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

CPPCMN4011A Mapping and Delivery Guide
Communicate and market sustainable solutions

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPCMN4011A - Communicate and market sustainable solutions
Description This unit of competency specifies the outcomes required to communicate and market the sustainable services and products offered by the business to clients. It also addresses the provision of support that leads to the use of sustainable strategies, products and services by companies or individuals. This requires understanding the sustainability processes, products and policies offered by the business and applying them to the market. It also includes being able to communicate basic principles of sustainability to customers. The unit also covers the support of the enterprise's brand and 'green' credentials. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit of competency supports individuals responsible for communicating and marketing with customers regarding the use of sustainable products and services.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
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: Develop understanding of sustainable solutions.
  • Purpose, benefits and practices of sustainable living are identified and considered.
  • Current products and services are reviewed and analysed to identify their benefits and ability to provide customers with sustainable solutions.
  • Customer expectations, needs and wants for sustainable solutions are explored and matched to the characteristics of the business's products and services.
  • Costs associated with implementing sustainable solutions, including 'pay back' time, are identified and used to inform customer communications.
       
Element: Plan customer communications.
  • Marketing strategies, including positioning the company as a 'green' business, are reviewed and interpreted to inform customer communications.
  • Existing business communication approaches, targeted to the customer audience and other suppliers of products and services, are analysed for effectiveness and efficiency in communicating messages of sustainability.
  • Consultations and research are undertaken to identify key communication messages to engage customers and consistently convey the purpose and benefits of sustainability and the attributes of sustainable products and services.
  • Range of potential communication channels is identified and assessed.
  • Strategies to match the use of communication channels with the needs and wants of the target audience are analysed and prioritised.
       
Element: Communicate with customers.
  • Communication with customers is conducted in a professional manner according to standard organisational policies and procedures.
  • Verbal and non-verbal communication is used to develop rapport with customers during communications and service delivery.
  • Customer needs and reasonable requests for information are met in a timely manner and according to standard organisational policies and procedures.
  • Language is used clearly and precisely to communicate complex information related to the attributes and benefits of sustainable solutions.
  • Possible problems are identified and action is taken to minimise the effect on customer satisfaction or understanding.
  • Opportunities to deliver additional levels of service beyond customer's immediate request are identified and acted upon.
       
Element: Model sustainable approaches within the business.
  • Current organisational policies and practices are assessed to identify their contribution to a sustainable workplace.
  • Marketing materials that reflect business commitment to sustainability are used according to standard operating policies and procedures.
  • Contribution is made to the monitoring and enhancement of sustainable practices within the business.
  • Contribution is made to the review and development of the marketing and communications strategies of the business.
       


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.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

This unit of competency could be assessed by observing at least two instances of the implementation and monitoring of integrated economic, social and environmental sustainability policies and procedures in an organisation.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.

In particular the person should demonstrate the ability to:

research and identify products and services that support improved sustainability

communicate with customer effectively and develop customer understanding of the purpose and benefits of sustainable living

implement communication and marketing plans effectively.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards' requirements.

Resource implications for assessment include access to:

relevant legislation, standards and guidelines

workplace documentation and personnel

reports from other parties involved in the process of identifying and implementing improvements.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

This unit could be assessed on its own or in combination with other units relevant to the job function.

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

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.

Required skills

analytical skills to:

review sustainability characteristics of products and services

evaluate cost of service provision

evaluate customer needs and wants

evaluate communication strategies

marketing skills to:

identify markets

evaluate and select communication channels

select effective communication messages

communication skills to:

build rapport and understanding

clarify and provide feedback

listen to customers' needs

respond to complaints effectively and politely

decision-making skills to:

determine communication vehicles

select communication channels and messages

problem-solving skills to respond to customer needs and resolve product or service concerns

research skills to identify:

