Level 1

CVQ Occupational Standard in

Customer Service

The National Training Agency

The Villa,
St. George’s
GRENADA

Phone: 1 -473 -435-9092/9093

Fax: 1-473-435-9094
E-mail:executive@grenadanta.gd
Website: www.grenadanta.gd
 CVQ

ACKNOWLEDGEMENT

The Grenada National Training Agency would like to thank the following for their contribution
in vetting this document.

Members of the Customer Service Level 1lead body.

Name Organisation
Beverley Grey - Grey’s Typing and Computer Services

Carla Sylvester - Better Communication

Raphael Sylvester - La Sagesse Natural Works

Gary Louison - LIME

David Barimah - Her Majesty’s Prisons

Asif Jasat - Grenada Electricity Service (GRENLEC)

Eudine Robertson - Coyaba Beach Resort

Carol O’ Farel - New Life Organsation (NEWLO)

Yvette Payne - T.A Marryshow Community College (TAMCC)

 CVQ

INTRODUCTION

The Grenada National Training Agency (GNTA) as empowered by the GCTVET Act of 2009 is
the agency mandated to co-ordinate, facilitate and enable the development and growth of
Technical and Vocational Education and Training in Grenada Carriacou and Petite Martinique.

The Agency through modes of training intervention intends to help in ensuring that there exists a
supply of trained and skilled workers to service labour market needs and thereby contribute to
higher levels of productivity in the Grenadian economy. The organisation by way of policy
seeks to have developed and approved occupational standards derived from industry
specifications and to guide the training, assessment and certification within the Grenada TVET
System.
The Grenada Council for Technical Vocational Education and Training (GCTVET) created by an
ACT of parliament in 2009 is empowered to approve standards for the award certification
leading to Caribbean Vocational Qualification (CVQ’s) and National Vocational Qualification
(NVQ’s).
The GNTA has established industry lead groups responsible for vetting standards as well as
specifying and recommending standards to be approved.

ABOUT THIS STANDARD

This is a Regional Occupational Standard that has been approved for training and certification in
CARICOM territories.
This standard was adapted and approved by the Grenada Council for Technical Vocational
Education and Training (GCTVET) on 22nd August, 2013.
There are some minor modifications made to accommodate the local context; however the
overall content of the document is unchanged.
 CVQ

QUALIFICATION OVERVIEW

The CVQ Level 1 in Customer Service is for individuals whose customer service or human
relations role requires well developed behavioural competencies but whose scope for
independent decision making and for bringing about change is limited and operate under
supervision.

They are likely to be in roles where they are required:

● To type and copy routine documents

● To quality customer service
● To sell products and services
● To fulfil customer requests
● To follow occupational health and safety procedures
● To use business equipment

Normally persons working at Level 1 should be able to competently carry out simple and routine
work activities and to collaborate with others through groups and teams. The qualification covers
competencies by providing Customer Service Level 1 such as being able to understand and carry
out components of customer service.

Relevant occupations include:

● Help desk operator

● Assistant Salesperson

The holders of this qualification will demonstrate a range of personal presentations and
demonstrations of team work skills and literacy skills. To achieve this qualifications all core
units must be achieved. Any elective completed will be awarded unit statement of competency.
The nominal training hours are a guide for planning the delivery of training programmes.
 CVQ

Please note that certification can be gained through formal training or on the job experience by
scheduling assessments with the Grenada National Training Agency (GNTA) certified assessors.
CVQ

Competency Standards for Caribbean Vocational Qualifications (CVQ)

CCITC10207 Level I in Customer Service

Unit Code Unit Title Core/Elective Hours
ITICOR0041B Communicate in the workplace Core 10
ITCCOR0021B Follow occupational health and safety procedures Core 10
BSBCOR0101B Work effectively in a business environment Core 20
ITCCOR0041B Contribute to the productive relationship with customers Core 10
ITCCOR0051B Conduct outbound contact operations Core 20
ITCCOR0061B Process basic customer account enquiries Core 20
ITCCOR0071B Process sales Core 20
ITCCOR0081B Sell products and services Core 20
ITCCOR0101B Conduct data collection Core 20
BSBBAD0031A Use business equipment Core 20
BSBBAD0671A Type and copy routine documents Core 15
ITCCOR0091B Provide quality customer service Core 10
ITCCOR0121B Fulfil customer requests Core 20
ITCCOR0131B Use telecommunication technology in making/ receiving calls Core 20
ITCCOR0151B Organize work priorities and development Core 10
ITICOR0211A Use an enterprise information system Core 20
ITICOR0221A Use basic computer technology to process data Core 20
ITICOR0231A Operate a personal computer Core 20
ITIDBO0251A Operate database application (basic) Core 20
ITICOR0241A Operate a word processing application (basic) Core 20
BSBCOR0011A Prepare for work Core 10
BSBCOR0161A Handle telephone calls Core 25
ITICOR0271A Send and retrieve information via Internet Core 20
ITICOR0471A Access the internet Core 20
ITCCCO0231B Process low risk credit applications Elective 20
BSBBAD0681A Locate and store files in a paper- based system Elective 20
ITCCCO0321B Set up customer account Elective 20
BSBCOR0091A Receive visitors Elective 20
BSSREO0021A Apply point of sale handling procedures Elective 20
BSBBAD0711A Organise the copying and collating of documents Elective 10
BSSREO0091A Merchandise products Elective 36
ITIDAT0171A Operate a spreadsheet application (basic) Elective 20
BSSREO0131A Perform stock control procedures Elective 15
FNBFIN0701A Prepare and bank financial receipts Elective 15
BSBBAD0212A Process mail Elective 30
BSBBAD0612A Perform Cashiering Elective 30
BSBSBM0012A Craft personal entrepreneurial strategy Elective 50
BSBBAD0632A Maintain and issue stock items Elective 30
CVQ

CCITC1020 7 Level I in Customer Service (Cont’d.)

Unit Code Unit Title Core/Elective Hours

ITCCCO0252B Respond to inbound customer contact Elective 20
ITCFIN0012A Process customer accounts Elective 20
ITCCCO0142B Manage customer relationships Elective 20
BSSREO0332A Perform retail finance duties Elective 27
BSSREO0212A Apply store security systems and procedures Elective 36
ITCCCO0262B Process general enquiries and provide assistance to Elective 20
customers
ITCFIN0022A Administer card services Elective 20
BSBBAD0332A Prepare and process financial/business documents Elective 25

To achieve this qualification ALL Mandatory competency standards and a minimum of any two (2) Level 1
and any one (1) Level 2 electives must be achieved.

Nominal Training Hours (Institutional Delivery) include total hours of Core competencies and Electives
selected.

Legend to Unit Code

Example: ITCCCO0252A

IT C CCO 025 2 A

Industry Version Control

Sector National Qualification Level

Sub-sector Competency Number

Key: COR – Core; CCO Call Contact Operations; BAD – Business Administration; REO – Retail
Operations; FIN – Finance; DAT – Data Operation; SBM – Small Business Management;
BSB – Business Services (Business); ITI Information Technology (Information)
ITC – Information Technology (Communication); FNB – Financial Services (Business) ; BSS
– Business Services (Service)
CVQ

ITICOR0041B Communicate in the workplace

ITICOR0041B: Communicate in the workplace

Competency Descriptor: This unit deals with the skills and knowledge required to promote
professional client support through verbal and non-verbal
communication. This unit applies to all individuals working in the
information and communication industry.

Competency Field: Communication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Establish contact with clients 1.1 Requests and inquiries from clients are received in a
polite and courteous manner.

1.2 An effective service environment is created through

verbal and non -verbal communication.

1.3 Questioning and active listening are used to determine

client support needs.

2. Process information 2.1 Inquiries are answered pr omptly.

2.2 Requests are referred to appropriate personnel.

2.3 Messages or information are recorded and passed on

appropriately.

2.4 Clients are informed of the process and progress of

action.

2.5 Follow-up action is taken according to organis ational

policy if required.

RANGE STATEMENT
This unit applies to the activities associated with the essential operations linked to communicating in the
workplace and applies to all individuals in the information and communication industry .

Organisational policies and standards may include

but not limited to: job descriptions/responsibilities
service standards
policies and procedures relating to answering organisational code of conduct
client support enquires
policies and procedures relating to answering
telephone , writing messages and on -line
enquires
CVQ

ITICOR0041B Communicate in the workplace

Communication may include but not limited to: Verbal communication may include but not limited
to:
communicating with external clients and
internal clients including team members, answering enquiries from clients
supervisors and management use of voice mail
enquires related to routine client support needs requests from colleagues
informal discussions
clarifying and recording information and does
not involve technical problem solving

Internal correspondence may include but not limited

to:

memos
electronic mail
bulletin boards

EVIDENCE GUIDE
Assessment must confirm the ability to adhere to organisational policies in regard to external and internal
client contact and the policies for processing of internal and external requests are followed .

(1) Critical Aspects of Evidence

It is essential that competence is observed in the following aspects:

communicate information about work activities and processes

receive and convey information accurately
interact with other team members
demonstrate literacy in relation to work requirements
communicate effectively with clients
record and document information

(2) Pre -requisite Relationship of Units

The pre-requisite for this unit is:

Nil
CVQ

ITICOR0041B Communicate in the workplace

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

organisation’s policies, procedures and apply questioning and active listening

code of conduct techniques
general OH&S principles and use problem solving skills for a defined
responsibilities range of predictable problems
spelling, grammar and punctuation demonstrate basic negotiation skills in
principles of effective communication i n relation to other team members
relation to listening, questioning and provide basic customer service
non-verbal communication convey meaning clearly, concisely and
coherently
communicate non -verbally in a clear and
precise manner
demonstrate literacy skills in regard to
basic workplace documents

(4) Resource Implicati ons

The following resources should be provided:

Work environment (simulated or actual enterprise)

(5) Method of Assessment

Competency shall be assessed while work is undertaken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Competencies in this unit may be determined concurrently. Assessment must be in accordance

with the performance criteria.

Simulated activities must closely reflect the workplace and may need to take place over a peri od
of time.

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support t his.
CVQ

ITICOR0041B Communicate in the workplace

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualification Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes process
quality using given Establishes criteria for evaluation
criteria

Collect, analyse and organise information Level 1

Communicate ideas and information Level 2
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCOR0021B: Follow occupational health and safety policy and procedures

ITCCOR0021B: Follow occupational health and safety procedures

Competency Descriptor:
This unit applies to occupational health and safety competencies for
employees without supervisory responsibility. This includes school-based
workers, entry -level workers, trainees and apprentices. This competency
complements, and is applicable in combination with other industry or
enterprise-specific competencies.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Follow workplace procedures 1.1 Hazards in the work area are recognised and reported to
for hazard identification and designated personnel according to workplace procedures.
risk control

1.2 Workplace procedures and work instructions for controlling

risks are followed accurately.

1.3 Workplace procedures for dealing wi th accidents, fires and

emergencies are followed whenever necessary within
scope of responsibilities and competencies.

2. Contribute to the 2.1 Occupational health and safety issues are raised with
management of occupational designated personnel in accordance with workplace
health and safety procedures and relevant occupational health and safety
legislation.

2.2 Participative arrangements for occupational health and

safety management in the workplace are contributed to
within organisational procedures and scope of
responsibilities and competencies.
CVQ

ITCCOR0021B: Follow occupational health and safety policy and procedures

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's particular role and function or workplace.

Designated personnel include but not limited to:

supervisors
managers
team leaders
management occupational health and safety
personnel

other persons authorised or nominated by the

enterprise or industry to:

perform specified work

approve specified work
inspect specified work
direct specified work

Workplace procedures may be formally documented or communicated verbally and may include but not
limited to procedures which are:

general to the management of the enterprise, Occupational health and safety requirements
such as job procedures and work instructions include but not limited to:

specific to occupational health and safety, such as: occupational health and safety regulations and
codes of practice including regulations and
specific hazards emergency codes of practice relating to hazards present in
response consultation and the workplace or industry
participation general duty of care under occupational health
occupational health and safety issue and safety regulations and codes of practice
resolution provisions relating to roles and responsibilities
-identifying hazards, for example, inspections of health and safety representati ves and/or
assessing risks occupational health and safety committees
controlling risks provisions relating to occupational health and
use of personal protective equipment safety issue resolution
reporting occupational health and safety issues
CVQ

ITCCOR0021B: Follow occupational health and safety policy and procedures

Hazard identification and risk control include but not

limited to:

checking equipment or the work area before

work commences and during work
workplace inspections
housekeeping

Participative arrangements include but not limited

to:

formal and informal meetings which include

occupational health and safety
occupational health and safety committees
other committees, for examp le, consultative,
planning and purchasing
health and safety representatives
suggestions, requests, reports and concerns
put forward by employees to management

EVIDENCE GUIDE
Competency is to be demonstrated by following health and safety po licy and procedures in accordance
with the performance criteria and the range listed within the range of variable statements.

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

demonstrated ability to recognise and report hazards to designated personnel

demonstrated ability to accurately follow workplace procedures relevant to controlling risks in
the workplace
demonstrated ability to communicate

(2) Pre -requisite Relationship of Units

Nil
CVQ

ITCCOR0021B: Follow occupational health and safety policy and procedures

(3) Underpinning Knowledge and Skills

Knowledge
Knowledge of:

rights and responsibilities of the workplace parties under occupational health and safety acts,
regulations and codes of practice
the ways in which occupational health and safety is managed in the work place, and activities
required under occupational health and safety legislation, for example:
policies
procedures
plant and equipment maintenance
hazard identification
risk assessment and control
occupational health and safety instruction
training and provision of occupational health and safety information
hazards that exist in the workplace
the preferred order of ways to control risks (known as the hierarchy of control)
procedures relevant to the work being undertaken, including procedures for:
recognising and reporting on hazards, for example, work area inspections
work operations to control risks, for example, permit to work systems and isolation
procedures
responding to accidents, fires and emergencies
raising occupational health and safety issues
employee participation in occupational health and safety management, for example,
consultative or occupational health and safety committees and joint employer/employee
inspections
the meaning of occupational health and safety symbols found on signs and labels in the
workplace
designated personnel responsible for occupational health and safety

Skills
The ability to:

read and write at a level where basic workplace documents are understood and presented
employ questioning and active listening to confirm informati on
display plain English literacy and communication skills in relation to dealing with clients and
team members
employ problem solving skills for a defined range of predictable problems
follow health and safety procedures in the telecommunication industry
identify and document major causes of accidents relevant to the work environment
deal appropriately with security risks and emergencies
disseminate information on safety and policies
access information on OH&S requirements and guidelines
CVQ

ITCCOR0021A: Follow occupational health and safety policy and procedures

(4) Resource Implications

Assessment of this unit requires access to:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies
information technology
relevant occupational health and safety acts, re gulations and codes of practice
enterprise occupational health and safety policies and procedures
personal protective equipment
relevant work areas for identification of hazards and control measures

Information and/or documents including but not limited t o:

details of the established organisational occupational health and safety system

relevant policies, procedures and programs
information about the rights and responsibilities of the workplace parties under occupational
health and safety acts, regulations and codes of practice
information on hazards and risks relevant to the workplace

(5) Method of Assessment

Competence in this unit needs to be assessed using formative assessment to ensure consistency
of performance in a range of contexts.

This compet ency can be assessed in the workplace or in a simulated environment. Assessment
of this unit of competence will usually include observation of real or simulated work processes
and procedures, quality projects and questioning on underpinning knowledge and s kills.

Competency is to be assessed through practical demonstration of Occupational Health and

Safety as relevant to the work environment. Peers and supervisors may be questioned for
obtaining information on the extent and quality of the contribution made .

Simulated activities must closely reflect the workplace and may need to take place over a period
of time.
CVQ

ITCCOR0021A: Follow occupational health and safety policy and procedures

(6) Context of Assessment

Work is carried out under direct supervision.

An individual demonstrating these competencies would be able to:

demonstrate knowledge by recall in a narrow range of areas

demonstrate basic practical skills, such as the use of relevant safety equipment
perform a sequence of routine tasks given clear direction
receive and pass on messages/information

This competency can be assessed in the workplace or in a simulated environment .

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages proc ess Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBCOR0101 B Work effectively in a business environment

BSBCOR0101B : Work effectively in a business environment

Competency Descriptor: This unit deals with the skills and knowledge required to work
effectively within a commercial or business environment. It includes
identifying the rights and responsibilities of employees and employers,
and conducting business in accordance with the organisational goals,
values and standards.

Competency Field: Business Administration Service

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Work within organisational 1.1 Documents outlining organisational requirements are
requirements located, read and any uncertainties are clarified with
appropriate persons.

1.2 All work reflects a current working knowledge and

understanding of employees and employers rights and
responsibilities.

1.3 All work undertaken reflects understanding and compliance

with relevant duty of care, legal responsibilities and
organisational goals and objectives.

1.4 Standards and values considered to be detrimental to the

organisation are identified and questioned through
established communication channels.

1.5 Behaviour, which contributes to a safe work environment, is

identified and practised.

2. Determine future work/career 2.1 Personal work goals are identified and prioritised in
directions accordance with organisati onal requirements and future
career plans.

2.2 Personal values and attitudes regarding work and business

are taken into account when planning future work/career
directions.
2.3 Additional skills required are identified and addressed.
CVQ

BSBCOR0101 B Work effectively in a business environment

RANGE STATEMENT
The Range Statement provides advice to interpret the scope and context of this unit of competence,
allowing for differences between enterprises and workplaces. It relates to the unit as a whole and
facilitates holistic assessment. The following variables may be present for this particular unit.

Legislation, codes and national standards relevant to the workplace, which may include:

relevant legislation from all government agencies that affect business operation, especially in regard
to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations
and anti-discrimination
relevant industry codes of practice

Appropriate persons may include: Organisation’s requirements may be included in :

those who have the authority to adjust plans goals, objectives, plans, systems and
supervisors processes
colleagues legal and organisation policy/guidelines and
external organisations requirements
line management staff business and performance plans
access and equity principles and practice
anti-discrimination and related policies
ethical standards
quality standards and processes for and
continuous improvement
Occupational Health and Safety policies,
procedures and programs

Rights and responsibilities of employees may relate Rights and responsibilities of employers
to: include:

attendance The responsibility of providing a safe environment

punctuality free from discrimination and sexual harassment
obeying lawful orders
confidentiality and privacy of enterprise, client The right to dismiss an employee if he /she:
and colleague’s information
safety and care with respect to Occupational commit a criminal offence
Health and Safety causes an accident through negligence
knowing the terms and conditions of own or carelessness
employment commit acts of disloyalty such as
the right to union representation revealing confidential information
protection from discrimination and sexual
harassment
CVQ

BSBCOR0101 B Work effectively in a business environment

Behaviour which contributes to a safe work The organisation’s goals and objectives may be:
environment may include:
Stated or implied by the way the organisation
discussing and negotiati ng problems and conducts its business including:
tasks with other team members
solving problems as a team sharing organisational values and behaviours
knowledge and skills identifying and flexibility, responsiveness, financial
reporting any risks or hazards performance
using business equipment according to work procedures and/or procedures manua ls
guidelines people management
listening to the ideas and opinions of others interpersonal communication
in the team business planning
marketing and customer service

Additional skills may be acquired by: Advice may include:

on-the-job coaching or mentoring formal/informal performance appraisals

additional responsibilities obtaining feedback from supervisors and
presentations/demonstrations colleagues
formal course participatio n personal, reflective behaviour strategies
work experience career counselling
involvement in professional networks

EVIDENCE GUIDE
The Evide nce Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm
competence for this unit. This is an integral part of the assessment of competence and should be read in
conjunction with the Range Statement.

(1) Critical Aspects of Evidence

Ability to identify, locate and express the organisation’s requirements including goals and
values
Work reflects the relationship between own role and organisational requirements
Own future career plans are developed
Workplace procedures for upholding employee and employer rights and responsibilities can
be identified and clearly explained

(2) Pre-requisite Relationship of Units

Nil
CVQ

BSBCOR0101 B Work effectively in a business environment

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

relevant legislation from all gover nment identify work requirements and
agencies that affect business process basic, relevant workplace
operation, especially in regard to documentation
Occupational Health and Safety and request advice, receive feedback and
environmental issues, equal work with a team
opportunity, industrial relations and develop future career goals
anti-discrimination solve routine problems in the
organisation’s policies, plans and workplace while under direct
procedures and how to access them supervision.
terms and conditions of employment select and use technological skills
the types of actions which uphold the relate to people from a range of socia l,
organisation’s image cultural and ethnic backgrounds
how to use information systems to
source and access new learning
opportunities

(4) Resource Implications

The learner and trainer should have access to appropriate documentation and resources
normally used in the workplace

(5) Method of Assessment

Competency should be assessed while work is being done under direct supervision with regular
checks, but may take the form of some autonomy when working as part of a team, in order to
achieve outcomes within time.

(6) Context of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide,
and within the scope as defined by the Range Statement.

Assessment must take account of the endorsed assessment guidelines in the Business
Competency Standards.

Assessment of performance requirements in this unit should be undertaken in an actual

workplace or simulated environment.

Assessment should reinforce the integration of the critical employability skills and the Busi ness
Services Common Competencies for the particular NQV - J Level. Refer to the Critical
Employability Skills at the end of this unit.
CVQ

BSBCOR0101 B Work effectively in a business environment

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
Carries out established Manages process Establishes principles and
proce sses Selects the criteria for the procedures
Makes judgement of evaluation process Evaluates and reshapes
quality using given criteria process
Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCOR0041B: Contribute to the productive relationship with customers

ITCCOR0041B: Contribute to the productive relationship with

customers
Competency Descriptor:
This unit it applies to identifying and satisfying customer needs
and expectations in a positive and professional manner. It
encompasses the full scope of contact centre customer contact.

Competency Field: Communication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Respond to the service needs 1.1 Customers are deal t with in a polite and helpful manner.
of customers

1.2 Stressful situations are appropriately handled.

1.3 Queries are responded to in a manner that provides

satisfaction to the customer.

1.4 Procedures applied in dealing with customers’ needs result

in desired outcome.

1.5 Sensitive information is communicated with discretion.

2. Identify Customers’ needs 2.1 Contact is promptly established with the customer.

2.2 Customer is given appropriate opportunity to relate his/her

needs.

2.3 Questions are structured and sequenced to solicit the

appropriate information.

2.4 Customer’s responses are documented in a manner that

will permit action to be taken.

2.5 Response to customer provides assurance that efforts are

taken to address needs.

2.6 Customers’ needs are correctly anticipated and identified.

2.7 Information from customer is relayed to the relevant

person.
CVQ

ITCCOR0041B: Contribute to the productive relationship with customers

3. Satisfy the needs of 3.1 Needs of customer have been correctly identified.
customers and the
organization

3.2 Views on the nee ds of the customer are cross -checked with
co-workers.

3.3 Options for addressing the customer’s needs are correctly

identified.

3.4 Verification of options that best fit the customer’s needs is

correctly done.

3.5 Guidance given allowed the custom er to select the

appropriate option.

3.6 Guidance given is mutually satisfactory to customer and

organisation.

3.7 Procedures applied in dealing with customers’ needs

resulted in desired outcome.

3.8 Solution is effectively implemented.

4. Use customer feedback to 4.1 Customer’s feedback is correctly noted.

improve service reliability

4.2 Feedback from customer is verified and reviewed with

relevant staff.

4.3 Review of customers’ observations/complaints follows

established procedures.

4.4 Possible staff breaches of operating guidelines are

identified.

4.5 Action taken satisfactorily redresses any offence given to

customer.

4.6 Feedback from customers is categorized in such a way as

to permit analysis and decision -making by management.

4.7 Documentation of customer feedback and action taken is

instructive to management.
CVQ

ITCCOR0041B: Contribute to the productive relationship with customers

5. Work with others to improve 5.1 Assigned responsibilities are satisfactorily performed.
service reliability

5.2 Meaningful suggestions are freely given to relieve difficult

situations.

5.3 Suggestions followed the correct procedures and

communication channels.

5.4 Information is passed on promptly and accurately within

acceptable timescale.

