Unit of competency Outline
Date retreived
22/07/2026 8:24 AM AWST
22/07/2026 8:24 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.
Address customer needs
Address customer needs
Unit of competency
National Code
BSBCUS402A
BSBCUS402A
State Code
D0654
D0654
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
15/02/2013
Field of Education
080501 - Sales
Original Release Date
15/02/2013
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Assist customer to articulate needs
- 1.1. Ensure customer needs are fully explored, understood and agreed
- 1.2. Explain and match available services and products to customer needs
- 1.3. Identify and communicate rights and responsibilities of customers to the customer as appropriate
2. Satisfy complex customer needs
- 2.1. Explain possibilities for meeting customer needs
- 2.2. Assist customers to evaluate service and/or product options to satisfy their needs
- 2.3. Determine and prioritise preferred actions
- 2.4. Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
3. Manage networks to ensure customer needs are addressed
- 3.1. Establish effective regular communication with customers
- 3.2. Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation
- 3.3. Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer, and the products and services available
- 3.4. Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services
- 3.5. Maintain records of customer interaction in accordance with organisational procedures
customers with routine or specific requests
in person, computer-based 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
fulfilment of external obligations
informed consent
giving customers full attention
handling sensitive and confidential issues
maintaining eye-contact (for face-to-face interactions), except where eye-contact 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 non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
using open and/or closed questions
procedural manuals
quality systems, standards and guidelines
in person, computer-based 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
fulfilment of external obligations
informed consent
giving customers full attention
handling sensitive and confidential issues
maintaining eye-contact (for face-to-face interactions), except where eye-contact 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 non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
using open and/or closed questions
procedural manuals
quality systems, standards and guidelines
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 on-the-job 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, for example:
general administration units.
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 on-the-job 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, for example:
general administration units.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C6986 | BSBCMN418A | Address customer needs | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8074 | BSBCUS402B | Address customer needs | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D668 | CUV40311 | Certificate IV in Design | Qualification |
| W808 | ICT40310 | Certificate IV in Telecommunications Radio Communications | Qualification |