Unit of competency Outline

Date retreived
22/07/2026 7:23 AM AWST

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Process incoming customer orders

Process incoming customer orders

Unit of competency
National Code
CUEFOH08B
State Code
D1652
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
18/04/2008
View on TGA
State Implementation and Classification
Approved Date
19/09/2008
Field of Education
089901 - Purchasing, Warehousing And Distribution
Original Release Date
19/09/2008
Nominal Hours
30
Description
This unit describes the skills and knowledge required to receive and process sales generated from a remote location. It therefore does not cover selling or product advice skills which are found in the units:WRRS1B Sell products and servicesWRRS2B Advise on products and services. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Action incoming orders
  • 1.1. Accurately interpret all details of the order to determine products and services required
  • 1.2. Organise orders according to urgency and deal with urgent orders in a timely manner to meet deadlines
  • 1.3. Check availability of all products and services, selecting those which match the customer's first or alternative requests
  • 1.4. Contact the customer if no supply can be made and request or suggest appropriate alternatives
  • 1.5. Accurately calculate the total cost of all goods and services provided to the customer
  • 1.6. Process and record financial transactions in accordance with organisational and financial institution procedures
  • 1.7. Seek advice and assistance from colleagues as required
2. Record details of the order and despatch
  • 2.1. Correctly interpret existing records or create accurate new records of the customer's order
  • 2.2. Accurately record all sale details against the customer's order in a manner which ensures correct interpretation by others who may access the record of order
  • 2.3. Where required select the goods to be provided to the customer and ensure they are appropriately packaged
  • 2.4. Correctly prepare and issue documents and other materials to be despatched with the goods
  • 2.5. Despatch goods and/or documents using the most appropriate method and according to organisational procedures
  • 2.6. Record all despatch details accurately in a manner which will allow for future tracking
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.
Orders may be for:
passes
promotional merchandise
tickets
vouchers
Incoming customer orders may be received by:
email
fax
Internet
mail
Documents and other materials to be despatched with the goods may include:
credit card receipt
credit note
promotional brochures or fliers
tax invoice/receipt
Despatch may be:
direct to the customer
to the venue box office for customer collection at time of performance/session/event
via courier
via mail
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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
The following evidence is critical to the judgement of competence in this unit:
ability to accurately process incoming orders within acceptable organisational timeframes
ability to match the allocated products to customer needs
knowledge of products, prices and stock availability systems.

Context of and specific resources for assessment
The assessment context must provide for:
processing incoming orders on multiple occasions to ensure that skills can be consistently demonstrated
processing transactions within typical workplace time constraints, e.g. despatching orders within customer nominated deadlines.

Method of assessment
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
review of order and despatch documentation prepared by the candidate
written or oral questions to assess knowledge of products and prices and consumer regulations
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.

Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).

Guidance information for assessment
Assessment of this unit requires access to:
typical industry order forms
typical industry dispatch documentation
product information and pricing details.
Replaces
State Code National Code Title Type
C7266 CUEFOH08A Process incoming customer orders Unit of competency