5.5 Potential hindrances to service delivery are identified

and communicated to appropriate persons.

5.6 Assistance is readily given to others.

RANGE STATEMENT
This unit applies to all customer contact staff in the communication sector.

Customers include but not limited to: Situations include but not limited to:

existing telephone
potential fax
internet
intranet
direct face to face meeting

Customers’ needs include information on: Needs include the need for:

company products and/or services redress

enquiry acceptance of recommendations made
dissatisfaction reassurance
having one’s complaint taken on board
response from the institution
action from the institution

Feedback from customers includes but not limited Service reliability includes but not limited to:
to:
delivery of orders
criticisms and recommendations access to required service
manual of routine proce dures
policy guidelines
operating guidelines

EVIDENCE GUIDE
CVQ

ITCCOR0041B: Contribute to the productive relationship with customers

Competency should be demonstrated by the ability to contribute to the satisfacti on of customers’ and
organization’s needs in accordance with the performance criteria and the range listed within the range of
variables statement.

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

understanding of enterprise mission, goals and plans

knowledge of enterprise products, standards, policies and practices
identification, dimensioning and satisfaction of customer needs
application of enterprise policies in satisfying customer needs
clear and conc ise communication of needs expressed by customers
measurement of customer needs and satisfaction
obtaining feedback from customers
recognition and understanding of customer problems and resolution or timely referral of
problem in a manner satisfactory to t he customer
projection of a professional image in representing the company
evidence should include a demonstrated ability to contribute to productive relationship with
customers to the enterprise standards

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

product/service perform basic computer functions

importance of politeness and courtesy create a win -win result out of areas of
in a service establishment difference
importance of keeping within level of deal with angry or upset customers
authority use fax machinery, internet facilities,
lines of communication in the intranet, e-mail facilities
organization along which observations win confidence from those with whom
and recommendations can be there is interaction
escalated
communication lines
methods of communication
products and services of the
organization
own job responsibilities relevance of
service reliability to business viability
and own job security

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies
CVQ

ITCCOR0041B: Contribute to the productive relationship with customers

information technology

(5) Method of Assessm ent

Competency should be assessed while work is undertaken under direct supervision of application
to task and questions related to underpinning knowledge.

(6) Context of Assessment

Assessment should include practical demonstration eith er in the workplace or through a

simulation. This should be supported by a range of methods to assess underpinning knowledge.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These le vels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refe r to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCOR0051B: Conduct outbound contact operations

ITCCOR0051B: Conduct outbound contact operations

Competency Descriptor:
This unit applies to contact centre staff who make outbound
contacts in relation to inquiries or s ales of a particular product or
service.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Prepare for outbound contact 1.1 Contact details and relevant policy are identified.

1.2 Contact guides are obtained and reviewed or prepared in

accordance with policy.

1.3 Contact details are clarified with relevant

supervisor/manager where necessary.

1.4 The most effective method of communication is identified.

2. Conduct outbound contact 2.1 The recipient is contacted by the most efficient method.

2.2 The contact is conducted and/or the contact guide is used

efficiently in accordance with enterprise policy and
procedures.

2.3 Details of the contact are recorded accurately in

accordance with policy and procedures.

2.4 Enquiries by recipients are answered in accordance with

policy.

2.5 Enquiries that cannot be satisfied immediately are

escalated.

2.6 Recipient requests are actioned efficiently and in

accordance with policy and procedures.

3. Manage outbound contact 3.1 Contact records are collated and presented in accordance
with policy and procedures.

3.2 Any difficulties not escalated are recorded and reported.

3.3 Follow-up information is supplied to recipi ent (if role

permits).
CVQ

ITCCOR0051B: Conduct outbound contact operations

3.4 Privacy and regulatory provisions are observed throughout

contact.

3.5 Safe working methods are identified and used.

RANGE STATEMENT
The following statements cover a wide range of circumstances. Ass essment of candidates should be
within the range that applies to the candidate's particular role or workplace.

Contact details include but not limited to: Policies for handling contacts include but not
limited to:
a sales or marketing campaign with a well
specified requirements including scripted greetings
contact guides recording metho ds
routine or ad hoc inquiries to obtain information scripts
as part of a service operation escalation triggers and paths
follow up contacts to clients or customers as contact duration
part of an on-going sale or service process permissible language amongst others
proper disposition of calls

Policies may also include operating methods

agreed between two parties.

Contact guides include but not limited to: Methods of communication include but not limited
to:
general guidelines
full scripted guides for the entirety of the voice telephony
contact email
individual operators make their own contact fax
guide in the form of preparatory notes on an ad web-based communication
hoc basis two-way radio

Recipients of contact include but not limited to: Safe working methods include but not limite d to:

customers or clients industry occupational health and safety

service or information providers practice
other enterprise employees avoid eating and drinking at desk
external agents such as goods suppliers or keep workstation drawers neat
contractors keep sharp objects in closed containers
CVQ

ITCCOR0051B: Conduct outbound contact operations

Escalation include: Privacy and regulatory provisions include:

passing a problematic inquiry or customer privacy act/s

service operation to an appropriately skilled trade practices act
staff member for further processing equal employment opportunities (EEO) and
anti discrimination legislation
telecommunications act
occupational health and safety legislation
freedom of information

EVIDENCE GUIDE
Competency should be demonstrated by the ability to conduct outbound contact operations in accordance
with the performance criteria and the range listed within the range of variables statements.

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

adequate preparation prior to making outbound contact

use of appropriate communication pathway
observation of policy throughout the outbound contact
satisfactory processing of inquiries
accurate recording of contact information
accurate application of prepared contact guide
successful handling or appropriate escalation of difficulties

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

calling principles apply customer service skills to satisfy

voice technique customer requirements
teamwork demonstrate questioning and active
enterprise policies, procedures and listening skills to clarify information
guidelines relate well with people
operational environment: (customer
base)
company products and services
CVQ

ITCCOR0051B: Conduct outbound contact operations

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies
information technology

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision of app lication
to task and questions related to underpinning knowledge.

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through a

simulation. This should be supported by a range of methods to asse ss underpinning knowledge.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic co mpetency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
 CVQ

ITCCOR0061B: Process basic customer account enquiries

ITCCOR0061B: Process basic customer account enquiries

Competency Descriptor:
This unit applies to handling of the basic inquiries from customers
related to billing and account matters.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Identify and clarify basic 1.1 Customer and account are correct ly identified.
customer enquiry

1.2 Receive and verify customer account inquiry.

1.3 Access customer billing records.

1.4 Obtain further information from the customer where

needed.

2. Satisfy customer need 2.1 Provide information required by the customer in an ef ficient
manner.

2.2 Help is sought in answering inquiry while customer is on

the phone where possible.

2.3 Escalate inquiries that cannot be satisfied immediately to

higher authority.

2.4 Customer and higher authority are supplied with necessary

information during escalation process.

2.5 Observe relevant legislation, codes, regulations and

standards throughout contact.

2.6 Identify and use safe working methods.

2.7 Appropriate courtesy close.

 CVQ

ITCCOR0061B: Process basic customer account enquiries

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's particular role or workplace.

Account inquiries include but not limited to: Customer billing records include but not limited to:

billing item queries records normally maintained in a computerised

charges and costings system specific to the enterprise
payment date paper/card related systems

Information includes but not limited to: Escalation inc ludes but not limited to:

enterprise systems passing a problematic inquiry or customer service

customer records operation to an appropriately skilled staff member
for further processing

Relevant legislation, codes, regulations and standards include but not limited to:

privacy act
trade practices act
consumer credit code
relevant antidiscrimination legislation
telecommunications act
occupational health and safety legislation
freedom of information

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to effectively process bas ic customer account enquiries
in accordance with the performance criteria and the range listed within the range of variable statements.

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

accurate identificat ion and verification of customer

accurate verification of customer enquiry
provision of effective and timely response in satisfying inquiry
accessing and interrogation of billing records, systems, manuals to determine answer to
customer inquiry
escalation in accordance with policy
knowledge of enterprise products/service, standards, practices, policies
 CVQ

ITCCOR0061B: Process basic customer account enquiries

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

products and service charges articulate enterprise products and services

enterprise in formation systems listen actively
enterprise billing procedures relate to people of all levels
enterprise protocols associated with apply customer service skills to ensure
customer service customer satisfaction
operational environment: customer
base, company products and services
operational systems

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated conta ct centre with similar features
customer contact technologies
information technology

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision of application
to tasks. If this is not practicable, observati ons and monitoring in a realistic simulated environment
may be substituted.

Skills and knowledge evidence may be completion of training courses or on -the -job learning. This
should be supported by a range of methods to assess underpinning knowledge.

Asses sment of candidates should be in accordance with the performance criteria and the range
listed within the range of variable statements.

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through a

simulation. This should be supported by a range of methods to assess underpinning knowledge.
 CVQ

ITCCOR0061B: Process basic customer account enquiries

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifi cations Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCOR0071B: Process sales

ITCCOR0071B: Process sales

Competency Descriptor:
This unit applies to processing of sales inquiries from customers for
limited/basic product/service.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Identify customer needs 1.1 Opening courtesy is accurately followed in accordance with
enterprise policy and procedures.

1.2 Customer is clearly identified.

1.3 Customer needs are clearly identified.

1.4 Existing customer records are accessed.

1.5 Products or services are matched to customer needs.

1.6 Features and benefits of products or services are

presented.

1.7 Customer is informed of product or service price.

1.8 Customer enquiry is referred to appropriate person/area in

accordance with policy where customer needs cannot be
satisfied.

1.9 Enterprise sales policy, procedures and princ iples are

followed.

2. Close sales 2.1 Agreement on products or services to be purchased is

reached with the customer.

2.2 Payment arrangements are discussed and agreed with

customer.

2.3 Customer is advised of payment methodology and address

for payment where necessary.

2.4 Payment methods details are recorded and verified where

appropriate.
CVQ

ITCCOR0071B: Process sales

2.5 Credit card details are recorded and verified where

appropriate.

2.6 Credit checks are arranged within policy and procedures.

2.7 Delivery/installation arrangements are discussed and

agreed on with the customer.

2.8 Delivery/installation arrangements are actioned.

2.9 Privacy requirements are met during the transaction.

2.10 Opportunities for further sales are identified and acted on i n

accordance with enterprise policy and procedures.

3. Input sales records 3.1 Details of sales are fully recorded on enterprise systems.

3.2 Existing customer records are amended where appropriate.

3.3 Invoices are raised where required.

3.4 Delivery/installation details are recorded within policy and

procedures.

3.5 Performance is assessed against agreed targets and

analysed for future improvement.

3.6 Legislation, codes, regulations and standards observed

throughout transaction.

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's particular role or workplace.

Policy includes but not limited to: Sales includes but not limited to:

sales ope rations product/service purchase/provision upgrade

customer handling of existing product/service amendments to
credit previous sale arrangements
payment and other aspects of sales
legislation and regulation covering sales
activity
CVQ

ITCCOR0071B: Process sales

Customer records include but not limited to: Referral procedures:

computerised system specific to the enterprise specific to enterprise

paper/card related systems

Payment arrangements may include but not limited Credit card details include but not limited to:
to:
card type
credit card card holder details
chequ e card number
money order expiry date
cash
payment on delivery
direct debit

Credit checks include but not limited to: Delivery/installation arrangements include but not
limited to:
automated
sales person delivery address
specialist staff within the ent erprise time of delivery
arrangements for when householder not in
attendance
payment on delivery details

Invoices include but not limited to: Relevant legislation, codes, regulations and
standards include but not limited to:
enterprise specific
electronically generated in response to privacy act
appropriate commands entered into the system trade practices act
EEO and anti discrimination legislation
telecommunications act
occupational health and safety legislation
freedom of information
consumer credit code
CVQ

ITCCOR0071B: Process sales

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to process sales in accordance with the performance
criteria and the range listed within the range of variables statements.

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

clear and precise understanding of customer needs

matching of product/service to customer need
prices relating to product/service offered are clearly explained and understood by the
customer
application of appropriate credit check
arrangement of customer payment
agreement with customer as to payment and delivery arrangements
accurate recording of sales, payment a nd delivery arrangements

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

sales principles identify and understand clearly and

enterprise policies, procedures and precisely, customer needs
guidelines listen attentively
enterprise protocols associated with relates well with people
customer service present features and benefits of
operational environment: (customer product/service to customers in a
base, company products and services) convincing way
operational system

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies
information technology
CVQ

ITCCOR0071B: Process sales

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Competency may be assessed concurrently.

Assessment must be in accordance with the performance criteria.

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through

simulation. This should be supported by a range of methods to assess underpinning
knowledge.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate t o the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Emplo yability Skills.
CVQ

ITCCOR0081B: Sell p roducts and services

ITCCOR0081B: Sell products and services

Competency Descriptor: This unit applies to selling of a wide range of products and services
to a wide cross section of customers.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Establish customer needs 1.1 Opening courtesy accurately followed in accordance with
enterprise policy and procedures.

1.2 Person called is correctly identified.

1.3 Customer is dealt with in a helpful and polite manner.

1.4 Stressful situations are appropriately handled.

1.5 Techniques are appropriately employed to put customer at

ease.

1.6 Number of calls abandoned is within the established

standard.

1.7 A sufficient number of pertinent questions are directed to

the customer with a view to extracting the requisite
information.

1.8 The customer’s responses are documented in the

prescribed manner.

1.9 Verification is obtained from the customer that his needs

are fully understood.

1.10 The conclusion of the dialogue with the customer indica tes
that the customer need s will be considered in the
development/reviews of the product/ service.

1.11 Information gleaned is accurately documented to permit

management review.
CVQ

ITCCOR0081B: Sell p roducts and services

2. Promote the features and 2.1 On every occasion of customer contact the features and
benefits of the products and benefits of the organization’s produc ts/services are told to
services the customer.

2.2 Explanations given to customer re benefits of

products/services are thorough.

2.3 Explanations re products/services are articulated in a

manner that is pleasant and persuasive.

2.4 The dialogue with the customer is conducted in such a

manner that the values and attitudes of the organization are
projected to the customer.

3 Exploit opportunities for up- 3.1 Opportunity is taken to introduce additional products.
selling and cross-selling

3.2 Questions/proposals are directed to the customer in a

manner that encourages additional purchases.

3.3 Questions successfully solicit customer needs.

4 Gain and confirm customer 4.1 Sales techniques encourage customer interest in
commitment organization’s product.

4.2 Commitment to purchase the organization’s product is

successfully negotiated with the customer.

4.3 Verification of product purchased is confirmed with

customer.

4.4 The communication with the customer is successfully

brought to a conclusion.

5 Evaluate sales technique 5.1 Sales methods are consistent with the organization’s
recommended techniques.

5.2 New or unprecedented technique is documented.

5.3 Time taken to complete a sale is evaluated against

company standards.
CVQ

ITCCOR0081B: Sell p roducts and services

6 Identify buy ing signals 6.1 Listening and observation skills are effectively employed.

6.2 Buying signals are correctly identified.

Effort to avoid over selling is successful.
6.3

7 Overcome customers’ 7.1 Implied objections are accurately identified and correctly
objections addressed.

7.2 Expressed objections are keenly listened to and noted

where appropriate.

7.3 Requisite information for satisfying the customer’s objection

is correctly identified.

7.4 Customer is made to feel at ease.

7.5 Number of calls abandoned is minimal (within the set

standards).

7.6 Information given is disclosable and relevant to customer.

7.7 Organization’s business culture is successfully projected.

7.8 Disposition of call is accurate.

8 Conclude terms of purchase 8.1 Stock availability is checked and reported.

with the customers

8.2 Payment mode agreed on is in accordance with company

policy.

8.3 Information necessary to process sales is elicited and

accurately recorded.

8.4 Arrangement for payment and delivery/collection of

service/product is correctly arranged.

8.5 Information is passed on to relevant department/persons.

8.6 Closing courtesy accurately followed in accordance with

enterprise policy and procedures.
CVQ

ITCCOR0081B: Sell p roducts and services

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's particular role or workplace.

Disgruntled customers include but not limited to: Sales includes but not limited to:

individuals who are unwilling to express their product/service purchase/provision upgrade

needs of existing product/service amendments to
customers who have ideas and/or previous sale arrangements
recommendations that may contribute to the
improvement of the organization’s
products/services

Delivery/installation arrangements include but Payment arrangements may include but not limited
not limited to: to:

delivery address cash

time of delivery payment on delivery
arrangements for when householder not in direct debit
attendance instalments
payment on delivery details credit card
cheque/cheque card
money order

Buying signals include but not limited to: Credit checks include but not limited to:

• tone of voice automated

• questioning sales person
• response specialist staff within the enterprise

Purchase details include but not limited to: Credit card details include but not limited to:

price security checks/codes

packaging card type
size card hol der details
methods of shipping card number
delivery time expiry date
CVQ

ITCCOR0081B: Sell p roducts and services

Information details include: Relevant legislation, codes, regulations and

standards include:
that necessary to process each situation
privacy act
trade practices act
EEO and anti discrimination legislation
telecommunications act
occupational health and safety legislation
freedom of information
consumer credit code
professional/organization ethics
company/industry standards

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to sell pr oducts and services in accordance with the
performance criteria and the range listed within the range of variables statements

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

clear and precise unders tanding of customer needs

matching of product/service to customer need
prices relating to product/service offered are clearly explained and understood by the
customer
application of appropriate credit check
arrangement of customer payment
agreement with customer as to payment and delivery arrangements
accurate recording of sales, payment and delivery arrangements

(2) Pre -requisite Relationship of Units

Nil
CVQ

ITCCOR0081B: Sell p roducts and services

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

how to get others to s peak freely sell

techniques of selling identify inefficacy of “old” methods and a
the full range of the company’s range willingness to try variations
of goods/services listen
awareness of those products/services work well with the public
being used by the customer attend to detail
sales techniques used on the
telephone
the company’s product(s)/service(s)
how to access the scripts of sales
techniques
buying signals
questioning techniques
in-depth knowledge of the company’s
product/service
interviewing techniques
how to access the DBMS
Procedures for processing:
credit card payments
cash payment
on-line payment methods
Arranging delivery by
mail
messenger
sale of products and services
(approaches)
future pacing

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies
information technology
CVQ

ITCCOR0081B: Sell p roducts and services

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Competency may be assessed concurrently.

Assessment must be in accordance with the performa nce criteria.

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through

simulation. This should be supported by a range of methods to assess underpinning
knowledge.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Select the criteria for the procedures
Makes judgement of evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 2
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathemat ical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCOR0101B: Conduct data collection

ITCCOR0101B: Conduct data collection

Competency Descriptor:
This unit applies to collection of primary data for market research
and opinion poll research activities by telephone or similar means.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Prepare for data collection 1.1 Survey questions and call guide are studied and clarified.

1.2 Operational boundaries and fulfilment processes are

discussed and agreed.

1.3 Proposed technology is familiarised with and customised

where appropriate.

1.4 Source of call targets is identified.

1.5 The calling strategy is familiarised with and ada pted to if

necessary.

2. Conduct data collection for 2.1 Calls are made in the most efficient manner possible.
research/survey

2.2 The call guide and call principles are followed in

accordance with operational boundaries.

2.3 Customer availability and willingness to participate in

research is established.

2.4 Customer is informed of survey details, purpose and

approximate time survey will take.

2.5 Customer responses are recorded accurately and

dispositioned properly.

2.6 Customer queries are answered or referred to appropriate

person.

2.7 Relevant legislation, codes, regulations and standards

observed throughout contact.

2.8 Work is undertaken in a manner that is safe to self and to

fellow workers.
CVQ

ITCCOR0101B: Conduct data collection

3. Record campaign results 3.1 Recorded outcomes are collated and presented in
accordance with policy and procedure.

3.2 Difficulties encountered are recorded, reported and

actioned in accordance with policy and procedures.

3.3 Performance is assessed and analysed against agreed

targets.

3.4 Database is amended where applicable.

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's particular role o r workplace.

Market research includes but not limited to: Opinion polls include:

product gather population opinion on any range of

service matters
brief relating to a particular matter
extensive covering a range of matters

Database include but not li mited to: Call guide includes but not limited to:

enterprise records prepared by the enterprise

telephone directories prepared by external organisations consulting
business directory to the enterprise
sales records required sales per hour (SPH)

Operational boundaries include: Technology includes but not limited to:

the bounds within which the telemarketer telecommunications based (e.g. telephone,
can operate freedom to deviate from the call business system, PABX)
guide interactive medium and information based (e.g.
limits of interchange with the customer computer)
CVQ

ITCCOR0101B: Conduct data collection

Records include but not limited to: Relevant legislation, regulations and standards
include:
paper prepared form
electronic computer state laws and international regulations
privacy act
trade practices
EEO and anti discrimination legislation
telecommunications act
freedom of information
consumer protection

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to effectively conduct data collection in accord ance with
the performance criteria and the range listed within the range of variable statements.

(1) Critical Aspects of Evidence

Competencies should be observed in the following areas:

meeting of agreed call/data collection targets

accurate application of prepared call guide
accurate recording of data
successful handling of difficulties incurred during campaign
accurate disposition of calls

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

calling principles deliver excellent customer service

voice technique listen attentively
enterprise policies, procedures and relates well with people
guidelines
operational systems
data collection techniques for market
research approaches
CVQ

ITCCOR0101B: Conduct data collection

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies
information technology

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision of application
to task and questions related to underpinning knowledge.

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through a

simulation. This should be supported by a range of methods to assess underpinning knowledge .

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required t o perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 2
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 2
Use technol ogy Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBBAD0031A Use business equipment

BSBBAD0031A: Use business equipment

Competency Descriptor: This unit deals with the skills and knowledge required to choose resources to
complete a variety of tasks under direct supervision. It includes operating
equipment, undertaking routine maintenance and reporting faults to the
appropriate person.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY P ERFORMANCE CRITERIA

1. Select equipment/resources 1.1 Business equipment or resources required to complet e task
are identified and accessed under direct instructions.

1.2 Quantities and resources are correctly estimated to

complete the task.

1.3 Equipment is checked for serviceability in accordance with

equipment instructions.

2. Operate equipment 2.1 Equipment is operated in accordance with manufacturer’s

instructions and under direct instructions.

2.2 Repairs outside area of operator’s responsibility are

reported to appropriate persons.

3. Maintain 3.1 Equipment/resources to su pport completion of tasks are

equipment/resources maintained under direct instructions.

3.2 Maintenance is undertaken to ensure equipment meets

manufacturer’s specifications.

3.3 Records concerning equipment/resources are maintained

under direct instructions.

3.4 Equipment and resources are stored under direct

instructions.
CVQ

BSBBAD0031A Use business equipment

RANGE STATEMENT
The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing
for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic
assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards Business equipment may include:

relevant to the workplace which may include:
photocopier
relevant legislation from all government printer
agencies which affect business operation, binder
especially in regard to Occupational Health answering machine
and Safety and environmental issues, equal fax machine
opportunity, industrial relations and telephone
anti-discrimination
relevant industry codes of practice

Equipment instructions may include: Business resources may include:

manufacturer’s guidelines facilities

procedures manual equipment
Occupational Health and Safety guidelines human resources
and procedures Occupational Health and Safety resources
training notes stock and supplies

Organisational requirements may be included in: Appropriate persons may include:

goals, objectives, plans, systems and supervisor

processes colleagues
legal and organisation policies/guidelines and external organisations
requirements line management
business and performance plans
confidentiality and security requirements Maintenance may include:
access and equity principles and practice
ethical standards adding toner
Occupational Health and Safety policies, cleaning equipment regularly
procedures and programs replacing paper
defined resource parameters clearing paper jams
organising service calls
Records may include:

equipme nt service call forms

service repair forms
purchase orders
warranties
CVQ

BSBBAD0031A Use business equipment

EVIDENCE GUIDE
(1) Critical Aspects of Evidence

Provides evidence of listening carefully and following instructions on how to select and operate
equipment.
Undertakes routine maintenance while following instruc tions in accordance with operating
manual.
Communicates faults and/or risks to appropriate people.

