarise information obtained from a variety of verbal and nonverbal sources

write formal and informal text

numeracy skills to analyse data and to compare time lines and promotional costs against budgets

problemsolving skills to develop solutions unique to a customer

problemsolving skills to develop solutions unique to a customer

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations such as

antidiscrimination legislation

antidiscrimination legislation

ethical principles

codes of practice

environmental issues

occupational health and safety

organisational procedures and standards for customer service relationships

detailed product and service knowledge which may

be of significant breadth so as to propose alternative products and services or

of significant depth so as to propose variations within a limited product and service range

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

assisting customers to articulate their needs

documenting processes used and customer satisfaction with the productsservices offered

assisting customers to address their needs

Context of and specific resources for assessment

Assessment must ensure

access to an actual workplace or simulated environment

access to office equipment and resources

examples of productsservices and promotional strategies

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

review of documentation prioritising preferred actions

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

assessment of written reports

evaluation of communication established with customers

review of customer interaction records

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customersmay include:	customers with routine or specific requests in person, computerbased and telephone customers internal and external customers people from a range of social, cultural or ethnic backgrounds people who may be unwell, drug affected or emotionally distressed people with varying physical and mental abilities regular and new customers.
Rights and responsibilities of customersmay include:	fulfilment of external obligations informed consent.
Effective regular communicationmay include:	giving customers full attention handling sensitive and confidential issues maintaining eyecontact (for facetoface interactions), except where eyecontact may be culturally inappropriate speaking clearly and concisely using active listening techniques using appropriate language and tone of voice using clearly written information/communication using nonverbal communication e.g. body language, personal presentation (for facetoface interactions) using open and/or closed questions.
Products and servicesmay include:	either products or services goods ideas infrastructure private or public sets of benefits.
Organisational proceduresmay include:	procedural manuals quality systems, standards and guidelines.