Unit of competency Outline
Date retreived
22/07/2026 3:49 PM AWST
22/07/2026 3:49 PM 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.
Provide service to customers
Provide service to customers
Unit of competency
National Code
MTMR106B
MTMR106B
State Code
W6781
W6781
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
28/09/2007
Field of Education
080501 - Sales
Original Release Date
28/09/2007
Nominal Hours
7
Description
This unit covers the skills and knowledge required to provide service to customers, and to establish and maintain good customer relations. It encompasses the key skills of identifying and satisfying basic customer requirements.
Notes
Elements and Performance Criteria
1. Acknowledge and greet customer
- 1.1. Customer is politely acknowledged on entering the workplace.
- 1.2. Customer is greeted when first contact is made.
- 1.3. Customer is offered assistance according to workplace requirements.
2. Establish customer requirements
- 2.1. Customer requirements are established by questioning, active listening and clarification of customer comments.
- 2.2. Customer needs are acknowledged.
- 2.3. Customer is referred to more experienced staff when specialist advice and/or service and products are required.
3. Convey a professional image
- 3.1. Behaviour displayed when serving customer maintains established workplace image.
4. Take orders courteously and accurately
- 4.1. Telephone is answered according to workplace requirements.
- 4.2. Orders are taken from customer by phone or face-to-face accurately and according to workplace requirements.
- 4.3. Orders are taken legibly and in the correct format.
- 4.4. Pick up or delivery time is arranged with the customer.
- 4.5. Procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs are implemented.
5. Refer customer complaints
- 5.1. Customer complaints are acknowledged and difficulty noted.
- 5.2. Complaints are courteously referred to a more senior staff member or manager.
6. Receive customer enquiries
- 6.1. Customer enquiries are received.
- 6.2. Customer enquiries are followed up in accordance with workplace requirements.
- 6.3. Customer is informed in relation to enquiry.
7. Record information from enquiries
- 7.1. Information about enquiries is recorded to workplace requirements.
RANGE STATEMENT
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.
Customers include regular or first-time visitors to the enterprise, or those making contact by telephone.
Workplace requirements may include:
enterprise ethical and customer standards
enterprise standard for greeting and thanking the customer
enterprise-specific requirements
OH&S requirements
order forms
Quality Assurance(QA) requirements
Standard Operating Procedures (SOPs)
the ability to perform the task to production requirements
work instructions.
Customer requirements may include:
advice on enterprise products and services
different cultural and ethnic needs
immediate purchase of customer-selected items.
Customer orders may be taken:
by email
by fax
by phone
face to face.
Procedures for following up customer enquiries may include:
contacting customer when additional information, product or service is available
recording in order book
referring to another staff member, butcher or manager
telephoning or writing to a supplier.
Customer complaints may include:
concerns about products
advice given
service provided by the enterprise.
Communication may include:
clear oral responses
completing workplace documentation
effective listening
interacting with people from a range of cultural, social and ethnic backgrounds
reading and interpreting workplace documentation
recognition and use of non-verbal communication strategies
recognition of cultural diversity
use of communications technology.
Range of products may include:
a range of meats (e.g. veal, beef, lamb, mutton, pork, chicken, game, venison, kangaroo, emu)
BBQ spits
dry stock
manufactured goods
smallgoods
special cuts.
Range of services may include:
coordinating with promotions
demonstrations
ingredients
recipes
taste preferences
value-added products, ingredients.
OH&S requirements may include:
enterprise OH&S policies, procedures and programs
OH&S legal requirements
Personal Protective Equipment (PPE) which may include:
coats and aprons
ear plugs or muffs
eye and facial protection
head-wear
lifting assistance
mesh aprons
protective boot covers
protective hand and arm covering
protective head and hair covering
uniforms
waterproof clothing
work, safety or waterproof footwear
requirements set out in standards and codes of practice.
Regulatory requirements may include:
Export Control Act
federal and state regulations regarding meat processing and food handling
hygiene and sanitation requirements
relevant Australian Standards
relevant regulations.
Mathematical skills may include:
following basic flow charts, mimic panels and numerically-sequenced tasks and procedures
reading and interpreting analogue and digital measures, including clocks, scales, pressure gauges, thermometers and cash registers
recognising out-of-specification, acceptable or unacceptable range on simple graphs and charts
recognition and accurate copying of numbers relating to temperature, time, volume, weight and quantity
routine simple calculations using specified fixed formulas and procedures
understanding and accurately using terms, such as hotter or cooler, heavier or lighter, slow or fast, increasing or decreasing, and lower or higher in own work
use of calculators.
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.
Customers include regular or first-time visitors to the enterprise, or those making contact by telephone.
Workplace requirements may include:
enterprise ethical and customer standards
enterprise standard for greeting and thanking the customer
enterprise-specific requirements
OH&S requirements
order forms
Quality Assurance(QA) requirements
Standard Operating Procedures (SOPs)
the ability to perform the task to production requirements
work instructions.
