Required skills

Specific skills are required to achieve the Performance Criteria of this unit particularly for its application in the various circumstances in which this unit may be used This includes the ability to carry out the following as required to manage customer relationships

manage legal rights and responsibilities

research techniques for collection of data

analyse problems

apply problem solving

use numerical calculations including basic arithmetical calculations addition subtraction multiplication division

interpret statistical diagrams including tables charts and graphs

manage contractual rights and responsibilities

plan and manage customer relationships including sales advertising and promotion logistics

apply key marketing concepts and methods

monitor client satisfaction

use record keeping systems

apply communication systems processes and procedures

Required knowledge

Specific knowledge is required to achieve the Performance Criteria of this unit particularly for its application in the various circumstances in which this unit may be used This includes knowledge of the following as required to manage customer relationships

legal rights and responsibilities

contractual rights and responsibilities

planning and control systems sales advertising and promotion logistics

key marketing concepts and methods

methods of monitoring client satisfaction

numerical concepts such as percentages place value for whole numbers and decimals estimation for example quantities resources time

record keeping systems

communication systems processes and procedures

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

The evidence required to demonstrate competency in this unit must be relevant to worksite operations and satisfy all of the requirements of the performance criteria required skills and knowledge and the range statement of this unit and include evidence of the following

knowledge of the requirements procedures and instructions for managing customer relationships

implementation of procedures and techniques for the safe effective and efficient management of customer relationships

the identification of the relevant information and scope of the work required to meet the required outcomes

the identification of viable options and the selection of customer relationship management strategies that best meet the required outcomes

working with other to undertake and complete the management of customer relationships

consistent successful management of customer relationships

Context of and specific resources for assessment

This unit must be assessed in the context of the work environment Where personal safety or environmental damage are limiting factors assessment may occur in a simulated environment provided it is realistic and sufficiently rigorous to cover all aspects of workplace performance including task skills task management skills contingency management skills and job role environment skills

Assessment of this competency requires typical resources normally used in a resources and infrastructure sector environment Selection and use of resources for particular worksites may differ due to the site circumstances

The assessment environment should not disadvantage the participant For example language literacy and numeracy demands of assessment should not be greater than those required on the job

Customisation of assessment and delivery environment should sensitively accommodate cultural diversity

Aboriginal people and other people from a non English speaking background may have second language issues

Where applicable physical resources should include equipment modified for people with disabilities Access must be provided to appropriate learning andor assessment support when required

Method of assessment

This unit may be assessed in a holistic way with other units of competency The assessment strategy for this unit must verify required knowledge and skill and practical application using more than one of the following assessment methods

written andor oral assessment of the candidates required knowledge to apply in undertaking of the management of customer relationships

observed documented andor first hand testimonial evidence of the candidates

implementation of appropriate requirements procedures and techniques for the safe effective and efficient achievement of required outcomes

identification of the relevant information and scope of the work required to meet the required outcomes

identification of viable options and the selection of customer relationship management that best meet the required outcomes

consistent achievement of required outcomes

first hand testimonial evidence of the candidates

working with others to undertake and complete the management of customer relationships

provision of clear and timely required support and advice on the management of customer relationships

Guidance information for assessment

Consult the SkillsDMC User Guide for further information on assessment including access and equity issues

Compliance documentation and requirements may include:

Marketing strategies may include:

Client satisfaction data may be obtained through:

Resources may include:

Records may be: