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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 customer needs and expectations.
   • Customer preferences, needs and expectations are identified and clarified.
   • Customer special requirements are identified and where appropriate referred to specialist staff in the organisation.
   • Communication techniques appropriate to relationship and purpose of interaction are used.
   • Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people.
2. Respond to identified customer needs and expectations.
   • Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements.
   • Customer is provided with options and alternatives where appropriate.
   • Features and benefits of relevant products and services are explained to customers.
   • Information on special promotions for products and services is provided to customer.
   • Feedback is sought from customer whether needs and, where practical, expectations have been satisfied.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.
Customer must include:	internal and external customers people from a range of social, cultural or ethnic backgrounds people with varying physical and mental abilities regular and new customers those with routine or special requests.
Communication techniques must include:	active listening giving customers full attention maintaining eye contact non-verbal communication, such as body language and personal presentation speaking clearly and concisely using appropriate language and tone of voice using open and closed questions writing clearly and legibly.
Product and service knowledge must include:	cost of products and services features and benefits of products and services legislation impacting on products and services limits of advice that may be provided on products and services product and service disclosures range of products and services supplier product and service information timeframe for provision of products and services.

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Performance Evidence

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

The person must also clarify and meet customer needs and expectations in the property industry by responding to the following two different customer service situations:

a single encounter on a one-to-one basis with one internal customer

two or more encounters on a one-to-one basis with one external customer.

In doing the above, the person must:

identify needs and expectations of each customer

deliver a service to both customers in required timeframes

apply knowledge of organisational practices, ethical standards, and legislative requirements associated with meeting customer needs and expectations

locate, interpret and apply relevant product and service information

recommend acceptable options or alternatives to customers, or explain to customers why their needs cannot be met

use communication strategies suited to the customer and service situation.

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Knowledge Evidence

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

communication strategies to use when establishing and maintaining customer relationships

organisation’s product and service range, sufficient to make choices between different products and services based on identified customer needs and expectations

key requirements of federal, state or territory legislation, codes, standards and local government regulations relating to:

anti-discrimination

consumer protection

environmental issues

financial probity

work health and safety (WHS)

property sales, leasing and management.

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