Elements and Performance Criteria

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 in the performance criteria is detailed below.
Information sources may include:
legislation and regulations
workplace policy and procedures
supplier or customer instructions
industry codes of practice
feedback from managers and supervisors
non-verbal communication
online or hard copy resources.
Purchaser may include:
new or repeat contacts
external and internal contacts
other businesses or end consumers serviced through business customers or directly
purchasers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Organisationpolicy may relate to:
operational procedures
acquisition and sale of products and services
management structure and communication relationships
interaction with customers
debt recovery and financial governance.
Trading history may accessed via:
manual files and reports
electronic files and reports
database
external agents.
Payment procedures may include:
direct credit
credit card
cheque
standing offers
cash
agreed means.
Relevant legislation may include:
application of GST
Australian Competition and Consumer Commission provisions
Trade Practices and Fair Trading Acts
privacy legislation
WHS
workplace relations
industry codes of practice
licence, patent or copyright arrangements
anti-discrimination law.
Techniques used to communicate may include:
speaking and listening
reading and writing
electronic media, such as email
telephone
body language
facial expression
using languages other than English including , local community languages, Indigenous languages
using forms of visual communication such as sign language
using assistive technology such as TTY.
Team members may include:
managers and supervisors
full-time, part-time, casual or contract staff
people from a range of social, cultural and ethnic backgrounds
people with varying levels of language and literacy
people with a range of responsibilities and job descriptions.
Financial risk may vary according to:
types of products and services provided
size, type and location of business
business merchandise range
strategic measurement and evaluation systems and processes
characteristics of the specific products or services
business service range.
Sales transactions may be completed:
face-to-face
on the telephone
online
by order form.
Debt recovery strategies may include:
electronic or manual forms of contact with the debtor
letters of intent
legal letters
contracted help from debt recovery agencies
alteration to trading terms
legal action
financial remedies.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identifies and accesses relevant and accurate information to confirm trading terms and credit levels for customers
consistently applies business procedures to confirm trading terms and credit levels with customers
determines financial risk to avoid debt and recognise, remove and control the risk of bad debts
identifies, describes and avoids debt exposure
consistently applies formal debt recovery strategy according to business policy and legislative requirements.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant business financial systems
relevant documentation, such as:
workplace or sample policy and procedure manuals
financial transaction dockets, slips and invoices
banking deposit forms
workplace or sample documentation in regard to credit approval processes
relevant legislation
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
a simulated role play
third-party reports from a supervisor
review of portfolio of evidence
customer feedback
written or verbal questioning to assess knowledge and understanding.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.