Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
products and service knowledge relevant to the organisation/industry sector
processing and documentation procedures for remote sales
knowledge of consumer regulations which relate to remote sale of goods
basic numeracy skills sufficient to calculate payments and complete order documentation
literacy skills sufficient to interpret and complete order documentation
procedures and systems for determining availability of products.
Linkages to other units
This unit has strong linkages to the following units, and combined training and/or assessment is recommended:
WRRS1B - Sell products and services
CUEFOH07A - Process financial transactions
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to accurately process incoming orders within acceptable organisational timeframes
ability to match the allocated products to customer needs
knowledge of products, prices and stock availability systems.
Method and context of assessment
The assessment context must provide for:
processing incoming orders on multiple occasions to ensure that skills can be consistently demonstrated
processing transactions within typical workplace time constraints, e.g. despatching orders within customer nominated deadlines.
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
review of order and despatch documentation prepared by the candidate
written or oral questions to assess knowledge of products and prices and consumer regulations
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Resource requirements
Assessment of this unit requires access to:
typical industry order forms
typical industry dispatch documentation
product information and pricing details.
Key competencies in this unit
Key competencies are built into all workplace competencies. The following table describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting, organising and analysing information (1)
Interpreting an order.
Communicating ideas and information (1)
Providing advice about product availability.
Planning and organising activities (1)
Prioritising requests.
Working with others and in teams (1)
Recording information in agreed manner.
Using mathematical ideas and techniques (1)
Calculating costs.
Solving problems (1)
Offering alternatives when product not available.
Using technology (1)
Using computer software.
Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
products and service knowledge relevant to the organisation/industry sector
processing and documentation procedures for remote sales
knowledge of consumer regulations which relate to remote sale of goods
basic numeracy skills sufficient to calculate payments and complete order documentation
literacy skills sufficient to interpret and complete order documentation
procedures and systems for determining availability of products.
Linkages to other units
This unit has strong linkages to the following units, and combined training and/or assessment is recommended:
WRRS1B - Sell products and services
CUEFOH07A - Process financial transactions
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to accurately process incoming orders within acceptable organisational timeframes
ability to match the allocated products to customer needs
knowledge of products, prices and stock availability systems.
Method and context of assessment
The assessment context must provide for:
processing incoming orders on multiple occasions to ensure that skills can be consistently demonstrated
processing transactions within typical workplace time constraints, e.g. despatching orders within customer nominated deadlines.
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
review of order and despatch documentation prepared by the candidate
written or oral questions to assess knowledge of products and prices and consumer regulations
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Resource requirements
Assessment of this unit requires access to:
typical industry order forms
typical industry dispatch documentation
product information and pricing details.
Key competencies in this unit
Key competencies are built into all workplace competencies. The following table describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting, organising and analysing information (1)
Interpreting an order.
Communicating ideas and information (1)
Providing advice about product availability.
Planning and organising activities (1)
Prioritising requests.
Working with others and in teams (1)
Recording information in agreed manner.
Using mathematical ideas and techniques (1)
Calculating costs.
Solving problems (1)
Offering alternatives when product not available.
Using technology (1)
Using computer software.