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Elements and Performance Criteria

1. Recognise opportunities to market enterprise services to customers
   • Services available for on-selling from the enterprise are identified
   • Technical specifications and application/s of services are identified
   • Applicability of services are matched to customer/customer group particular requirements
   • Features of services (including technical specifications) are explained in relation to current customer requirements
   • Information about potential associated requirements are explained
   • Customers are referred to expert personnel or other enterprise services as required
2. Establish and maintain contact with customers
   • Communication with customers is established and maintained to develop a business relationship
   • Customers are informed of the full range of business services
   • Follow-up contacts with customers are made on customer request and in accordance with enterprise policy
3. Recognise special requirements and refer to appropriate area
   • Special requirements are identified and discussed with customers
   • Features of special services required, as a result of customer requests, are explained
   • Customers are referred to expert personnel or other enterprise services as required
   • Customers are referred to the sales department as appropriate

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

communicating effectively with others when marketing services to customers completing relevant documentation identifying and recording potential improvements to services negotiating effectively with customers and others operating electronic communications equipment to required protocol promptly reporting and/or rectifying identified problems reading and interpreting relevant instructions, procedures and information responding appropriately to cultural differences in the workplace selecting and appropriately applying technology, information systems and procedures to market services to customers working collaboratively with others in the workplace to market enterprise services.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

focus of operation of marketing systems and resources functions of other workplace departments and personnel relevant regulatory requirements relevant workplace business marketing policies and practices, including requirements to maintain security and privacy strategies to implement continuous improvement processes types of problems that can occur and appropriate actions that can be taken workplace protocols and procedures for marketing services to customers.

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