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

Required skills

literacy and numeracy skills to record and report all actions

analytical and decisionmaking skills to determine response to customer complaint

planning and organisational skills to administer product recall activities

interpersonal skills to

communicate with internal and external parties including consumer groups media government bodies business customers and supplier and individual consumers including thorough clear and direct communication

ask questions to identify and confirm requirements

share information

give instructions

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

Required knowledge

Australian Standards and Food Standards Australia New Zealand requirements for product recall procedures

correct reporting procedures

recall process

public liability obligations

implications of differing contract types and contexts

consumer groups and representative bodies

relevant government agencies

relevant commercial law and legislation

rights and responsibilities of all parties

transport storage and disposal of recalled products

Australian Competition and Consumer Commission ACCC provisions

information sources on product and supply arrangements for customers

business policy and procedures affecting job role or function

Work Health and Safety WHS aspects of job

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

responds to customer complaints in a positive and timely fashion in line with confidentiality requirements company policy and relevant legislation

interprets and communicates information to customers supervisors staff external stakeholders and business customers

identifies and accesses relevant and accurate information to evaluate potential risks

responsibly and effectively manages recall process for a worksite or recall activity according to company policy

organises plans or completes recall and withdrawal procedures to recall notices initiated by business manufacturer or government

Context of and specific resources for assessment

Assessment must ensure access to

a salesoriented work environment

relevant sources of product information

relevant documentation such as

policy and procedures manuals

relevant legislation and guidelines

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

written or verbal questioning to assess knowledge and understanding

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

Guidance information for assessment

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

Appropriate communication techniques may include:

Recall procedures and standards include:

Product recall bodies may include:

Reports may include:

Product recall activities may include: