Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCUS402B Mapping and Delivery Guide
Address customer needs

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBCUS402B - Address customer needs
Description This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed. The customer relationship would typically involve direct interaction a number of times over an extended period.This unit is appropriate to workers who are expected to have detailed product knowledge in order to recommend customised solutions. They would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to workers required to be familiar with a product and service that varies widely and is capable of significant customisation.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Assist customer to articulate needs
  • Ensurecustomerneeds are fully explored, understood and agreed
  • Explain and match available services and products to customer needs
  • Identify and communicaterights and responsibilities of customersto the customer as appropriate
       
Element: Satisfy complex customer needs
  • Explain possibilities for meeting customer needs
  • Assist customers to evaluate service and/or product options to satisfy their needs
  • Determine and prioritise preferred actions
  • Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
       
Element: Manage networks to ensure customer needs are addressed
  • Establisheffective regular communicationwith customers
  • Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation
  • Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer, and the products and services available
  • Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services
  • Maintain records of customer interaction in accordance withorganisational procedures
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 products/services 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 products/services 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

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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

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 non-verbal 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

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

ethical principles

codes of practice

privacy laws

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.

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.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Ensurecustomerneeds are fully explored, understood and agreed 
Explain and match available services and products to customer needs 
Identify and communicaterights and responsibilities of customersto the customer as appropriate 
Explain possibilities for meeting customer needs 
Assist customers to evaluate service and/or product options to satisfy their needs 
Determine and prioritise preferred actions 
Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner 
Establisheffective regular communicationwith customers 
Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation 
Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer, and the products and services available 
Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services 
Maintain records of customer interaction in accordance withorganisational procedures 

Forms

Assessment Cover Sheet

BSBCUS402B - Address customer needs
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCUS402B - Address customer needs

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: