Application

This unit describes the performance outcomes, skills and knowledge required to develop product and service knowledge and provide information to customers.

This unit applies to individuals working in frontline customer service and sales roles in a diverse range of industry and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Product Knowledge

Unit Sector

Cross-Sector

Foundation Skills

Unit Mapping Information

No equivalent unit.

Assessment Conditions

Skills must be demonstrated in a services industries environment. This can be:

• an industry workplace
• a simulated industry environment.

Assessment must ensure access to:

• a product or service range
• sources of product information
• relevant documentation:

• current plain English regulatory documents distributed by government regulators outlining factors that impact provision of information for the product or service range
• price lists
• organisational policies and procedures relevant to product and service advice

• customers; these can be:

• customers in an industry workplace, or
• individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.