Application
This unit describes the skills and knowledge required to collect primary data for market research and opinion poll research activities by telephone or similar means within organisational guidelines.
It applies to individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge and who work under some supervision and guidance.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Prepare for data collection | 1.1 Study and clarify survey questions and engagement guide 1.2 Discuss operational boundaries and fulfilment processes with relevant personnel 1.3 Develop an understanding of relevant legislation, codes, regulations and standards that apply to engagement 1.4 Develop proficiency using the technology in place 1.5 Identify source of engagement targets 1.6 Review and develop a clear understanding of the engagement strategy |
2 Conduct data collection | 2.1 Make engagements in most efficient manner possible, following engagement guide within operational boundaries 2.2 Establish customer availability and willingness to participate in research 2.3 Inform customer of survey details, purpose and approximate time survey will take 2.4 Record customer responses 2.5 Answer customer queries or refer or escalate appropriately 2.6 Observe relevant codes and regulations throughout engagement |
3 Record results | 3.1 Record outcomes and present results according to policy 3.2 Record, report and action difficulties encountered according to policy 3.3 Assess and analyse performance against agreed targets 3.4 Amend database where applicable |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.3, 1.5, 1.6 | Recognises and interprets information from relevant sources to determine organisational expectations and legal requirements |
Writing | 2.1, 2.2, 2.4, 3.1, 3.2, 3.4 | Uses clear, specific and industry-related terminology to complete and update workplace documentation |
Oral Communication | 1.1, 1.2, 2.1-2.3, 2.5 | Articulates requirements clearly using specific and relevant language suitable to audience Uses appropriate tone, pace, and listening and questioning techniques to confirm understanding |
Navigate the world of work | 1.3, 2.1, 2.6, 3.2 | Recognises organisational expectations and follows explicit protocols and procedures Complies with legal and regulatory requirements in data collection tasks |
Interact with others | 2.1-2.3, 2.5, 2.6 | Follows instructions regarding what and how to communicate, following predetermined script |
Get the work done | 1.4-1.6, 2.1, 2.2, 2.4-2.6, 3.3, 3.4 | Plans and implements routine data-collection tasks with familiar goals and outcomes, taking some limited responsibility for decisions regarding sequencing, timing and need to refer to higher authority as required Analyses performance to decide if targets are being met Understands the purposes, specific functions and key features of common digital systems and tools and operates them effectively to complete data collection tasks |
Sectors
Stakeholder Relations – Customer Engagement