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Elements and Performance Criteria

1. Clarify procedures for customer contact using technologies.
   • Identify and review organisational information relating to the use of technologies for communicating with customers.
   • Identify personal responsibility and limitations in relation to communication with customers using technologies.
   • Identify protocols for collecting customer data to facilitate communication using technologies.
   • Identify protocols for nature and frequency of customer contact using different types of technologies.
2. Operate technologies.
   • Identify procedures for operation of technologies and associated applications.
   • Test operation of technologies and associated applications and apply protocols in line with nature of customer contact.
   • Obtain and apply feedback from relevant staff on operation of technologies.
3. Promote customer communication using technologies.
   • Develop relationships with customers to identify scope for communication using technologies.
   • Explain benefits of communication using technologies relevant to customers.
   • Collect required customer data for communication using technologies.
   • Process customer data according to workplace procedures.
4. Contact customers.
   • Contact customers using technologies according to workplace procedures.
   • Obtain feedback from customers on communication using technologies according to workplace requirements.
   • Consider and discuss potential for improvement of customer communications with relevant staff.
   • Apply suggested improvements to improve customer communications.

Required Skills

Required skills

communication and interpersonal skills to ask questions relating to information and procedures develop relationships with customers explain use of technologies to customers share information use and interpret nonverbal communication use language and concepts appropriate to cultural differences literacy skills to find read and record information planning and organising skills to collect and collate information schedule and complete tasks set and meet timeframes technology skills to operate communication technologies

Required knowledge

scope of organisations sales and services types of technology and their application to retail industry workplace procedures relating to collection of customer data customer service operation of technologies

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
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential 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
Context of and specific resources for assessment	Assessment must ensure access to a real or simulated retail work environment range of technologies used by the organisation for customer contact new and repeat customers organisational policies and operating guidelines relating to the use of technologies including protocols for collecting and using customer data nature and frequency of customer contact using different technologies
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 observation of performance in the workplace a role play customer feedback answers to questions about specific skills and knowledge review of portfolios of evidence and thirdparty workplace reports of onthejob performance
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

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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 individual, accessibility of the item, and local industry and regional contexts) may also be included.
Organisational information may include:	mission, values and goals of business product and service details workplace procedures.
Technologies may include:	mobile phone technologies and programs web technologies and programs wireless technologies and programs.
Customer data may include:	name address mobile phone number email address social networking contact details.
Nature and frequency of customer contactmay include:	limitations on the number of contacts in a given time period prescribed content of typical messages prescribed timeframes for contacts style guide for content of communications.

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