- BSBPRO301A - Recommend products and services
Assessor Resource
BSBPRO301A
Recommend products and services
Assessment tool
Version 1.0
Issue Date: April 2024
This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts. They may exercise discretion and judgement using appropriate knowledge of products and services to provide technical advice and support to a team.
This unit describes the performance outcomes, skills and knowledge required to provide advice and information within an organisation about the development and distribution of its products and services.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Employability Skills
This unit contains employability skills.
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: assessing and reporting on customer satisfaction identifying commercial characteristics of products and services knowledge of product and service standards and best practice models. preparing and structuring advice on products and services researching market availability of products and services. |
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 promotional strategies examples of documents relating to customer service standards and policies. |
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: analysis of responses to case studies and scenarios assessment of written reports demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate evaluation of promotional activities plans observation of performance in role plays observation of presentations oral or written questioning to assess knowledge of promotional strategies and sources of product information review of documentation outlining information on products and services review of products and services recommendations. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: sales and/or customer service units. |
Submission Requirements
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)
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.
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Required skills |
literacy skills to read and understand a variety of texts; to prepare general information and papers according to target audience; and to edit and proofread texts to ensure clarity of meaning, and accuracy of grammar and punctuation technology skills to select and use technology appropriate to a task communication skills to monitor and advise on customer service strategies problem-solving skills to deal with customer enquiries or complaints analytical skills to identify trends and positions of products and services. |
Required knowledge |
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety (OHS) organisation's products and services organisational policies and procedures for customer service including handling customer complaints product and service standards and best practice models principles and techniques of public relations and product promotion mechanisms to obtain and analyse customer feedback. |
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. | |
Industry products and services may include: | competitor products and services complementary products and services emerging products and services historical products and services organisation's products specified range of products and services within an organisation's offerings |
Authoritative sources may include: | authorised suppliers industry associations industry conferences recognised industry media sources |
Product and service documentation may include: | colleagues' knowledge consumer reports industry reports marketing data operational guidelines sales figures |
Information may include: | competitive features of products or services cost and production data distribution processes innovations problems with products or services product trends sales records (monthly forecasts, targets achieved) sales trends |
Organisational requirements may include: | access and equity principles and practice confidentiality and security requirements defined resource parameters ethical standards filing and documentation storage processes goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs payment and delivery options pricing and discount policies quality and continuous improvement processes and standards quality assurance and/or procedures manuals replacement and refund policy and procedures who is responsible for products or services |
Product and service issues may include: | customer delivery faults market share data organisational product knowledge production down-time sales figures |
Promotional activities may include: | advertisements client functions employee functions media announcements product launches web pages |
Verifiable customer feedback sources may include: | audit documentation and reports complaints customer satisfaction questionnaires lapsed clients quality assurance data returned goods service calls |
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 |
|---|---|---|---|
| Actively and regularly research knowledge and understanding of industry products and services using authoritative sources | |||
| Use available product and service documentation to identify and understand characteristics of products and services, and to make comparisons with other products and services | |||
| Accurately document and maintain information on products and services in a format consistent with organisational requirements | |||
| Apply acquired knowledge to improve quality within personal work areas | |||
| Ensure that recommendations on products and services are in line with organisational requirements | |||
| Provide recommendations that emphasise product and service issues relevant to client needs | |||
| Ensure that evidence in support of recommendations is verifiable and presented in a suitable format | |||
| Structure recommendations to identify clear benefits to clients and the organisation | |||
| Provide advice that is clear, is supported by verifiable evidence and is compatible with organisational requirements | |||
| Ensure that promotional documentation and materials are appropriate to presentation of the organisation's products and services | |||
| Ensure that costs of promotional activities conform to budget resources | |||
| Estimate impact of promotional activities from verifiable customer feedback sources | |||
| Evaluate the benefits of promotional activities and incorporate in plans for future promotional activities |
Forms
Assessment Cover Sheet
BSBPRO301A - Recommend products and services
Assessment task 1: [title]
Student name:
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I declare that the assessment tasks submitted for this unit are my own work.
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Result: Competent Not yet competent
Feedback to student
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Assessment Record Sheet
BSBPRO301A - Recommend products and services
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: