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

problemsolving 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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety OHS

organisations 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 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 onthejob 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 andor customer service units

Industry products and services may include:

Authoritative sources may include:

Product and service documentation may include:

Information may include:

Organisational requirements may include:

Product and service issues may include:

Promotional activities may include:

Verifiable customer feedback sources may include: