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Elements and Performance Criteria

Required Skills

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

identify and maintain key contact personnel at customer businesses

contribute to team service to specific customers

confirm trading terms pricing policies and other relevant procedures to customers

process business forecasts for implementation

interpersonal skills

review business needs and basic forecasts

collect and organise information

effective use of technology

literacy skills to read analyse and interpret a range of business policy and procedures documents and research information

flexibility when communicating within teams and responding to customers

The following knowledge must be assessed as part of this unit

prioritising work schedule

business policy and procedures for building relationships with business customers

pricing policies

information sources on product and supply arrangements for customers

OHS aspects of job

relevant consumer law commercial law and legislation

Evidence Required

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

builds sustainable relationships with business customers that deliver agreed business outcomes

identifies key contact personnel for businesses with a given territory or customer account

describes and utilises a range of means to accurately identify specific needs of business customers

confirms trading terms for customers according to business policy and procedures

Context of and specific resources for assessment

Assessment must ensure access to

a retail or wholesale work environment

relevant sources of product information

relevant documentation such as policy and procedures manuals

forecasts for current and future market trends

a range of business customers with different requirements

an appropriate range of products or services

customer information

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

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

Range Statement


The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Relevant contact personnel may include:	new or repeat contacts internal and external contacts people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Team members may include:	full-time, part-time, casual or contract staff people with varying degrees of language and literacy people from a range of cultural, social and ethnic backgrounds people with a range of responsibilities and job descriptions.

Business policy and procedures in relation to:	sale and distribution of products and services interaction with customers client relationship management pricing arrangements trading terms.

Methods to identify business customer needs may include:	verbal or non-verbal communication with: customer contacts staff supervisors and management suppliers observation appropriate questioning and active listening review of sales records.

Promotional activities may include:	internal and external activities corporate or locally based activities dealing with advertising agencies and consultants advertising catalogues newspapers posters radio or TV suppliers internet website.

Trading terms may be influenced by:	due diligence requirements value for money risk sharing market position planning cycles and timing terms and conditions agreed intellectual property and technology rights continuous improvement supply chain management infrastructural and capital outlay requirements organisational systems integration and compatibility.