This unit involves the skills and knowledge required to market international freight forwarding services to customers as part of a senior operator job role.

It involves recognising and acting on opportunities to market services, maintaining contact and building relationships with customers, and forwarding customer contacts on to the sales department.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Recognise opportunities to market enterprise services to customers

1.1

Services available for on-selling from the enterprise are identified

1.2

Technical specifications and application/s of services are identified

1.3

Applicability of services are matched to customer/customer group particular requirements

1.4

Features of services (including technical specifications) are explained in relation to current customer requirements

1.5

Information about potential associated requirements are explained

1.6

Customers are referred to expert personnel or other enterprise services as required

2

Establish and maintain contact with customers

2.1

Communication with customers is established and maintained to develop a business relationship

2.2

Customers are informed of the full range of business services

2.3

Follow-up contacts with customers are made on customer request and in accordance with enterprise policy

3

Recognise special requirements and refer to appropriate area

3.1

Special requirements are identified and discussed with customers

3.2

Features of special services required, as a result of customer requests, are explained

3.3

Customers are referred to expert personnel or other enterprise services as required

3.4

Customers are referred to the sales department as appropriate

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

communicating effectively with others when marketing services to customers

completing relevant documentation

identifying and recording potential improvements to services

negotiating effectively with customers and others

operating electronic communications equipment to required protocol

promptly reporting and/or rectifying identified problems

reading and interpreting relevant instructions, procedures and information

responding appropriately to cultural differences in the workplace

selecting and appropriately applying technology, information systems and procedures to market services to customers

working collaboratively with others in the workplace to market enterprise services.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

focus of operation of marketing systems and resources

functions of other workplace departments and personnel

relevant regulatory requirements

relevant workplace business marketing policies and practices, including requirements to maintain security and privacy

strategies to implement continuous improvement processes

types of problems that can occur and appropriate actions that can be taken

workplace protocols and procedures for marketing services to customers.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so. Where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment must include:

a range of relevant exercises, case studies and/or simulations

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.