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Elements and Performance Criteria

  1. Establish relationship with franchisees
  2. Facilitate customer service provision to franchisees
  3. Provide advice to franchisees
  4. Review management of relationship with franchisees

Required Skills

Required skills

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

business planning and management skills to provide customer service support to franchisees

communication and negotiation skills to establish and support relationships with franchisees

problemsolving skills to address issues in relationship with franchisees

Required knowledge

legislation codes of practice and national standards relating to occupational health and safety OHS company law fair trading antidiscrimination and other areas specific to the franchise operation

Franchising Code of Conduct

franchise specific obligations

as per franchise agreement

as per updates and amendments to agreement over time

Evidence Required

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

creating strategies and processes to manage relationships with franchisees

providing advice to franchisees

analysing franchisee needs

knowledge of relevant legislation codes of practice and national standards

Context of and specific resources for assessment

Assessment must ensure

access to business documentation

access to feedback from franchisees

access to an actual workplace or simulated environment

access to 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 review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of franchising arrangements

evaluation of research undertaken to inform advice provided to franchisees

review of strategies and practices used to manage relationship with franchisees

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBFRAB Manage a franchise operation

BSBFRA502B Manage a franchise operation.


Range Statement

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.

Other communication channels may include:

contact via email, mobile/office based telephone, pagers and other emergency contact channels

meeting schedules

workshops for franchisees

Services to be provided to franchisees may include:

advice on operational matters

assistance with quality assurance

assistance with use and maintenance of equipment

facilitating the identification of training needs and training delivery

Required training may be:

scheduled on cyclical basis (such as yearly refresher courses, product knowledge workshops)

specified in franchise agreement as franchise is established

required by legislation such as first aid, food handling