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

BSBCUE309 Mapping and Delivery Guide
Develop product and service knowledge for customer engagement operation

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBCUE309 - Develop product and service knowledge for customer engagement operation
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound or outbound customer engagement activity.It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement 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: Acquire knowledge of products and services in a specified area
  • Identify information sources on products and services in a specified area and evaluate them for reliability and validity
  • Identify purpose and use of products and services
  • Identify and evaluate key features of products and services
  • Identify and evaluate strengths and weaknesses of products and services
  • List relevant product and service support details
       
Element: Evaluate full range of products and services in a designated area of business
  • Use a range of information sources to identify range of products and services in a designated area of business
  • Compare features, benefits, strengths and weaknesses of range of products and services available
  • Establish relative standing of organisation’s products and services with alternatives, to communicate differences to buyer or user
       
Element: Convert product and service knowledge into benefits
  • Identify features of products and services with potential buyer or user appeal
  • Present relevant features of products and services as benefits to stakeholder
  • Present benefits of products and services within context of organisational requirements and legislation
       


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 Acquire knowledge of products and services in a specified area

1.1 Identify information sources on products and services in a specified area and evaluate them for reliability and validity

1.2 Identify purpose and use of products and services

1.3 Identify and evaluate key features of products and services

1.4 Identify and evaluate strengths and weaknesses of products and services

1.5 List relevant product and service support details

2 Evaluate full range of products and services in a designated area of business

2.1 Use a range of information sources to identify range of products and services in a designated area of business

2.2 Compare features, benefits, strengths and weaknesses of range of products and services available

2.3 Establish relative standing of organisation’s products and services with alternatives, to communicate differences to buyer or user

3 Convert product and service knowledge into benefits

3.1 Identify features of products and services with potential buyer or user appeal

3.2 Present relevant features of products and services as benefits to stakeholder

3.3 Present benefits of products and services within context of organisational requirements and legislation

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 Acquire knowledge of products and services in a specified area

1.1 Identify information sources on products and services in a specified area and evaluate them for reliability and validity

1.2 Identify purpose and use of products and services

1.3 Identify and evaluate key features of products and services

1.4 Identify and evaluate strengths and weaknesses of products and services

1.5 List relevant product and service support details

2 Evaluate full range of products and services in a designated area of business

2.1 Use a range of information sources to identify range of products and services in a designated area of business

2.2 Compare features, benefits, strengths and weaknesses of range of products and services available

2.3 Establish relative standing of organisation’s products and services with alternatives, to communicate differences to buyer or user

3 Convert product and service knowledge into benefits

3.1 Identify features of products and services with potential buyer or user appeal

3.2 Present relevant features of products and services as benefits to stakeholder

3.3 Present benefits of products and services within context of organisational requirements and legislation

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 information sources on products and services in a specified area and evaluate them for reliability and validity 
Identify purpose and use of products and services 
Identify and evaluate key features of products and services 
Identify and evaluate strengths and weaknesses of products and services 
List relevant product and service support details 
Use a range of information sources to identify range of products and services in a designated area of business 
Compare features, benefits, strengths and weaknesses of range of products and services available 
Establish relative standing of organisation’s products and services with alternatives, to communicate differences to buyer or user 
Identify features of products and services with potential buyer or user appeal 
Present relevant features of products and services as benefits to stakeholder 
Present benefits of products and services within context of organisational requirements and legislation 

Forms

Assessment Cover Sheet

BSBCUE309 - Develop product and service knowledge for customer engagement operation
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:

Signature:

Date:

Assessment Record Sheet

BSBCUE309 - Develop product and service knowledge for customer engagement operation

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: