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Elements and Performance Criteria

  1. Action incoming orders
  2. Record details of the order and despatch

Evidence Required

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

products and service knowledge relevant to the organisationindustry sector

processing and documentation procedures for remote sales

knowledge of consumer regulations which relate to remote sale of goods

basic numeracy skills sufficient to calculate payments and complete order documentation

literacy skills sufficient to interpret and complete order documentation

procedures and systems for determining availability of products

Linkages to other units

This unit has strong linkages to the following units and combined training andor assessment is recommended

WRRSB Sell products and services

CUEFOHA Process financial transactions

CUEFOH07A - Process financial transactions

Critical aspects of evidence

The following evidence is critical to the judgement of competence in this unit

ability to accurately process incoming orders within acceptable organisational timeframes

ability to match the allocated products to customer needs

knowledge of products prices and stock availability systems

Method and context of assessment

The assessment context must provide for

processing incoming orders on multiple occasions to ensure that skills can be consistently demonstrated

processing transactions within typical workplace time constraints eg despatching orders within customer nominated deadlines

Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge and might include

review of order and despatch documentation prepared by the candidate

written or oral questions to assess knowledge of products and prices and consumer regulations

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

Assessment methods should closely reflect workplace demands and the needs of particular groups eg people with disabilities and people who may have literacy or numeracy difficulties such as speakers of languages other than English remote communities and those with interrupted schooling

Resource requirements

Assessment of this unit requires access to

typical industry order forms

typical industry dispatch documentation

product information and pricing details

Key competencies in this unit

Key competencies are built into all workplace competencies The following table describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform

Level Administer and Manage

Level Design and Evaluate

Collecting organising and analysing information

Interpreting an order

Communicating ideas and information

Providing advice about product availability

Planning and organising activities

Prioritising requests

Working with others and in teams

Recording information in agreed manner

Using mathematical ideas and techniques

Calculating costs

Solving problems

Offering alternatives when product not available

Using technology

Using computer software

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

products and service knowledge relevant to the organisationindustry sector

processing and documentation procedures for remote sales

knowledge of consumer regulations which relate to remote sale of goods

basic numeracy skills sufficient to calculate payments and complete order documentation

literacy skills sufficient to interpret and complete order documentation

procedures and systems for determining availability of products

Linkages to other units

This unit has strong linkages to the following units and combined training andor assessment is recommended

WRRSB Sell products and services

CUEFOHA Process financial transactions

CUEFOH07A - Process financial transactions

Critical aspects of evidence

The following evidence is critical to the judgement of competence in this unit

ability to accurately process incoming orders within acceptable organisational timeframes

ability to match the allocated products to customer needs

knowledge of products prices and stock availability systems

Method and context of assessment

The assessment context must provide for

processing incoming orders on multiple occasions to ensure that skills can be consistently demonstrated

processing transactions within typical workplace time constraints eg despatching orders within customer nominated deadlines

Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge and might include

review of order and despatch documentation prepared by the candidate

written or oral questions to assess knowledge of products and prices and consumer regulations

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

Assessment methods should closely reflect workplace demands and the needs of particular groups eg people with disabilities and people who may have literacy or numeracy difficulties such as speakers of languages other than English remote communities and those with interrupted schooling

Resource requirements

Assessment of this unit requires access to

typical industry order forms

typical industry dispatch documentation

product information and pricing details

Key competencies in this unit

Key competencies are built into all workplace competencies The following table describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform

Level Administer and Manage

Level Design and Evaluate

Collecting organising and analysing information

Interpreting an order

Communicating ideas and information

Providing advice about product availability

Planning and organising activities

Prioritising requests

Working with others and in teams

Recording information in agreed manner

Using mathematical ideas and techniques

Calculating costs

Solving problems

Offering alternatives when product not available

Using technology

Using computer software


Range Statement

The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.

Orders may be for:

tickets

vouchers

passes

promotional merchandise.

Incoming customer orders may be received by:

mail

fax

Internet

email.

Documents and other materials to be despatched with the goods may include:

tax invoice/receipt

promotional brochures or fliers

credit note

credit card receipt.

Despatch may be:

direct to the customer

to the venue box office for customer collection at time of performance/session/event

via mail

via courier.

The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.

Orders may be for:

tickets

vouchers

passes

promotional merchandise.

Incoming customer orders may be received by:

mail

fax

Internet

email.

Documents and other materials to be despatched with the goods may include:

tax invoice/receipt

promotional brochures or fliers

credit note

credit card receipt.

Despatch may be:

direct to the customer

to the venue box office for customer collection at time of performance/session/event

via mail

via courier.