Modification History
Not Applicable
Unit Descriptor
Unit descriptor |
This unit of competency specifies the outcomes required to communicate and market the sustainable services and products offered by the business to clients. It also addresses the provision of support that leads to the use of sustainable strategies, products and services by companies or individuals. This requires understanding the sustainability processes, products and policies offered by the business and applying them to the market. It also includes being able to communicate basic principles of sustainability to customers. The unit also covers the support of the enterprise's brand and 'green' credentials. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication. |
Application of the Unit
Application of the unit |
This unit of competency supports individuals responsible for communicating and marketing with customers regarding the use of sustainable products and services. |
Licensing/Regulatory Information
Refer to Unit Descriptor
Pre-Requisites
Prerequisite units |
Nil |
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 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
ELEMENT |
PERFORMANCE CRITERIA |
1. Develop understanding of sustainable solutions . |
1.1 Purpose, benefits and practices of sustainable living are identified and considered. 1.2 Current products and services are reviewed and analysed to identify their benefits and ability to provide customers with sustainable solutions. 1.3 Customer expectations, needs and wants for sustainable solutions are explored and matched to the characteristics of the business's products and services. 1.4 Costs associated with implementing sustainable solutions, including 'pay back' time, are identified and used to inform customer communications. |
2 . Plan customer communications . |
2.1 Marketing strategies, including positioning the company as a 'green' business, are reviewed and interpreted to inform customer communications. 2.2 Existing business communication approaches, targeted to the customer audience and other suppliers of products and services, are analysed for effectiveness and efficiency in communicating messages of sustainability. 2.3 Consultations and research are undertaken to identify key communication messages to engage customers and consistently convey the purpose and benefits of sustainability and the attributes of sustainable products and services. 2.4 Range of potential communication channels is identified and assessed. 2.5 Strategies to match the use of communication channels with the needs and wants of the target audience are analysed and prioritised. |
3 . Communicate with customers . |
3.1 Communication with customers is conducted in a professional manner according to standard organisational policies and procedures. 3.2 Verbal and non-verbal communication is used to develop rapport with customers during communications and service delivery. 3.3 Customer needs and reasonable requests for information are met in a timely manner and according to standard organisational policies and procedures. 3.4 Language is used clearly and precisely to communicate complex information related to the attributes and benefits of sustainable solutions. 3.5 Possible problems are identified and action is taken to minimise the effect on customer satisfaction or understanding. 3.6 Opportunities to deliver additional levels of service beyond customer's immediate request are identified and acted upon. |
4 . Model sustainable approaches within the business . |
4.1 Current organisational policies and practices are assessed to identify their contribution to a sustainable workplace. 4.2 Marketing materials that reflect business commitment to sustainability are used according to standard operating policies and procedures. 4.3 Contribution is made to the monitoring and enhancement of sustainable practices within the business. 4.4 Contribution is made to the review and development of the marketing and communications strategies of the business. |
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 |
This unit of competency could be assessed by observing at least two instances of the implementation and monitoring of integrated economic, social and environmental sustainability policies and procedures in an organisation. |
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit. In particular the person should demonstrate the ability to:
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Context of and specific resources for assessment |
Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards' requirements. Resource implications for assessment include access to:
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Method of assessment |
Assessment methods must:
This unit could be assessed on its own or in combination with other units relevant to the job function. |
Guidance information for assessment |
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support. Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed. |
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, 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. |
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Sustainable living and sustainability can be broadly defined as having three separate but inter-related components with characteristics including: |
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Key communication messages : |
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Communication channels may include: |
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Communication techniques may include: |
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Customers may include: |
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Unit Sector(s)
Unit sector |
Common |
Competency field
Competency field |