(2) Pre-requisite Relationship of Units

BSBBAD0201A Participate in workplace safety procedures

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

relevant legislation from all government identify work requirements and process
agencies which affect business basic, relevant workplace documentation
operation, especially in regard to display communication skills to identify
Occupational Health and Safety and lines of communication, request advice,
environmental issues, equal opportunity,
effectively question, follow instructions,
industrial relations and
receive feedback and report equipment
anti-discrimination
faults
relevant industry codes of practice
solve routine problems related to business
the organisation’s policies, plans and
procedures that relate to the use of equipment and to determine appropriate
business equipment fault repair actions while under direct
the functions of a range of business supervision
equipment apply technology skills to use business
the correct shut-down procedures for a equipment under direction
range of business equipment relate to people from a range of social,
common equipment faults cultural, ethnic backgrounds and physical
routine maintenance procedures mental abilities

(4) Resource Implications

The learner and trainer should have access to appropriate documentation and resources
normally used in the workplace
CVQ

BSBBAD0031A Use business equipment

(5) Method of Assessment

Competency should be assessed while tasks are undertaken.

Assessment should involve:

observation of work processes

questioning related to underpinning knowledge

Assessment may be by intermittent checking at various stages of each task application or at the
completion of each task in accordance with the performance criteria.

(6) Context of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge an d skills elaborated in the Evidence Guide, and
within the scope as defined by the Range Statement.

Assessment must take account of the endorsed assessment guidelines in the Business
Competency Standards.

Assessment of performance requirements in this un it should be undertaken in an actual workplace or

simulated environment.

Assessment should reinforce the integration of the key competencies and the Business Services
Common Competencies for the particular NVQ - J Level. Refer to the Critical Employability Skills at
the end of this unit.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. The y relate to the seven areas of generic competency that
underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and org anise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills
 CVQ

BSBBAD0671A Type and copy routine documents

BSBBAD0671A: Type and copy routine documents

Competency Descriptor: This unit covers typing and copying simple routine documents such
as basic letters, memos and forms.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Type routine documents 1.1 Original drafts are carefully checked.

1.2 Clarification is sought where doubt exists.

1.3 Documents are laid out and typed as instructed.

2. Correct errors or make 2.1 Documents are proofread and corrections made to any
adjustments errors found.

2.2 Additional changes requested are accurately done.

2.3 Typed document is submitted for approval.

3. Store original documents 3.1 Original drafts are safely stored according to established
standards.

4. Meet time frame/line 4.1 Assignment is completed on time.

.

4.2 Relevant persons are informed of any existing problems

that may delay delivery.

5. Photocopy routine documents 5.1 Photocopier is used according to manufacturer’s

instructions.

5.2 Copies requested are produced in correct numbers and to

standard specified/designated.

5.3 Photocopies are sorted, staple securely and in correct

order.

5.4 Routine procedures are followed for dealing with

photocopier problems.

5.5 Problems requiring expert’s assistance are reported to the

relevant persons.
CVQ

BSBBAD0671A Type and copy routine documents

RANGE STATEMENT

The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate’s particular role or function in the workplace.

Checking methods include: Photocopier problems to include:

• using a dictionary • need for paper
• asking a supervisor • original incorrectly positioned
• asking another team member • machine internal external problem(s)
• using computer spell check

Relevant person to include:

• supervisor/manager
• other staff members

EVIDENCE GUIDE
Evidence of competency is to be demonstrated by the ability to type and copy documents in accordance
with the performance criteria and the Range Statement.

(1) Critical Aspects of Evidence

Assessment of the candidate should produce evidence of the following:

• follow instructions
• accurately and correctly typed documents
• planning of tasks to be done
• clarifying misunderstanding when in doubt
• communicating difficulties experienced
• photocopier used according to manufacturer instructions and company policy
• documents prepared in agreed time

(2) Pre-requisite Relationship of Units

BSBBAD0081A Develop keyboarding skills

CVQ

BSBBAD0671A Type and copy routine documents

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:
• health and safety requirements • type basic letters, memos reports and
• importance of meeting deadlines forms etc.
• importance of communicating • proofread and correct errors
difficulties/ problems • format documents
• use manual and or electronic
dictionaries
• store documents

(4) Resource Implications

The following resources should be available:

• photocopier
• typewriter (if applicable)
• personal computer
• paper/stationery
• manufacture manual for photo copier
• filing system

(5) Method of Assessment

Competency should be assessed while tasks are undertaken.

Assessment should involve:

• observation of work processes

• questioning related to underpinning knowledge

Assessment may be by intermittent checking at various stages of each task application or at the
completion of each task in accordance with the performance criteria.

(6) Context of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide,
and within the scope as defined by the Range Statement.

Assessment must take account of the endorsed assessment guidelines in the Business
Competency Standards.

Assessment of performance requirements in this unit should be undertaken in an actual

workplace or simulated environment.
CVQ

BSBBAD0671A Type and copy routine documents

Assessment should reinforce the integration of the Critical Employability Skills and the Business
Services Common Competencies for the particular NVQ-J Level. Refer to the Critical
Employability Skill Levels at the end of this unit.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
• Carries out established • Manages process • Establishes principles and
processes • Selects the criteria for procedures
• Makes judgement of the evaluation process • Evaluates and reshapes process
quality using given criteria • Establishes criteria for evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCOR0091B Provide quality customer service

ITCCOR0091B: Provide quality customer service

Competency Descriptor:
This unit applies to short -term contact with customers. It applies
to identifying and satisfying customer needs and expectations in
a positive and professional manner. It encompasses the full
scope of contact centre customer contact.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Receive an inbound inquiry 1.1 The customer is acknowledged using standard phrases
within policy and procedures.

1.2 The nature of the customer inquiry is identified.

1.3 An attentive and helpful manner is used in dealing with

customers.

1.4 Call is terminated using standard phrases within policy and

procedures.

2. Make an outbound contact 2.1 Introduction is made, using standard phrases within policy.

2.2 The customer's availability and willingness to continue with

contact is assessed.

2.3 Call is terminated using standard phrases within policy and

procedures.

3. Establish a relationship with 3.1 Customer identity and details are confirmed with customer
the customer records if appropriate.

3.2 A rapport is established using active listening and empathy

techniques.

4. Determine customer 4.1 Customer requirement s are identified using active listening
requirements and empathy.

4.2 One or more courses of action is explained to the

customer.

4.3 Agreement is obtained on course of action.

CVQ

ITCCOR0091B Provide quality customer service

5. Refer and transfer a 5.1 The customer is referred to other agent as appropriate.
customer to another agent

5.2 The customer and other agent are notified of all details
relevant to the referral within policy and procedures.

5.3 The transfer is efficiently executed.

6. Respond to customer request 6.1 Requests are responded to promptly and accurately within
policy and procedures.

6.2 Requests are discussed in an articulate, easy to

understand manner without the use of jargon or acronyms
or language of the industry.

6.3 Options to satisfy the customer request are identified an d

recommended within policy and procedures.

6.4 Company products and services are promoted to meet the

customer request within policy and procedures.

6.5 A commitment to meeting the customer request is

discussed and agreed on.

6.6 Additional or more detailed information is accessed to meet

the customer's request if necessary.

6.7 Further assistance is offered to the customer before

closing.

6.8 Standard phrases are used to close the call within policy
and procedures.

6.9 Legislation, codes, regulations and standards observed

throughout transaction.
CVQ

ITCCOR0091B Provide quality customer service

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's par ticular role or workplace.

Customers include but not limited to: Active listening involves but not limited to:

user giving your full attention to the persons w ho are

purchaser or beneficiary of a service, speaking
product or process responding in a way that lets them know you
internal or external have listened
colleagues understood their message as they have
intended

Empathy involves but not limited to: Enquiry includes:

the ability to recognise people's feelings question or request for information from a
respect the other person's position customer that can be resolved by provision of
information

Inquiries include but not limited to: Team includes but not limited to:

requests for advice or assistance from the whole centre

internal or external customers, workplace any group/sub-unit within the centre
colleagues and group/team leaders,
managers, other staff members and
members of the general public
questions about products and services
interactions with customers in a billing,
provisioning, faults, selling, telemarketing,
general inquiry or complaints context

Commitment includes but not limited to: Relevant legislation, codes, regulations and
standards include but not limited to:
building rapport
keeping promises declaration of secrecy
keeping the customer informed trade practices act
doing it right the first time EEO and anti discrimination legislation
owning the customer's request telecommunications act
responding to the customer's request with enterprise stan dards and policy
operational efficiency OHS legislation
freedom of information
CVQ

ITCCOR0091B Provide quality customer service

EVIDENCE GUIDE
Competencies should be demonstrated by the ability to provide quality customer service in accordance
with the performance criteria and the range listed within the r ange of variables statement.

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

knowledge of enterprise products and service

knowledge of and adherence to enterprise standards, policies and procedures
use of appropriate phrases in dealing with customers
clear and concise communication with the customer including use of active listening and
empathy techniques
referral of inquiry in a prompt and efficient manner
various options are provided to the customer wh en more than one option can satisfy
customer need
commitments are made with customer in accordance with enterprise policy
projection of a professional image in representing the company

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

empathy manipulate computer keyboard

teamwork articulate enterprise products and services
enterprise policies, procedures and employ questioning and active listening
guidelines skills to clarify information
enterprise culture and values apply customer service skills to satisfy
enterprise business goals and customer requirements and satisfaction
standards offer effective rebuttals
enterprise protocols associated with apply customer service skills to satisfy
customer service customer satisfaction
operational environment: (customer
base, company products and services)
operational systems
CVQ

ITCCOR0091B Provide quality customer service

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies
information technology

(5) Method of Assessment

Competency should be assessed while work is undertaken under limited or no su pervision and
include observation of real or simulated processes and procedures and questions related to
underpinning knowledge.

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through a

simulation. This should be supported by a range of methods to assess underpinning knowledge.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualific ations Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCOR0121B: Fulfill customer request

ITCCOR0121B: Fulfil customer requests

Competency Descriptor:
This unit applies to identifying and fulfilling customer request and
engaging in the fulfilment process. This unit may involve customer
contact or contact with other agents during or subsequent to customer
contact.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Receive customer request 1.1 Customer or agent is acknowledged using standard
phrases within policy and established procedures.

1.2 Customer request is identified using active listening and

empathy as appropriate.

1.3 Options to satisfy the customer request are identified

and recommended within policy and established
procedures.

1.4 Features and benefits of products or services are

explained.

1.5 A commitment to meeting the customer request is

discussed and agreed on.

2. Arrange fulfilment 2.1 Customer request details are recorded in appropriate

systems.

2.2 Provision of the service and products to the customer is

arranged for as agreed.

3. Monitor and manage supply 3.1 Regular checks are made on supply of products or
contingencies services to customers.

3.2 The customer is informed of progress at appropriate

intervals.

3.3 Clear explanation is provided to customers of delays or

inability to meet commitments.

3.4 Customer satisfaction is monitored at each stage of the

supply process.
CVQ

ITCCOR0121B: Fulfill customer request

3.5 Call is ended with expression of appreciation .

3.6 Legislation, codes, regulations and standards observed

throughout transaction.

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's particular role or workplace.

Customer may include but not limited to: Active listening involves:

user giving your full attention to the person(s)

purchaser or beneficiary of a service, product speaking
or process responding in a way that lets them know
internal or external to the enterprise you have listened
colleagues understanding their messages as they
have intended

Empathy involves: Requests include but not limited to:

the ability to recognise people's feelings requests for advice or assistance from internal
respect for other people's position or external customers, workplace colleagues
and group/team leaders, managers, other staff
members and members of the general public
questions about products and services
interactions with customers in a billing,
provisioning, faults, selling, telemarketing,
general inquiry or complaints context

Features include: Benefits include but not limited to:

attributes of the product or service that are part outcomes of the use of the product or service
of the product itself

Commitment includes but not limited to: Fulfilment includes but not limited to:

building rapport an agreed course of action designed to meet

keeping promises the customer's needs
keeping the customer informed
doing it right the first time
owning the customer's request
responding to the customer's request with
operational efficiency
CVQ

ITCCOR0121B: Fulfill customer request

Relevant legislation, codes, regulations and

standards include but not limited to:

privacy act
trade practices act
EEO and anti discrimination legislation
telecommunicat ions act
occupational health and safety legislation
freedom of information

EVIDENCE GUIDE

Competencies should be demonstrated by the ability to fulfil customer requests in accordance with the
performance criteria and the range listed within the range of variables statement.

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

knowledge of enterprise products, service, standards, policies and practices

use of appropriate phrases in dealing with customers
clear and concise communication with the customer including use of active listening and
empathy techniques
referral of inquiry in a prompt and efficient manner
various options are provided to the customer when more than one option can satisfy
customer need
commitments are made with customer in accordance with enterprise policy and procedures
projection of a professional image in representing the company
appropriate opening and closed courtesies

(2) Pre -requisite Relationship of Units

Nil
CVQ

ITCCOR0121B: Fulfill customer request

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

computer keyboard usage articulate enterprise products and services

empathy listen actively
teamwork relate to people of all levels
enterprise policies, procedures and offer customer satisfac tion
guidelines
enterprise culture and values
enterprise business goals and standards
enterprise protocols associated with
customer service
operational environment
customer base
company products and services
operational systems

(4) Resource Implications

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies
information technology

(5) Method of Assessment

Evidence of competency is best obtained by observing and monitoring activities in an operational

environment under normal working conditions. If this is not practicable, observations and
monitoring in a realistic simulated environment may be substituted.

Skills and knowledge evide nce may be completion of training courses or on -the -job learning. This
should be supported by a range of methods to assess underpinning knowledge.

Assessment of competency must be in accordance with the performance criteria and the range
listed within the range of variable statements.

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support this.
CVQ

ITCCOR0121B: Fulfill customer request

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCOR0131B Use communication technology in making/receiving calls

ITCCOR0131B: Use telecommunication technology in making/

receiving calls
Competency Descriptor: This unit establishes competency in the effective and efficient
operation and use of telecommunications technology.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Operate and effectively use 1.1 Type of technology used is identified.
telecommunications
technology in the operational
environment

1.2 Operational manuals are obtained and applied.

1.3 Features of technology are identified and related to

different usages.

1.4 Equipment is correctly operated to generate and receive

communication messages.

1.5 Appropriate facilities and/or actions are used to receive,

make, hold or transfer calls.

2. Receive and respond to 2.1 Enterprise protocol is identified and used appropriately.
incoming calls

2.2 Appropriate facilities and/or actions are used to receive

and respond to incoming calls.

2.3 Callers are identified correctly.

2.4 The purpose of the incoming call is correctly identified and

verified with the caller prior to subsequent action.

2.5 Information disclosed in actioning the call is in keeping with

enterprise policy and procedures.

2.6 Calls which require attention from another person are

transferred promptly and successfully.
CVQ

ITCCOR0131B Use communication technology in making/receiving calls

2.7 Messages are taken where appropriate in accordance with

enterprise policy and procedures.

2.8 Messages are recorded using clear and concise language

so that meaning is readily understood by the recipient.

3. Make outgoing calls and 3.1 A clear objective for an outgoing call is established.
transmit messages

3.2 Prior to making a call, all relevant information is identified,

located and obtained.

3.3 Required telephone number/s is obtained.

3.4 Contact is established using designated business protocol

and procedures.

3.5 Purpose of the call is conveyed clearly and concisely to the

recipient.

3.6 Purpose of the call is verified with the recipient to ensure

clear understanding.

3.7 Messages are passed on clearly and concisely where

required.

3.8 Understanding of a passed message is verified with the

receiver.

RANGE STATEMENT
A Call Centre is an organisational unit that acts as a focal point for communication between organisations
and customers using live voice telephony and/or information technology to meet product and s ervice
purposes.

Call centres exist across a range of industries and industry sectors including but not limited to:

government organisations government service retailers and suppliers marketing services and
inquiries, government benefit issues product, after sales support, dealer care,
telecommunications companies product sales product sales and delivery
and marketing, customer service and account travel industry reservations, information,
inquiries, directory services, call assistance customer support, loyalty programs
computer software and hardware companies market research companies
product sales and information, product and charity organisations financial support and
customer support product sales
mercantile agencies
credit reporting bureaus
CVQ

ITCCOR0131B Use communication technology in making/receiving calls

banking sector marketing services, customer

funds transfer, loan applications, customer
service
insurance companies customer service,
product sales, new policy applications,
renewals.

The operational environment of a call centre Requirements of the environment of the specific
operator will vary signific antly from enterprise to operational organisation unit as specified in but not
enterprise and will be influenced by: limited to:

regulatory environment in which the enterprise business rules

and/or industry operates accountabilities
stress management guidelines
ergonomic guidelines
authorising delegations
service memoranda of understanding/service
delivery agreements
performance measures
targets
agreed service delivery scope and charter

The defined environment of the relationship, Call Centre technology can be but not limited to:
include but not limited to:
specific to the company and/or call centre
stakeholders usually designed to meet the application needs of
business context the particular centre
technology
level of complexity of customers and products

Operational manuals are equipment specific and Call Centre traffic may include but not limited to:
may be added to by enterprise instructions and
procedures via voice (telephone)
by data (Fax, computer modem)
computer telephony integration (CTI) integrates
computers and telephones

Incoming callers may first be greeted by but not Incoming telephone traffic may be route d by
limited to: automatic call distributors (ACD).

interactive voice recording

hold messages
live person on the phone
CVQ

ITCCOR0131B Use communication technology in making/receiving calls

Callers may include but not limited to: Enterprise policies, procedures, business practices
and guidelines, include but not limited to those
customers covering:
suppliers
enterprise staff quality management
corporate conduct/ethics
people
health and safety
(EEO) equal employment opportunity
escalated service difficulties
customer complaints
procedures and standards specified by process
owners, customers, or suppliers

Telephone systems may be but not limited to: Telephone features may include but not limited to:

networking system hands free hold

single line phones (usually extension of PABX) facilities transfer
business systems or unique PABX extension facilities
instruments ACD specific facilities
(All such systems are unique to the supplier and all
have different features, modes of operation These
are usually fully documented in relevant instruction
manuals)

Protocol for receiving and making telephone Telephone numbers may be obtained from but not
calls specifies the phrasing used to identify limited to:
both the call and the caller and usually takes
the form of a standard phrase. enterprise databases
telephone books
The content of the phrase or phrases is unique enterprise telephone directories
to the enterprise/call centre business directories

Relevant legislation, regulations and standards

include but not limited to:

privacy act
telecommunications act
occupational health and safety legislation
industrial awards and agreements
freedom of information
CVQ

ITCCOR0131B Use communication technology in making/receiving calls

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to successfully and efficiently use telecommunication
equipment in making/receiving calls in accordance with the performance criteria and the range listed
within the range of variables statement.

(1) Critical Aspects of Evidence

makes and receives calls in accordance with enterprise guidelines and timelines
greets and screens customers effectively using specified procedures
makes effective use of available telecommunications technology and ergonomic practices to
make and receive calls
correct commands, facilities and actions are used in processing telecommunications traffic.
make outbound calls using appropriate protocols
verifies the outgoing message in a man ner which ensures accuracy of understanding from
the receiver
receives, records and transmits messages in a clear, concise and timely manner
accurately identifies source of calling data
skills and knowledge evidence may be completion of training courses or on -the-job learning

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

telephone manners demonstrate basic oral and written

enterprise policies, procedures and communication skills
guidelines demonstrate basic customer service
enterprise culture and values skills
enterprise mission, business goals and demonstrate telephone, computer and
standards fax operational skills
enterprise calling protocol operational use computer keyboard
environment: customer base, demonstrate voice technique
company products and services
operational systems and technology
stress management awareness
workplace ergonomics
overview of call centre operations
CVQ

ITCCOR0131B Use communication technology in making/receiving calls

(4) Resource Implications

a call centre or simulated call centre environment

telecommunications equipment to enable the performance criteria to be met

(5) Method of Assessment

Competency should be assessed while work is undertaken un der direct supervision and include
observation of real or simulated processes and procedures.
Candidates will provide evidence of their performance and their underpinning skills and
knowledge.

(6) Context of Assessment

Evidence of competency is best obtained by observing and monitoring activities in an operational

environment under normal working conditions. If this is not practicable, observations in a realistic
simulated environment may be substituted.
Specific requirements for competency against a particular context, as defined in the range of
variables, may vary between enterprises and for the particular learning strategy adopted.
Skills and knowledge evidence may be completion of training courses or on -the -job learning.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practic es.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedu res
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCOR0151B: Organize work priorities and development

ITCCOR0151B Organize work priorities and development

Competency Descriptor:
This unit applies to customer contact centre staff including team
leaders who are responsible for managing their own performance
and taking responsibility for their professional development within
the context of the enterprise.

Competency Field: Call Contact

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1 Manage self 1.1 Personal qualities and performance served as a role model
in the workplace.

1.2 Personal goals and plans reflected organisation's plans and

personal roles, responsibilities and accountabilities.

1.3 Action is taken to achieve and extend personal goals

beyond those planned.

1.4 Consistent personal performance is main tained in varying

work conditions and work contexts.

2 Set and meet own work 2.1 Competing demands are prioritised to achieve personal,
priorities team and organisation goals and objectives.

2.2 Technology is used efficiently and effectively to manage

work priorities and commitments.

3 Develop and maintain 3.1 Personal knowledge and skills are assessed against
professional competency competency standards to determine development needs
and priorities.

3.2 Feedback from clients and colleagues is used to identify

and develop ways to improve competence.

3.3 Management development opportunities suitable to

personal learning style(s) are selected and used to develop
competence.

3.4 Participation in professional networks and associations

enhances personal knowledge, skills and relationships.

3.5 New skills are identified and developed to achieve and

maintain competitive edge.
CVQ

ITCCOR0151B: Organize work priorities and development

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of cand idates should be
within the range that applies to the candidate's particular role or workplace.

Performance standards and measures include Goals and objective s:

but not limited to:
applied independently to each individual
enterprise specific and vary according to vary from individual to individual
the particular industry sector influenced by company business objectives
and company standards
environment and experience

Technology may be paper based or electronic Competency standards include but not limited to:
and includes:
national standards
planning tools enterprise standards
scheduling systems
diaries

The operational environment will be Relevant legislation, regulations and standards

influenced by: include:

job role scope, responsibilities privacy act

enterprise policies, guidelines and processes EEO and anti discrimination legislation
level of autonomy telecommunications act
enterprise quality and continuous improvement occupational health and safety legislation
processes and standards industrial awards and agreements
business and performance plans
ethical standards established by the enterprise
productivity and profitability objectives and
targets
best practice and benchmarking principles and
practices
legislation, codes and practice
resource parameters established
learning organisation principles and practices
established and refined personal development
strategies
CVQ

ITCCOR0151B: Organize work priorities and development

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to effectively organize work priority and development in
accordance with the performance criteria and the range listed within the range of variable statements.

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

performs consistently to achieve goals and results

operates effectively in varying work environments and contexts
assesses own performance and learns from experience and feedback
engages in self development activities in response to realistic assessment of competence
maintains and extends knowledge of current and future developments in
professional/technical field
selects and uses appropriate technology

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

feedback mechanisms plan

enterprise policies, procedures and set goals
guidelines assess own performance
enterprise culture and values
enterprise mission, business goals and
standards

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies and information technology

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision of application
to task and questions related to underpinning knowledge.
CVQ

ITCCOR0151B: Organize work priorities and development

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through a

simulation. This should be supported by a range of methods to assess underpinning knowledge.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framewo rk. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and informatio n Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITICOR0211A Use enterprise information system

ITICOR0211A: Use an enterprise information system

Competency Descriptor: This unit applies to the use of an enterprise information system to
obtain and record customer information. It addresses the use of a
single information system while in contact with the customer.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Locate and interpret information 1.1 Log on to enterprise in formation system efficiently.
for a customer inquiry

1.2 Analyse customer inquiry and plan to obtain the required

information.

1.3 Identify sources of information within enterprise system.

1.4 Locate appropriate system screens efficiently.

1.5 Use appropriate codes to locate information.

1.6 Access information from other sources as necessary.

1.7 Interpret information obtained to meet customer

requirements.

