This unit applies to individuals in a small, medium or large enterprise across a wide variety of industries and contexts who develop their product and service knowledge prior to undertaking customer contact activities.

This work is undertaken with some supervision and guidance.

This unit describes the performance outcomes, skills and knowledge required to develop knowledge of products and services in preparation for customer contact in an inbound or outbound customer contact activity.

Knowledge of products and services may be used for customer liaison, presenting information or for the sales process.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Not applicable.

This unit contains employability skills.

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 ability to: identify key features and benefits of products and services within area of business demonstrate knowledge of organisational products and services.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information and data information sources about an organisation’s products, services or ideas office equipment and resources.
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 portfolios of evidence and third-party workplace reports of onthejob performance by the candidate observation of presentation of key features and benefits to customers in a real or simulated context oral or written questioning to assess knowledge of features, benefits, strengths and weaknesses of organisation’s and alternative products and/or services review of evaluation of information sources about products in a specified area evaluation of strengths and weaknesses established for competitors’ products.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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

Assessment task 1: [title]      Due date:

(add new lines for each of the 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

information management skills to summarise information verbally and in writing

literacy and numeracy skills to:

interpret product and service features and sales data

summarise information obtained from a variety of sources, including verbal, written and visual

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

work in a team environment.

Required knowledge

features, benefits, strengths and weaknesses of the range of products and services available within a designated business

industry alternatives, trends and developments as they apply to products and services

organisational structure, roles and responsibilities, policies, procedures, product labelling and descriptions

potential user or buyer markets

processes used when describing products and services

key provisions of relevant legislation that affect business operations, such as:

antidiscrimination

consumer protection

contract law legislation

ethical principles relating to:

privacy laws

Trade Practices Act/Competition and Consumer Act.

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.

Information sourcesmay include:	associations catalogues claims of competitive sales people competitor websites competitor sales literature external sales data sources, such as warehouse withdrawals internal sales data records other company personnel sales conventions team members trade association magazines trade shows.
Products and servicesmay include:	goods ideas infrastructure private and public sets of benefits.
Featuresmay include:	brand colour country of origin covenant manufacturer product care details safety aspects shelf life size style warnings.
Organisational requirements may include:	level of client service required policies and procedures, which are formally documented and available for reference in the workplace.

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
Identify information sources about products and services in a specified area and evaluate them for reliability and validity
Identify purpose and use of product and service
Identify and evaluate key features of the products and services
Identify and evaluate strengths and weaknesses of the products and services
List relevant product and service support details
Use a range of information sources to identify the range of products and services in a designated area of business
Compare features, benefits, strengths and weaknesses of the range of products and services available
Establish relative standing of the organisation’s products and services with the alternatives to communicate differences to the buyer or user
Identify features of the products and services that have potential buyer or user appeal
Present relevant features of the products and services as benefits to the stakeholder
Present benefits of the products and services within the context of organisational requirements and legislation

Assessment Cover Sheet

BSBCCO309A - Develop product and service knowledge for customer contact operation

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

BSBCCO309A - Develop product and service knowledge for customer contact operation

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: