Application
This unit describes the performance outcomes, skills and knowledge required to develop product and service knowledge and provide information to customers.
This unit applies to individuals working in frontline customer service and sales roles in a diverse range of industry and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Develop product and service knowledge. | 1.1.Identify and access sources of information on products and services. 1.2.Interpret information about availability, features and benefits of products and services. 1.3.Compare products and services based on product information. 1.4.Identify and use opportunities to update knowledge for the product and service range. |
2. Respond to customer requests. | 2.1.Answer customer questions about products and services with current and accurate information. 2.2.Use questions to clarify customer information needs. 2.3.Explain product and service details using clear communication. 2.4.Source additional information when answer to customer request is unknown or refer to relevant colleagues. |
3. Enhance information provided. | 3.1.Identify situations where additional information may assist the customer. 3.2.Advise on alternative products or services that may meet customer needs when requested item is not available. 3.3.Recommend complementary products, specials, new lines and promotions to customers according to their needs. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
access and interpret sources of information on four different products or services
respond to four different customer inquiries for product or service information that individually or cumulatively require provision of information on all of the following:
features and benefits
price
alternative products or services
complementary products or services.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
organisational policies and procedures for:
interactions with customers
product or service pricing
basic key aspects of legislation that impact provision of information for the product or service range:
Australian Consumer Law
product or service specific legislation
interpersonal communication techniques:
active listening and questioning
communication methods which convey information clearly and concisely
product and service information for the product or service range:
features and benefits
price
care and handling of products
availability
storage requirements, shelf life and use by date
warranties
ingredients or materials contained in product
origins
alternative products and services
complementary products and services.
Assessment Conditions
Skills must be demonstrated in a services industries environment. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
a product or service range
sources of product information
relevant documentation:
current plain English regulatory documents distributed by government regulators outlining factors that impact provision of information for the product or service range
price lists
organisational policies and procedures relevant to product and service advice
customers; these can be:
customers in an industry workplace, or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Numeracy skills to: | interpret pricing information. |
Sectors
Cross-Sector
Competency Field
Product Knowledge