This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

interpersonal communication skills to

communicate payment schedule and requirements to customer through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

identifying credit levels trading terms and payment status

checking trading terms and debit history for a customer

implementing correct business procedures for processing and recovering debt

administering and process debtor accounts

identifying bad debts according to routine procedures and work instructions

confirming debt payment terms and procedures

literacy skills in regard to planning organising and analysing information from written sources

numeracy skills in regard to

recording data accurately

processing financial transactions

The following knowledge must be assessed as part of this unit

prioritising work schedule

information sources on product and supply arrangements for customers

interpersonal communication techniques

establishing customer needs and trading terms

manufacturer specifications concerning the use of business technology systems

business policy and procedures affecting job role or function including

privacy confidentiality and security provisions affecting data storage communication of information and access to technology

approval processes

referral of enquiries to relevant management or senior staff

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

consistent application of routine business procedures to check and confirm current credit level and trading terms with customers

ability to identify debtor accounts using standard business technology and systems

completion of written and electronic documents using standard business technology and reporting mechanisms

ability to complete routine processing of debtors

adherence to routine processes to accurately report breaches of customer credit limits and trading terms using standard business technology

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

access to relevant business technology

relevant documentation such as

workplace or sample policy and procedure manuals

financial transaction dockets slips and invoices

banking deposit forms

workplace or sample documentation in regard to credit approval processes

workplace or sample financial management system

workplace or sample job descriptions and organisational charts

relevant legislation

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of performance in the workplace

a simulated role play

thirdparty reports from a supervisor

customer feedback

written or verbal questioning to assess knowledge and understanding

holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification

Purchaser may include:

Business technology may include:

Records may be:

Trading history may be accessed via:

Payments may be received by:

Business policy and procedures may relate to:

Relevant legislation may include:

Customer credit levels may be determined:

Relevant personnel may vary according to:

Payment terms for individual debtors may vary according to:

Debt recovery processes may include: