Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCUE308 Mapping and Delivery Guide
Conduct outbound customer engagement

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBCUE308 - Conduct outbound customer engagement
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to conduct outbound engagements in relation to enquiries or sales of particular products and services to meet both customer and business needs. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgment and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Prepare for outbound engagement
  • Identify engagement details and apply a clear understanding of organisational policies and procedures
  • Obtain and study product and service details relating to customer engagement
  • Study prepared engagement guides or scripts
  • Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team
  • Develop proficiency with equipment and systems to effectively and efficiently manage engagement
  • Clarify details as required with relevant manager
       
Element: Conduct outbound engagement
  • Greet customer according to organisational protocol and in a manner that encompasses cultural diversity
  • Use engagement guide efficiently to conduct the engagement
  • Answer enquiries and negotiate with customers according to policy
  • Escalate enquiries that cannot be satisfied immediately
  • Conduct engagement closure according to policy
       
Element: Arrange provision of product or service
       
Element: Respond appropriately to customer requirements and identify relevant options
  • Select appropriate product or service in consultation with customer
  • Agree actions or orders with customer, giving consideration to maximising value and service delivery to customer
  • Consider customer retention options that can be applied to engagement
  • Use clear, simple and easy-to-understand language and ensure responses are comprehensive
       
Element: Manage customer engagement
  • Record details of engagement according to policy
  • Record and report difficulties not escalated that may present an opportunity for continuous improvement
  • Adapt to requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
  • Escalate enquiries or orders that cannot be satisfied immediately
  • Supply follow-up information to customer as required and in a timely manner
  • Observe relevant legislation, codes, regulations and standards throughout transaction
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Prepare for outbound engagement

1.1 Identify engagement details and apply a clear understanding of organisational policies and procedures

1.2 Obtain and study product and service details relating to customer engagement

1.3 Study prepared engagement guides or scripts

1.4 Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team

1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement

1.6 Clarify details as required with relevant manager

2 Conduct outbound engagement

2.1 Greet customer according to organisational protocol and in a manner that encompasses cultural diversity

2.2 Use engagement guide efficiently to conduct the engagement

2.3 Answer enquiries and negotiate with customers according to policy

2.4 Escalate enquiries that cannot be satisfied immediately

2.5 Conduct engagement closure according to policy

3 Arrange provision of product or service

3.1Respond appropriately to customer requirements and identify relevant options

3.2 Select appropriate product or service in consultation with customer

3.3 Agree actions or orders with customer, giving consideration to maximising value and service delivery to customer

3.4 Consider customer retention options that can be applied to engagement

3.5 Use clear, simple and easy-to-understand language and ensure responses are comprehensive

4 Manage customer engagement

4.1 Record details of engagement according to policy

4.2 Record and report difficulties not escalated that may present an opportunity for continuous improvement

4.3 Adapt to requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

4.4 Escalate enquiries or orders that cannot be satisfied immediately

4.5 Supply follow-up information to customer as required and in a timely manner

4.6 Observe relevant legislation, codes, regulations and standards throughout transaction

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Prepare for outbound engagement

1.1 Identify engagement details and apply a clear understanding of organisational policies and procedures

1.2 Obtain and study product and service details relating to customer engagement

1.3 Study prepared engagement guides or scripts

1.4 Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team

1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement

1.6 Clarify details as required with relevant manager

2 Conduct outbound engagement

2.1 Greet customer according to organisational protocol and in a manner that encompasses cultural diversity

2.2 Use engagement guide efficiently to conduct the engagement

2.3 Answer enquiries and negotiate with customers according to policy

2.4 Escalate enquiries that cannot be satisfied immediately

2.5 Conduct engagement closure according to policy

3 Arrange provision of product or service

3.1Respond appropriately to customer requirements and identify relevant options

3.2 Select appropriate product or service in consultation with customer

3.3 Agree actions or orders with customer, giving consideration to maximising value and service delivery to customer

3.4 Consider customer retention options that can be applied to engagement

3.5 Use clear, simple and easy-to-understand language and ensure responses are comprehensive

4 Manage customer engagement

4.1 Record details of engagement according to policy

4.2 Record and report difficulties not escalated that may present an opportunity for continuous improvement

4.3 Adapt to requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

4.4 Escalate enquiries or orders that cannot be satisfied immediately

4.5 Supply follow-up information to customer as required and in a timely manner

4.6 Observe relevant legislation, codes, regulations and standards throughout transaction

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify engagement details and apply a clear understanding of organisational policies and procedures 
Obtain and study product and service details relating to customer engagement 
Study prepared engagement guides or scripts 
Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team 
Develop proficiency with equipment and systems to effectively and efficiently manage engagement 
Clarify details as required with relevant manager 
Greet customer according to organisational protocol and in a manner that encompasses cultural diversity 
Use engagement guide efficiently to conduct the engagement 
Answer enquiries and negotiate with customers according to policy 
Escalate enquiries that cannot be satisfied immediately 
Conduct engagement closure according to policy 
 
Select appropriate product or service in consultation with customer 
Agree actions or orders with customer, giving consideration to maximising value and service delivery to customer 
Consider customer retention options that can be applied to engagement 
Use clear, simple and easy-to-understand language and ensure responses are comprehensive 
Record details of engagement according to policy 
Record and report difficulties not escalated that may present an opportunity for continuous improvement 
Adapt to requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases 
Escalate enquiries or orders that cannot be satisfied immediately 
Supply follow-up information to customer as required and in a timely manner 
Observe relevant legislation, codes, regulations and standards throughout transaction 

Forms

Assessment Cover Sheet

BSBCUE308 - Conduct outbound customer engagement
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

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Assessment Record Sheet

BSBCUE308 - Conduct outbound customer engagement

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: