Application
This unit of competency describes the skills and knowledge required to provide information on products and services in a range of settings.
This unit applies to individuals who work under general supervision and exercise limited autonomy with some accountability for their own work.
No occupational licensing, legislative or certification requirements are known to apply to this unit at the time of publication.
Elements and Performance Criteria
Element | Performance criteria |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify information requirements | 1.1 Use appropriate interpersonal skills identify customer's information needs 1.2 Handle customer enquiries courteously and promptly 1.3 Update knowledge and understanding of products and services via authoritative sources and appropriate personnel 1.4 Identify personal and professional limitations in addressing customer information needs and seek assistance from appropriate personnel when required 1.5 Follow enterprise work health and safety policies |
2. Provide information | 2.1 Provide information that addresses customer requirements to customers in a timely and professional manner 2.2 Exhibit product and services that may meet customer requirements to customer as required 2.3 Refer enquiries that fall outside own areas of responsibility and knowledge within enterprise for follow up and completion |
Evidence of Performance
The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.
The candidate must provide evidence that they can:
respond to customer requests for information
use questioning to identify customer requirements
refer or seek advice from supervisor when required
engage customer, especially in relation to giving and receiving information
assess initial customer needs
access and research product information
seek assistance as required
recommend products
encourage repeat business
use industry standard terminology.
Evidence of Knowledge
The candidate must demonstrate knowledge of:
customer service techniques
how to effectively engage and communicate with a range of customers
customer requirements in various rural and horticultural settings
the enterprise’s business values, structure, products and services
work health and safety in the context of own work.
Assessment Conditions
Assessors must satisfy current standards for RTOs.
Foundation Skills
Foundation Skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
Sectors
Work (WRK)