This unit applies to working under supervision, within enterprise guidelines.

ELEMENT

PERFORMANCE CRITERIA

1. Identify information requirements

1.1. Appropriate interpersonal skills are used to accurately identify customer's information needs.

1.2. Initial customer enquiries are handled courteously and promptly in accordance with enterprise and industry requirements.

1.3. Knowledge and understanding of products and services are actively updated via authoritative sources and appropriate personnel.

1.4. Personal and professional limitations in addressing customer information needs are identified, and assistance is sought from appropriate personnel when required.

2. Provide information

2.1. Information that addresses customer requirements is provided to customers in a timely and professional manner.

2.2. Product and services that may meet customer requirements are appropriately exhibited to customer as required.

2.3. Enquiries that fall outside own areas of responsibility/knowledge are appropriately referred within enterprise for follow up and completion.

Required skills

engage customer, especially in relation to giving and receiving information

handle equipment and small machinery

relate to people from a range of social, cultural and ethnic backgrounds, and of varying physical and mental abilities

assess initial customer needs

calculate quantities and prices

access and research product information

seek assistance as required

recommend products

encourage repeat business

use literacy skills to follow sequenced written instructions and record information accurately and legibly

use oral communication skills/language competence to fulfil the job role as specified by the organisation including questioning, active listening, asking for clarification and seeking advice from supervisor

use numeracy skills to estimate, calculate and record routine workplace measures

use interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities.

Required knowledge

customer service techniques

how to effectively engage and communicate with a range of customers from culturally diverse backgrounds, and of varying physical and mental abilities

legal requirements in sales environments, particularly Fair Trading, Trade Practices and Sale of Goods legislation, and public liability

customer requirements in various rural and horticultural settings

enterprises business values, structure, products and services

basic working knowledge of products and services.

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

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

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:

respond to client requests for information

use questioning to identify customer requirements

refer or seek advice from supervisors and appropriate personnel

represent the enterprise in a professional manner when dealing with customers.

Context of and specific resources for assessment

Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.

The range statement relates to the unit of competency as a whole.

Information may include:

specific needs for a range of products and services available.

Services may include:

specific needs of customer depending on job requirements and specifications or the need for specialised or technical assistance.

Unit sector

Work

This unit contains employability skills.