Unit of competency Outline

Date retreived
22/07/2026 3:48 PM 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.

Meet customer needs

Meet customer needs

Unit of competency
National Code
MTMR305C
State Code
D9064
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
22/07/2011
State Implementation and Classification
Approved Date
24/05/2013
Field of Education
080501 - Sales
Original Release Date
24/05/2013
Nominal Hours
10
Description
This unit covers the skills and knowledge required to identify customer needs, and to use diverse sales techniques to satisfy these needs and promote the products and services of the enterprise.
Notes
Elements and Performance Criteria
1. Provide information on products and services
  • 1.1. Customer is accurately and courteously advised on products and services which are relevant to customer requirements.
  • 1.2. Information is provided on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate.
  • 1.3. Customer is offered alternative products or services, or advice on how to obtain same when requested item is not available.
2. Satisfy customer needs
  • 2.1. Range of products and services is discussed with customer, which allows for informed decision making by the customer.
  • 2.2. Products or services are recommended to meet customer needs.
  • 2.3. Products or services are sold in accordance with customer's budget, preferred products and their availability.
3. Deal with customer complaints
  • 3.1. Complaints and grievances are dealt with courteously and efficiently to the satisfaction of the customer.
  • 3.2. Customer complaints referred from other staff are dealt with according to workplace requirements.
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, 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 candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Cooking requirements may include:
composition of meat
Heart Foundation approved cuts
nutrition
recommended cooking methods
sauces and accompaniments.
Range of catering needs may include:
carving
cooking
meat preparation
menus or recipes
new lines
portion requirements
presentation.
Communication skills may include:
interacting with people from a range of cultural, social and ethnic backgrounds and with colleagues, superiors, customers, clients and external parties
speaking clearly and directly
the use of communications technology
own work and the wider work area
reading and interpreting workplace-documentation.
Mathematical skills and tasks relate to own work and work area problem-solving and monitoring, and may include:
estimating and calculating
the use of calculations and computer software packages
the use of familiar and unfamiliar complex formulas
product formulations and specifications
interpreting and drawing conclusions from a range of simple and complex mathematical tables, charts, bar graphs and pie charts
require monitoring, adjusting and calibrating of formulas, specifications, outputs and equipment
synthesis and analysis of mathematical information from more than one source.
Explanations may:
be presented orally, in writing using standard formats or using a range of communications technology and media
include information from several sources
present information in diagrammatic, tabular, graphic or pictorial formats
require summaries of information for presentation to work colleagues
use workplace, mathematical and technical language.
OH&S requirements may include:
enterprise OH&S policies, procedures and programs
OH&S legal requirements
Personal Protective Equipment (PPE) which may include:
coats and aprons
head-wear
uniforms
work, safety or waterproof footwear
requirements set out in standards and codes of practice.
Regulatory requirements may include:
Export Control Act
federal, state and territory regulations regarding meat processing and food handling
hygiene and sanitation requirements
relevant Australian Standards.
Workplace requirements may include:
enterprise-specific procedures and ethical standards
Standard Operating Procedures (SOPs)
work instructions.
EVIDENCE GUIDE
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.
Overview of assessment
The meat industry has specific and clear requirements for evidence. A minimum of three forms of evidence is required to demonstrate competency in the meat industry. This is specifically designed to provide evidence that covers the demonstration in the workplace of all aspects of competency over time.
These requirements are in addition to the requirements for valid, current, authentic and sufficient evidence.

Three forms of evidence means three different kinds of evidence - not three pieces of the same kind. In practice it will mean that most of the unit is covered twice. This increases the legitimacy of the evidence.

All assessment must be conducted against Australian meat industry standards and regulations.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Competency must be demonstrated over time and under typical operating conditions for the enterprise.

Where the candidate does not interact with customers in their usual place of work, they must undertake alternative work placement or simulated work experience to meet the requirements of this unit.
Context of, and specific resources for assessment
Assessment must occur in the workplace under normal production conditions.
Method of assessment
Recommended methods of assessment include:
quiz of underpinning knowledge
workplace project
workplace referee or third-party report of performance over time.

Assessment practices should take into account any relevant language or cultural issues related to Aboriginality or Torres Strait Islander, gender, or language backgrounds other than English. Language and literacy demands of the assessment task should not be higher than those of the work role.
Guidance information for assessment
A current list of resources for this unit of competency is available from MINTRAC www.mintrac.com.au or telephone 1800 817 462.
Replaces
State Code National Code Title Type
W6797 MTMR305B Meet customer needs Unit of competency
Replaced By
State Code National Code Title Type
AVW55 AMPR305 Meet customer needs Unit of competency