1.8 Follow enterprise procedures to satisfy customer inquiry.

1.9 Observe legislation, codes, regula tions and standards

throughout transaction.

2. Record information for a 2.1 Access appropriate screen to initiate a transaction.

customer transaction

2.2 Enter all relevant information required for the transaction.

2.3 Enter appropriate commands to complete the transaction.

2.4 Information and commands are entered efficiently and

accurately.

2.5 Check transactions for accuracy/errors before release.

CVQ

ITICOR0211A Use enterprise information system

2.6 Observe legislation, codes, regulations and standards

throughout transaction.

3 Use help system 3.1 Identify sources of help for information systems problems
or issues.

3.2 The identified source/s of help is accessed to resolve

problems/issues.

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment o f candidates should be
within the range that applies to the candidate's particular role or workplace.

Information systems include: Customer include but not limited to:

unique to the enterprise user

spreadsheet purchaser
database application beneficiary of a service, product, or process
internal or external to the organisation
colleagues

Information includes but not limited to: Transaction includes:

specific details requested by a customer or a sequence of interactions in enterprise

others business systems performed by the staff
details required from core business systems or member in satisfying the customer's needs
other sources in order t o complete a
transaction or process

Other sources include: Sources of help include but not limited to:

additional information systems system helpdesks

reference manuals system operation units
colleagues reference materials
colleagues
supervisor
coaches
CVQ

ITICOR0211A Use enterprise information system

Relevant legislation, regulations and standards include:

privacy act
trade practices act
telecommunications act
occupational health and safety legislation
freedom of information

EVIDENCE GUIDE
(1) Critical Aspects of Evidence

Competency is to be demonstrated by the ability to use an enterprise information system in

accordance with the performance criteria and the range listed within the range of variables
statements

use of various screens within business systems

efficient and effective navigation through information systems
use of standard operating procedures
accurate use of codes used to locate da ta
accurate entering of information onto the system
checks to ensure information is captured in accordance with laid down procedures
help files are accessed when required

(2) Pre -requisite Relationship of Units

ITICOR0221A Use basic computer technology t o process data

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

problem solving processes manipulate computer keyboard

enterprise policies, procedures and use the computer efficiently and
guideline effectively
enterprise information system(s) and
operating platforms
operational environment: customer
base, company products and services
operational systems and technology
workplace ergonomics
CVQ

ITICOR0211A Use enterprise information system

(4) Resource Implications

The following resources should be made avail able:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies
information technology

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervis ion with regular
checks, but may include some autonomy when working as part of a team.

Competency may be assessed concurrently.

Assessment must be in accordance with the performance criteria .

(6) Context of Assessment

Assessment should include practi cal demonstration either in the workplace or through
simulation. This should be supported by a range of methods to assess underpinning
knowledge.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organis e information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refe r to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITICOR00221A Use basic computer technology to process data

ITICOR0221A: Use basic computer technology to process data

Competency Descriptor: This unit applies to the use of computers for information processing.
It addresses basic information processing operations and the use of
basic hardware, software and support resources.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1 Activate and use basic computer 1.1 Identify computer hardware components accurately.
software and hardware

1.2 Obtain and secure log on and password information within

established protocols.

1.3 'Log On' correctly.

1.4 Identify system applications by their icons.

1.5 Use keyboard and mouse proficiently to access softw are.

1.6 Use appropriate tools and/or commands to operate the

software and hardware.

1.7 Exit system using appropriate 'Log Off' procedures.

2 Process information on a 2.1 Analyse and plan an assigned information processing task.
computer system

2.2 Select and open appropriate computer software.

2.3 Locate and/or open appropriate files.

2.4 Enter or modify information into appropriate location.

2.5 Save files and close applications using defined procedures.

2.6 Preserve the integrity of the all information in existing and

new files.

2.7 Operate concurrently and navigate efficiently between two

or more software applications.
CVQ

ITICOR00221A Use basic computer technology to process data

3. Manage computer use 3.1 Identify contingencies arising during computer use.
contingencies

3.2 Identify computer support resources.

3.3 Access and exit help files using correct keystrokes or

mouse actions.

3.4 Navigate help files to obtain the relevant information.

RANGE STATEMENT
This unit applies to the activities associated with the essential o perations linked to using basic computer
technology and applies to individuals in the information technology and communication industry.

Computer hardware may include but not 'Log on' and 'log off' include:
limited to include:
use of passwords and users names. (May vary
stand alone pc dependent on the operational platform and specific
networked PCs applications)
dumb terminal on mainframe sy stem
keyboard
mouse
monitor
printer
modem
scanner

Computer software include but not limited to: Tools and commands include:

word processing edit

spreadsheets format
databases grammar and spelling check
website systems tables
purpose built applications font and font size
page layout
data
print

Preservation of integrity includes but not limited to:

save and/or close files and applications consideration of viruses or corrupted files and
without loss of data and without corruption overwriting existing files
of other files or directories
CVQ

ITICOR00221A Use basic computer technology to process data

Support resources include but not limited to: Contingencies include but not limited to:

help files withi n software systems failure

system support staff file corruption
help desks situations where assistance is required to
vendor assistance complete the assigned task

EVIDENCE GUIDE
(1) Critical Aspects of Evide nce

Assessment candidates should produce evidence of the following:

logs on and log off effectively using the specified procedures.

correct keystrokes or mouse actions are used to navigate around systems and between
software applications
identifies and uses the two or more software applications concurrently
uses the appropriate tools and commands in working through two or more software
applications
enters and/or varies information accurately and in a timely manner
saves information while preserving integ rity of all other system information
help files are accessed

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

computer system applications, tools solve problem

and commands use computer keyboard
word, graphics, data base, spread use different computer software
sheet applications
workplace ergonomics

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies and information technology
CVQ

ITICOR00221A Use basic computer technology to process data

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision of application
to task and questions related to underpinning knowledge.

Assessment must be in accordance with the performance criteria.

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through a

simulation. This should be supported b y a range of methods to assess underpinning knowledge.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria f or procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activitie s Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITIC0R0231A : Operate a personal computer

ITICOR0231A: Operate a personal computer

Competency Descriptor:
This unit deals with the skills and knowledge required to operate a personal
computer to enter data and to access information and applies to all
individuals operating in the information and communication industry.

Competency Field: Information Technology

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Initiate computer system 1.1 Equipment and work environment are correctly checked for
readiness to perform scheduled tasks.

1.2 The hardware components of the computer and their

functions are correctly identified.

1.3 Equipment is powered up correctly.

1.4 Access codes are correctly applied.

1.5 System information is closely examin ed to accurately

identify functions and features.

1.6 Desktop configuration is customised in a manner suitable to

meet individual requirements and/or special needs in
accordance with organisation guidelines.

1.7 Available help functions are used corr ectly when required.

2. Use keyboard and equipment 2.1 Occupational Health and Safety regulations are followed for
correct posture, lighting and length of time in front of
computer.

2.2 Keyboarding is carried out according to organisation

guidelines on speed and accuracy.

3. Navigate and manipulate 3.1 The selection, opening and closing of the correct desktop
desktop environment icons to access features follow the correct and appropriate
procedures.

3.2 Different roles and parts of the desktop windo w are used
correctly and appropriately for particular functions.
CVQ

ITIC0R0231A : Operate a personal computer

3.3 The opening, resizing and closing of desktop windows for

navigation purposes follow the correct procedures.

3.4 Shortcuts are created from the desktop following the correct
procedures.

4. Organise directory and folder 4.1 Directories/folders with subdirectories/subfolders are created
structures and named according to established guidelines.

4.2 Directory/folder attributes are accurately identified.

4.3 Subdirectories/folders are moved between

directories/folders following the correct and appropriate
procedures.

4.4 Directories/folders are renamed as required.

4.5 Directories/folders and subdirectories/folders are correctly

accessed via different paths.

5. Organise file s for user and/or 5.1 The most commonly used types of files are correctly
organisational requirements accessed in a directory/folder.

5.2 Groups of files are correctly selected, opened and renamed

according to procedures as required.

5.3 Files are correctly copied to disk.

5.4 Deleted files are accurately restored as necessary.

5.5 Software tools are correctly and appropriately used to locate

files.

6. Correctly shut down computer 6.1 All open applications are closed using correct procedures
without loss of data.

6.2 Computer is shut down correctly.

CVQ

ITIC0R0231A : Operate a personal computer

RANGE S TATEMENT
This unit applies to activities associated with essential operations linked to using and maintaining basic
computer equipment.

Equipment: Work environment:

install supplied computer equipment

install supplied peripherals furniture
cabling
power supply

Input devices: Data:

keyboard textual
mouse numerical
scanner graphical
microphone
camera

Software systems to include for: File operations include:

word processing naming, updating and archiving files and

spread sheet directories
internet access use of search, sort, print

Files save on:

network
magnetic media
personal PC

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to accurately carry out basic data entry and retrieval
operations on a computer system in accordance with the performance criteria and the range listed within
the range of variables statement .
CVQ

ITIC0R0231A : Operate a personal computer

(1) Critical Aspects and Evidence

It is essential that competence be observed in the followin g aspects:

initiate the use of the equipment

identify functions and features of software
demonstrate the ability to customise desktop environment
organise files, folders and directories
manipulate input devices
access and save files
manipulate features and functions

(2) Pre -requisite Relationship of Units

The pre-requisite for this unit is:

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
knowledge of: The ability to:

safety for working with and around identify computer hardware

computers manipulate data input devices
computer hardware and software access files
systems use file operations
procedure for initiating and closing down manipulate features and tools
computer customise desktop environment
methods of locating files navigate desktop environment
organisation’s standards applicable to copy files
customising desktop environment and
naming of files
naming of files and folders
functions of the different parts of the
desktop window
creating an d saving
files/folder/directories
basic technical terminology in relation to
reading help files and prompts
log-in procedures for accessing a
personal computer
CVQ

ITIC0R0231A : Operate a personal computer

(4) Resource Implications

The following resources should be made available:

files saved on network, magnetic media

personal computer
input devices: keyboard, mouse, other selection devices

(5) Method of Assessment

Competency shall be assessed while work is undertaken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Competencies in this unit may be determined concurrently. Assessment must be in accordance

with the performance criteria .

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support this.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualification Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices .

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for the procedures
Makes judgement of evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidel ines for advice on how to use the Critical Employability Skills.
CVQ

ITIDBO0251A Operate database application (basic)

ITIDBO0251A: Operate database application (basic)

Competency Descriptor: This unit deals with the skills and knowledge required to operate
database applications and perform basic operations. This unit applies
to individuals working in the information and communication
technology industry.

Competency Field: Information Technology

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Use a database application 1.1 A database application is opened using the corr ect
procedures.

1.2 An existing database with default layout is opened.

1.3 Record within an existing database is modify and saved in

line with information requirements.

1.4 Database is saved onto the hard disk or a diskette.

1.5 The database is closed using the correct procedures.

1.6 Application help functions are used when required.

1.7 Viewing modes are changed to meet user and database

requirements.

1.8 Modify toolbar display is modified to database and user

requirements.

2. Create a simple database 2.1 Simple design is correctly formulated for a two -table
database incorporating basic design principles.

2.2 Tables with fields and attributes are created according to

database usage requirements.

2.3 Data is entered accurately a nd tables are linked and

navigated correctly.

3. 3.1 Data is modified in a table according to information

Updating a database
requirements

3.2 Data is deleted from a table as required.

CVQ

ITIDBO0251A Operate database application (basic)

3.3 Appropriate records are added and deleted as required.

3.4 Correct closing down procedures are followed to ensure

that data is not lost.

RANGE STATEMENT
This unit applies to the activities associated with the essential operations linked to operating a database
application and applies to individuals in the information technology industry.

Hardware including: Disk may include but not limited to:

personal computer diskette zip

networked system disk compact
printer disk hard disk
attached peripherals

Software may include but are not limited to: Document may include but are not limited to:

DB2 established files

Micros oft Access new document
Microsoft SQL Server
Informix
Sybase

EVIDENCE GUIDE

Competency is to be demonstrated by the ability to design and develop a simple database using a
standard databas e package in accordance with the performance criteria and the range listed within the
range of variable statements.

(1) Critical Aspects of Evidence

It is essential that competence is observed in the following aspects:

create a database
develop tables with fields and attributes
modify tables layout and field attributes
modify data and records to meet information requirements
access and retrieve data
navigate through tables
exit database without loss of data
CVQ

ITIDBO0251A Operate database application (basic)

(2) Pre -requisite Relationship of Units

Pre-requisites for this unit are :

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

basic technical terminology in relation access database

to reading help files and prompts create database
logging procedures relating to customise settings
accessing a PC access and retrieve information
security, viruses, privacy legis lation,
copyright
types of software
basic database design
field attributes

(4) Resource Implications

The following resources should be provided :

work environment (simulated or actual enterprise)

personal computer/network
printer

To demonstrate this unit of competence the candidate will require access to documents detailing
organisational style guide/policy.

(5) Method of Assessment

Competency shall be assessed while work is undertaken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Competencies in this unit may be determined concurrently. Assessment must be in accordance

with the performance criteria.

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support this.

Simulated activities must closely reflect the workplace.

CVQ

ITIDBO0251A Operate database application (basic)

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualification Framework . They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and procedures
processes Selects the criteria for Evaluates and reshapes process
Makes judgement of the evaluation process Establishes criteria for evaluation
quality using given
criteria

Collect, analyse and organise information Level 1

Communicate ideas and information Level -
Plan and organise activities Level 1
Work with others and in team Level -
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITI COR0241A: Operate a word processing application (basic)

ITICOR0241A: Operate a word processing application (basic)

Competency Descriptor: This unit deals with the skills and knowledge required to operate a
word processing application, perform basic operations to build a
simple document and applies to all individuals operating in the
information and communication industry.

Competency Field: Information Technology

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Create documents 1.1 Opening of documents and the addition of text and symbols
are done according to information requirements.

1.2 Paragraphs are added, selected, copied, deleted or moved

within a document.

1.3 Text is checked and amended in accordance with

organisational and task requirement.

1.4 Manuals, user documentation and on-line help are used to

overcome problems with document production
presentation.

1.5 Document is saved to correct directory/folder.

2. Customise basic settings to 2.1 Font type, size and colour are changed to enhance the
meet page layout conventions appearance of the document.

2.2 Alignment and justification options and line spacing are

applied according to document formatting requirements.

2.3 Margin sizes are modified to suit the purpose of the

documents.

2.4 Ability to view mul tiple documents at any one time is

demonstrated.

3. Format document 3.1 Italics, bold, underline and hyphenation are used as
required and within organisational guidelines.

3.2 Various tools are used correctly throughout the drafting of a

document.

3.3 Closing of documents and saving of documents to disk

follows correct procedures.
CVQ

ITI COR0241A: Operate a word processing application (basic)

4. Create tables 4.1 Basic table is inserted into a word processing document
using the correct procedures.

4.2 Cell attributes are appropriately customised to meet

formatting and data requirements.

4.3 Columns and rows are inserted and deleted as necessary.

4.4 Borders and other formatting tools are appropriately used

according to organisational style requirements.

5. Add Images 5.1 Images and/or graphics are in serted in a word processing
document and customised according to requirements.

5.2 Images are positioned and resized to meet the word

processing document formatting needs.

6. Print word processing 6.1 Document is previewed in print preview mo de.

documents

6.2 Correct print options are selected.

6.3 Information is printed from installed printer.

RANGE STATEMENT
This unit applies to the activities associated with the essential operations linked to operating a personal
computer and applies to all i ndividuals in the information and communication industry.

Software may include but are not limited to: Equipment may include:

Microsoft Word personal computer

Microsoft Works printer
Corel WordPerfect

Formatting may include: Software functions may include:

page orientation text formatting

margins page set -up
enhancements to text –colour, font, size line spacing
enhancements to format – borders, patterns paragraph formatting
and colour tabs
alignment on page spell check
grammar check
CVQ

ITI COR0241A: Operate a word processing application (basic)

Printing may include:

printer set -up

printing multiple copies
printing specified pages
printing odd or even pages

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to complete basic operations associated with creating,
formatting, saving and printing a document in accordance with the performance criteria and the range
listed within the range of variable statements .

(1) Critical Aspects of Evidence

It is essential that competence is observed in the following aspects:

create documents in line with orga nisation’s guidelines

customise settings
format and layout document to specification
insert images and tables
use software features and tools appropriately
apply printing procedures

(2) Pre -requisite Relationship of Units

ITICOR0231A Operate a personal c omputer

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

basic technical terminology in relation manipulate software features

to reading help files and prompts format documents
log-in procedures relating to accessing create a range of documents
a PC add images and tables
types of software customise settings
formatting styles apply pri nting procedures
use and functions of word p rocessing
software
effect of formatting on readability and
appearance of documents
page layout conventions
CVQ

ITI COR0241A: Operate a word processing application (basic)

(4) Resource Implications

The following resources should be provided:

work environment (simulated or actual enterprise)

personal computer/network
printer

(5) Method of Assessment

Competency shall be assessed while work is underta ken under direct supervision with regular
checks, but may include some autonomy when working as part of a team .

Competencies in this unit may be determined concurrently. Assessment must be in accordance

with the performance criteria.

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support this.

Simulated activities must closely reflect the workplace.

CVQ

ITI COR0241A: Operate a word processing application (basic)

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualification Framework. They relate to the seven areas of generi c competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level -
Use mathematical ideas and techniques Level -
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBCOR0011A Prepare for work

BSBCOR0011A: Prepare for work

Competency Descriptor: This unit covers the skills and knowledge required to prepare an
individual to perform effectively in a work environment. It includes
identifying the rights and responsibilities of employees and employers
and assisting in the business while under direct supervision.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Identify organisational/work 1.1 Work requirements and responsibilities are identified with
requirements advice from appropriate persons.

1.2 Roles and responsibilities of colleagues and immediate

supervisors are identified.

1.3 Employee’s/employer’s rights are identified and

knowledge applied where appropriate.

1.4 Legal responsibilities and any relevant organisational

goals and objectives are identified and applied where
appropriate.

1.5 Behaviour that contributes to a safe work environment is

identified and followed.

2. Work in a team 2.1 Courteous and helpful manner is displayed at all times.

2.2 Allocated tasks are completed as required.

2.3 Assistance is sought when difficulties arise.

2.4 Questioning is used to clarify instructions or

responsibilities.

2.5 Non-discriminatory attitude is displayed.

3. Develop effective work habits 3.1 Work and personal priorities are identified and a balance
achieved between competing priorities.

3.2 Time management strategies are applied to work duties.

3.3 Appropriate dress and behaviour are observed in the

workplace.

4. Demonstrate proper grooming 4.1 There is graceful bearing in walking, sitting and standing.
habits Posture and movement of body parts is properly
harmonized, according to physical capacity.

4.2 Unpleasant body odour is absent, also bad breath. Teeth

show evidence of proper dental care.

4.3 Hair is clean; hairstyle is suitable for the workplace and is

maintained in a neat manner.
CVQ

BSBCOR0011A Prepare for work

4.4 Hands are clean; nails are trim, neat and free of dirt.

4.5 Clothing is neatly constructed, properly finished, fits well

and coordinates attractively.

4.6 Clothing has the right tone for the office and is neither too
dressy, too casual nor too revealing.

4.7 Accessories are used tastefully and are not overpowering

or detracting.

RANGE STATEMENT
The Range Statement provides advice to interpret the scope and context of this unit of competence, allowing
for differences between. It relates to the unit as a whole and facilitates holistic assessment. In addition, the
following variables may be present for this particular unit:

Legislation, codes and national standards Organisation’s requirements may be included in:
relevant to the workplace which may
include: • organisational policies and guidelines
• common organisational practice
• relevant legislation from all government agencies • performance plans
which affect business operation, especially in • Occupational Health and Safety policies,
regard to Occupational Health and Safety and procedures and programs
environmental issues equal opportunity,
industrial relations anti-discrimination relevant
industry codes of practice

Appropriate persons may include: Additional skills may be acquired by:

• supervisors • on-the-job coaching or mentoring
• mentors • presentations/demonstrations
• trainers • formal course participation
• colleagues • work experience

Rights and responsibilities of employees may relate Behaviour which contributes to a safe work
to: environment may include:
• attendance • discussing and negotiating problems and tasks
• punctuality with other team members
• obeying lawful orders • sharing knowledge and skills
• confidentiality of information concerning the • identifying and reporting any risks or hazards
organisation, clients or colleagues • using business equipment according to
• safety and care with respect to Occupational instructions
Health and Safety policies
• knowing the terms and conditions of own
employment
• the right to union representation protection from
discrimination and sexual harassment
CVQ

BSBCOR0011A Prepare for work

The organisation’s goals and objectives may be: The right to dismiss an employee if he /she should:
stated or implied by the way the organisation
conducts its business including: • commit a criminal offence
• cause an accident through negligence or
• organisational values and behaviours carelessness
• flexibility, responsiveness, financial performance • commit acts of disloyalty such as revealing
• work procedures and/or procedures manuals confidential information
• people management, interpersonal
communication
• business planning, marketing and customer
service

Work and personal priorities relate to a work/life Appropriate dress and behaviour may relate to:
balance and may include work and other
commitments including: • personal dress, presentation and hygiene
• demeanour in the workplace
• personal studies/assignments • attitude displayed to customers and other team
• home/family recreational activities members
• other jobs
• culture

Non-discriminatory attitudes may be displayed in: Grooming to include:

• all contacts with other staff, clients or • the use of hygiene aids, properly laundered
management garments, clean shoes, the range of fashions
• verbal or non-verbal communication and hairstyles accepted as appropriate for the
workplace

Work priorities may vary according to: Posture to include:

• organisation requirements • straight back, appropriate placement of feet
• type of work (whether walking, standing, or sitting), upright
• degree of client/customer contact positioning of body – according to physical
capability

Rights and responsibilities of employers include:

• the responsibility of providing a safe environment
free from discrimination and sexual harassment

EVIDENCE GUIDE
This is an integral part of the assessment of competence and should be read in conjunction with the Range
Statement.

In order to achieve consistency of performance, evidence should be collected over a set period of time,
which is sufficient to include dealing with an appropriate range and variety of situations.
CVQ

BSBCOR0011A Prepare for work

(1) Critical Aspects of Evidence

Ability to:
• express the organization’s requirements including goals and values
• identify workplace procedures for maintaining employee and employer rights
• develop strategies for effective work practices

(2) Pre-requisite Relationship of Units

• Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:
• relevant features of legislation from • process basic, relevant workplace
all government agencies which affect documentation according to work
business operation, especially in regard requirements
to Occupational Health and Safety and • communicate to request advice, receive
environmental issues, equal opportunity, feedback and work with a team
industrial relations, and • display problem-solving skills in order to
anti-discrimination resolve routine problems related to the
• award and enterprise agreements and workplace
relevant industrial instruments • relate to people from a range of social,
• basic rules and expectations for workers cultural, ethnic backgrounds and physical
and employees and mental abilities
• basic principles of time management

(4) Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally
used in the workplace.

(5) Method of Assessment

Competency will be assessed through direct observation and questions related to underpinning
knowledge and skills.

Competency will be assessed under general guidance checking at various stages of the process and
at completion of the activity against performance criteria and specifications.
CVQ

BSBCOR0011A Prepare for work

(6) Context of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and
within the scope as defined by the Range Statement.

Assessment must take account of the endorsed assessment guidelines in the Business Competency
standards.

Assessment of performance requirements in this unit should be undertaken in an actual workplace or

simulated environment.

Assessment should reinforce the integration of the critical employability skills and the Business
Services Common Competencies for the particular NVQ-J Level. Refer to the Critical Employability
Skill Levels at the end of this unit.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency that
underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
• Carries out established • Manages process • Establishes principles and
processes • Selects the criteria for the procedures
• Makes judgement of evaluation process • Evaluates and reshapes
quality using given criteria process
• Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBCOR0161A Handle telephone calls

BSBCOR0161A: Handle telephone calls

Competency Descriptor: This init deals with telephone techniques in answering and receiving calls to
disseminate and receive information for smooth flowing of communication
in an organization.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Receive telephone calls 1.1 Telephone calls are answered courteously and
promptly using approved organization style.

