Elements and Performance Criteria

The Range of Variables explains the range of contexts within which the performance and knowledge requirements of this unit may be assessed. The scope of variables chosen in training and assessment may depend on the work contexts.

What interpersonal skills might be considered appropriate when identifying customer needs?
Interpersonal skills may include using appropriate body language, summarising and paraphrasing to check understanding of customers' messages, providing an opportunity for customers to confirm their requests, and seeking feedback from customers to confirm understanding of needs. They may also include questioning to clarify and confirm customer needs, listening and responding appropriately to what customers are communicating, using an appropriate tone and having regard for personal space considerations.

What customer information needs might be identified?
These may relate to a range of products and services available, the customers' specific job requirements and specifications and the need for specialised or technical assistance.

What personal and professional limitations might arise?
These might include lack of knowledge in regard to specific products and product applications, organisational policies and procedures, occupational health and safety and other legal considerations. These might also include lack of skills in handling difficult customers and in accessing and providing information.

What information might customers require?
Information might relate to a specific companion animal; companion animal housing; nutrition requirements; products or services offered; service and maintenance requirements of equipment (e.g. replacement of parts); warranties; customer and organisational responsibilities; correct usage, installation or limitations of equipment; and personal protective equipment requirements.

How might information be provided in a professional manner?
Information might be provided using appropriate interpersonal skills and in a manner that is readily understood by customers and addresses their information needs.

How might animals, products and services be presented?
Animals, products and services need to be presented using safe handling and usage techniques. Animal housing should be clean and hygienic, operational displays should function correctly and an adequate supply of brochures, price lists and products should be available.

What are the critical aspects of evidence required for this unit of competency as a whole?
The critical requirements that are valuable for this unit of competency as a whole are listed below.

Assessment must confirm one's ability to:

represent the organisation in a professional manner
understand and respond to customers' requests for information
communicate effectively with customers and staff members
seek assistance from other staff members when an enquiry falls outside one's scope of knowledge or responsibility.

What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit of competency are listed below and include:

customer service techniques
common customer requirements in a companion animal setting
business values, structure, products and services of the workplace
basic working knowledge of the companion animals, products and services in the workplace.

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, some complementary skills are required. These skills include:

ability to engage customers, especially when giving and receiving information
ability to relate to and communicate with people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities
ability to determine initial customer needs
ability to access product information
ability to seek assistance as required
literacy skills to read and follow OHS and waste management procedures and other organisational policies and procedures; select and apply the procedures to perform a range of defined tasks; follow treatment instructions; and record accurately and legibly the information collected
oral communication skills / language competence to fulfil the job role as specified by the organisation including questioning techniques, active listening, asking for clarification and consulting with supervisors
numeracy skills to complete arithmetic calculations
interpersonal skills to work with and relate to people from a range of cultural, social and religious backgrounds
problem-solving skills to use available resources and prioritise daily tasks.

What are the specific resource implications for this unit of competency?
For valid assessment, one
an appropriate companion animal workplace or an environment that reproduces normal work conditions
equipment and / or resources normally used in the workplace
companion animals, products and services normally found in the workplace
brochures, price lists and other relevant information
customers
other staff members.

What considerations should there be for consistency in performance?
To ensure consistency in one's performance, competency should be demonstrated on more than one occasion over a period of time in order to cover a variety of circumstances, cases and responsibilities, and where possible, over a number of assessment activities.
The skills and knowledge required to

What considerations should there be for context of assessment?
Assessment for this unit of competency is to be largely practical in nature and will be most appropriately assessed in a companion animal workplace or in a situation that reproduces normal work conditions.
There must be access in either situation to the appropriate equipment and / or resources to enable one to demonstrate competency.

Are there other units of competency that could be assessed with this one?
This unit of competency

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number in brackets indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process and 3 = perform, administer and design the process.
Communicating ideas and information
By discussing information about customer requirements and products with customers, suppliers and other appropriate personnel.
By conveying technical information about product needs to customers in a manner that ensures understanding of product applications and related information. (1)

Collecting analysing and organising information
By processing customer requirements and recording information regarding products. (1)

Planning and organising activities
By following organisational procedures in providing information to clients. (1)

Working with others and in teams
By consulting with other members of the work team to ensure customer satisfaction. (1)

Using mathematical ideas and techniques
By measuring quantities to meet purchase or job requirements and by calculating volumes. (1)

Solving problems
By matching customer requirements to correct products and helping customers understand technical information. (1)

Using technology
By using a computer to access information about an animal or product. (1)