Customer requirements may include:
advice on enterprise products and services
different cultural and ethnic needs
immediate purchase of customer-selected items.
Customer orders may be taken:
by email
by fax
by phone
face to face.
Procedures for following up customer enquiries may include:
contacting customer when additional information, product or service is available
recording in order book
referring to another staff member, butcher or manager
telephoning or writing to a supplier.
Customer complaints may include:
concerns about products
advice given
service provided by the enterprise.
Communication may include:
clear oral responses
completing workplace documentation
effective listening
interacting with people from a range of cultural, social and ethnic backgrounds
reading and interpreting workplace documentation
recognition and use of non-verbal communication strategies
recognition of cultural diversity
use of communications technology.
Range of products may include:
a range of meats (e.g. veal, beef, lamb, mutton, pork, chicken, game, venison, kangaroo, emu)
BBQ spits
dry stock
manufactured goods
smallgoods
special cuts.
Range of services may include:
coordinating with promotions
demonstrations
ingredients
recipes
taste preferences
value-added products, ingredients.
OH&S requirements may include:
enterprise OH&S policies, procedures and programs
OH&S legal requirements
Personal Protective Equipment (PPE) which may include:
coats and aprons
ear plugs or muffs
eye and facial protection
head-wear
lifting assistance
mesh aprons
protective boot covers
protective hand and arm covering
protective head and hair covering
uniforms
waterproof clothing
work, safety or waterproof footwear
requirements set out in standards and codes of practice.
Regulatory requirements may include:
Export Control Act
federal and state regulations regarding meat processing and food handling
hygiene and sanitation requirements
relevant Australian Standards
relevant regulations.
Mathematical skills may include:
following basic flow charts, mimic panels and numerically-sequenced tasks and procedures
reading and interpreting analogue and digital measures, including clocks, scales, pressure gauges, thermometers and cash registers
recognising out-of-specification, acceptable or unacceptable range on simple graphs and charts
recognition and accurate copying of numbers relating to temperature, time, volume, weight and quantity
routine simple calculations using specified fixed formulas and procedures
understanding and accurately using terms, such as hotter or cooler, heavier or lighter, slow or fast, increasing or decreasing, and lower or higher in own work
use of calculators.
EVIDENCE GUIDE
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
The meat industry has specific and clear requirements for evidence. A minimum of three forms of evidence is required to demonstrate competency in the meat industry. This is specifically designed to provide evidence that covers the demonstration in the workplace of all aspects of competency over time.
These requirements are in addition to the requirements for valid, current, authentic and sufficient evidence.
Three forms of evidence means three different kinds of evidence - not three pieces of the same kind. In practice it will mean that most of the unit is covered twice. This increases the legitimacy of the evidence.
All assessment must be conducted against Australian meat industry standards and regulations.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Competency must be demonstrated over time and under typical operating conditions for the enterprise.
Context of, and specific resources for assessment
Assessment must occur in the workplace under normal operating conditions.
Method of assessment
Recommended methods of assessment include:
quiz of underpinning knowledge
workplace demonstration
workplace referee or third-party report of performance over time.
Assessment practices should take into account any relevant language or cultural issues related to Aboriginality or Torres Strait Islander, gender, or language backgrounds other than English. Language and literacy demands of the assessment task should not be higher than those of the work role.
Guidance information for assessment
A current list of resources for this unit of competency is available from MINTRAC www.mintrac.com.au or telephone 1800 817 462.
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
The meat industry has specific and clear requirements for evidence. A minimum of three forms of evidence is required to demonstrate competency in the meat industry. This is specifically designed to provide evidence that covers the demonstration in the workplace of all aspects of competency over time.
These requirements are in addition to the requirements for valid, current, authentic and sufficient evidence.
Three forms of evidence means three different kinds of evidence - not three pieces of the same kind. In practice it will mean that most of the unit is covered twice. This increases the legitimacy of the evidence.
All assessment must be conducted against Australian meat industry standards and regulations.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Competency must be demonstrated over time and under typical operating conditions for the enterprise.
Context of, and specific resources for assessment
Assessment must occur in the workplace under normal operating conditions.
Method of assessment
Recommended methods of assessment include:
quiz of underpinning knowledge
workplace demonstration
workplace referee or third-party report of performance over time.
Assessment practices should take into account any relevant language or cultural issues related to Aboriginality or Torres Strait Islander, gender, or language backgrounds other than English. Language and literacy demands of the assessment task should not be higher than those of the work role.
Guidance information for assessment
A current list of resources for this unit of competency is available from MINTRAC www.mintrac.com.au or telephone 1800 817 462.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| E1749 | MTMR106A | Provide service to customers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| D9046 | MTMR106C | Provide service to customers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W301 | MTM10207 | Certificate I in Meat Processing (Meat Retailing) | Qualification |
| W312 | MTM30807 | Certificate III in Meat Processing (Meat Retailing) | Qualification |