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

TLII0001 Mapping and Delivery Guide
Market international freight forwarding services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLII0001 - Market international freight forwarding services
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to market international freight forwarding services to customers as part of a senior operator job role. It involves recognising and acting on opportunities to market services, maintaining contact and building relationships with customers, and forwarding customer contacts on to the sales department. 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.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so. Where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment must include:

a range of relevant exercises, case studies and/or simulations

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.
Prerequisites/co-requisites
Competency Field I – Customer Service
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: Recognise opportunities to market enterprise services to customers
  • Services available for on-selling from the enterprise are identified
  • Technical specifications and application/s of services are identified
  • Applicability of services are matched to customer/customer group particular requirements
  • Features of services (including technical specifications) are explained in relation to current customer requirements
  • Information about potential associated requirements are explained
  • Customers are referred to expert personnel or other enterprise services as required
       
Element: Establish and maintain contact with customers
  • Communication with customers is established and maintained to develop a business relationship
  • Customers are informed of the full range of business services
  • Follow-up contacts with customers are made on customer request and in accordance with enterprise policy
       
Element: Recognise special requirements and refer to appropriate area
  • Special requirements are identified and discussed with customers
  • Features of special services required, as a result of customer requests, are explained
  • Customers are referred to expert personnel or other enterprise services as required
  • Customers are referred to the sales department as appropriate
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Recognise opportunities to market enterprise services to customers

1.1

Services available for on-selling from the enterprise are identified

1.2

Technical specifications and application/s of services are identified

1.3

Applicability of services are matched to customer/customer group particular requirements

1.4

Features of services (including technical specifications) are explained in relation to current customer requirements

1.5

Information about potential associated requirements are explained

1.6

Customers are referred to expert personnel or other enterprise services as required

2

Establish and maintain contact with customers

2.1

Communication with customers is established and maintained to develop a business relationship

2.2

Customers are informed of the full range of business services

2.3

Follow-up contacts with customers are made on customer request and in accordance with enterprise policy

3

Recognise special requirements and refer to appropriate area

3.1

Special requirements are identified and discussed with customers

3.2

Features of special services required, as a result of customer requests, are explained

3.3

Customers are referred to expert personnel or other enterprise services as required

3.4

Customers are referred to the sales department as appropriate

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

communicating effectively with others when marketing services to customers

completing relevant documentation

identifying and recording potential improvements to services

negotiating effectively with customers and others

operating electronic communications equipment to required protocol

promptly reporting and/or rectifying identified problems

reading and interpreting relevant instructions, procedures and information

responding appropriately to cultural differences in the workplace

selecting and appropriately applying technology, information systems and procedures to market services to customers

working collaboratively with others in the workplace to market enterprise services.

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

focus of operation of marketing systems and resources

functions of other workplace departments and personnel

relevant regulatory requirements

relevant workplace business marketing policies and practices, including requirements to maintain security and privacy

strategies to implement continuous improvement processes

types of problems that can occur and appropriate actions that can be taken

workplace protocols and procedures for marketing services to customers.

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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Recognise opportunities to market enterprise services to customers

1.1

Services available for on-selling from the enterprise are identified

1.2

Technical specifications and application/s of services are identified

1.3

Applicability of services are matched to customer/customer group particular requirements

1.4

Features of services (including technical specifications) are explained in relation to current customer requirements

1.5

Information about potential associated requirements are explained

1.6

Customers are referred to expert personnel or other enterprise services as required

2

Establish and maintain contact with customers

2.1

Communication with customers is established and maintained to develop a business relationship

2.2

Customers are informed of the full range of business services

2.3

Follow-up contacts with customers are made on customer request and in accordance with enterprise policy

3

Recognise special requirements and refer to appropriate area

3.1

Special requirements are identified and discussed with customers

3.2

Features of special services required, as a result of customer requests, are explained

3.3

Customers are referred to expert personnel or other enterprise services as required

3.4

Customers are referred to the sales department as appropriate

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

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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
Services available for on-selling from the enterprise are identified 
Technical specifications and application/s of services are identified 
Applicability of services are matched to customer/customer group particular requirements 
Features of services (including technical specifications) are explained in relation to current customer requirements 
Information about potential associated requirements are explained 
Customers are referred to expert personnel or other enterprise services as required 
Communication with customers is established and maintained to develop a business relationship 
Customers are informed of the full range of business services 
Follow-up contacts with customers are made on customer request and in accordance with enterprise policy 
Special requirements are identified and discussed with customers 
Features of special services required, as a result of customer requests, are explained 
Customers are referred to expert personnel or other enterprise services as required 
Customers are referred to the sales department as appropriate 

Forms

Assessment Cover Sheet

TLII0001 - Market international freight forwarding services
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

TLII0001 - Market international freight forwarding services

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: