Elements and Performance Criteria

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. Bold italicised wording in the performance criteria is detailed below.

Relevant contact personnel may include:
new or repeat contacts
internal and external contacts
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.


Team members may include:
full-time, part-time, casual or contract staff
people with varying degrees of language and literacy
people from a range of cultural, social and ethnic backgrounds
people with a range of responsibilities and job descriptions.


Business policy and procedures in relation to:
sale and distribution of products and services
interaction with customers
client relationship management
pricing arrangements
trading terms.


Methods to identify business customer needs may include:
verbal or non-verbal communication with:
customer contacts
staff
supervisors and management
suppliers
observation
appropriate questioning and active listening
review of sales records.


Promotional activities may include:
internal and external activities
corporate or locally based activities
dealing with advertising agencies and consultants
advertising
catalogues
newspapers
posters
radio or TV
suppliers
internet
website.


Trading terms may be influenced by:
due diligence requirements
value for money
risk sharing
market position
planning cycles and timing
terms and conditions agreed
intellectual property and technology rights
continuous improvement
supply chain management
infrastructural and capital outlay requirements
organisational systems integration and compatibility.

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
builds sustainable relationships with business customers that deliver agreed business outcomes
identifies key contact personnel for businesses with a given territory or customer account
describes and utilises a range of means to accurately identify specific needs of business customers
confirms trading terms for customers according to business policy and procedures


Context of and specific resources for assessment
Assessment must ensure access to:
a retail or wholesale work environment
relevant sources of product information
relevant documentation, such as policy and procedures manuals
forecasts for current and future market trends
a range of business customers with different requirements
an appropriate range of products or services
customer information.


Methods 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
third-party reports from a supervisor
customer feedback
written or verbal questioning to assess knowledge and understanding.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.