Elements and Performance Criteria

RANGE STATEMENT
The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.
Appropriate personnel may include:
colleagues
staff or employee representatives
supervisor/line manager
suppliers/manufacturers.
Business contacts and networks may include the following groups and individuals within them:
community groups
departments or branches of the organisation
organisations with industry linkages
organisations with similar industry functions
potential and current customers
staff or employee organisations
suppliers
technicians.
Client needs may relate to:
advice or general information
domestic, commercial or industrial interests
hours of operation
making complaints/suggestions
purchasing products and services
specific requests.
Clients may include:
clients with routine or special requests
people from a range of social, cultural or ethnic backgrounds
regular and new clients including but not limited to:
business enterprises
government agencies
suppliers.
Communication may include:
communications book
company presentations
correspondence
email
exchange of reports and information
inspections by client
personal visits
site news sheet
telephone discussions.
Company requirements may include:
code of ethics
company image
legal and organisational policies/guidelines
legislation relevant to the work or service function
legislative and regulatory requirements including:
codes of conduct
consumer law
discrimination/equal employment opportunity
environmental law
harassment and other laws specific to local government, state and federal legislation
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.
Information may be:
communicated electronically e.g. by email
contained in company databases
contained in manufacturers' specifications or information
information on products/services available including features and benefits
provided verbally
quotations/pricing estimates
written e.g. product brochures.
Products and services may include procedures for:
allocating appointments
communicating with clients
delivering products and services
responding to complaints or suggestions.
Work group members may include:
colleagues
line managers
staff
supervisors.
Written or verbal responses may include:
general advice
information on products/services available including features and benefits
quotations/pricing estimates
standard industry disclaimers.

EVIDENCE GUIDE
Critical aspects of competency
Demonstrated proactive client relationship-building skills.
Detailed knowledge of products and services and the capacity to explain to clients the features and benefits of products and services.
Ability to identify and utilise opportunities for establishing business contacts and networks.
Ability to present information in a variety of formats to a range of business contacts.
Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit of competency in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this unit are listed below.
The range of potential and actual business contacts and networks.
Establishing and maintaining effective business contacts and networks.
Range of products/services/commitments available to offer to business contacts.
Principles of time management.
Role of designated personnel in client referrals.
Sales presentation skills.
Organisational client service standards.
Importance of client service, good communication and an individual's role in delivering customer service.
Client groups.
Specific skills needed to achieve the performance criteria
To achieve the performance criteria, some complementary skills are required. These relate to the ability to:
use communication skills that assist in facilitating client relationships including:
active listening
accessing, synthesising and using information
displaying empathy tact and diplomacy
negotiation
confidence-building
assertiveness
use time management skills
use problem-solving skills
be flexible in handling variations in client needs
use language skills which allow for relationship-building with the client
use literacy skills to the level required to complete and interpret business documentation
use numeracy skills to the level required to provide accurate pricing estimates and quotations
use technology skills to complete business documentation
relate to people from a range of social, cultural and ethnic backgrounds.
Other units of competency that could be assessed with this unit
Where practical, this unit should be assessed in an integrated fashion with other appropriate units.
This unit could be assessed on its own or in combination with other competencies relevant to the job function.
Resources required to assess this unit
Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required.
The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to the following:
a suitable work area, or a simulated workplace environment, that allows for observation of client:candidate interaction
products and information utilised in the provision of promoting company services
assessment documentation forms and record books.
Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations that may include client/workplace interruptions and involvement in related activities normally experienced in the workplace.
This unit is essentially skills-based and it is expected that assessment will be largely practical (i.e. workplace-based or by simulation) in nature, supported by questioning to assess underpinning knowledge.
Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in organisational OHS policies and procedures. Assessment requires that establishing and maintaining customer relationships is done in such a way as to meet the objectives of the company and industry expectations.
Key competency levels
There are a number of processes learnt throughout work and daily life that are required in all jobs. They are fundamental processes and generally transferable to other work environments. Some of these work processes are covered by the key competencies listed below. Information provided to each question highlights how these processes are applied in this unit of competency.
The number in brackets indicates the level to which the key competency should be demonstrated.
1
Perform the process
2
Perform and administer the process
3
Perform, administer and design the process






How can information be collected, analysed and organised (2)?
Identify and utilise networking opportunities.
How can communication of ideas and information (2) be applied?
Identify and pursue business opportunities through information sharing and negotiation.
How are activities planned and organised (2)?
Organise or reorganise work tasks in relation to business contracts and/or variations to such.
How can teamwork (2) be applied?
Develop a strong work team to support the strengthening of client services.
How can the use of mathematical ideas and techniques (1) be applied?
Design work allocation and scheduling arrangements.
How can problem-solving skills (2) be applied?
Identify where business contacts and network arrangements can be enhanced.
How can the use of technology (2) be applied?
Store and retrieve client and product information and communicate via e-business communication modes.