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Elements and Performance Criteria

  1. Plan to meet client requirements
  2. Identify opportunities for product and service enhancement
  3. Explore opportunities to improve client satisfaction
  4. Monitor marketing performance

Performance Evidence

Evidence is required to be collected that demonstrates a candidate’s competency in this unit. Evidence must be relevant to the roles within this sector’s work operations and satisfy all of the requirements of the performance criteria of this unit and include evidence that the candidate:

locates and applies relevant legislation, documentation, policies and procedures

demonstrates completion of managing customer relationships that safely, effectively and efficiently meets all of the required outcomes on more than one (1) occasion including:

planning activity and processes for managing customer relationships (including sales, advertising and promotion, logistics)

applying key marketing concepts and methods to establish strategies that support the establishment of long term relationships

carrying out continuous improvement processes for product and services

identifying and managing contractual rights and responsibilities

consulting with customer to ensure products and services meet client needs

monitoring client satisfaction

exploring opportunities to improve client satisfaction

using problem solving, negotiation and conflict resolution techniques to manage and maintain customer requirements

monitoring marketing performance

researching and applying best techniques for collection of data and record keeping

analysing problems with products and services, consider option, implements best option to solve problems


Knowledge Evidence

The candidate must demonstrate knowledge managing customer relationships through:

identifying legal rights and responsibilities

identifying contractual rights and responsibilities

establishing planning and control systems (sales, advertising and promotion, logistics)

identifying and communicating key marketing concepts and methods

determining various methods of monitoring client satisfaction

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

maintaining record keeping systems

using various communication systems, processes and procedures