Unit of competency
Modification History
Release 2 . This is the second release of this unit of competency in the TLI Transport and Logistics Training Package.
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Release 1 . This is the first release of this unit of competency in the TLI Transport and Logistics Training Package. |
Application
This unit involves the skills and knowledge required to market international freight forwarding services to customers as part of a senior operator job role. It involves recognising and acting on opportunities to market services, maintaining contact and building relationships with customers, and forwarding customer contacts on to the sales department. No licensing, legislative or certification requirements apply to this unit at the time of publication. |
Pre-requisite Unit
Not applicable.
Competency Field
I – Customer Service
Unit Sector
Not applicable.
Elements and Performance Criteria
ELEMENTS |
PERFORMANCE CRITERIA |
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Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
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1 |
Recognise opportunities to market enterprise services to customers |
1.1 |
Services available for on-selling from the enterprise are identified |
1.2 |
Technical specifications and application of services are identified |
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1.3 |
Applicability of services are matched to customer/customer group particular requirements |
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1.4 |
Features of international freight forwarding services are explained in relation to current customer requirements |
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1.5 |
Potential associated requirements of information are explained |
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1.6 |
Customers are referred to relevant personnel or enterprise services, if required |
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2 |
Establish and maintain contact with customers |
2.1 |
Communication with customers is established and maintained to develop a business relationship |
2.2 |
Customers are informed of the full range of business services |
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2.3 |
Follow-up contacts with customers are made on customer request and in accordance with workplace procedures |
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3 |
Recognise special requirements and refer to appropriate area |
3.1 |
Special requirements are identified and discussed with customers |
3.2 |
Features of special services required, as a result of customer requests are explained |
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3.3 |
Specialised freight customers are referred to relevant personnel or enterprise services as needed |
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3.4 |
Customers are referred to the sales department as appropriate |
Foundation Skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range of Conditions
Range is restricted to essential operating conditions and any other variables essential to the work environment. |
Unit Mapping Information
This is a new unit. |
Links
Companion Volume Implementation Guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=df441c6e-213d-43e3-874c-0b3f7036d851