BSBCCO309A - Develop product and service knowledge for customer contact operation

BSBCCO309A
Develop product and service knowledge for customer contact operation

This unit describes the performance outcomes, skills and knowledge required to develop knowledge of products and services in preparation for customer contact in an inbound or outbound customer contact activity.Knowledge of products and services may be used for customer liaison, presenting information or for the sales process.

Application

This unit applies to individuals in a small, medium or large enterprise across a wide variety of industries and contexts who develop their product and service knowledge prior to undertaking customer contact activities.

This work is undertaken with some supervision and guidance.

Prerequisites

Not applicable.

Elements and Performance Criteria

1. Acquire knowledge of products and services in a specified area

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

1.2 Identify purpose and use of product and service

1.3 Identify and evaluate key features of the products and services

1.4 Identify and evaluate strengths and weaknesses of the products and services

1.5 List relevant product and service support details

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

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

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

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

3. Convert product and service knowledge into benefits

3.1 Identify features of the products and services that have potential buyer or user appeal

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

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

Required Skills

Required skills

information management skills to summarise information verbally and in writing

literacy and numeracy skills to:

interpret product and service features and sales data

summarise information obtained from a variety of sources, including verbal, written and visual

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

work in a team environment.

Required knowledge

features, benefits, strengths and weaknesses of the range of products and services available within a designated business

industry alternatives, trends and developments as they apply to products and services

organisational structure, roles and responsibilities, policies, procedures, product labelling and descriptions

potential user or buyer markets

processes used when describing products and services

key provisions of relevant legislation that affect business operations, such as:

antidiscrimination

consumer protection

contract law legislation

ethical principles relating to:

privacy laws

Trade Practices Act/Competition and Consumer Act.

Evidence Required

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	Evidence of the ability to: identify key features and benefits of products and services within area of business demonstrate knowledge of organisational products and services.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information and data information sources about an organisation’s products, services or ideas office equipment and resources.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with portfolios of evidence and third-party workplace reports of onthejob performance by the candidate observation of presentation of key features and benefits to customers in a real or simulated context oral or written questioning to assess knowledge of features, benefits, strengths and weaknesses of organisation’s and alternative products and/or services review of evaluation of information sources about products in a specified area evaluation of strengths and weaknesses established for competitors’ products.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.

Information sourcesmay include:	associations catalogues claims of competitive sales people competitor websites competitor sales literature external sales data sources, such as warehouse withdrawals internal sales data records other company personnel sales conventions team members trade association magazines trade shows.
Products and servicesmay include:	goods ideas infrastructure private and public sets of benefits.
Featuresmay include:	brand colour country of origin covenant manufacturer product care details safety aspects shelf life size style warnings.
Organisational requirements may include:	level of client service required policies and procedures, which are formally documented and available for reference in the workplace.

Sectors

Stakeholder relations – customer service

Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.