Elements and Performance Criteria

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 may be either internal or external and include:
people with routine or special requests
people from diverse social and cultural backgrounds
regular and new clients, including:
business enterprises
government agencies
members of the public
suppliers and manufacturers
team members.
Company requirements may include:
code of ethics
company image
legal and organisational policies and guidelines
legislative and regulatory requirements relevant to work or service function, including:
anti-discrimination and equal employment opportunities
codes of conduct
consumer law
environmental law
harassment and other laws specific to local government
occupational health and safety (OHS)
privacy legislation
OHS policies, procedures and programs
personnel practices and guidelines outlining work roles, responsibilities and delegations
quality systems, standards and guidelines
staff appearance and presentation.
Workplace procedures may include:
assignment instructions
instructions from colleagues, supervisor and manager
personal protective equipment (PPE) requirements
reporting and documentation requirements
specific client requirements.
Client contacts may include:
answering telephones
face-to-face interactions
interactions with team members.
Client needs may relate to:
accuracy of information
advice or general information
complaints and suggestions
purchase of products and services
specific requests.
Work groups may include:
colleagues
line managers
supervisors.
Suggestions and complaints may include:
administrative or financial errors
damaged goods
service or delivery errors.
Opportunities to enhance quality of products and services may include procedures for:
allocating appointments
communicating with clients
delivering products and services
responding to complaints or suggestions.
Commitments may be:
individually negotiated
negotiated by team approach.
Uniform may include:
clothes with a company logo or overalls
uniform dependent on climate and seasonal changes.
Information may be:
contained in:
company databases
manufacturer specifications and information
products or services available, including features and benefits
provided verbally
provided in written material, such as product brochures.
Product and service information may include:
features and benefits of products and services
range of products and services available
supplier information.
Communication techniques may include:
active listening
clear and legible writing
giving clients full attention
maintaining eye contact in face-to-face interactions
non-verbal communication, such as:
body language
personal presentation in face-to-face interactions
open and closed questions
verbal communication using:
clear and concise speech
appropriate language and tone of voice.
Communication equipment may include:
email
facsimile
internet and intranet applications
paging equipment
photocopiers
telephones.

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
This unit of competency could be assessed by observing the provision of a range of effective client services.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.
In particular the person should demonstrate the ability to:
clarify needs and expectations of clients or explore alternative ways to satisfy their needs and expectations
deliver services and responses to client requirements by applying company policy and procedures in a timely and effective manner
establish relationships with clients based on the provision of effective client service
explain features and benefits of products and services to clients
identify client needs through the use of interpersonal skills
maintain positive image of self, company and industry by complying with company policies
use effective communication techniques to establish rapport with clients.
Context of and specific resources for assessment
Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards’ requirements.
Resource implications for assessment include access to:
assessment documentation forms and record books
client service manuals and other relevant organisational documentation
products and information used when providing client service
suitable work area or a simulated workplace environment that allows for demonstration of identifying client needs and delivering effective client service.
Method of assessment
Assessment methods must:
satisfy the endorsed Assessment Guidelines of the Property Services Training Package
include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application
reinforce the integration of employability skills with workplace tasks and job roles
confirm that competency is verified and able to be transferred to other circumstances and environments.
This unit could be assessed on its own or in combination with other units relevant to the job function.
Guidance information for assessment
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.