Unit of competency Outline

Date retreived
22/07/2026 1:31 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 client needs

Address client needs

Unit of competency
National Code
SISXCCS404A
State Code
D6185
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
3.00
Current Release Date
06/03/2013
View on TGA
State Implementation and Classification
Approved Date
17/02/2014
Field of Education
080501 - Sales
Original Release Date
17/02/2014
Nominal Hours
10
Description
This unit describes the performance outcomes, skills and knowledge required to manage ongoing and sometimes complex relationships with clients. The unit focuses on exploring with the client which possible outcomes best promote client satisfaction. The unit requires the learner to be familiar with service-provision options that can be negotiated with the client and customised to meet the client’s needs.
Notes
Elements and Performance Criteria
1. Develop knowledge of client services.
  • 1.1. Develop and maintain knowledge of client services according to organisational policies and procedures.
  • 1.2. Undertake research to compare available services.
  • 1.3. Investigate services of other providers.
2. Identify client needs.
  • 2.1. Establish rapport with clients.
  • 2.2. Identify and confirm client needs and priorities.
  • 2.3. Explain available services to client using appropriate communication strategies.
3. Recommend services.
  • 3.1. Evaluate services according to client needs and respond to client queries and requests
  • 3.2. Identify gaps in service provision in relation to client needs.
  • 3.3. Recommend services to match client needs, including alternative services when clients’ needs cannot be met.
4. Customise services to satisfy client needs.
  • 4.1. Assist client to evaluate service options according to their needs.
  • 4.2. Determine and prioritise preferred action.
  • 4.3. Identify potential areas of difficulty in client service delivery and take action to meet needs according to relevant legislation.
  • 4.4. Develop customised solutions specific to customer requirements.
  • 4.5. Negotiate and confirm solutions with the client.
5. Confirm services.
  • 5.1. Complete documentation as required.
  • 5.2. Refer client to appropriate personnel and follow up.
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.
Client services may include:
fitness programs
recreational activities
body composition programs
aquatics-based programs.
Organisational policies and procedures may include:
staff codes of behaviour
documentation requirements
quality systems, standards and guidelines
customer service and feedback.
Clients may include:
internal and external
customers with routine or special requests
regular and new
schools
businesses
adults and children.
Client needs may include:
recreation
health and fitness
skill development
social.
Areas of difficulty may include:
limited services
cost
scheduling
availability of staff.
Relevant legislation may include:
consumer law
Trade Practices Act.
Solutions may include:
rescheduling
negotiating payment
recommending alternative services.
Documentation may include:
client details
bookings
payments.
Appropriate personnel may include:
membership officers
administration staff
coaches
instructional staff
guides.
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:
interacts with clients professionally and in a non-discriminatory manner, using a client-centred approach to convey information about the organisation’s services
identifies client needs, and develops and recommends customised solutions using appropriate communication strategies
interacts with a range of clients to identify their needs and develops a rapport with clients to obtain satisfactory outcomes.
Context of and specific resources for assessment
Assessment must ensure the identification of client needs relevant to the candidate’s current or intended work environment and the development of customised solutions to demonstrate consistency of performance.
Assessment must also ensure access to:
sport and recreation environments and providers, clients and information about service provision
documentation related to service provision and organisational policies and procedures for customer service.
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:
observation of interacting with a range of clients, including conveying information about service options and negotiating satisfactory outcomes
oral and or written questioning to assess knowledge of the organisation’s policies and procedures for delivering customised client services
third-party reports from a supervisor detailing appropriate work performed by the candidate.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SISXCCS402A Coordinate client service activities.
Replaces
State Code National Code Title Type
C6410 SRXGCSO06A Address client needs Unit of competency
Replaced By
State Code National Code Title Type
AVD20 SISXCCS003 Address client needs Unit of competency