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Elements and Performance Criteria

  1. Communication with customers is conducted in a professional and courteous manner in accordance with workplace procedures
  2. Customer enquiries are responded to promptly and politely and in accordance with workplace policies and procedures
  3. Appropriate interpersonal and communication skills are used to facilitate accurate and relevant exchange of information with customers
  4. Clarify customer request
  5. Customer requests are interrogated to clearly ascertain the most suitable lighting products
  6. Customers are advised of technical and compliance specifications that need to be considered when choosing lighting products
  7. Customers are provided with product information, available lighting options and assisted to identify preferred option/s
  8. Product information to address customer lighting needs are identified and, as required, assistance sought from appropriate person/s
  9. Supply lighting product
  10. Own work is monitored and adjusted in accordance with requirements for job quality, customer service and efficient resource use

Range Statement

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

Non-essential conditions may be found in the UEE Electrotechnology Training Package Companion Volume Implementation Guide.

Engaging with customers to supply domestic lighting products must include at least one of the following:

a new three-bedroom domestic dwelling

an addition/renovation of an indoor/outdoor entertainment and garden area to an existing domestic dwelling

Engaging with customers to supply commercial lighting products must include at least one of the following:

a commercial building of less than 200 m2, half on which will be used as a small appliance service area

a café or restaurant having a kitchen, restroom and dining area

a small medical centre having a doctor’s surgery, preparation room, waiting room, service desk and bathroom and kitchen facilities

Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least two separate occasions and include:

applying relevant work health and safety (WHS)/occupational health and safety (OHS) requirements and workplace procedures and practices, including using of risk control measures

applying sustainable energy principles and practices

clarifying customer requests

engaging with customer

engaging with customers to supply appropriate lighting products for domestic and small commercial applications, including:

advising customers of technical and compliance aspects that need to be considered when choosing lighting products

ascertaining the most suitable lighting products

communicating with customers in a professional manner and responding promptly to enquiries

dealing with unplanned situations in accordance with workplace procedures in a manner that minimises risk to personnel and equipment

providing customers with information about available options and assisted to identify their preferred option

supplying lighting produces as agreed with the customer and in accordance with workplace policy and procedures

using effective communication skills/language, including:

active listening

asking for clarification/feedback

questioning

seeking advice from supervisor/appropriate person/s.

Knowledge Evidence

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

current industry standards, practices and technologies

interpersonal and communication skills, including listening, questioning and receiving feedback

lighting applications for domestic and small commercial premises, including:

criteria for recommending the most appropriate light fittings (luminaires)

dealing with customer requests

lamp types, where colour is important for functional or safety reasons

lighting and energy conservation practices and technologies

luminaire types, where glare or illumination level gradients may cause difficulty for vision or introduce safety problems

manufacturer information, catalogues and other technical information/specifications

relevant regulatory requirements, including;

Building Code of Australia (BCA) requirements for lighting energy input/metre2 for domestic dwellings

state/territory-based energy sustainability requirements (e.g. BASIX in NSW)

compliance requirements and marking (as per AS/NZS 4417 Regulatory compliance mark for electrical and electronic equipment) of products

electrical installation work to be carried out/supervised by a licensed electrician under a licensed electrical contractor

relevant job safety assessments or risk mitigation processes, including safe working practices

relevant WHS/OHS legislated requirements

relevant workplace documentation

relevant workplace policies and procedures.