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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Identify and confirm client needs.
  2. Confirm agreed products or services.
  3. Deliver products or services to client.
  4. Respond to client feedback.

Performance Evidence

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria and foundation skills of this unit.

The person must also provide a service to two different clients within the agreed service level agreement, in which the work must include:

clarifying client needs and expectations and communicating the features and benefits of one product or service to each client verbally or in writing

confirming and coordinating human resource requirements for the task

responding verbally or in writing to one question from each client

confirming the services to be provided to the client verbally or in writing, including service costs and timelines for service provision

delivering agreed service to client within agreed timelines

responding accurately and positively to one client complaint according to company’s complaints handling procedures.


Knowledge Evidence

A person demonstrating competency in this unit must demonstrate knowledge of:

communication techniques for establishing and building client rapport

company expectations for maintaining personal presentation standards, including:

cleanliness and tidiness of own work space

codes of conduct

dress code

company standards relating to customer service standards and providing effective client services, including complaints handling procedures

key requirements of consumer protection legislation, regulations and codes of practice relating to providing client service, including:

Competition and Consumer Act

Privacy Act

processes for accessing company products and services, including accessing:

company databases

manufacturer specifications and information

product brochures

key features of effective negotiation processes and techniques

range of company products and services available, including their features and benefits, and ways to communicate them to different clients.