Required skills

literacy skills to read a variety of texts to prepare general information and papers and to write formal and informal letters according to target audience

numeracy skills to analyse data and to compare time lines and promotional costs against budgets

problemsolving skills to develop solutions unique to a customer

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

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 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 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 productsservices 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 productsservices 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 communicationestablished 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 for example

general administration units

Customers may include:

Rights and responsibilities of customers may include:

Effective regular communication may include:

Organisational procedures may include: