Unit of competency details

BSBCUS402B - Address customer needs (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 28/Nov/2011

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to BSBCUS402 - Address customer needsUpdated to meet Standards for Training Packages 24/Mar/2015
Supersedes and is equivalent to BSBCUS402A - Address customer needsThis unit replaces BSBCUS402A Address customer needs. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. 27/Nov/2011

Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
SFI11 - Seafood Industry Training PackageSeafood Industry Training Package 1.1-2.2 
RGR08 - Racing Training PackageRacing Training Package 1.1-2.0 
MTM11 - Australian Meat Industry Training PackageAustralian Meat Industry Training Package 3.0-4.0 
MSF - Furnishing Training PackageFurnishing Training Package 1.0-1.3 
LMT07 - Textiles, Clothing and Footwear Training PackageTextiles, Clothing and Footwear Training Package 4.1 
ICT10 - Integrated Telecommunications Training PackageIntegrated Telecommunications Training Package 3.0 
HLT07 - Health Training PackageHealth Training Package 5.0-5.1 
FPI11 - Forest and Forest Products Training PackageForest and Forest Products Training Package 1.1-2.3 
FNS10 - Financial Services Training PackageFinancial Services Training Package 5.0-5.1 
DEF - Defence Training PackageDefence Training Package 1.0 
CPC08 - Construction, Plumbing and Services Training PackageConstruction, Plumbing and Services Training Package 8.0-9.1 
BSB07 - Business Services Training PackageBusiness Services Training Package 6.0-9.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
SFI50411 - Diploma of Fisheries ComplianceDiploma of Fisheries Compliance 2-3 
RGR40508 - Certificate IV in Racing Services (Racing Administration)Certificate IV in Racing Services (Racing Administration) 2-3 
MTM40411 - Certificate IV in Meat Processing (General)Certificate IV in Meat Processing (General) 4-6 
MTM40111 - Certificate IV in Meat Processing (Leadership)Certificate IV in Meat Processing (Leadership) 3-4 
MSF40413 - Certificate IV in Glass and GlazingCertificate IV in Glass and Glazing 1-2 
MSF40313 - Certificate IV in Design of Kitchens, Bathrooms and Interior SpacesCertificate IV in Design of Kitchens, Bathrooms and Interior Spaces 
LMT60507 - Advanced Diploma of Fashion and Textiles MerchandisingAdvanced Diploma of Fashion and Textiles Merchandising 
LMT50607 - Diploma of Fashion and Textiles MerchandisingDiploma of Fashion and Textiles Merchandising 
LMT41207 - Certificate IV in Fashion and Textiles MerchandisingCertificate IV in Fashion and Textiles Merchandising 
ICT40313 - Certificate IV in Telecommunications Radio CommunicationsCertificate IV in Telecommunications Radio Communications 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  12/Apr/2012 
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Modification History

Release 

Comments 

Release 1

This version first released with BSB07 Business Training Package version 6.0.

Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures.

Replaces BSBCUS402A Address customer needs

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed. The customer relationship would typically involve direct interaction a number of times over an extended period.

This unit is appropriate to workers who are expected to have detailed product knowledge in order to recommend customised solutions. They would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.

Application of the Unit

This unit applies to workers required to be familiar with a product and service that varies widely and is capable of significant customisation.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

Element 

Performance Criteria 

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

1. Assist customer to articulate needs

1.1 Ensure customer  needs are fully explored, understood and agreed

1.2 Explain and match available services and products to customer needs

1.3 Identify and communicate rights and responsibilities of customers  to the customer as appropriate

2. Satisfy complex customer needs

2.1 Explain possibilities for meeting customer needs

2.2 Assist customers to evaluate service and/or product options to satisfy their needs

2.3 Determine and prioritise preferred actions

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

3. Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication  with customers

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer, and the products and services  available

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

3.5 Maintain records of customer interaction in accordance with organisational procedures 

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills 

  • communication skills to relate to people from diverse backgrounds and people with diverse abilities.
  • information management skills to summarise information verbally and non-verbally
  • literacy and numeracy skills to:
  • interpret product and service features or sales data
  • read a variety of texts to prepare general information and papers
  • summarise information obtained from a variety of verbal and non-verbal sources
  • write formal and informal text
  • numeracy skills to analyse data, and to compare time lines and promotional costs against budgets
  • problem-solving skills to develop solutions unique to a customer
  • self-management skills to:
  • comply with policies and procedures
  • seek learning and development opportunities.

Required knowledge 

  • key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
  • anti-discrimination legislation
  • ethical principles
  • codes of practice
  • privacy laws
  • environmental issues
  • occupational health and safety
  • organisational procedures and standards for customer service relationships
  • detailed product and service knowledge which may:
  • be of significant breadth so as to propose alternative products and services, or
  • of significant depth so as to propose variations within a limited product and service range.

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 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the following is essential:

  • assisting customers to articulate their needs
  • documenting processes used and customer satisfaction with the products/services offered
  • assisting customers to address their needs.

Context of and specific resources for assessment 

Assessment must ensure:

  • access to an actual workplace or simulated environment
  • access to office equipment and resources
  • examples of products/services and promotional strategies.

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 review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
  • review of documentation prioritising preferred actions
  • analysis of responses to case studies and scenarios
  • demonstration of techniques
  • observation of presentations
  • assessment of written reports
  • evaluation of communication established with customers
  • review of customer interaction records.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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  may include:

  • customers with routine or specific requests
  • in person, computer-based and telephone customers
  • internal and external customers
  • people from a range of social, cultural or ethnic backgrounds
  • people who may be unwell, drug affected or emotionally distressed
  • people with varying physical and mental abilities
  • regular and new customers.

Rights and responsibilities of customers  may include:

  • fulfilment of external obligations
  • informed consent.

Effective regular communication  may include:

  • giving customers full attention
  • handling sensitive and confidential issues
  • maintaining eye-contact (for face-to-face interactions), except where eye-contact may be culturally inappropriate
  • speaking clearly and concisely
  • using active listening techniques
  • using appropriate language and tone of voice
  • using clearly written information/communication
  • using non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
  • using open and/or closed questions.

Products and services  may include:

  • either products or services
  • goods
  • ideas
  • infrastructure
  • private or public sets of benefits.

Organisational procedures  may include:

  • procedural manuals
  • quality systems, standards and guidelines.

Unit Sector(s)

Stakeholder Relations – Customer Service

Custom Content Section

Not applicable.

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