Unit of competency Outline
Date retreived
22/07/2026 6:45 AM AWST
22/07/2026 6:45 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Communicate with customers using technologies
Communicate with customers using technologies
Unit of competency
National Code
SIRXCOM202
SIRXCOM202
State Code
WD959
WD959
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
01/02/2013
Field of Education
080501 - Sales
Original Release Date
01/02/2013
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to use technologies to communicate with customers according to workplace protocols. It involves correct operation of technologies, development of customer relationships to encourage use of technologies, and contacting customers using technologies such as mobile phone and web applications to inform and promote to customers.
Notes
Elements and Performance Criteria
1. Clarify procedures for customer contact using technologies.
- 1.1.Identify and review organisational information relating to the use of technologies for communicating with customers.
- 1.2.Identify personal responsibility and limitations in relation to communication with customers using technologies.
- 1.3.Identify protocols for collecting customer data to facilitate communication using technologies.
- 1.4.Identify protocols for nature and frequency of customer contact using different types of technologies.
2. Operate technologies.
- 2.1.Identify procedures for operation of technologies and associated applications.
- 2.2.Test operation of technologies and associated applications and apply protocols in line with nature of customer contact.
- 2.3.Obtain and apply feedback from relevant staff on operation of technologies.
3. Promote customer communication using technologies.
- 3.1.Develop relationships with customers to identify scope for communication using technologies.
- 3.2.Explain benefits of communication using technologies relevant to customers.
- 3.3.Collect required customer data for communication using technologies.
- 3.4.Process customer data according to workplace procedures.
4. Contact customers.
- 4.1.Contact customers using technologies according to workplace procedures.
- 4.2.Obtain feedback from customers on communication using technologies according to workplace requirements.
- 4.3.Consider and discuss potential for improvement of customer communications with relevant staff.
- 4.4.Apply suggested improvements to improve customer communications.
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 individual, accessibility of the item, and local industry and regional contexts) may also be included.
Organisational information may include:
mission, values and goals of business
product and service details
workplace procedures.
Technologies may include:
mobile phone technologies and programs
web technologies and programs
wireless technologies and programs.
Customer data may include:
name
address
mobile phone number
email address
social networking contact details.
Nature and frequency of customer contactmay include:
limitations on the number of contacts in a given time period
prescribed content of typical messages
prescribed timeframes for contacts
style guide for content of communications.
Organisational information may include:
mission, values and goals of business
product and service details
workplace procedures.
Technologies may include:
mobile phone technologies and programs
web technologies and programs
wireless technologies and programs.
Customer data may include:
name
address
mobile phone number
email address
social networking contact details.
Nature and frequency of customer contactmay include:
limitations on the number of contacts in a given time period
prescribed content of typical messages
prescribed timeframes for contacts
style guide for content of communications.
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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
adheres to organisational protocols for customer contact using technologies
promotes benefits of communication to relevant customers using technologies
communicates with a range of customers using a range of technologies
obtains and implements feedback on communication procedures.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated retail work environment
range of technologies used by the organisation for customer contact
new and repeat customers
organisational policies and operating guidelines relating to the use of technologies, including protocols for:
collecting and using customer data
nature and frequency of customer contact using different technologies.
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:
observation of performance in the workplace
a role play
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
adheres to organisational protocols for customer contact using technologies
promotes benefits of communication to relevant customers using technologies
communicates with a range of customers using a range of technologies
obtains and implements feedback on communication procedures.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated retail work environment
range of technologies used by the organisation for customer contact
new and repeat customers
organisational policies and operating guidelines relating to the use of technologies, including protocols for:
collecting and using customer data
nature and frequency of customer contact using different technologies.
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:
observation of performance in the workplace
a role play
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
No information
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