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

use of computerised technology and systems to

set up and update a customer account

complete electronic transactions involving public and business customers

check business credit rating

manage accounts and update accounts in timely manner

literacy and numerical skills in regard to

reading and understanding business policy and procedures

generating reports

data entry

data analysis

effective and accurate writing and keyboarding skills

The following knowledge must be assessed as part of this unit

business policy and procedures

job roles and responsibilities

problemsolving techniques

business technology and operational requirements

manufacturer maintenance and use manuals and instructions for technology

types of data

data processing requirements

storage and security of data and hardware or records systems

electronic and manual systems used by the industry

understanding of electronic transactions and processes

relevant legal and legislative provisions

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

uses computers to access data relevant to a routine work task

uses computer applications to complete electronic transactions

contributes to business operational processes and task completion

contributes towards operational outcomes within a team setting

applies business policy and procedures for satisfactory completion of tasks requiring use of electronic or computer technology

completes accurate data entry and processing

uses and maintains computers according to business and manufacturer manuals and instructions

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

relevant computer applications and hardware

relevant documentation such as

business or enterprise policy and procedures

relevant legislation and industry codes of practice

information on

products and services

suppliers

business customers with a range of requirements

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

research report or case study

a role play

thirdparty reports from a supervisor

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

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

Computerised technology may include:

Systems may include:

e-commerce may include:

Maintenance requirements may include:

Reporting may be:

Sources of information may include:

Basic transactions may include:

Transaction security may include:

Credit checks may be:

Business policy and procedures in regard to:

Customer requests for further information may include:

Customer account file may include:

Electronic payments may include:

Payment for products and services may include: