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
self
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:
anti
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 on 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 sources | 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 services | goods ideas infrastructure private and public sets of benefits. |
Features | 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.