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Evidence Guide: TLIQ1007B - Maintain customer credit accounts and services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

TLIQ1007B - Maintain customer credit accounts and services

What evidence can you provide to prove your understanding of each of the following citeria?

Establish and maintain customer credit accounts and services

  1. Lines of credit and other credit facilities are established and communicated to customers
  2. Payment schedules by customers are monitored
  3. Debtors are regularly identified and listed to initiate follow-up action
  4. Debt recovery procedures are initiated and if unsuccessful approval is sought to write off bad debts
Lines of credit and other credit facilities are established and communicated to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Payment schedules by customers are monitored

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Debtors are regularly identified and listed to initiate follow-up action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Debt recovery procedures are initiated and if unsuccessful approval is sought to write off bad debts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain customer information system

  1. Status of credit accounts is conveyed to customers on a regular basis.
  2. Statistical returns displaying actual against anticipated performance are prepared
  3. Database information regarding products and services sales on credit is maintained
  4. Customer queries are dealt with promptly and courteously
  5. Security of database and data integrity is maintained
Status of credit accounts is conveyed to customers on a regular basis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Statistical returns displaying actual against anticipated performance are prepared

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Database information regarding products and services sales on credit is maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer queries are dealt with promptly and courteously

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Security of database and data integrity is maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

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

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Australian and international codes and regulations relevant to freight services, including the Australian Dangerous Goods Code and relevant bond, quarantine or other legislative requirements

Relevant OH&S and environmental protection procedures and guidelines

Workplace procedures and policies for the maintenance of customer credit accounts and services

Focus of operation of work systems, equipment, management and site operating systems for the maintenance of customer credit accounts and services

Problems that may occur when maintaining customer credit accounts and services and appropriate action that can be taken to resolve the problems

Information on relevant aspects of credit services, including: credit services offered by the workplace, credit account systems, credit ratings and limits and credit approval policies and procedures

Documentation requirements for the maintenance of customer credit accounts and services

Instruments of payment including letters of credit, cheques, promissory notes, bank drafts, etc.

Required skills:

Communicate, negotiate and liaise effectively with others when maintaining customer credit accounts and services

Read and interpret instructions, procedures and information relevant to the maintenance of customer credit accounts and services

Interpret and follow operational instructions and prioritise work

Complete documentation related to the maintenance of customer credit accounts and services

Work collaboratively with others when maintaining customer credit accounts and services

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may arise when maintaining customer credit accounts and services in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Select and use relevant computer and communication/office equipment

Adapt to differences in equipment in accordance with standard operating procedures

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Work may be conducted:

in a range of work environments

by day or night

Customers may be:

internal or external

Workplaces may comprise:

large, medium or small worksites

Customers include:

all other rail and freight authorities

private businesses

government bodies

members of the public as well as internal customers

Equipment used may include:

computer

intercom system

facsimile machine

calculator

telephone

answering machine

photocopier

Consultative processes may involve:

other employees and supervisors

current and potential customers

suppliers, customers and clients

relevant authorities and institutions

management and union representatives

industrial relations and OH&S specialists

Communication in the work area may include:

phone

electronic data interchange (EDI)

fax

email

internet

RF systems

oral, aural or signed communications

Personal protective equipment may include:

gloves

safety headwear and footwear

safety glasses

two-way radios

high visibility clothing

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documents may include:

codes of practice and regulations concerning the operation of credit accounts and services

customer requests and works orders

workplace procedures and policies including accounting procedures, credit approval procedures, office organisation procedures, record keeping, credit limits, and levels of credit authority

operations manuals, job specifications and induction documentation

manufacturers specifications for office equipment

documentation and forms used for credit services

supplier and/or client instructions

award, enterprise bargaining agreement, other industrial arrangements

relevant Australian standards and certification requirements

quality assurance procedures

emergency procedures

Applicable regulations and legislation may include:

relevant codes and regulations for the provision of credit services

privacy legislation

conditions of credit extension policies and related government legislation

audit and financial legislation

relevant state/territory OH&S and environmental protection legislation

workplace relations regulations

workers compensation regulations