'green' characteristics of products and services

customer needs and wants

Required knowledge

method to calculate 'pay back' period to recoup cost of installation of sustainable solutions

environmental and resource hazards

incentives provided for the installation of sustainable solutions

industry quality requirements

marketing ethics

organisational policies and procedures for marketing, including brand management and the positioning of the organisation within the market

organisational policies and procedures related to sustainable practices

overview of concepts and models of communication and models of services marketing, including 4Ps and 6Ps

principles and practices leading to low carbon intensity living

strategies, tools and products to support sustainable practices

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Sustainable living and sustainability can be broadly defined as having three separate but inter-related components with characteristics including:

economic sustainability, demonstrated by:

cost-effective use of resources

ensuring costs of 'green' solutions are properly accounted for and recovered

growing market share by appealing to socially aware customers

purchasing locally to reduce transport costs

seeking to participate in government schemes that reward or fund sustainable operations

social sustainability, demonstrated by:

building community involvement

communicating benefits of sustainable products and services to customers

purchasing locally and using local and community-based products and services

using 'fair trade' products

environmental sustainability, demonstrated by:

efficient use of resources

eliminating hazardous and toxic materials

identifying strategies to offset or mitigate environmental impacts, such as purchasing carbon credits

making more efficient use of energy

maximising opportunities to re-use and recycle materials

preventing and minimising risks and maximising opportunities, such as use of solar or other alternative forms of energy where appropriate

purchasing renewable energy

reducing emissions of greenhouse gases

reducing use of non-renewable resources

waste reduction.

Key communication messages:

provide clarity and consistency in the communications irrespective of the person delivering the message or the communication channel employed

should:

be concise

be memorable

be persuasive

be simple and jargon free

use language that will appeal to the target audience.

Communication channels may include:

contact protocols and promotional material to support face-to-face meetings with customers

corporate or program identity material, including logos and letterheads

incoming communications approaches, including reception procedures and protocols, and voice mail content

meeting and conference materials

online services, including websites

periodic print publications, including newsletters

presentations and speeches

report formats

signage

special purpose communications collateral.

Communication techniques may include:

face-to-face or telephone contact with customers

non-verbal communication

presenting technical information accurately but in a form that can be understood by the customer

speaking clearly and concisely

using active listening techniques to clarify understanding

using appropriate and clear language.

Customers may include:

those with routine or special requests

internal and external

new or repeat

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

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
Purpose, benefits and practices of sustainable living are identified and considered. 
Current products and services are reviewed and analysed to identify their benefits and ability to provide customers with sustainable solutions. 
Customer expectations, needs and wants for sustainable solutions are explored and matched to the characteristics of the business's products and services. 
Costs associated with implementing sustainable solutions, including 'pay back' time, are identified and used to inform customer communications. 
Marketing strategies, including positioning the company as a 'green' business, are reviewed and interpreted to inform customer communications. 
Existing business communication approaches, targeted to the customer audience and other suppliers of products and services, are analysed for effectiveness and efficiency in communicating messages of sustainability. 
Consultations and research are undertaken to identify key communication messages to engage customers and consistently convey the purpose and benefits of sustainability and the attributes of sustainable products and services. 
Range of potential communication channels is identified and assessed. 
Strategies to match the use of communication channels with the needs and wants of the target audience are analysed and prioritised. 
Communication with customers is conducted in a professional manner according to standard organisational policies and procedures. 
Verbal and non-verbal communication is used to develop rapport with customers during communications and service delivery. 
Customer needs and reasonable requests for information are met in a timely manner and according to standard organisational policies and procedures. 
Language is used clearly and precisely to communicate complex information related to the attributes and benefits of sustainable solutions. 
Possible problems are identified and action is taken to minimise the effect on customer satisfaction or understanding. 
Opportunities to deliver additional levels of service beyond customer's immediate request are identified and acted upon. 
Current organisational policies and practices are assessed to identify their contribution to a sustainable workplace. 
Marketing materials that reflect business commitment to sustainability are used according to standard operating policies and procedures. 
Contribution is made to the monitoring and enhancement of sustainable practices within the business. 
Contribution is made to the review and development of the marketing and communications strategies of the business. 

Forms

Assessment Cover Sheet

CPPCMN4011A - Communicate and market sustainable solutions
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Assessment Record Sheet

CPPCMN4011A - Communicate and market sustainable solutions

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