Elements and Performance Criteria

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.

Customersmay include:
customers with routine or specific requests
in person, computerbased and telephone customers
internal and external customers
people from a range of social, cultural or ethnic backgrounds
people who may be unwell, drug affected or emotionally distressed
people with varying physical and mental abilities
regular and new customers.
Rights and responsibilities of customersmay include:
fulfilment of external obligations
informed consent.
Effective regular communicationmay include:
giving customers full attention
handling sensitive and confidential issues
maintaining eyecontact (for facetoface interactions), except where eyecontact may be culturally inappropriate
speaking clearly and concisely
using active listening techniques
using appropriate language and tone of voice
using clearly written information/communication
using nonverbal communication e.g. body language, personal presentation (for facetoface interactions)
using open and/or closed questions.
Products and servicesmay include:
either products or services
goods
ideas
infrastructure
private or public sets of benefits.
Organisational proceduresmay include:
procedural manuals
quality systems, standards and guidelines.

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
assisting customers to articulate their needs
documenting processes used and customer satisfaction with the products/services offered
assisting customers to address their needs.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of products/services and promotional strategies.
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:
direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate
review of documentation prioritising preferred actions
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
assessment of written reports
evaluation of communication established with customers
review of customer interaction records.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.