Modification History
Release |
Comment |
Release 1 |
Replaces AURC270421A Establish relations with customers Unit code updated to meet policy requirements. Licensing statement added to unit descriptor |
Unit Descriptor
Unit descriptor |
This unit of competency covers the skills and knowledge required to establish effective relations with customers. Licensing, legislative, regulatory or certification requirements may apply to this unit in some jurisdictions. Users are advised to check with the relevant regulatory authority. |
Application of the Unit
Application of the unit |
This unit of competency applies to the following and should be contextualised to the qualification to which it is being applied:
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Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Establish contact with customer |
1.1. A welcoming customer environment is maintained 1.2. Customer is greeted warmly according to enterprise policies and procedures 1.3. An effective service environment is created through verbal and non-verbal presentation according to enterprise policies and procedures |
2. Clarify specific needs of a customer |
2.1. Customer needs are determined through questioning and active listening 2.2. Customer needs are accurately assessed against the products/services of the enterprise 2.3. Customer details are documented clearly and accurately in required format |
3. Provide information and advice |
3.1. Features and benefits of products/services provided by the enterprise are described/recommended to meet customer needs 3.2. Information to satisfy customer needs is provided 3.3. Alternative sources of information/advice are discussed with the customer 3.4. Alternatives are followed up |
4. Follow up customer needs |
4.1. Further information is dispatched to customer 4.2. Gaps in available information are identified and referred to relevant persons for action |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
General knowledge of
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Evidence Guide
EVIDENCE GUIDE |
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The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for the Training Package. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:
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Context of and specific resources for assessment |
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Method of assessment |
It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other persons, subject to agreed authentication arrangements. |
Range Statement
RANGE STATEMENT |
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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, 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. |
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Business types |
Enterprise may vary in size, type and location, and in the range of merchandise and services provided and in delivery policies |
Customers |
Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and have physical and intellectual abilities. Regardless, all customers are made feel welcome, valued and, at the end of the process, satisfied. Customer contact may be face-to-face, by telephone or electronic means or in writing |
Customer service |
Customer service may include:
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Customer needs |
Customer needs may require information regarding:
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Staff |
Staff may be full-time, part-time or casual and vary in terms of training, product knowledge and in staffing levels. Staff may be operating in routine or busy trading conditions |
Information /documents |
Information/documents may include:
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Unit Sector(s)
Unit sector |
Sales and Marketing |
Co-requisite units
Not applicable.
Competency field
Competency field |
Common |