1.2 Callers are correctly identified and requirements

accurately established.

1.3 Call is correctly referred to the appropriate individual.

2. Analyse calls and route 2.1 Non-specific requirements are analysed and
appropriately appropriate person or department to receive call is
correctly determined.

2.2 Where specific requests cannot be met, options and

alternatives are identified and offered.

2.3 Callers are given accurate information.

2.4 Callers are k ept informed of the reasons for any

delay in connection.

2.5 Callers are transferred correctly between extensions.

3. Answering, recording, & transcribing 3.1 Messages are recorded accurately, uncertainties
messages clarified and messages passed to correct location
promptly.

3.2 Answering machines are correctly set to receive calls

automatically.

3.3 Recorded messages are accurately transcribed,

urgent messages identified and all messages passed
to the correct individual promptly.

3.4 Records are up -to- date, legible and accurate.

4. Making telephone calls 4.1 Name and number of person to be called and
purpose of the call are accurately determined.

4.2 Call is placed in accordance with organizational

procedures.
CVQ

BSBCOR0161A Handle telephone calls

4.3 Conversation is brou ght to a suitable conclusion,

restating relevant points.

4.4 Information is transmitted correctly and efficiently.

4.5 Customers are satisfied with telephone exchange.

5. Adhere to confidentiality, security & 5.1 Confident iality and security procedures are
equipment care procedures maintained.

5.2 Equipment faults are identified and promptly reported

to an appropriate person.

RANGE STATEMENT
Competent performance of the criteria must be demonstrated in the context of this unit allowing the
differences between enterprises. In addition the following variables may be present for this particular unit.

Legislation, codes and National Standards relevant Purpose of call – Caller may wish to:
to the workplace which may include:
speak to particular person
relevant legislation from all government seek information
agencies that af fect business operation, access company services
especially in regard to Occupational Health & purchase merchandise
Safety and environmental issues, equal schedule appointment
opportunity, industrial relations and anti-
discrimination Callers to include:
Relevant industry codes and practice
expected callers
Non-routine/emergency demands to include: unexpected callers
VIP’s
difficult and irate callers general public
customers/clients
Records:
salespersons
business associates
callers’ log book
personal acquaintances
message pad
family members
Information:
Confidentiality may refer to:
specific
private, personal and confidential business
technical (e.g. e-mail)
information received by telephone
CVQ

BSBCOR0161A Handle telephone calls

Telephone calls to include: Security:

long distance calls In respect of telephone equipment including

local calls answering machine and voice mail
international calls
emergency calls Options and alternatives:

internal referrals
referrals to other companies
make information available at a later date

EVIDENCE GUIDE
(1) Critical Aspects of Evidence

Assesses learning opportunities to extend own personal work competencies on the use and
operation of switchboard.
Seeks feedback from clients and colleagues.
Uses business technology to monitor calls and communication.
Receives feedback constructively.
Demonstrates good communication techniques in ending calls.

(2) Pre-requisite Relationship of Units

BSBCOR0171A Deliver quality customer service

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

relevant legislation from all take written messages including detail

government agencies that affect follow-up on calls as promises
business operation, especially in answer politely and pleasantly under
regard to occupational Health and extreme internal pressure
Safety listen keenly
telephone techniques releva nt to speak clearly
switchboard operation and features display proper attitude
use of the telephone as a business summarize messages
opportunity
do’s and don’ts of telephone use as
it applies to the organization
CVQ

BSBCOR0161A Handle telephone calls

(4) Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally
used in the workplace . These include:

suitable work area with appropriate telephone equipment

relevant furniture and equipment to execute job
atmospheric condition appropriate to work environment

(5) Method of Assessment

Competency should be assessed w hile work is being done under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Assessment may be intermittent checking at the various stages of the job application in accordance
with the performance cr iteria, or may be at the completion of each process.

(6) Context of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and
within the scope as defined by the Range Statement.

Assessment must take account of the endorsed assessment guidelines in the Business Competency
Standards

Assessment of performance requirements in this unit should be undertaken in a n actual workplace or

simulated environment.

Assessment should reinforce the integration of the critical employability skills and the Business
Services Common Competencies for the particular NVQ - J Level. Refer to the Critical Employability
Skills at the end of this unit.
CVQ

BSBCOR0161A Handle telephone calls

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency th at
underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
Carries out established Manages process Establishes pr inciples and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 2

Communicate ideas and information Level 2
Plan and organise activities Level 1
Work with others and in t eam Level 2
Use mathematical ideas and techniques Level 1
Solve problems Level 2
Use technology Level 2

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITICOR0271A: Send and retrieve information via Internet

ITICOR0271A: Send and retrieve information via Internet

Competency Descriptor: This unit deals with the skills and knowledge required to complete
basic web search tasks and send and retrieve e-mails with
attachments. This unit applies to individuals working in the
information and communication industry.

Competency Field: Information Technology

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Access the internet 1.1 Appropriate browser is opened and assigned a Hom e
Page/Start Page through setting basic preferences.

1.2 The display/view modes are appropriately adjusted to suit

personal requirements according to operational guidelines.

1.3 Toolbar is appropriately modified to meet user and

browsing needs.

1.4 Access is gained to desired site and data is retrieved in

accordance with guidelines and regulations.

1.5 Images are loaded or not loaded depending on modem

speed, computer and browser capabilities.

1.6 URL is opened to obtain data and browse links in

accordance with established procedures.

2. Search internet 2.1 Search engines are opened using the correct methods and
search requirements are clearly defined.

2.2 Usage of a range of search parameters (key words, logical

operators) is demonstrated.

2.3 Search results are saved and presented as a report

according to the information required and operational
guidelines.

2.4 Bookmarks are created for required web page and saved in
associated bookmark folder using correct procedures.
CVQ

ITICOR0271A: Send and retrieve information via Internet

2.5 Page set -up options are appropriately modified and the
web page or the required information is printed according to
approved guidelines and procedures.

2.6 Established procedures are followed in shutting down and

exiting browser.

3. Send and organise messages 3.1 Mail inbox is opened for a specific user and a new mail
message created.

3.2 Each field (address to, subject, etc) is completed and text is
added to message according to organisational guidelines
on e-mail usage and e-mail content.

3.3 Auto signature is added and files are attached in the

required format.

3.4 Priority of message is determined, message is spell -

checked, copied and text deleted and then sent.

3.5 Received messages are replied to and forwarded as

appropriate.

3.6 Attachment is opened and saved to relevant directory/folder

and a new folder is created if necessary.

3.7 Messages are searched for and are marked or deleted as

necessary.

3.8 Messages are sorted (saved in folders/directories,

archived, highlighted, etc) a nd unwanted messages are
deleted.

4. Create an address book 4.1 Mail addresses are added to address book and
unnecessary addresses are deleted.

4.2 Address book is updated with incoming mail addresses.

4.3 An address list is created and mail sent out according to

the list.

4.4 Different folders are created for different categories of

addresses.
CVQ

ITICOR0271A: Send and retrieve information via Internet

RANGE STATEMENT
This unit applies to the activities associated with the essential operations linked to conducting basic web
search tasks and sending and receiving e-mails with attachments and applies to individuals in the
information and communication industry.

Equipment including: Document may include but are not limited to:

personal computer established files

network system new document
printer
attached peripherals

May include presentation applications contained in: Disks may include but not limited to:

Microsoft Office diskettes zip

Lotus Suite disks compact
Claris Works disks hard disk
other similar applications

Policies and regulations ma y include issues related Operating Systems:

to but not limited to:
Command line
encryption and privacy Graphical User Interface
intellectual property rights
pornography

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to browse the internet, search for information, send and
receive e-mails and organise the mail browser applications in accordance with the performance criteria
and the range listed within the range of variable statements.

(1) Critical Aspects of Evidence

It is essential t hat competence is observed in the following aspects:

customise settings
accessing the internet
assessing capability of the system to complete certain tasks
communicate effectively via the internet
observe protocols and security procedures
demonstrate the ability to use relevant software applications
create bookmarks and address book
safe and effective operational use of all equipment
CVQ

ITICOR0271A: Send and retrieve information via Internet

(2) Pre -requisite Relationship of Units

ITICOR0231A Operate a personal computer

ITICOR0471A Access t he Internet

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

make-up and structure of web access the Internet and retrieve data
addresses using WWW and e-mail
basic technical terminology in relation send a simple email
to reading help files and prompts perform a simple search and save the
log-in procedures relating to accessing text of a web page to disk
a PC extract and virus -scan downloaded
modem speed, traffic loads in relation files
to times of accessing the internet demonstrate an ability to find and use
evaluating and assessing the authority information relevant to the task from a
of information variety of information sources
organisational guidelines on internet read and write at a level where basic
and email usage, web etiquette workplace documents are understood
security, viruses, privacy legislation, communicate clearly and precisel y
copyright interpret user manuals and help
different types of search eng ines functions
different cultures exhibit cultural understanding
the different types of messages that
occur
types of software

(4) Resource Implications

The following resources should be provided:

work environment (simulated or actual enterprise)

personal computer/network
internet access
printer
To dem onstrate this unit of competence the candidate will require access to documents
detailing:
organisational style guide/ policy
organisational policies on internet and e -mail usage
CVQ

ITICOR0271A: Send and retrieve information via Internet

(5) Method of Assessment

Competency shall be assessed while work is under taken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Competencies in this unit may be determined concurrently. Assessment must be in accordance

with the performance criteria.

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support this.

CRITICAL EMPLOYABILITY SK ILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualification Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process E valuates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level -
Use mathematical ideas and techniques Level -
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITICOR0471A Access the Internet

ITICOR0471A: Access the Internet

Competency Descriptor: This unit deals with the skill and knowledge required to access the
Internet and applies to all individuals operating in the information
and communication industry.

Competency Field: Information Technology

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Identify and use local resources 1.1 Installed Internet software applications are correctly
identified and started up using the correct procedures.

1.2 Appropriate Internet software is used off line or online

following the correct operating procedures.

1.3 Access is gained to desired site and files are downloaded.

1.4 Downloaded files are scanned for viruses using installed

software according to established guidelines.

1.5 Guidelines and regulation are adhered to in the retrieval of

information and files.

2. Identify and use remote 2.1 Files and documents using the Internet s earch engines are
resources accessed using the correct procedures.

2.2 The Internet is browsed to find related sites via links

according to procedures.

2.3 Sending, downloading, reading and responding to e-mails

follow organisational and operational procedures .

2.4 Files attached to incoming e -mails are correctly retrieved

and appropriately sent as attached files.
CVQ

ITICOR0471A Access the Internet

RANGE STATEMENT
This unit applies to the activities associated with the essential operations linked to accessing the Internet
and applies to all individuals in the information and communication industry.

Software may include but are not limited to: Anti-virus software may include:

Microsoft Internet Explorer Norton

Netscape McAfee
Lycos
Google
Yahoo

Policies and regulations may include i ssues related to but not limited to:

encryption and privacy

intellectual property rights
pornography

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to access the Internet and obtain and send information
as in accordance with the performance criteria and the range listed within the range of variable
statements.

(1) Critical Aspects of Evidence

It is essential that competence is observed in the following aspects:

identification of install internet software

initiate use of software
access and browse internet
download and virus -scan files
retrieve and send e -mails
retrieve and send attachments

(2) Pre -requisite Relationship of Units

Pre-requisites for this unit are :

ITICOR0231A Operate a personal computer

CVQ

ITICOR0471A Access the Internet

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

knowledge of how to initiate and access the Internet and retrieve data
conclude an Internet connection using WWW and e-mail
knowledge of appropriate uses of send a simple e -mail
different Internet protocols and data perform a simple search and save the text
types (WWW, email, etc) of a web page to disk
knowledge of privacy and security extract and virus -scan downloaded files
measures related to online tasks demonstrate an ability to find and use
knowledge of information sources information relevant to the task from a
variety of information sources

(4) Resource Implications

The following resources should be provided:

work environment (simulated or actual enterprise)

personal computer/networked system

(5) Method of Assessment

Competency shall be assessed while work is undertaken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Competencies in this unit may be determined concur rently. Assessment must be in accordance
with the performance criteria.

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support this.

Simulated activities must closely reflect the workplace.

CVQ

ITICOR0471A Access the Internet

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do n ot
relate to the GCTVET Qualification Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCCO0231B: Process low risk credit applications

ITCCCO0231B: Process low risk credit applications

Competency Descriptor: This unit applies to handling of the more routine credit applications
involving established customers and/or small amounts of credit.

Competency Field: Billing and Credit

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1 Receive credit application 1.1 Customer details are reviewed, including trading name
details and amount of credit required.

1.2 Customer preferred payment methodology is identified.

1.3 Whether applicant is an existing customer is determined.

1.4 Existing customer records are checked for payment history

and credit standing.

2 Process credit application 2.1 Customer credit rating determined in accordance with
enterprise and legislative requirements.

2.2 Credit card details are checked with relevant financial

institution where applicable.

2.3 Customer ability to repay any cred it advances is checked.

2.4 Credit levels and payment terms are determined, based on

credit rating and amount of credit sought.

2.5 Payment arrangements with customer is negotiated and

agreed.

2.6 Difficulties experienced in customer negotiations are

referred, in accordance with enterprise policy.

2.7 Outstanding issues relating to credit application are

referred or followed up in an efficient and timely manner.
 CVQ

ITCCCO0231B: Process low risk credit applications

3 Complete credit application 3.1 Appropriate documentation is completed and forwarded to

administration the customer.

3.2 Credit arrangements and record details are approved in

accordance with enterprise policy and legislative
requirements.

3.3 Agreed payment arrangements are notified in accordance

with enterprise procedure.

3.4 Legislation, codes, regulations and standards observed

throughout transaction.

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's particular role or workplace.

Credit management includes: Credit management procedures include:

the granting of credit to customers for the unique to an enterprise and recorded in
purchase, leasing of goods and services enterprise policy manuals and procedural
documents procedures are governed by
government legislation and codes of practice

Customer records include but not limited to: Quality and continuous improvement include but
not limited to:
records normally maintained in a computerised
system specific to the enterprise but may take variation
the form of paper/card related systems customer service
standards
service delivery
performance
process
productivity
financial
goal setting
resource management
 CVQ

ITCCCO0231B: Process low risk credit applications

Payment arrangements include but not limited to: Referral procedures:

credit card will vary from enterprise to enterprise

cheque
agreed instalments
direct debit

Credit card details include: Credit application/agreement documentation:

card type unique to the enterprise

card holder details
card number
expiry date

Relevant legislation, codes, regulations and

standards include:

privacy act bankruptcy act

EEO and anti discrimination legislation debt recovery act
telecommunications act credit act
occupational health and safety legislation debtors act
freedom of information

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to effectively process low risk credit applications in
accordance with the performance criteria and the range listed within the ra nge of variable statements

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

application of enterprise credit procedures

check records to establish payment/credit history
determination of customer capacity to pay
establishment of customer credit rating
negotiation of credit terms and payment arrangements with customers

(2) Pre -requisite Relationship of Units

Nil
 CVQ

ITCCCO0231B: Process low risk credit applications

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

credit management procedures articulate enterprise products and

basic mathematics services
basic accounting procedures listen actively
enterprise information systems relate to people of all levels
enterprise customer service policy demonstrate oral and written
specific work role and relationships communication skills
enterprise protocols associated with apply customer service skills
customer service demonstrate empathy skills
operational environment: customer skills interpersonal skills
base, company products and services Influencing
operational systems Apply problem solving skills
quality and continuous improvement
processes
occupational health and safety
standards

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with similar features
customer contact technologies and information technology

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision of application
to tasks and questions related to underpinning knowledge .

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through a

simulation. Th is should be supported by a range of methods to assess underpinning knowledge.
 CVQ

ITCCCO0231B: Process low risk credit applications

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 2

Communicate ideas and inform ation Level 2
Plan and organise activities Level 2
Work with others and in team Level 2
Use mathematical ideas and techniques Level 1
Solve problems Level 2
Use technology Level 2

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBBAD0681A Locate and store files in a paper-based system

BSBBAD0681A: Locate and store files in a paper-based system

Competency Descriptor: This unit covers locating and returning files stored in a simple
paper-based filing system.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Locate files 1.1 Correct procedures are followed to locate files.

1.2 Problems with files are identified and reported to relevant

persons.

1.3 Files and their contents are kept safe and intact.

1.4 Files, requested are delivered on time to relevant persons

requesting.

1.5 Confidentiality is maintained in handling files.

1.6 Procedures for issuing and or circulating files are correctly

followed.

2. Update and store files 2.1 New items to file are added as instructed or according to
company policy.

2.2 Files and contents are checked for completeness.

2.3 Files are stored within time frame established.

2.4 Files are stored in the correct location, using index system
established.

2.5 Correct procedures for storing the files is followed.

2.6 Confidential information is treated appropriately and in

keeping with company policy.

3. Handle returned file 3.1 Procedures for handling returned files are correctly
followed.

3.2 Returned files are replaced within the time frame

established.
CVQ

BSBBAD0681A Locate and store files in a paper-based system

RANGE STATEMENT

The following statements cover a wide range of circumstances. Assessment of candidate should be
within the range that applies to the candidate’s particular role or workplace.

Locate files: Updating files:

• store alphabetically • adding new items
• store numerically • storing items
• disposal of items

Relevant persons:
• supervisor
• person requesting files

EVIDENCE GUIDE
Evidence of competency is to be demonstrated by the ability to locate and store files in accordance with
the performance criteria and the Range Statement.

(1) Critical Aspects of Evidence

Assessment of the candidate should produce evidence of the following procedures:

• following instructions
• identifying and reporting problems
• maintaining efficient and neat filing system
• use of alphabetical and numerical filing system
• use of indexes
• safe keeping of files and their contents
• locate and return files within time frame established
• handle confidential information
• understanding and using retention policy
• use of filing equipment and storage
• use of tracer or guide system

(2) Pre-requisite Relationship of Units

BSBCOR0011A Prepare for work

CVQ

BSBBAD0681A Locate and store files in a paper-based system

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:
• alphabetical and numerical filing • operate alphabetical filing system
system • operate numerical filing system
• advantage and disadvantage of • use indexing and cross-referencing
different filing systems system
• systems in organisations • locate, issue and return files
• safety and security procedures • use tracer and or guide system
• elements of good filing system • dispose of items following retention
• importance of a tracer or out guide policies
systems • use filing equipment
• cross-referencing • perform vertical and lateral filing
• retention policy
• different indexing system
• vertical and lateral filing

(4) Resource Implications

The following resources should be available:

• filing cabinet
• indexing cards
• filing policy and policy manual

(5) Method of Assessment

Competency should be assessed while work is under taken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Assessment must be in accordance with the performance criteria

(6) Context of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide,
and within the scope as defined by the Range Statement.

Assessment must take account of the endorsed assessment guidelines in the Business
Competency Standards.

Assessment of performance requirements in this unit should be undertaken in an actual

workplace or simulated environment.

Assessment should reinforce the integration of the Critical Employability Skills and the Business
Services Common Competencies for the particular NVQ-G Level. Refer to the Critical
Employability Skill Levels at the end of this unit.
CVQ

BSBBAD0681A Locate and store files in a paper-based system

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
• Carries out established • Manages process • Establishes principles and
processes • Selects the criteria for the procedures
• Makes judgement of evaluation process • Evaluates and reshapes process
quality using given criteria • Establishes criteria for evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCCO0321B: Set up customer account

ITCCCO0321B: Set up customer account

Competency Descriptor:
This unit describes those functions associated with checking credit
applications, recording relevant data, maintaining files and
completing required documentation.

Competency Field: Communication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1 Obtain and process 1.1 Techniques employed encourage customers’ willingness to
customers’ details speak freely.

1.2 Details appropriate for setting up an account are obtained

from customer.

1.3 Appropriate information regarding the organization and its

products is disclosed.

1.4 Care is taken to verify information gained from customer.

1.5 Programme and database accessed are correct.

1.6 Customer details are correctly inputted to the computer

system for editing and processing.

1.7 Computer files are updated and saved.

1.8 Updating of computer records is always verified by

retrieving a record immediately after it has been written in.

2 Arrange for the issue of 2.1 All requisite codes are correctly applied to the customer’s
account documentation and records.
features

2.2 Special features chosen by the customer are properly

accommod ated.

2.3 The means of despatch are appropriate to the customer.

CVQ

ITCCCO0321B: Set up customer account

3 Set up payment arrangements 3.1 The customer’s ability to access the feature is properly
examined against company criteria.

3.2 Ratios are correctly calculated from details obtained from

the customer.

3.3 Considerations for arrival of payment arrangements are

correctly applied.

3.4 Efforts are made to verify details of customer earnings.

3.5 Efforts are made to verify customer obligations and

financial commitments.

3.6 Authorized levels are correctly calculated and determined.

3.7 Care is taken to ensure that payment schedules are within

established ratios.

RANGE STATEMENT

Application document details and supporting Legislative requirements may include but not
documentation may include but not limited to: limited to:

credit application forms "guarantee" credit act

security/financial documentation privacy act
relevant correspondence evidence reproduction act or equivalent
privacy act authority bills of sale and other Instruments act
terms and conditions of sale
register systems may be paper -based or
electronic

Internal company policy and procedures may Documents may include but not limited to:
include but not limited to:
delivery dockets (signed)
methods of initiation of new applications and credit or debit notes
processing of applications purchase orders
correspondence presentation aged debtors trial balance
security procedures customer account reconciliation
customer statements
dishonoured cheques
account maintenance forms
audit trails
cash allocation / journal processing
CVQ

ITCCCO0321B: Set up customer account

Details on customer accounts may include but not Billing adjustments may include but not limited to:
limited to:
full payment received
customer file/identification number part payment received
invoice/account number outstanding amount
customer name cancellation fees
customer delivery and postal ad dress/es reimbursement fees
customer contact telephone number/s claims
payment due sales tax
payment due date part refunds
payment details discounts
outstanding amount details interest charges
TRN
facsimile numbers/electronic address(s)
credit limit

EVIDENCE GUIDE
Assessment of performance requirements in the unit must be undertaken in an industry conte xt. Aspects
of competency, including attainment of relevant knowledge and skills may be assessed in a simulated
work environment in accordance with the performance criteria and the range listed within the range of
variables statement.

(1) Critical Aspects of Evidence

validating of account details

basic knowledge of appropriate legislation
understanding and implementation of company credit policy
sufficient liaison skills to clarify information for basic credit accounts
ability to use data entry and recording systems

(2) Pre -requisite Relationship of Units

Nil
CVQ

ITCCCO0321B: Set up customer account

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

interviewing techniques records, updates and files correspondence and

product knowledge documentation
company profile and policies develops and maintains interpersonal skills,
operating/updating DBMS telephone skills and writing skills
how to calculate the requisite ratios relates effectively to customers to clarify,
how to request information from various discuss and update account information
sources process account applications effectively and
accessing and printing from DBMS efficiently
e-mailing explain and use the fili ng system and its codes
general developments in the credit and maintains the filing system to ensure it
management sector and company operates effectively
policy enters new information into databases

(4) Resource Implications

availability of qualified assessors and assessment guidelines

system which facilitates recording of trainees profiles and progress
facilities for workplace or simulated environment assessment

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision and include
observation of real or simulated processes and procedures.
Competency should include a demonstrated understanding of the roles and functions of the
players in the customer account department.
Assessment must be in accordance with the performance criteria and the range liste d in the
range of variable statements.

(6) Context of Assessment

Assessment of performance requirements in the unit must be undertaken in an industry context.

