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.


Privacy Act

industry codes of practice

Anti-discrimination legislation

Consumer Credit Code

customer charter


customer mail questionnaire

phone questionnaire or survey

follow-up phone calls

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

To achieve competency in this unit, a person must be able to demonstrate:

the ability to retain and enhance customer relationships through a range of organisational and interpersonal techniques, knowledge and skill
consideration of, and adaptation to, any special needs of customers, including cultural, language, race, religion, ethnic origin, socio-economic status and demographic needs

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units:
This unit may be assessed in the workplace, through journals and records, sales and retention results, and through observations of the supervisor and other appropriate organisational means.

Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:
This unit may be assessed in a simulated work environment. Assessment of performance requirements in the unit should be undertaken in an industry context

Resources required for assessment:
Assessment of this unit of competence requires access to customer records, databases and other possible technology.