BSBCUE309
Develop product and service knowledge for customer engagement operation


Application

This unit describes the skills and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound or outbound customer engagement activity.

It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with 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 Acquire knowledge of products and services in a specified area

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

1.2 Identify purpose and use of products and services

1.3 Identify and evaluate key features of products and services

1.4 Identify and evaluate strengths and weaknesses of products and services

1.5 List relevant product and service support details

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

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

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

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

3 Convert product and service knowledge into benefits

3.1 Identify features of products and services with potential buyer or user appeal

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

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

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

1.1-1.4, 3.1

Sources and evaluates a range of texts to compare and contrast product and service information and identify key details for consumer consideration

Writing

1.1, 1.5, 2.2, 2.3, 3.2, 3.3

Prepares detailed and factual product and service information to inform job role

Adjusts information to assist sales strategy and consumer decision-making

Oral Communication

3.2, 3.3

Selects and uses clear and persuasive language when conveying information to a specific audience

Numeracy

1.1, 1.4, 3.1

Recognises and extracts numeric data to determine key information according to internal and stakeholder requirements

Navigate the world of work

1.1-1.4, 3.3

Develops product and service knowledge related to role

Recognises and follows explicit and implicit protocols and legal requirements in relation to marketing products and services

Get the work done

1.1-1.4, 2.1-2.3

3.1-3.3

Uses systematic, analytical processes, setting goals, gathering relevant information, and identifying and evaluating options against agreed criteria when acquiring and evaluating product and service knowledge and converting it to benefits


Sectors

Stakeholder Relations – Customer Engagement