Unit of competency Outline
Date retreived
22/07/2026 9:04 PM AWST
22/07/2026 9:04 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.
Process incoming customer orders
Process incoming customer orders
Unit of competency
National Code
CUEFOH08A
CUEFOH08A
State Code
C7266
C7266
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
05/09/2006
Field of Education
089901 - Purchasing, Warehousing And Distribution
Original Release Date
05/09/2006
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 unit WRRS2B - Sell products and services. Remote sales may include fax, mail, Internet/email sales, ticket order, merchandise order. This unit applies to many people involved in processing sales of promotional merchandise, but is particularly relevant for theatre and event box office personnel.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 unit WRRS2B - Sell products and services. Remote sales may include fax, mail, Internet/email sales, ticket order, merchandise order. This unit applies to many people involved in processing sales of promotional merchandise, but is particularly relevant for theatre and event box office personnel.
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
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
Orders may be for:
tickets
vouchers
passes
promotional merchandise
Incoming customer orders may be received by:
mail
fax
Internet
email
Documents and other materials to be despatched with the goods may include:
tax invoice/receipt
promotional brochures or fliers
credit note
credit card receipt
Despatch may be:
direct to the customer
to the venue box office for customer collection at time of performance/session/event
via mail
via courier
tickets
vouchers
passes
promotional merchandise
Incoming customer orders may be received by:
fax
Internet
Documents and other materials to be despatched with the goods may include:
tax invoice/receipt
promotional brochures or fliers
credit note
credit card receipt
Despatch may be:
direct to the customer
to the venue box office for customer collection at time of performance/session/event
via mail
via courier
Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
products and service knowledge relevant to the organisation/industry sector
processing and documentation procedures for remote sales
knowledge of consumer regulations which relate to remote sale of goods
basic numeracy skills sufficient to calculate payments and complete order documentation
literacy skills sufficient to interpret and complete order documentation
procedures and systems for determining availability of products
Linkages to other units
This unit has strong linkages to the following units, and combined training and/or assessment is recommended:
WRRS1B Sell products and services
CUEFOH07A Process financial transactions
Critical aspects of evidence
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
Method and context of 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, eg despatching orders within customer nominated deadlines
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 (eg 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).
Resource requirements
Assessment of this unit requires access to:
typical industry order forms
typical industry dispatch documentation
product information and pricing details
Communicating ideas and information
Interpreting an order (1)
Collecting analysing and organising information
Providing advice about product availability (1)
Planning and organising activities
Prioritising requests (1)
Working with others and in teams
Recording information in agreed manner (1)
Using mathematical ideas and techniques
Calculating costs (1)
Solving problems
Offering alternatives when product not available (1)
Using technology
Using computer software (1)
Assessment must include evidence of the following knowledge and skills:
products and service knowledge relevant to the organisation/industry sector
processing and documentation procedures for remote sales
knowledge of consumer regulations which relate to remote sale of goods
basic numeracy skills sufficient to calculate payments and complete order documentation
literacy skills sufficient to interpret and complete order documentation
procedures and systems for determining availability of products
Linkages to other units
This unit has strong linkages to the following units, and combined training and/or assessment is recommended:
WRRS1B Sell products and services
CUEFOH07A Process financial transactions
Critical aspects of evidence
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
Method and context of 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, eg despatching orders within customer nominated deadlines
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 (eg 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).
Resource requirements
Assessment of this unit requires access to:
typical industry order forms
typical industry dispatch documentation
product information and pricing details
Communicating ideas and information
Interpreting an order (1)
Collecting analysing and organising information
Providing advice about product availability (1)
Planning and organising activities
Prioritising requests (1)
Working with others and in teams
Recording information in agreed manner (1)
Using mathematical ideas and techniques
Calculating costs (1)
Solving problems
Offering alternatives when product not available (1)
Using technology
Using computer software (1)
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| D1652 | CUEFOH08B | Process incoming customer orders | Unit of competency |
