Modification History
The version details of this endorsed unit are in the table below. The latest information is at the top.
Release |
Comments |
First Release |
New unit |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to promote loyalty programs to customers. It covers the development of relationships with customers to identify regular and new repeat customers, and customers eligible for specific loyalty programs.
Application of the Unit
This unit applies to frontline service staff and supervisors. It requires the team member to promote loyalty programs to customers and to offer loyalty rewards to specific customers according to workplace procedures.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Nil
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
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. |
1. Clarify details of loyalty programs. |
1.1.Identify and review organisational information relating to loyalty programs . 1.2.Identify customer eligibility criteria and benefits for different loyalty programs. 1.3.Identify specific terms and conditions of different loyalty programs. |
2. Promote participation in loyalty programs. |
2.1.Develop relationships with customers to identify eligibility for different loyalty programs. 2.2.Explain benefits, terms and conditions of loyalty programs to eligible customers. 2.3.Assist customers with loyalty program enrolment documentation. 2.4.Process loyalty program documentation according to workplace procedures. |
3. Offer loyalty rewards. |
3.1.Identify personal responsibility and limitations in relation to offering rewards for customer loyalty . 3.2.Identify, and develop relationships with, regular customers and offer appropriate rewards for repeat business according to store policies. 3.3.Identify, and develop relationships with, new repeat customers and offer appropriate rewards for repeat business according to store policies. |
4. Review customer responses to loyalty programs. |
4.1.Consider outcomes of loyalty program promotion to eligible customers and discuss potential for improvement with relevant staff. 4.2.Consider outcomes of offers of loyalty rewards to regular and new repeat customers and discuss potential for improvement with relevant staff. 4.3.Apply suggested improvements to build customer loyalty as directed by relevant staff. |
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
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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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure access to:
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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:
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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 individual, accessibility of the item, and local industry and regional contexts) may also be included. |
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Loyalty programs may include: |
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Developing relationships with customers may include: |
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Rewards for customer loyalty may include: |
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Unit Sector(s)
Cross-Sector
Competency Field
Client and Customer Service