Aspects of competency, including attainment of relevant knowledge and skills may be a ssessed
in a simulated work environment. This should be supported by a range of methods to assess
underpinning knowledge.
CVQ

ITCCCO0321B: Set up customer account

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do n ot
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and procedures
processes Selects the criteria for Evaluates and reshapes process
Makes judgement of the evaluation process Establishes criteria for evaluation
quality using given
criteria

Collect, analyse and organise informat ion Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the A ssessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBCOR0091A: Receive visitors

BSBCOR0091A: Receive visitors

Competency Descriptor:
This unit deals with the skills and knowledge required to receive
visitors to an organization, while keeping set rules and procedures.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Receive and assist visitors 1.1 Visitor is greeted courteously.

1.2 Purpose of visit is corre ctly ascertained.

1.3 Visit is appropriately recorded and security clearance

facilitated.

1.4 Visitors are directed or escorted and introduced in

accordance with company policy.

2. Relevant hospitality and 2.1 Visito rs are provided with appropriate hospitality facilities.
emergency situation is
addressed 2.2 Judgement and initiative are used to deal with non- routine
and emergency demands promptly and effectively.

2.3 Visitors are given only disclosable information.

2.4 The availability of the person to be visited is correctly

ascertained.

2.5 Reasons for delay/non -availability of assistance are

explained politely.

3. Identity is cleared, applying tact 3.1 Visitors are correctly identified and requirements e stablished
and necessary security accurately.
measures

3.2 Visitors with queries within scope of one’s own responsibility

are dealt with to their satisfaction.

3.3 Visitors are handled with tact and diplomacy.

3.4 Security and confidentiality procedures are maintained.

CVQ

BSBCOR0091A: Receive visitors

4. Appropriate communication 4.1 Appropriate tone/manner is used in communication.

process is followed

4.2 Information is conveyed accurately, observing rules of

confidentiality.

4.3 Information, which is communicated, is clear and understood.

RANGE STATEMENT
Competent performance of the criteria provides advice to interpret the scope and context and must allow for
differences between organizations.

Purpose of visit includes the need to: Records:

see a particular person visitors’ log book

seek information message pad
access company services appointment book
purchase merchandise despatch book
fulfil appointment incoming correspondence book

VISITORS TO INCLUDE : Communication may be with:

expected and/or unexpected callers supervisors /managers

general public peers
customers/clients clients/customers
salespersons general public
business associates
personal acquaintances
family members

Non-routine/emergency demands to include:

difficult and irate persons

persons who pose a security risk
CVQ

BSBCOR0091A: Receive visitors

EVIDENCE GUIDE
The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm
competency for this unit.

(1) Critical Aspects of Evidence

seeking and acting on feedback from internal and external visitors

prioritising and scheduling human traffic
treating visitors in a courteous and professional manner
accurate identification of visitors through the use of appropriate interpersonal skills
identifies visitors accurately

(2) Pre-requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

the organization’s business structure, request advice, receive feedback and work
products and services with a team (communication skills)
the relevant legislation from all understand basic workplace documentation
government agencies that affect (reading skills)
business operation, especially in regard relate to people from a range of social,
to Occupational Health and Safety and cultural and ethnic backgrounds and
environmental issues, equal opportunity, physical and mental abilities (interpersonal
industrial relations and anti - skills)
discrimination select and use technology appropriate to a
principles of effective communication in task
relation to listening, questioning and
non -verbal communication
organization’s policies and procedures
including dress code guide
importance of demonstrating respect
and empathy in dealing with colleagues
and customers
CVQ

BSBCOR0091A: Receive visitors

(4) Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally
used in the workplace, which will include:

suitable work area with appropriate communication equipment

stationery
relevant furniture and equipment to execute job
ventilation appropriate to environment

(5) Method of Assessment

Competency should be assessed while work is being done under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

(6) Context of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and
within the scope as defined by the Range Statement.

Assessment must take account of the endorsed assessment guidelines in the Business Competency
Standards.

Assessment of performance requirements in this unit should be undertaken in an actual workplace or

simulated environment.

Assessment should reinforce the integration of the key competencies and the Business Services
Common Competencies for the particular CVQ - J Level. Refer to the Critical Employability Skills
levels at the end of this unit.
CVQ

BSBCOR0091A: Receive visitors

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency that
underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes process
quality using given Establishes criteria for
criteria evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSSREO0021A Apply point of sale handling procedures

BSSREO0021A: Apply point of sale handling procedures

Competency Descriptor: This unit involves operations at the point of sale area. It
encompasses procedures for use of point of sale equipment and
for completing a sales transaction.

Competency Field: Retail Operations

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Operate Point of Sale 1.1 Point of sale equipment operated according to desi gn
Equipment specifications.

1.2 Point of sale terminal opened and closed according to store

procedure.

1.3 Point of sale terminal cleared and tender transferred

according to store procedure.

1.4 Cash handled according to store security procedures.

1.5 Supplies of change in point of sale terminal maintained

according to store policy.

1.6 Active point of sale terminals attended according to store

policy.

1.7 Records completed for transaction errors according to store

policy.

1.8 Adequate supplies of dockets, vouchers and point of sale

documents maintained.

1.9 Customers informed of delays in the point of sales operation

2. Perform Point of Sale 2.1 Point of sale transactions completed according to store
Transactions policy.

2.2 Store procedures identified and correctly applied in respect

of cash and non -cash transactions.

2.3 Store procedures identified and applied in regard to

exchanges and returns.
CVQ

BSSREO0021A Apply point of sale handling procedures

2.4 Goods moved through point of sale area efficiently and with
attention to fragility and packaging.

2.5 Information entered into point of sale equipment accurately.

2.6 Price/total/amount of cash received stated verbally to

customer.

2.7 Correct change tendered

3. Complete Sales 3.1 Customer order forms, invoices, receipts comp leted
accurately.

3.2 Customer delivery requirements identified and processed

accurately, without undue delay.

3.3 Sales transactions processed without undue delay or

customers directed to point of sale terminals according to
store policy.

4. Wrap and Pack Goods 4.1 Adequate supplies of wrapping material or bags
maintained/requested.

4.2 Appropriate packaging material selected.

4.3 Merchandise wrapped neatly and effectively where required.

4.4 Items packed safely to avoid damage in transit, and labels

attached where required.

4.5 Transfer of merchandise for parcel pick -up or other delivery

methods arranged if required.

RANGE S TATEMENTS
Store policies and procedures in regard to: Customers may include:

Operation of point of sale equipment Regular and new customers.

Security people from a range of social, cultural or ethnic
Sales transactions. backgrounds and physical and mental abilities

Staffing may include:

Full-time, part -time or casual staff

CVQ

BSSREO0021A Apply point of sale handling procedures

Store facilities in regard to: Handling techniques may vary according to stock
characteristics and industry codes of practice
customer service
Size Point of sale equipment may be manual or
Type electronic
location of store
Point of sale transactions may include:
Wrapping techniques may vary according to cash transactions
merchandise range. non-cash transactions such as cheques, credit
cards, smart cards, lay -by, credits and returns
and gift vouchers.

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to effectively communicate in the workplace in
accordance with the performance criteria and the range listed within the range of variables statement.

(1) Critical Aspects and Evidence

Evidence should include a demonstrated ability to:

Operate Point of Sale equipment according to manufacturers’ instructions and store policies
and procedures.
Apply store policies and procedures in regard to cash handling and point of sale transactions,
according to the range of variables.
Process sales transaction information responsibl y and accurately according to store policies
and procedures.
Apply store policies and procedures in regard to the handling, packing and wrapping of
goods/merchandise.
Demonstrate Literacy skills in regard to written sales and delivery documentation.
Demons trate Numeracy skills in regard to handling cash.

(2) Pre -requisite Relationship of Units

Nil
CVQ

BSSREO0021A Apply point of sale handling procedures

(3) Underpinning Knowledge and Skills

Knowledge Skill
Knowledge of: Ability to:

Store policies and procedures, in regard Use a range of

to: communication/electronic equipment
- customer service Read and understand product
- point of sale procedures/trans actions information
- allocated duties and responsibilities Read and understand store policies and
- processing information. procedures
Range of services provided by the store Record information
Stock availability. Operate point of sale equipment
Basic operational knowledge of relevant: Perform point of sale transactions
legislation and statutory requirements, Complete sales
including consumer protection law Wrap and pack goods
Operational skills and techniques in:
- questioning/listening
- verbal and non verbal communication
- following set routines and procedures
- dealing with different types of
transactions
- wrapping and packing techniques
- store bag checking procedures
- merchandise handling techniques
Knowledge of cash and non cash
handling procedures, including:
- opening and closing point of sale
terminal
- clearance of terminal and
transference of tender
- maintenance of cash float
- tendering of change
- counting cash
- calculating non-cash documents
- balancing point of sale terminal
- recording takings
- security of cash and non-cash
transactions
- change required and denominations
of change
- credit cards
- gift vouchers
- lay by
- credits, credit notes and returns
- cheques / travellers cheques
- customer accounts
CVQ

BSSREO0021A Apply point of sale handling procedures

Knowledge
Knowledge of:

functions and procedures for operating Point of Sale equipment, including:

- registers
- numerical display boards
- calculators
- electronic scales
- scanners
- credit cards
- lay by
- credits and returns
- cheques / travellers cheques
- customer accounts
COD

(4) Resource Implications

The following resources should be made available:

Resources may include:

a real or simulated retail environment
relevant documentation, such as:
- financial transaction dockets/slips
- stock/inventory/price lists
- store policy and procedure manuals
- a range of Point of Sale equipment and materials

(5) Method of Assessment

Evidence is best gathered using the products, processes and procedures of the individual
work place context.
Evidence should be collected over a set period of time which is sufficient to include dealings
with an appropriate range and variety of retail situations.
Evidence should be gathered attesting to the achievement of competence by the candidat e to
the standard required for each element and unit of competency.
The theoretical components may be assessed off the job.
The practical components should be assessed either in a work or simulated work
environment.
Assessment activities may include any on e or a combination of the following: written or
verbal short answer testing, multiple choice testing, practical exercises, role plays,
research/project work or observation of practical demonstration.

(6) Context of Assessment

This unit may be assessed on or off-the-job. Assessment should include practical demonstration
either on-the-job or in a simulated workplace environment. This should be supported by
assessment of underpinning knowledge.
CVQ

BSSREO0021A Apply point of sale handling procedures

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance d enote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and procedures
processes Selects the criteria for Evaluates and reshapes process
Makes judgement of the evaluation process Establishes criteria for evaluation
quality using given
criteria

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBBAD0711A Organise the copying and collating of documents

BSBBAD0711A: Organise the copying and collating of documents

Competency Descriptor: This unit covers organising and completing the copying and
collating of documents using the appropriate media and materials.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Select appropriate media 1.1 Appropriate media and materials are identified and selected
for the task.

2. Copy and collate documents 2.1 Quantities and resources are correctly estimated to
complete the task.

2.2 Documents are copied to the designated standard for

presentation.

2.3 Copies are collated in accordance with designated

specifications and bound, if necessary.

2.4 All tasks are completed within designated timelines.

3. Distribute documents 3.1 Completed documents are despatched to the nominated

person/section for distribution within designated timelines.

3.2 Distributed materials are recorded, if necessary, according

to enterprise policies and procedures.

3.3 Original documents are filed to ensure integrity and security

of contents.

RANGE STATEMENT

Appropriate media and materials may include: Quantities and resources may include:
• colour of paper • number of copies required
• size, weight and thickness of paper • amount of materials required
• texture and quality of paper • extra materials for back-up
• transparencies • staples, paper clips
• cardboard • spiral combs
• envelopes • availability of photocopier/ binder and other
• folders equipment
• brochures
CVQ

BSBBAD0711A Organise the copying and collating of documents

Equipment used may include: Designated standard for presentation may include:
• printer • spiral bound copy
• photocopier • cardboard folder
• binder • single sided or double sided copying
• guillotine • overhead transparencies
• franking machine • electronic format
• paper folding machine • enlarged document layout
• plastic sheet protectors
• templates/style guide according to enterprise

Designated specifications for collation may Nominated person/section may relate to:
include:
• personal delivery
• pages clipped, stapled or bound together • organisation's internal mail system
• materials collated in specific order • surface mail system
• use of photocopier sorter trays • post office
• distribution method • courier
• internal/external client
Designated timelines may include: • mail house
• deadline agreed with supervisor
Filing to ensure integrity and security of documents
• deadline agreed with internal/external client may include:
• deadline set in relation to availability of
equipment • confidential stamp
• despatch requirements • copy only stamp
• copy and original filed together
• documents held together securely
• storing documents in central filing system
• storing copies of documents

EVIDENCE GUIDE
This unit of competency will require evidence to be collected across a range of events, e.g. dealing with
different office requirements, and over a period of time to ensure that situational variables are consistently
achieved.

(1) Critical Aspects of Evidence

• Materials selected are appropriate for the task.
• Task is planned and quantities and resources, including time, are estimated correctly.
• Documents prepared are copied/printed accurately.
• Wastage of paper is minimised with the impact on the environment underpinning office
administration procedures.
• Equipment is operated according to manufacturer's instructions.
CVQ

BSBBAD0711A Organise the copying and collating of documents

• Standard of presentation is appropriate for task and is in accordance with enterprise policies
and procedures.
• Documents are copied and collated within designated enterprise timelines.
• Collated material is checked before distribution to ensure materials have been collated
correctly.
• Original materials are filed in correct location and sequence according to enterprise policies
and procedures.

(2) Pre-requisite Relationship of Units

• BSBBAD0031A Use business equipment

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:
• enterprise policies and procedures • read and understand enterprise
• relevant legislation (e.g. copyright) policies and procedures
• instructions (e.g. manufacturer's • follow sequenced instructions
guidelines, procedural manual, training regarding document presentation;
notes) interpret instructions which combine
• functions of copying, collating, binding pictorial and written information
and other equipment • use basic mathematical knowledge;
collate file documents
• listen to short, explicit instructions
regarding document preparation;
performs a series of routine tasks given
clear directions; ask questions to clarify
information
• select appropriate functions
• use a range functions of the
photocopier

(4) Resource Implications

The assessor must have access to appropriate documentation and resources normally found in
the work environment and required to allow the job or task to be properly performed. These may
include:
• workplace manuals and reference materials such as equipment user manuals, company
policy, procedural manuals
• photocopier
• equipment (e.g. printer, computer, binder, franking machine)
• materials (e.g. paper, card, envelopes)
• filing system
CVQ

BSBBAD0711A Organise the copying and collating of documents

(5) Method of Assessment

Competency should be assessed while work is being done under direct supervision with regular
checks, but may take the form of some autonomy when working as part of a team, in order to
achieve outcomes within time.

Evidence gathering methods may include:

• demonstration
• questioning
• workplace performance
• role-play
• projects/assignment
• written tests (verbal usage and verbal comprehension)
• portfolio of work documents
• third party reports

(6) Context of Assessment

Evidence of competency can be met in different situations, including:

• on- the- job assessment
• off- the- job assessment
• placement in an enterprise
• participation in an Apprenticeship (traineeship) arrangement
• use of a practice firm or simulated work environment
• flexible delivery methods used by training providers to cater for distance education students
• recognition of prior learning, recognition of current competencies (in skill areas where there
has been no significant change to work practice in recent times).
CVQ

BSBBAD0711A Organise the copying and collating of documents

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
• Carries out established • Manages process • Establishes principles and procedures
processes • Selects the criteria for • Evaluates and reshapes process
• Makes judgement of the evaluation process • Establishes criteria for evaluation
quality using given
criteria

Collect, analyse and organise information Level 2

Communicate ideas and information Level 1
Plan and organise activities Level 2
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSSREO0091A: Merchandise products

BSSREO0091A: Merchandise products

Competency Descriptor: This unit involves the arrangement and presentation of merchandise
within the store. It includes the setting up and maintenance of displays
and labelling or pricing stock.

Competency Field: Retail Operations

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Place and Arrange Merchandise 1.1 Merchandise unpacked in accordance with enterprise
procedure.

1.2 Merchandise placed on floor, fixtures and shelves in

determined locations.

1.3 Merchandise displayed to achieve a balanced fully stocked

appearance and promote sales.

1.4 Damaged, soiled or out of date stock identified and

corrective action taken as required according to store
procedure.

1.5 Stock range placed to conform to fixtures, ticketing, prices

or bar codes.

1.6 Stock rotated according to stock requirements and store

procedure.

1.7 Stock presentation conforms to special handling

techniques and other safety requirements.

2. Prepare Display Labels/Tickets 2.1 Labels/tickets for window, wall or floor displays prepared
according to store policy.

2.2 Tickets prepared using electronic equipment or neatly by

hand according to store procedures.

2.3 Soiled, damaged, illegible or incorrect labels/ tickets

identified and corrective action taken.

2.4 Electronic ticketing equipment used and maintained

according to design specifications.

2.5 Ticketing equipment maintained and stored in a secure

location.
CVQ

BSSREO0091A: Merchandise products

3. Place, Arrange and Display 3.1 Tickets/labels are visible and correctly placed on
Price Tickets and Labels. merchandise.

3.2 Labels/tickets replaced according to store policy.

3.3 Correct pricing and information maintained on

merchandise according to store procedures, industry
codes and government requirements.

4. Maintain Displays 4.1 Special promotion areas reset and dismantled.

4.2 Supervisor assisted in selection of merchandise for

display.

4.3 Merchandise arranged/faced up as directed and/or

according to layout specifications and load bearing
capacity of fixtures.

4.4 Unsuitable or out of date displays identified, reset and/or

removed as directed.

4.5 Optimum stock levels identified and stock replenished

according to store policy.

4.6 Display areas maintained in a clean and tidy manner.

4.7 Excess packaging removed from display areas.

5. Protect Merchandise 5.1 Correct handling, storage and display techniques identified
and used according to stock characteristics and industry
codes.
CVQ

BSSREO0091A: Merchandise products

RANGE STATEMEN

The following variables may be present: Store ticketing and pricing policy may include:

 Store policy and procedures in regard to  pricing gun

merchandising of stock.  shelf tickets
 Size, type and location of store.  shelf talkers
 Size, type and location of display areas and  written labels
fittings.  swing ticketing
 Store merchandise range.  bar coding
 Industry codes of practice  price boards
 Setting of new displays or maintaining existing  header boards
displays.
 Tickets may be provided, produced
electronically or manually.

Handling techniques may vary according to Merchandise may be characterised by:

stock characteristics and industry codes
of practice:  type
 size
 levels of staffing, e.g. staff shortages  brand
 varying levels of staff training  customer
 routine or busy trading conditions  colour
 full-time, part-time or casual staff

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to merchandise products in accordance with the
performance criteria and the range listed within the Range Statement.

(1) Critical Aspects of Evidence

Evidence should include a demonstrated ability to:

 consistently apply store policies and procedures in regard to displaying, merchandising,

ticketing, pricing and storage of stock
 displaying merchandise on floor, fixtures shelves/display areas, in determined locations, in
accordance with special manual handling techniques and other safety requirements
 preparing display labels and price tickets for merchandise with regard to store policies and
procedures
CVQ

BSSREO0091A: Merchandise products

Critical Aspects of Evidence (Cont’d)

 operating, maintaining and storing a range of ticketing equipment according to:

 store policy and procedures
 industry codes of practice
 manufacturers’ instructions and design specifications
 arranging correct pricing and information on merchandise according to store procedures,
industry codes and government requirements
 identifying damaged, soiled or out of date stock and taking corrective action as required by
store procedures and legislative requirements
 maintaining display areas and replenishing stock as required in accordance with store
procedures and legislative requirements
 performing correct manual handling, storage and display techniques according to:
 stock characteristics
 industry codes of practice

(2) Pre-requisite Relationship of Units

 BSSREO0062A Advise on products and services

 BSSCOR0051A Sell products and services
CVQ

BSSREO0091A: Merchandise products

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

 merchandising, ticketing and pricing of stock  unpack merchandise

 correct storage of stock  place and display merchandise
 principles of display  identify damaged, soiled or out
 store promotional themes, including of date stock
advertising, catalogues and special offers  rotate stock
 location of display areas  prepare labels/tickets for
 availability and use of display materials window, wall or floor displays
 stock rotation stock replenishment  use and maintain electronic
 merchandise range ticketing equipment
 scheduling for building and rotating displays  maintain displays
 correct manual handling techniques for  protect merchandise
protection of self and merchandise  maintain display areas
 correct storage procedures for
labelling/ticketing equipment and materials
 use and maintenance of manual and
electronic labelling/ticketing equipment
 completing tasks in a set time frame
 reading and interpreting store procedures
and guidelines
 machine or manual preparation of
labels/tickets
 reading and understanding manufacturer’s
instructions

(4) Resource Implications

All resources must be provided for the assessment. If workplace based, the resources should
relate specifically to store policies, procedures and range of stock and equipment. If an off the
job or simulated work environment is used then resources should be generic and be applicable to
a wide variety of stores/work environments.

Resources may include:

 a real or simulated retail environment

 a range of ticketing and pricing equipment
 merchandise for display
 display materials and props
 cleaning materials
CVQ

BSSREO0091A: Merchandise products

(5) Method of Assessment

Competency is demonstrated by performance of all stated criteria according to the range of

variables applicable to the workplace.

Evidence should be gathered attesting to the achievement of competence by the candidate to the
standard required for each element and unit of competency.

Evidence is best gathered using the products, processes and procedures of the individual
workplace context as the means by which the candidate achieves retail industry competencies.
In order to ensure consistency of performance, evidence should be collected over a set period of
time, which is sufficient to include dealings with an appropriate range and variety of retail
situations.

Assessment activities may also include written or verbal short answer testing, practical exercises,
role-plays, research/project work or observation of practical demonstration.

(6) Context of Assessment

Elements of competency contain both theoretical and practical components. The theoretical
components may be assessed off the job. The practical components should be assessed either
in a work or simulated work environment.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
 Carries out established  Manages process  Establishes principles and
processes  Selects the criteria for procedures
 Makes judgement of the evaluation process  Evaluates and reshapes process
quality using given  Establishes criteria for evaluation
criteria

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITIDAT0171A Operate a spreadsheet application (basic)

ITIDAT0171A: Operate a spreadsheet application (basic)

Competency Descriptor: This unit deals with the skills and knowledge required to perform
basic operations using a spreadsheet application and create a
document. This unit applies to individuals operating in the
information and communication industry.

Competency Field: Information Technology

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1 Create spreadsheet 1.1 Opening of documents and entering of numbers, te xt and
symbols in the cells are done according to information
requirements.

1.2 Columns and rows are added, selected, copied, deleted or

moved within the spreadsheet as desired.

1.3 Apply simple mathematical functions.

2 Customise basic settings 2.1 Selected font type, size and colour are appropriate for the
purpose of the document.

2.2 Alignment and justification options and line spacing are

applied according to spreadsheet formatting requirements.

2.3 Appropriate modifications are made to col umn width and

height to suit spreadsheet requirements.

2.4 Cells are formatted to display different styles, values and

information as required.

2.5 Ability to view multiple workbooks/spreadsheets at any one

time is demonstrated.

3 Format spreadsheet 3.1 Italics, bold, underline and hyphenation are correctly used
as required.

3.2 Information is aligned in selected cells as required.

3.3 Document is closed and saved to disk using the correct

procedures.

4 Print spreadsheets 4.1 Ability to previe w spreadsheet in print preview mode is

demonstrated.
CVQ

ITIDAT0171A Operate a spreadsheet application (basic)

4.2 Correct basic print options are selected.

4.3 Spreadsheet or part of spreadsheet is printed from installed

printer using the correct procedures.

RANGE STATEMENT
This unit applies to the ac tivities associated with the essential operations linked to operating spreadsheet
applications computer and applies to individuals in the information and communication industry.

Hardware may include but not limited to: Software may include but not limited to:

personal computer Microsoft Excel

networked system Lotus 123
printer

Disk may include but not limited to: Operating Systems:

diskette zip Command line

disks compact Graphical User Interface
disks

Mathematical functions may include: Formatting may include:

add margins
subtract indentations
multiply page layout
divide orientation

Modifications may include changes to: Data may include:

colour numeral
shade text
size images
shape objects
CVQ

ITIDAT0171A Operate a spreadsheet application (basic)

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to complete basic operations associated with creating,
formatting, saving and printing a spreadsheet in accordance with the performance criteria and the range
listed within the range of variable statements.

