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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Develop product and service knowledge.
  2. Respond to customer requests.
  3. Enhance information provided.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret sources of information on four different products or services

respond to four different customer inquiries for product or service information that individually or cumulatively require provision of information on all of the following:

features and benefits

price

alternative products or services

complementary products or services.


Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

interactions with customers

product or service pricing

basic key aspects of legislation that impact provision of information for the product or service range:

Australian Consumer Law

product or service specific legislation

interpersonal communication techniques:

active listening and questioning

communication methods which convey information clearly and concisely

product and service information for the product or service range:

features and benefits

price

care and handling of products

availability

storage requirements, shelf life and use by date

warranties

ingredients or materials contained in product

origins

alternative products and services

complementary products and services.