Unit of competency Outline
Date retreived
23/07/2026 5:48 AM AWST
23/07/2026 5:48 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.
Develop product and service knowledge for customer contact operation
Develop product and service knowledge for customer contact operation
Unit of competency
National Code
BSBCCO309A
BSBCCO309A
State Code
S8050
S8050
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
03/01/2012
Field of Education
080501 - Sales
Original Release Date
03/01/2012
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to develop knowledge of products and services in preparation for customer contact in an inbound or outbound customer contact activity.Knowledge of products and services may be used for customer liaison, presenting information or for the sales process.
Notes
Elements and Performance Criteria
1. Acquire knowledge of products and services in a specified area
- 1.1 Identify information sources about products and services in a specified area and evaluate them for reliability and validity
- 1.2 Identify purpose and use of product and service
- 1.3 Identify and evaluate key features of the products and services
- 1.4 Identify and evaluate strengths and weaknesses of the products and services
- 1.5 List relevant product and service support details
2. Evaluate the full range of products and services in a designated area of business
- 2.1 Use a range of information sources to identify the range of products and services in a designated area of business
- 2.2 Compare features, benefits, strengths and weaknesses of the range of products and services available
- 2.3 Establish relative standing of the organisation’s products and services with the alternatives to communicate differences to the buyer or user
3. Convert product and service knowledge into benefits
- 3.1 Identify features of the products and services that have potential buyer or user appeal
- 3.2 Present relevant features of the products and services as benefits to the stakeholder
- 3.3 Present benefits of the products and services within the context of organisational requirements and legislation
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.
Information sourcesmay include:
associations
catalogues
claims of competitive sales people
competitor websites
competitor sales literature
external sales data sources, such as warehouse withdrawals
internal sales data records
other company personnel
sales conventions
team members
trade association magazines
trade shows.
Products and servicesmay include:
goods
ideas
infrastructure
private and public sets of benefits.
Featuresmay include:
brand
colour
country of origin
covenant
manufacturer
product care details
safety aspects
shelf life
size
style
warnings.
Organisational requirements may include:
level of client service required
policies and procedures, which are formally documented and available for reference in the workplace.
Information sourcesmay include:
associations
catalogues
claims of competitive sales people
competitor websites
competitor sales literature
external sales data sources, such as warehouse withdrawals
internal sales data records
other company personnel
sales conventions
team members
trade association magazines
trade shows.
Products and servicesmay include:
goods
ideas
infrastructure
private and public sets of benefits.
Featuresmay include:
brand
colour
country of origin
covenant
manufacturer
product care details
safety aspects
shelf life
size
style
warnings.
Organisational requirements may include:
level of client service required
policies and procedures, which are formally documented and available for reference in the workplace.
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 ability to:
identify key features and benefits of products and services within area of business
demonstrate knowledge of organisational products and services.
Context of and specific resources for assessment
Assessment must ensure access to:
workplace information and data
information sources about an organisation’s products, services or ideas
office equipment and resources.
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:
direct questioning combined with portfolios of evidence and third-party workplace reports of onthejob performance by the candidate
observation of presentation of key features and benefits to customers in a real or simulated context
oral or written questioning to assess knowledge of features, benefits, strengths and weaknesses of organisation’s and alternative products and/or services
review of evaluation of information sources about products in a specified area
evaluation of strengths and weaknesses established for competitors’ products.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
identify key features and benefits of products and services within area of business
demonstrate knowledge of organisational products and services.
Context of and specific resources for assessment
Assessment must ensure access to:
workplace information and data
information sources about an organisation’s products, services or ideas
office equipment and resources.
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:
direct questioning combined with portfolios of evidence and third-party workplace reports of onthejob performance by the candidate
observation of presentation of key features and benefits to customers in a real or simulated context
oral or written questioning to assess knowledge of features, benefits, strengths and weaknesses of organisation’s and alternative products and/or services
review of evaluation of information sources about products in a specified area
evaluation of strengths and weaknesses established for competitors’ products.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUH51 | BSBCUE309 | Develop product and service knowledge for customer engagement operation | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D691 | BSB30211 | Certificate III in Customer Contact | Qualification |
| D690 | BSB20211 | Certificate II in Customer Contact | Qualification |