Unit of competency Outline

Date retreived
22/07/2026 10:32 AM AWST

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Develop product and service knowledge for customer engagement operation

Develop product and service knowledge for customer engagement operation

Unit of competency
National Code
BSBCUE309
State Code
AUH51
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080509 - Public Relations
Original Release Date
15/09/2015
Nominal Hours
30
Description
This unit describes the skills and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound or outbound customer engagement activity.It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Acquire knowledge of products and services in a specified area
  • 1.1 Identify information sources on products and services in a specified area and evaluate them for reliability and validity
  • 1.2 Identify purpose and use of products and services
  • 1.3 Identify and evaluate key features of products and services
  • 1.4 Identify and evaluate strengths and weaknesses of products and services
  • 1.5 List relevant product and service support details
2 Evaluate full range of products and services in a designated area of business
  • 2.1 Use a range of information sources to identify range of products and services in a designated area of business
  • 2.2 Compare features, benefits, strengths and weaknesses of range of products and services available
  • 2.3 Establish relative standing of organisation’s products and services with alternatives, to communicate differences to buyer or user
3 Convert product and service knowledge into benefits
  • 3.1 Identify features of products and services with potential buyer or user appeal
  • 3.2 Present relevant features of products and services as benefits to stakeholder
  • 3.3 Present benefits of products and services within context of organisational requirements and legislation
No information
No information
Replaces
State Code National Code Title Type
S8050 BSBCCO309A Develop product and service knowledge for customer contact operation Unit of competency
Replaced By
State Code National Code Title Type
OCF16 BSBOPS304 Deliver and monitor a service to customers Unit of competency