Modification History
Not Applicable
Unit Descriptor
Unit descriptor |
This unit covers the process of providing advice on hardware products and defines the standard required to: advise customers as to the range of products available for their specific application/environment; engage with and give advice to customers; ensure that the advice, product type, application and suitability are understood by the customer; encourage add on sales; organise the demonstration of products; represent the enterprise in a professional manner when dealing with customers. |
Application of the Unit
Application of the unit |
This unit will be carried out with limited supervision within enterprise guidelines and legislation. |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Not Applicable
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Identify customer needs |
1.1. Appropriate interpersonal skills are used to accurately identify customer needs. 1.2. Customer enquiries are handled courteously and promptly in accordance with enterprise procedures and industry requirements. 1.3. Available products are matched to customer needs. 1.4. Knowledge and understanding of hardware products is actively and regularly researched and updated from authoritative sources. |
2. Provide product advice |
2.1. Advice that addresses customer needs is provided to customers in a timely and professional manner. 2.2. Products that may meet customer needs are appropriately exhibited to customer. 2.3. Alternative and additional products and services are suggested as necessary. 2.4. Customers concerns and questions are addressed sensitively in line with enterprise requirements. |
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 |
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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, 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 |
The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:
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Context of and specific resources for assessment |
Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances. |
Range Statement
RANGE STATEMENT |
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The range statement relates to the unit of competency as a whole. |
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Advice may include: |
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Unit Sector(s)
Unit sector |
Merchandising and sales |
Co-requisite units
Co-requisite units |
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Competency field
Competency field |