(1) Critical Aspects of Evidence

It is essential that competence is observed in the following aspects:

creating spread sheets

insertion of correct data
use appropriate formulae
formatting and modifications done to specifications
apply correct printing procedures
correct interpretation of job specifications

(2) Pre -requisite Relationship of Units

Pre-requisites for this unit are :

ITICOR0231A Operate a personal computer

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

basic technical terminology in relation create spreadsheets

to reading help files and prompts format and modify worksheets
log-in procedures relating to accessing apply simple mathematical functions
a PC apply printing procedures
types of software
basic mathematics
formatting functions of software
creating and saving files

(4) Resource Implications

The following resources should be provided:

actual workplace or simulated environment

personal computer/network
printer
CVQ

ITIDAT0171A Operate a spreadsheet application (basic)

(5) Method of Assessment

Competency shall be asses sed while work is undertaken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Competencies in this unit may be determined concurrently. Assessment must be in accordance

with the performance crit eria.

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support this.

Simulated activities must closely reflect the workplace.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualification Framework. They relate to th e seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activiti es Level 1
Work with others and in team Level -
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSSREO0131A Perform stock control procedures

BSSREO0131A: Perform stock control procedures

Competency Descriptor: This unit involves the handling of stock. It includes receiving,
unpacking and dispatching of goods and participating in stocktaking
under supervision.

Competency Field: Retail Operations

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Receive and Process Incoming 1.1 Cleanliness and orderliness in receiving bay maintai ned
Goods according to store policy.

1.2 Goods unpacked using correct techniques and equipment

in line with store policy.

1.3 Packing materials removed and disposed of promptly

according to store policy.

1.4 Incoming stock accurately checked and validat ed against

purchase orders and delivery documentation according to
store policy.

1.5 Items are received, inspected and recorded according to

store policy.

1.6 Stock levels accurately recorded on store stock systems,

according to store policy.

1.7 Secure storage of goods arranged according to store

policy and government legislation.

1.8 Stock dispatched to appropriate area/department.

1.9 Stock price and code labels applied when required

according to store policy.

2. Rotate Stock 2.1 Stock rotation procedures for merchandise and wrapping
and packing materials carried out routinely and accurately
according to store policy.

2.2 Excess stock placed in storage or disposed of in

accordance with store policy.

2.3 Safe lifting and carrying tech niques maintained in line

with store occupational health and safety policy and
government legislation.
CVQ

BSSREO0131A Perform stock control procedures

3. Participate in Stock take 3.1 Stocktaking and cyclical counts assisted with, according
to store policy/procedures.

3.2 Stock records documentation completed according to

store stock control system.

3.3 Discrepancies in stock recorded and reported.

3.4 Electronic recording equipment operated and maintained

according to manufacturer’s specifications.

4. Reorder Stock 4.1 Minimum stock levels identified according to store policy.

4.2 Stock requisition forms or electronic orders completed

accurately.

4.3 Undelivered stock orders identified on stock system and

followed up without undue delay.

5. Dispatch Goods 5.1 Goods to be returned to s upplier identified and labeled

with date, supplier and reason for return or referred to
management if required.

5.2 Credit request documentation completed according to

store procedure.

5.3 Goods stored securely while awaiting dispatch.

5.4 Delivery documentation completed according to store

procedures.

5.5 Special delivery instructions noted.

5.6 Items packed safely and securely to avoid damage in

transit.
CVQ

BSSREO0131A Perform stock control procedures

RANGE STATEMENT
The following variables may be present:

Store policies and procedures in regard to stock control and dispatch.

Size type and location of store.
Manual or electronic stock recording.
Stocktakes may be cyclical or compliance driven.
Type of equipment.
Store merchandise range.
Seasonal and supplier availability.
Merchandise may need to conform to established quality guidelines.
Items received inspected for damage, quality, use-by dates, breakage or discrepancies.
Store stock control may include checking incoming or existing stock and special orders.
Stock may be moved manua lly or mechanically.
Delivery procedures.
Levels of staffing, e.g. staff shortages.
Varying levels of staff training.
Routine or busy trading conditions.
Full-time, part -time or casual staff.
Handling techniques may vary according to stock characteristics and industry codes of practice.

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to perform stock control procedures in accordance with
the performance criteria and the range listed within the range of variables statement.

(1) Critical Aspe cts of Evidence

It is essential that competence be observed in the following aspects:

consistently applying store policies and procedures in regard to stock control consistently
applying safe work practices in the manual handling and moving of stock interpreting and
applying manufacturers’ instructions with regard to handling stock and using relevant
equipment
receiving and processing incoming goods and dispatching outgoing goods according to store
policies and procedures
rotating stock and reordering s tock/maintaining stock levels according to store policies and
procedures
assisting with stocktaking and cyclical counts according to store policies and procedures
interpreting and processing information accurately and responsibly.
CVQ

BSSREO0131A Perform stock control procedures

(2) Pre -requisite Relati onship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

stock control maintain cleanliness and orderliness in

store labelling policy receivi ng bay
product quality standards unpack goods
correct unpacking of goods remove and dispose of packing materials
out of date, missing or damaged stock check and validate incoming stock
equipment used receive, inspect and record items
stock location record stock levels on store stock systems
waste disposal arrange secure storage of goods
methods of storage dispatch stock
delivery documentation apply stock price and code labels
stock record documentation carry out stock rotation procedures
dispatch documentation maintain safe lifting and carrying
following set routines and procedures techniques
use of electronic labelling/ticketing assisted with stocktaking and cyclical
equipment. counts
complete stock records documentation
operate and maintain electronic recording
equipment
identify minimum stock levels
complete stock requisition forms or
electronic orders
identify undelivered stock orders on stock
system
complete credit request documentation
complete delivery documentation

(4) Resource Implications

All resources must be provided for the assessment. If workplace based, the resources should
relate specifically to store policies, procedures and range of stock and equipment. If an off the
job or simulated work environment is used then resources should be generic and be applicable to
a wide variety of stores/work en vironments. Resources may include:

a real or simulated retail environment

access to relevant equipment:
stock moving equipment
manual and electronic labelling/ticketing equipment
computers/stock recording equipment.
relevant documentation, such as:
invoic es/packing slips/dispatch documents/order forms
recording/tally sheets
store policy and procedure manuals.
CVQ

BSSREO0131A Perform stock control procedures

(5) Method of Assessment

Competency is demonstrated by performance of all stated criteria according to the range of

variables applicable to the wo rkplace.

Evidence should be gathered attesting to the achievement of competence by the candidate to the
standard required for each element and unit of competency.

Evidence is best gathered using the products, processes and procedures of the individual
workplace context as the means by which the candidate achieves retail industry competencies.
In order to ensure consistency of performance, evidence should be collected over a set period of
time that is sufficient to include dealings with an appropriate rang e and variety of retail situations.

Assessment activities may also include written or verbal short answer testing, multiple choice
testing, practical exercises, role -plays, research/project work or observation of practical
demonstration

(6) Context of Assessment

Elements of competency contain both theoretical and practical components. The theoretical
components may be assessed off the job. The practical components should be assessed either
in a work or simulated work environment.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practic es.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates an d reshapes process
quality using given Establishes criteria for evaluation
criteria

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas an d techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

FNBFIN0701A Prepare and bank financial receipts

FNBFIN0701A: Prepare and bank financial receipts

Competency Descriptor: This unit describes the functions involved in preparing and banking
financial receipts.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Batch monetary items 1.1 Items are batched completely and accurately.

1.2 Batch items are matched to initial receipt records.

2. Prepare deposit facility 2.1 Deposit facility selected is appropriate to the banking
method used.

2.2 Batch is balanced with deposit without error.

3. Prepare lodgement flows 3.1 Security and safety precautions are taken appropriate to
the method of banking in accordance with company policy.

3.2 Proof of lodgement is obtained and filed in accordance with

company procedures.

RANGE STATEMENT

Competent performance of the performance criteria must be demonstration in the context of this unit
allowing for the differences between enterprises and work places. In addition, the following variables
maybe present for this unit.

Security measures may include: Deposit facilities may include:

• banking of all negotiable instruments on day • bank deposit slip
received • direct debit transaction report
• all batches posted on day of receipt
• cash management processes

Batches: Proof of lodgement may include:

• batches are grouped • bank stamped deposit facility
• receipts treated as a separate entity • verified transaction listing
CVQ

FNBFIN0701A Prepare and bank financial receipts

Banking methods may include: Monetary items to include:

• personal • cash various denomination/currency
• through third party security company • cheques
• pick-up • coins

Industry and legislative requirements may cover: 'Policy' means a policy statement.
• Accounting Standards 'Procedures' means operating procedure
• Financial Services Act
• Consumer Credit legislation – Fair Trading Act Company policy and procedures may include:
• Privacy Act
• Taxation Act • operations manuals
• Industry Code of Practice • internal control guidelines
• Stamp Duties Act • computer system documentation

Systems to include:

• computer-based

EVIDENCE GUIDE
This unit requires a variety of contexts of assessment over a period of time sufficient to establish that
competency has been demonstrated.

(1) Critical Aspects of Evidence

• cash management process
• use banking methods
• use of electronic systems
• apply security measures
• use deposit facilities
• interpret policy and legislations

(2) Pre-requisite Relationship of Units

• Nil
CVQ

FNBFIN0701A Prepare and bank financial receipts

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:
• company policy and procedures • use computerised spreadsheet and
• knowledge or awareness of relevant database
Acts and regulations • conduct data analysis and interpretation
• legal systems and procedures • evaluate ad analyse
• industry codes of practice • negotiate and interact
• computer systems • use deposit facilities
• procedure on writing financial • prepare and batch receipts
documents

(4) Resource Implications

Resources to include relevant documentation and other physical resources normally used in the
workplace. This should include:
• procedures and policy document
• deposit slips
• lodgement bags
• recording books

(5) Method of Assessment

Competency should be assessed under direct supervision, checking at various stages of the
process and at the completion of the activity against the performance criteria.

(6) Context of Assessment

Assessment of performance requirements in this unit should be undertaken within the Financial
Services Industry context and should cover aspects of personal/financial responsibility and
accountability.

Competency is demonstrated by performance of all stated criteria, including the Range Statement
applicable to the workplace environment. Aspects of competency, including the attainment of
relevant knowledge and skills, may be assessed in a relevant workplace, a closely simulated work
environment, or other appropriate means that clearly meet industry competency requirements.
CVQ

FNBFIN0701A Prepare and bank financial receipts

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
• Carries out established • Manages process • Establishes principles and procedures
processes • Selects the criteria for • Evaluates and reshapes process
• Makes judgement of the evaluation process • Establishes criteria for evaluation
quality using given
criteria

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 2
Solve problems Level 2
Use technology Level 2

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBBAD0212A Process mail

BSBBAD0212A: Process mail

Competency Descriptor: The unit covers receiving and distributing incoming mail, collecting
and despatching outgoing mail, and organising and sending
electronic mail. It also covers collating and despatching bulk mail.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Receive and distribute incoming 1.1 Incoming mail is checked and recorded in accordance with
mail organisational policies and procedures.

1.2 Original documents are processed according to the firm’s

procedures.

1.3 Titles and locations of company personnel and

departments are identified.

1.4 Urgent and confidential mail is identified and distributed

promptly in accordance with organisational requirements.

1.5 Mail is sorted and despatched to the nominated

person/location in accordance with organisational
requirements.

1.6 Damaged, suspicious or missing items are recorded and/or

report ed promptly.

2. Receive and despatch outgoing 2.1 Outgoing mail is collected, checked and sorted to ensure all
mail items are correctly prepared for despatch.

2.2 The most appropriate method of delivery is determined and

appropriate envelopes are selected and addressed
correctly.

2.3 Outgoing mail is recorded in register and processed for

despatch in accordance with organisational requirements.

2.4 Mail is despatched using the most appropriate delivery

method to meet designated timelines.

3. Collate and despatch documents 3.1 Quantities/resources/time to complete bulk mailing of

for bulk mailing documents are estimated correctly.

3.2 Documents are collated as required

3.3 Envelopes are sorted and batched in accordance with

specifications.
CVQ

BSBBAD0212A Process mail

3.4 Where appropriate, courier service bulk mail satchels are

employed.

3.5 Numerical information is self-checked.

3.6 Relevant carrier lodges batched items in time for delivery.

4. Organise urgent and same day 4.1 Items for urgent delivery are weighed, packaged and
deliveries addressed in accordance with organisational requirements
and the carrier’s specifications.

4.2 Delivery options are evaluated and the best option for
delivery is selected.

4.3 Lodgement or pick up of emergency deliveri es is organised

and followed- up where necessary.

5. Organise and send electronic 5.1 Distribution lists are prepared/maintained in accordance
mail with organisational requirements .

5.2 Mail message/s are checked for accuracy, attachments are

identified and prepared in accordance with organisational
and service provider requirements.

5.3 Outgoing mail is recorded/stored in accordance with

organisational requirements.

RANGE STATEMENT
The Range Statement provides advice to interpret the scope and cont ext of this unit of competency,
allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates
holistic assessment. The following variables may be present for this particular unit:

Sorting mail may include: Delivery of urgent and confidential mail

may include:
separating urgent mail to be distributed first
sorting by departments separating and prioritising urgent mail
sorting by location immediate, hand delivery, express post, and
sorting by seniority of personnel registered mail
separating internal (organisational) mail and urgent and same day deliveries
external mail
separating by order of importance for each
individual
separating junk m ail
CVQ

BSBBAD0212A Process mail

Processing mail for despatch may include: Nominated person/location may include:

weighing calculating and paying for postage department

registering mail individual addressee
preparing packages for mailing administrative support person
using franking machine sorting invoices, cheques and accounts
preparing packages & mail for freight express or adding a circulation slip
private carriers

Damaged, suspicious or missing items may include: Action in relation to damaged, missing or suspicious
items may include:
mail exposed to the weather (water damage
from rain) contacting the sender to ensure everything sent
mail roughly handled (broken contents, torn was received
address labels) negotiating the replacement of missing or
pilfered mail (contents may be missing, damaged items with the sender
parcels slit open) filling out forms for the sender’s insurance
mail that looks unusual company
mail that makes noises not touching or moving suspicious mail
mail with a strange smell calling the supervisor or securi ty staff
mail that looks like it has been tampered with immediately
(re-sealed mail)

The firm’s policies and procedures may include: Mail records may include:

security procedures electronic systems (specialist software,

mail register database, spreadshee t)
confidential mail procedures paper based (mail book, form, file)
delivery/despatch of urgent mail

Correctly preparing mail items for despatch may Records of outgoing mail may include:
include:
date of despatch
checking that the address details and layout are sender
correct sender’s department
checking that the letter and envelope are addressee/organisation
addressed to the same person
method of despatch (courier regular
checking that the letter has been signed mail, express post)
checking enclosures reference number
checking that the address is not obscured receipts attached where appropriate
checking that the return address is included contents
determining the most appropriate carrier
ensuring that the correct requirements for the
chosen carrier are being followed
preparing bulk mail outs
ensuring that post office preferred requirements
are met
CVQ

BSBBAD0212A Process mail

Checking electronic or paper based mail for Delivery options may include:
accuracy may include:
express mail
spelling grammar overnight bag
punctuation courier
intended meaning
addressee

Records of outgoing mail may include: Best option may be determined by:

date of despatch cost

sender time constraints
sender’s department delivery location
addressee/organisation nature of contents (e.g. bulky, fragile,
method of despatch (courier regular confidential)
mail, express post) quantity of delivery items
reference number document collation requirement
receipts attached where appropriate bulk mail batching requirements
contents

Preparing paper based attachment/enclosures Distribution lists may include:

may include:
electronic add ress books
checking that documents are i n correct database or spreadsheet records
sequence word processing tables or data files paper
checking that the address details and based
layout are correct Maintenance of distribution lists may include:
checking that the letter and envelope are deleting records
addressed to the same person adding new records
checking that the letter has been signed updating records or deleting returned mail
checking enclosures addressees

Preparing attachments for electronic mail may

include:

checking that the file size will negotiate the

Internet Service Provider gateway
separating large documents into a number of
files
compressing files
preparing self- executable files

EVIDENCE GUIDE

The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm
competency for this unit. This is an integral part of the assessment of competency and should be read in
conjunction with the Range Statement .
CVQ

BSBBAD0212A Process mail

(1) Critical Aspects of Evidence

demonstration of all elements of competency and their performance criteria

knowledge of the organisation’s policies and procedures relating to mail and electronic mail
justification for choice of carrier for urgent and same day deliveries
knowledge of car riers’ requirements (e.g. postal and courier)

(2) Pre-requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

relevant legislation from all government keep records, check accuracy of written
agencies that affect business material and follow policies and procedures
operation, especially in regard to check for weights and addresses; sort,
Occupational Health and Safety and collate and estimate time for mail
environmental issues, equal despatches and bulk mail outs
opportunity, industrial relations and receive instructions of several steps to
anti-discrimination complete task, give information to others
the organisational structure and consult with or question supervisor and
titles, roles and locations of the peers to clarify information
organisation’s personnel use electronic mail
range of mail services available solve problems e.g. choose appropriate
procedural requirements for delivery method for urgent documents
receiving/despatching and prioritising relate to people from a range of social,
correspondence cultural and ethnic backgrounds and
physical and mental abilities
organisational policies and procedures
that are specific to handling electronic
mail

(4) Resource Implications

The learner and trainer must have access to appropriate documentation and resources normally
found in the work environment and required to allow the job or task to be properly performed.
These may include:

appropriate legislation and regulations relevant to assisting clients, conducting searches and
using trust account money
workplace manuals and reference materials such as company policy, procedural manuals and
checklists
sample search forms from a variety of agencies
appropriate technology such as computers with relevant software and connections
 CVQ

BSBBAD0212A Process mail

(5) Method of Assessment

Competency should be assessed while work is being done under direct supervision with regular
checks, but may include some autonomy when working as part of a team.

Assessment may be interm ittent checking at the various stages of the job application in
accordance with the performance criteria, or may be at the completion of each process.

(6) Context of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and
within the scope as defined by the Range Statement.

Assessment must take account of the endorsed assessment guidelines in the Business
Competency Standards.

Assessment of performance requirements in this unit should be undertaken in an actual workplace

or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services
Common Competencies for the particular NVQ - J Level. Refer to the Critical Employability Skills at
the end of this unit .

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
Carries out established Manages process Establishes principles and
processes Selects the criteria for the procedures
Makes judgement of quality evaluation process Evaluates and reshapes process
using given criteria Establishes criteria for evaluation

Collect, analyse and organise information Level 1

Communic ate ideas and information Level 1
Plan and organise activities Level 2
Work with others and in team Level 1
Use mathematical ideas and techniques Level 2
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBBAD0612A Perform cashiering

BSBBAD0612A: Perform Cashiering

Competency Descriptor: This unit deals with the recording, planning, monitoring and reporting
on the financial activities in the exchanging of goods and services for
monetary reward in an enterprise/organization.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Prepare and maintain cash 1.1 Payments are accurately balanced and verified against
summary receipts issued.

1.2 Relevant information is accurately recorded in the

appropriate format.

1.3 All entries are legible and clear.

1.4 Entries are made promptly.

2. Exercise care in receipt of cash 2.1 Cash summary is correctly totalled and balanced at the
transaction and security end of each period.

2.2 Cash summary and supporting documents are carefully

filed in accordance with company policy.

2.3 Security measures for cash handling and confidentiality

procedures are implemented.

2.4 The amount of cash counted is compared to that listed

as received.

3. Reconcile daily cash transactions 3.1 Cashier report concurs with total cash submitted.

3.2 Discrepancies are identified and appropriately resolved

or referred to the relevant person.

4. Balance cash and prepare bank 4.1 Cash is counted and organised into sets of similar notes
lodgement and coins.

4.2 The number in each category is accurately recorded.

4.3 Cash and cash equivalent instruments are accurately

accounted for.

4.4 Banking is done on a daily basis or in accordance with

company policy.

4.5 All relevant details are accurately recorded on

lodgement slip.
CVQ

BSBBAD0612A Perform cashiering

5. Handle petty cash 5.1 Petty cash float is requested and maintained within the
limits specified by the in-house policy.

5.2 Petty cash expenditures are properly authorised and

signature is obtained when issuing cash.

5.3 Petty cash records are maintained according to standard

accounting practice and within established company
procedures.

5.4 Records are accurate, neatly kept and up-to-date

5.5 Petty cash statements are accurately prepared for

reimbursement, accompanied by supporting documents

5.6 Petty cash is requested in a timely manner so that the

fund is never completely depleted.

RANGE STATEMENT
Competent performance of the criteria must be demonstrated in the following areas:

Work activities include: Payments include but are not limited to:
• balance and verify payments against receipts • cash
issued • cheque
• record information in the appropriate format • credit cards
• total and balance cash summary • debit cards
• implement security and confidentiality • postal order
procedures • local currency
• applying accounting techniques • foreign currencies
• maintain petty cash float
• prepare petty cash statements
• prepare vouchers and receipts

Records include: Petty Cash includes:

• cashbook • departmental petty cash
• ledgers, cashier reports • company petty cash
• receipts • employer’s personal petty cash
• paying-in slips
• invoices
• account references

Relevant information: Petty cash statement:

• Include details of relevant source documents • columnar statement showing allocation of
(receipts, cheques, credit card payment slips, expenditure between different categories
cash summaries).
CVQ

BSBBAD0612A Perform cashiering

EVIDENCE GUIDE
The evidence guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to
confirm competency for this unit. This is an integral part of the assessment of competency and should be
read in conjunction with the Range Statement.

(1) Critical Aspects of Evidence

It is essential that competence be observed in the following aspects:

• demonstrate compliance with occupational health and safety regulations applicable to workplace
• indicate compliance with organizational policies and procedures
• demonstration of follow-through in relation to performance management issues to bring about a
satisfactory conclusion
• follow a clear direction stipulated under the provision of accounting services with a structured
quality assurance system
• interactively communicate with others to ensure safe and effective work procedures
• apply organizational quality procedures and processes within the context of performing cashier
functions

(2) Pre-requisite Relationship of Units

• BSBFIN0721A Prepare routine financial documents
• BSBCOR0171A Deliver quality customer service

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:
• relevant legislation from all government • to access and use workplace information
agencies that affect business operations, • select and use technology skills at the
especially in regard to Occupational appropriate level
health and Safety and environmental • interpret skills to relate to people from a
issues, equal opportunity, industrial range of social, cultural ethnic backgrounds
relations and anti-discrimination and physical and mental abilities
• the organization’s policy and procedures
for customer service including handling
customer complaints
• operation of computerized cash register
and relevant Bar Code procedure

(4) Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally
used in the workplace in the administration of duties.
CVQ

BSBBAD0612A Perform cashiering

(5) Method of Assessment

Competency should be assessed while work is being done under direct supervision with observation
and may include some autonomy when working as part of a team.

Assessment maybe by intermittent checking at the various stages of the job application in
accordance with the performance criteria, or maybe at the completion of each process.

(6) Context of Assessment

Competency is to be demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and
within the scope as defined by the Range Statement.

Assessment must take account of the endorsed assessment guidelines in the Business Competency
Standards.

Assessment should reinforce the integration of the Critical Employability Skills and the Business
Competency Standards for the particular NVQ-J level. Refer to the Critical Employability levels at
the end of this unit.

Competency shall be assessed in the workplace or simulated workplace environment in accordance

with work practices and safety procedures.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency that
underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
• Carries out established • Manages process • Establishes principles and
processes • Selects the criteria for the procedures
• Makes judgement of evaluation process • Evaluates and reshapes process
quality using given • Establishes criteria for evaluation
criteria

Collecting, analysing and organising ideas and information Level 1

Communicating ideas and information Level 1
Planning and organising activities Level 1
Working with others and in teams Level 1
Use mathematical ideas & techniques Level 2
Solve problems Level 1
Using technology Level 2

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBSBM0012A Craft personal entrepreneurial strategy

BSBSBM0012A: Craft personal entrepreneurial strategy

Competency Descriptor: This unit deals with the skills and knowledge required to craft an
entrepreneurial strategy that fits with the attitudes, behaviours,
management competencies and experience necessary for entrepreneurs to
meet the requirements and demands of a specific opportunity.

