Unit of competency Outline
Date retreived
23/07/2026 9:16 PM AWST
23/07/2026 9:16 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Promote loyalty programs
Promote loyalty programs
Unit of competency
National Code
SIRXCCS203
SIRXCCS203
State Code
WD949
WD949
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
01/02/2013
Field of Education
080399 - Business And Management, N.e.c.
Original Release Date
01/02/2013
Nominal Hours
10
Description
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.
Notes
Elements and Performance Criteria
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.
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.
Loyalty programs may include:
cash back cards
exclusive events or services
instant rewards cards
loyalty points cards
VIP member cards
vouchers.
Developing relationships with customers may include:
active listening
developing trust
encouraging expression of preferences
establishing rapport
face-to-face or telephone contact with customers
nonverbal communication
speaking clearly and concisely
using language that is appropriate, open and inclusive.
Rewards for customer loyaltymay include:
discounted prices
free gifts
invitations to special events.
Loyalty programs may include:
cash back cards
exclusive events or services
instant rewards cards
loyalty points cards
VIP member cards
vouchers.
Developing relationships with customers may include:
active listening
developing trust
encouraging expression of preferences
establishing rapport
face-to-face or telephone contact with customers
nonverbal communication
speaking clearly and concisely
using language that is appropriate, open and inclusive.
Rewards for customer loyaltymay include:
discounted prices
free gifts
invitations to special events.
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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identifies eligibility, benefits, terms and conditions of different loyalty programs
explains loyalty programs to eligible customers
assists customers in completing and processing loyalty program documentation
offers formal and informal rewards to customers within scope and limitation of own role
suggests improvements to loyalty programs and implements changes as directed.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated retail work environment
an organisational loyalty program, including:
customer eligibility criteria
customer benefits
customer promotional information
program operating guidelines for staff
specific terms and conditions
new and repeat customers.
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:
observation of performance in the workplace
role play
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identifies eligibility, benefits, terms and conditions of different loyalty programs
explains loyalty programs to eligible customers
assists customers in completing and processing loyalty program documentation
offers formal and informal rewards to customers within scope and limitation of own role
suggests improvements to loyalty programs and implements changes as directed.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated retail work environment
an organisational loyalty program, including:
customer eligibility criteria
customer benefits
customer promotional information
program operating guidelines for staff
specific terms and conditions
new and repeat customers.
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:
observation of performance in the workplace
role play
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
No information
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