This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts. They may exercise discretion and judgement using appropriate knowledge of products and services to provide technical advice and support to a team.

ELEMENT

PERFORMANCE CRITERIA

1. Develop and maintain knowledge of products and services

1.1. Actively and regularly research knowledge and understanding of industry products and services using authoritative sources

1.2. Use available product and service documentation to identify and understand characteristics of products and services, and to make comparisons with other products and services

1.3. Accurately document and maintain information on products and services in a format consistent with organisational requirements

1.4. Apply acquired knowledge to improve quality within personal work areas

2. Recommend products and services

2.1. Ensure that recommendations on products and services are in line with organisational requirements

2.2. Provide recommendations that emphasise product and service issues relevant to client needs

2.3. Ensure that evidence in support of recommendations is verifiable and presented in a suitable format

2.4. Structure recommendations to identify clear benefits to clients and the organisation

3. Advise on promotional activities

3.1. Provide advice that is clear, is supported by verifiable evidence and is compatible with organisational requirements

3.2. Ensure that promotional documentation and materials are appropriate to presentation of the organisation's products and services

3.3. Ensure that costs of promotional activities conform to budget resources

3.4. Estimate impact of promotional activities from verifiable customer feedback sources

3.5. Evaluate the benefits of promotional activities and incorporate in plans for future promotional activities

Required skills

literacy skills to read and understand a variety of texts; to prepare general information and papers according to target audience; and to edit and proofread texts to ensure clarity of meaning, and accuracy of grammar and punctuation

technology skills to select and use technology appropriate to a task

communication skills to monitor and advise on customer service strategies

problem-solving skills to deal with customer enquiries or complaints

analytical skills to identify trends and positions of products and services.

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety (OHS)

organisation's products and services

organisational policies and procedures for customer service including handling customer complaints

product and service standards and best practice models

principles and techniques of public relations and product promotion

mechanisms to obtain and analyse customer feedback.

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 following is essential:

assessing and reporting on customer satisfaction

identifying commercial characteristics of products and services

knowledge of product and service standards and best practice models.

preparing and structuring advice on products and services

researching market availability of products and services.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of promotional strategies

examples of documents relating to customer service standards and policies.

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:

analysis of responses to case studies and scenarios

assessment of written reports

demonstration of techniques

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

evaluation of promotional activities plans

observation of performance in role plays

observation of presentations

oral or written questioning to assess knowledge of promotional strategies and sources of product information

review of documentation outlining information on products and services

review of products and services recommendations.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

sales and/or customer service units.

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.

Industry products and services may include:

competitor products and services

complementary products and services

emerging products and services

historical products and services

organisation's products

specified range of products and services within an organisation's offerings

Authoritative sources may include:

authorised suppliers

industry associations

industry conferences

recognised industry media sources

Product and service documentation may include:

colleagues' knowledge

consumer reports

industry reports

marketing data

operational guidelines

sales figures

Information may include:

competitive features of products or services

cost and production data

distribution processes

innovations

problems with products or services

product trends

sales records (monthly forecasts, targets achieved)

sales trends

Organisational requirements may include:

access and equity principles and practice

confidentiality and security requirements

defined resource parameters

ethical standards

filing and documentation storage processes

goals, objectives, plans, systems and processes

legal and organisational policies, guidelines and requirements

OHS policies, procedures and programs

payment and delivery options

pricing and discount policies

quality and continuous improvement processes and standards

quality assurance and/or procedures manuals

replacement and refund policy and procedures

who is responsible for products or services

Product and service issues may include:

customer delivery

faults

market share data

organisational product knowledge

production down-time

sales figures

Promotional activities may include:

advertisements

client functions

employee functions

media announcements

product launches

web pages

Verifiable customer feedback sources may include:

audit documentation and reports

complaints

customer satisfaction questionnaires

lapsed clients

quality assurance data

returned goods

service calls

Unit sector

Industry Capability - Product Skills and Advice

This unit contains employability skills.