Elements and Performance Criteria

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 candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Industry products and services may include:
competitor products and services
complementary products and services
emerging products and services
historical products and services
organisation's products
specified range of products and services within an organisation's offerings
Authoritative sources may include:
authorised suppliers
industry associations
industry conferences
recognised industry media sources
Product and service documentation may include:
colleagues' knowledge
consumer reports
industry reports
marketing data
operational guidelines
sales figures
Information may include:
competitive features of products or services
cost and production data
distribution processes
innovations
problems with products or services
product trends
sales records (monthly forecasts, targets achieved)
sales trends
Organisational requirements may include:
access and equity principles and practice
confidentiality and security requirements
defined resource parameters
ethical standards
filing and documentation storage processes
goals, objectives, plans, systems and processes
legal and organisational policies, guidelines and requirements
OHS policies, procedures and programs
payment and delivery options
pricing and discount policies
quality and continuous improvement processes and standards
quality assurance and/or procedures manuals
replacement and refund policy and procedures
who is responsible for products or services
Product and service issues may include:
customer delivery
faults
market share data
organisational product knowledge
production down-time
sales figures
Promotional activities may include:
advertisements
client functions
employee functions
media announcements
product launches
web pages
Verifiable customer feedback sources may include:
audit documentation and reports
complaints
customer satisfaction questionnaires
lapsed clients
quality assurance data
returned goods
service calls

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.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
assessing and reporting on customer satisfaction
identifying commercial characteristics of products and services
knowledge of product and service standards and best practice models.
preparing and structuring advice on products and services
researching market availability of products and services.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of promotional strategies
examples of documents relating to customer service standards and policies.
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:
analysis of responses to case studies and scenarios
assessment of written reports
demonstration of techniques
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
evaluation of promotional activities plans
observation of performance in role plays
observation of presentations
oral or written questioning to assess knowledge of promotional strategies and sources of product information
review of documentation outlining information on products and services
review of products and services recommendations.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
sales and/or customer service units.