Competency Field: Small Business Operations

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Demonstrate knowledge of the 1.1 Concepts associated with entrepreneurship are clearly
nature of entrepreneurship defined.

1.2 Factors, which influence entrepreneurship in and outside of

Jamaica, are correctly identified and explained.

1.3 The importance of entrepreneurship to economic

development and employment is explained clearly.

1.4 The findings of research conducted on entrepreneurial

ventures and successes in the Caribbean region are clearly
presented in an appropriate format.

1.5 Differences between wage employment and entrepreneurial

ventures are correctly stated.

2. Identify and assess 2.1 Relevant research is carried out and required entrepreneurial
entrepreneurial characteristics characteristics identified.

2.2 Entrepreneurial characteristics identified are assessed and

ranked.

2.3 An understanding of the process and discipline that enable

an individual to evaluate and shape choices and to initiate
effective action is correctly demonstrated.

2.4 Factors that will help an entrepreneur to manage the risk and
uncertainties of the future, while maintaining a future
orientated frame of mind, are identified.

3. Develop self-assessment 3.1 Self-assessment tools/methods to identify personal

profile entrepreneurial potential are identified and properly used.

3.2 The ability to apply creativity, problem-solving techniques and

principles to solve business related problems are
demonstrated.
CVQ

BSBSBM0012A Craft personal entrepreneurial strategy

3.3 Feedback from others for the purpose of becoming aware of

blind spots and for reinforcing or changing existing
perceptions of strengths/ weaknesses is appropriately
obtained.

4. Craft an entrepreneurial 4.1 A profile of the past that includes accomplishments and
strategy preferences in terms of life and work styles, coupled with a
look into the future and an identification of what one would
like to do is developed.

4.2 Commitment, determination and perseverance; orientation

towards goals; taking initiative and accepting personal
responsibility; recognizing management competencies and
identifying areas for development are determined.

4.3 Written guidelines to obtain feedback that is solicited, honest,

straightforward, and helpful but not all positive or negative are
developed to facilitate reviews.

4.4 Framework and process for setting goals which demand time,
self-discipline, commitment, dedication and practice are
developed.

4.5 Goals established are specific and concrete, measurable,

relate to time, realistic and attainable.

4.6 Priorities, including identifying conflicts and trade-offs and

how these may be resolved are established.

4.7 Potential problems, obstacles and risks in meeting goals are

identified.

4.8 Specified action steps that are to be performed in order to

accomplish goals are identified.

4.9 The method by which results will be measured is indicated.

4.10 Milestones for reviewing progress and tying these to specific

dates on a calendar are established.

4.11 Sources of help to obtain resources are identified.

4.12 Evidence of the ability to review process and periodically

revise goals is demonstrated.
CVQ

BSBSBM0012A Craft personal entrepreneurial strategy

RANGE STATEMENT

At this stage of the entrepreneurial process the entrepreneur must be able to conduct a self-assessment
profile, examine the frame work for self assessment, develop a personal entrepreneurial strategy, identify
data to be collected in the self-assessment process and learn about receiving feedback and setting goals.

Concepts associated to include: Influencing factors to include:

 risk  market conditions

 entrepreneurship  markets – demand/supply
 macro-screening  global trends
 micro-screening  level of economic activities
 competition  funding
 wage employment  economic stability
 social stability
 resources availability

The entrepreneur must be able to: The entrepreneur may encounter setbacks if
the planning process is not effectively pursued.
 understand the extreme complexity in predicting
or aligning him/herself to specific careers in an Pitfalls may include:
environment of constant change
 determine the kind of entrepreneur he or she  proceeding without effective planning
wants to become based on attitudes, behaviours, which may result in commitment to
competencies, experience and how these fit with uncertainty
the requirements and demands for a specific  personal plans fail for the same reasons as
opportunity business plans including frustration if the
 evaluate thoroughly his or her attraction to plan appears not to be working
entrepreneurship immediately and the challenges of
 effectively develop personal plan changing behaviour from an activity-
 utilize available information that will enhance his oriented routine to one that is goal oriented
or her ability to achieve success  developing plans that fail to anticipate
obstacles, and those that lack progress
commitment to a premature path with the
desirability of flexibility can lead to disaster
 milestones and reviews
CVQ

BSBSBM0012A Craft personal entrepreneurial strategy

EVIDENCE GUIDE

Competency is to be demonstrated when the entrepreneur is able to undertake a personal

entrepreneurial assessment exercise to determine if he or she possesses the necessary credentials to be
a successful entrepreneur. This stage of the entrepreneurial process is critical since experience has
shown that the founder is one of the deciding forces if the venture is to succeed and prosper.

(1) Critical Aspects of Evidence

The entrepreneur will be assessed by his/her action in developing an orchestrated plan in order to
effectively pursue the business concept.

(2) Pre-requisite Relationship of Units

 Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

 personal entrepreneurial profile  determine barriers to entrepreneurship

systems  minimize exposure to risk
 effective management systems:  exploit any available resource pool
marketing, operations/productions,  tailor reward systems to meet a particular
finance, administration, law situation
 how to measure feedback  effectively plan and execute activities
 the method of developing a personal  use computer technology to undertake
plan assessments
o and a business plan
 understanding the difference between
entrepreneurial culture and
management culture

(4) Resource Implications

The following resources should be made available:

Personal computer with access to the Internet and appropriate software that will enable one to
conduct the necessary analysis using the Internet.
CVQ

BSBSBM0012A Craft personal entrepreneurial strategy

(5) Method of Assessment

A useful method of assessment is to determine if the venture can stand up to the test of critical
evaluation.

(6) Context of Assessment

This stage of the entrepreneurial process is assessed when comparisons are made between
actual outcomes and plans/projections.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
 Carries out established  Manages process  Establishes principles and
processes  Selects the criteria for procedures
 Makes judgement of the evaluation process  Evaluates and reshapes process
quality using given  Establishes criteria for evaluation
criteria

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBBAD0632A Maintain and issue stock items

BSBBAD0632A: Maintain and issue stock items

Competency Descriptor: This unit covers keeping stock items such as stationery, other
consumables and small items of equipment, and issuing them on request.
It includes ordering and checking stock from external or internal sources
and does not include negotiating terms of supply.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Maintain stock levels 1.1 Stocks are always maintained to the levels required or
established.

1.2 Stocks are handled safely and stored securely according to

organisation procedures.

1.3 Stock conditions are maintained in keeping with

manufacturer’s requirements and organisation’s policy.

2. Carry out stock takes 2.1 Stock takes are conducted as instructed.

2.2 Problems identified are reported promptly to relevant

persons.

2.3 Records are accurately and correctly documented.

3. Make and follow-up orders 3.1 Stocks are ordered from sources (suppliers) and all
necessary documentation correctly completed.

3.2 Appropriate authorization for order is obtained.

3.3 Orders are confirmed up with supplier and agreed delivery

time is met.

4. Check and record deliveries 4.1 Incoming deliveries are checked against orders and
problems identified are reported promptly to relevant
person.

4.2 Accurate records are kept of actual stocks received.

5. Issue stock items on request 5.1 Stock items are issued to relevant person following
organisation procedures.

5.2 Accurate, legible and updated records are kept of stocks

issued.

5.3 Unwanted or obsolescent stocks are disposed of safely and

in accordance with organisation’s procedures and legal
requirements.
CVQ

BSBBAD0632A Maintain and issue stock items

5.4 Opportunity is taken to identify and recommend ways to

improve the receiving and issuing of stock

6. Maintain stock records 6.1 Accurate, legible and updated records of stock delivered,
received and held are maintained to established policy
procedures.

6.2 Incorrect records are adjusted according to established

procedures and authorization level.

RANGE STATEMENT
Competent performance of the criteria must be demonstrated in the context of this unit allowing for the
differences between enterprise and workplaces. In addition the following variables may be present for
this unit.

Use of supply sources: Handling problems:

• internal supply sources • types of problems linked with deliveries
• external supply sources • types pf problems linked with issuing of stock
• identification of suppliers • procedures to handle, correct or report
• approved suppliers used by the organisation problems

Demand levels: Record keeping methods:

• current level of demand for stock • methods of maintaining and updating records
• factors affecting future levels of demand • period of stock takes
• stock level maintained • importance of accurate and legible records
• reorder level and reorder quantity

Storage and disposal: Legal requirement:

• methods of storage • environment regulations for disposal
• security and safety procedures • safety requirements for disposal and retention
• handling procedures
• disposal procedures and policy
• correct methods of disposal of stock items

Issuing of stock to include: Procedures for ordering stock:

• process for issuing individual team(s) or • from internal supplier(s)
department • from external suppliers(s)
• external person (to department) • identification of any differences in ordering
• receipts required for items issued (where procedures for external and internal supplier(s)
applicable)
• source of origin of the principal documents
identified
CVQ

BSBBAD0632A Maintain and issue stock items

Completing documentation to include: Purchase of stock/goods:

• purchase requisition • processes for purchase from suppliers
• delivery invoice • principal documents used in the transaction
• stock cards
• inventory records

EVIDENCE GUIDE
The evidence guide identified the critical aspects, underpinning knowledge and skills to be demonstrated
to confirm competence for this unit. This is an integral part of the assessment of competence and should
be read in conjunction with the range statement.

(1) Critical Aspects of Evidence

(2) Pre-requisite Relationship of Units

• BSSREO0131A Perform stock control procedure

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:
• reorder levels • order and check stock from external
• requirements for ordering, storing, and internal suppliers
taking delivery, issuing and disposing • maintain stock records
of stocks • maintain stock level established
• problems associated with deliveries • calculate reorder levels/or quantity
and stock items • identify and handle problems
• how to handle and correct problems • carry out stock takes
• methods of maintaining up-to-date, • dispose of unwanted stock
accurate and legible records • complete requisition and stock control
• types of documents used and their cards
importance • use computer-based stock control
• differentiating between trade and cash software where applicable
discounts • calculate trade and cash discounts
• stock control procedures • issue stock/stationery on request
• stock control cards
• storage facility for stationery
• meaning of terms:
• First-in-First-Out
• Last-in-Last Out (LILO)
CVQ

BSBBAD0632A Maintain and issue stock items

(4) Resource Implications

Resources may include:

• relevant procedures for handling of stocks
• relevant documentation used including requisition forms, stock cards, purchase order forms,
receptionist books, order forms,
• stock control software (where applicable or appropriate)
• stationery cabinets
• procedures for stocktaking and reporting
• available stock items (where applicable)

(5) Method of Assessment

Competency should be assessed under general guidance checking at various stages of the
process and at the completion of the activity against the performance criteria.

(6) Context of Assessment

Competency should be assessed in the workplace or simulated workplace environment in

accordance with workplace practice and safety procedures.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
• Carries out established • Manages process • Establishes principles and
processes • Selects the criteria for the procedures
• Makes judgement of evaluation process • Evaluates and reshapes
quality using given criteria process
• Establishes criteria for
evaluation

Collect, analyse and organise information Level 2

Communicate ideas and information Level 2
Plan and organise activities Level 2
Work with others and in team Level 2
Use mathematical ideas and techniques Level 2
Solve problems Level 2
Use technology Level 2

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCCO025BA: Respond to inbound customer contact

ITCCCO0252B: Respond to inbound customer contact

Competency Descriptor:
This unit applies to customer contact operational staff who take
inquiries and who arrange the supply of a product or service.

Competency Field: Call Contact

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1 Prepare for customer contact 1.1 Product or service details are obtained and studied .

1.2 Prepared scripts or call guides is studied.

1.3 Details are clarified with relevant manager.

2 Process customers enquiries 2.1 Customer is greeted using enterprise protocol.

2.2 Customer needs are established.

2.3 Customer needs are addressed promptly and efficiently.

2.4 Stressful situations are appropriately handled.

3 Arrange provision for a 3.1 Details of customers' requirements are obtained.

product or service

3.2 Appropriate product or service is selected in consultation

with customer.

3.3 Details are recorded in enterprise systems.

3.4 Supply arrangements with customer are discussed, agreed

and recorded where appropriate.

3.5 Listening and observation skills are effectively employed.

3.6 Expressed objections are keenly l istened to and noted

where appropriate.

3.7 Requisite information for satisfying the customer’s objection

is correctly identified.
CVQ

ITCCCO025BA: Respond to inbound customer contact

3.8 Payment options are discussed and agreed with customer

(if required).

3.9 A credit check is conducted (if req uired).

4 Manage customer contact 4.1 Customer contact records are collated and presented in
accordance with enterprise policy.

4.2 Any difficulties not escalated are recorded and reported .

4.3 Enquiries or orders that cannot be satisfied immediatel y are

escalated.

4.4 Follow-up information is supplied to customer (if role

permits).

4.5 Legislation, codes, regulations and standards are observed

throughout the transaction.

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's particular role or workplace.

Products and services include but not Call guide or script may be:
limited to:
prepared either by the enterprise or external
goods, information or enterprise activities organisations consulting to the enterprise
supplied to the customer for payment or as
part of a service agreement or contract

Records include but not limited to: Payment options include but not limited to:

paper prepared form credit card

electronic computer cheque/cheque card
money order
cash
payment on delivery
direct debit
CVQ

ITCCCO025BA: Respond to inbound customer contact

Credit checks may be: Supply arrangements may be:

automated or undertaken by sales method of delivery

person, or by specialist staff within the delivery address
enterprise time of delivery
arrangements for when householder is not in
attendance
payment on delivery details

Escalation may include: Relevant legislation regulations and standards may

include:
passing a problematic inquiry or customer
service operation to an appropriately skilled trade practices act
staff member for further processing consumer credit code
privacy act
EEO and anti discrimination legislation
telecommunications act
occupational health and safety legislation
freedom of information

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to effectively respond to inbound customer contact in
accordance with the performance criteria and the range listed within the range of variables statement.

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

satisfactory processing of a customer inquiry

matching of product/service to customer requirements
agreement with cus tomer on product or service supply arrangements
accurate recording of product or service supply arrangements
accurate application of prepared call guide
successful handling or appropriate escalation of difficulties

(2) Pre -requisite Relationship of Units

Nil
CVQ

ITCCCO025BA: Respond to inbound customer contact

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

calling principles deliver excellent customer service

voice technique listen attentively
teamwork relates well with people
enterprise policies, procedures and
guidelines
operational environment (customer
base, company products and services)

(4) Resource Implications

The following resources should be made available:

an operational customer contact centre or a simulated contact centre with sim ilar features
customer contact technologies
information technology

(5) Method of Assessment

Competency should be assessed while work is undertaken under direct supervision of application
to task and questions related to underpinning knowledge . Competency can be assessed
concurrently.

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through a

simulation. This should be supported by a range of methods to assess underpinning
knowledge.
CVQ

ITCCCO025BA: Respond to inbound customer contact

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 2

Communicate ideas and information Level 2
Plan and organise activities Level 2
Work with othe rs and in team Level 2
Use mathematical ideas and techniques Level 1
Solve problems Level 2
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCFIN0012A Process customer accounts

ITCFIN0012A: Process customer accounts

Competency Descriptor: This unit describes those functions associated with access to and
provision of a range of customer account services.

Competency Field: Finance

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Identify customer account needs 1.1 Requests for information on the range, options and features
of account services available are responded to, or referred
if necessary to other authorised personnel.

1.2 Customers are assisted when deciding on suitable products

by: outlining features of each product; matching features to
customer needs; providing calculations / figures on options;
providing information on conditions of each product.

1.3 Customers are assisted when completing relevant

documentation for selected services / products.

2. Open/close/transfer customer 2.1 Enquiries in relation to services are responded to by

account providing relevant information.

2.2 Potential account holders are interviewed to gather

information required for opening / transferring account.

2.3 Information provided is assessed for accuracy and verified

according to procedures.

2.4 Documentation that has been completed is verified for

accuracy and deposits accepted ensuring that receipts and
certificates are issued.

2.5 New applications are processed in accordance with

organisation's policies and procedures to ensure: accuracy,
speed of application.

2.6 Interests of customer are considered when providing

information on best and cheapest way to use account.
CVQ

ITCFIN0012A Process customer accounts

3. Process manual transactions 3.1 Customer transactions are processed in an accurate and
timely manner.

3.2 Accurate customer account details are maintained and

verified using correct procedures.

3.3 Customer complaints and disputes are resolved or referred

to other authorised personnel.

3.4 Customer accounts are rectified where necessary.

3.5 Accurate reconciliation of subsidiary ledgers to general

ledger accounts is performed in accordance with
established policies and procedures.

4. Process customer chequing 4.1 Customer chequeing data is processed daily according to
organisation's policies and procedures.

4.2 Customer chequeing database is maintained in accordance

with organisation's policies and procedures.

4.3 Daily statement entries are actioned and followed up.

4.4 Dishonour fees and excess fees are charged as authorised.

4.5 Reconciliations are completed in accordance with

organisation's policies and procedures.

4.6 Dates/signature details are checked and processed

accordingly.

5. Process electronic transactions 5.1 Electronic transactions are processed according to the
organisation's policies and procedures.

5.2 Periodical payments are processed according to the

organisation's policies and procedures.

5.3 Transaction error records are completed according to the

organisation's policies and procedures.

5.4 Customers are informed of delays in computer / transaction

operations.

5.5 Information is accurately entered into workstation

equipment.
CVQ

ITCFIN0012A Process customer accounts

RANGE STATEMENT
The Range Statement provides advice to interpret the scope and context of this unit of competency,
allowing for differences between enterprises and workplaces. It relates to the unit as a whole and
facilitates holistic assessment. The following variables may be present for this particular unit:

Account services may include but not limited to:

Authorised personnel may include but not limited
to:
 savings
 retirement  employees
 superannuation  supervisors/managers
 investment services  dispute resolution officer

Relevant information on requirements for Organisation's policies and procedures may be in

establishing/closing/transferring an account regard to but not limited to:
may include but not limited to:
 administrative and clerical systems
 type / variety of other accounts available  product/account and service range
 reasons for transfer / close of accounts  size, type and location of branch
 responding to complaints and / or referring to  range of responsibility
other authorised personnel  types of equipment used

Interests of customer includes: Transaction processing may be both manual and/

or electronic and may include but not limited to:
 knowledge of the changing circumstances of
the customer and how these contexts  initiation of transaction by opening terminal
influence customer’s needs in relation to  clearance of terminal and tender transferred
financial, retirement, investment and other according to procedure
services. This knowledge is gained through  completion of records for transaction errors
customer rapport, appreciation of external according to policy
factors influencing customer and market  accurate processing of transactions into
knowledge workstation equipment according to policy
 accurate completion of customer application
forms and transaction receipts
CVQ

ITCFIN0012A Process customer accounts

Customer accounts details may include but not Electronic (non-cash) transactions may include but
limited to: not limited to:

 investment, retirement savings  cheques

 transfers from other accounts  credit cards
 visas and other plastic cards
 insurance
 electronic bill payment
 EFT disputes
 periodical payments
 electronic payments
 payroll, member chequeing, direct debit
 fees charged

Relevant legislation may include but not limited to:

 consumer credit code

 privacy act
 secrecy laws
 codes of practice
 competition
 code of conduct
 financial transaction reports act
 cheques and payment orders act

EVIDENCE GUIDE
The Evidence Guide is a guideline which assists in the development of assessment instruments / tools to
assess the competency of workers in the Retail Financial Services sector. This requires evidence of
consistent achievement of the workplace outcomes covered by the unit.

(1) Critical Aspects of Evidence

 thorough checking of customer account details

 basic knowledge of relevant legislation
 sound communication skills in dealing with customers
 sound understanding of customer complaint / dispute resolution policies and procedures
 understanding and implementation of customer account processing in accordance with
industry codes of practice and company policy
 ability to use relevant data entry and office equipment
 sound knowledge of range of products/fees
CVQ

ITCFIN0012A Process customer accounts

(2) Pre-requisite Relationship of Units

 Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

 knowledge of policies and procedures in  demonstrate keyboard skills

regard to customer account service and  demonstrate literacy skills in regard to
techniques written documentation
 knowledge of relevant legislation and  demonstrate time management skills
statutory requirements  demonstrate communication skills and
 knowledge of industry codes of practice numeracy skills in regard to calculating
including: consumer credit code, privacy act, cash and non cash transaction totals
credit act  use customer account software
 knowledge of questioning/listening  demonstrate assessment skills
techniques
 security checking procedures
 the finance industry
 business communication
 accounting principles
 business law
 customer service
 customer relations
 products available
 features of each account e.g. savings,
cheque
 loan, credit card
 requirements for application
 appropriate documentation
 security equipment
 terminals
 numerical displays boards calculators

(4) Resource Implications

 availability of qualified assessors

 system which facilitates recording of trainees profiles and progress
 facilities for workplace or simulated environment assessment
CVQ

ITCFIN0012A Process customer accounts

(5) Method of Assessment

Competency should be assessed while tasks are undertaken.

Assessment should involve:

 observation of work processes

 questioning related to underpinning knowledge

Assessment maybe by intermittent checking at the various stages of the job application in
accordance with the performance criteria or maybe at the completion of each process.

(6) Context of Assessment

Assessment of performance requirements in the unit must be undertaken in an industry context.

Aspects of competency, including attainment of relevant knowledge and skills may be assessed
in a simulated work environment. Competency is demonstrated by performance of all stated
criteria according to the Range Statement applicable to the workplace.
CVQ

ITCFIN0012A Process customer accounts

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
 Carries out  Manages process  Establishes principles and
established  Selects the criteria for the procedures
processes evaluation process  Evaluates and reshapes process
 Makes judgement of  Establishes criteria for evaluation
quality using given
criteria

Collect, analyse and organise information Level 2

Communicate ideas and information Level 2
Plan and organise activities Level 2
Work with others and in team Level 2
Use mathematical ideas and techniques Level 2
Solve problems Level 2
Use technology Level 2

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCCO0142B Manage customer relationships:

ITCCCO0142B: Manage customer relationships

Competency Descriptor:
This unit applies to the contribution that individual operators can
make to the management of established relationships with the
customer.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1 Contribute to the meeting of 1.1 The dimensioning of customer needs is contri buted to.
customer needs

1.2 Enterprise policy is applied when providing customer

service.

1.3 Enterprise priorities are applied in customer dealings.

1.4 Problems encountered in meeting customer needs are

discussed with team members.

1.5 Customer enquiries are referred or escalated where needs

cannot be satisfied.

1.6 Inconsistencies between enterprise policy and customer

needs are identified.

1.7 Recommendations for improvement of service to customers

are made.

2 Obtain feedback from 2.1 Feedback from customers is sought and encouraged.
customers

2.2 Customer satisfaction surveys are conducted.

2.3 Customer feedback data is systematically gathered and

collated.

2.4 Customer feedback is reported to appropriate staff.

CVQ

ITCCCO0142B Manage customer relationships:

3 Use customer feedback to 3.1 Customer satisfaction data is measured against previous
enhance customer results.
relationships

3.2 Customer feedback data is analysed against enterprise

performance data.

3.3 Recommendations are provided for improvement of

customer relationships.

3.4 Measures to improve customer relationships are

implemented.

RANGE STATEMENT
The following statements cover a wide range of circumstances. Assessment of candidates should be
within the range that applies to the candidate's particular role or workplace.

Dimensioning include: Enterprise policy may include but not limited:

identifying the total range of products and specific communication channels

services including support services that servi ce guarantees
customers require or may require in the pricing policies
future contingency plans
limits on products or services supplied
methods for achieving customer satisfaction

Enterprise priorities include but not limited: Team members include but not limited:

programs of preferential treatment for the whole centre

particular customers any group/sub-unit within the centre
sales emph asis on particular products or
services

Referral or escalation: Feedback include but not limited:

dealing with customer demands are unique to satisfactory and unsatisfactory outcomes in
the enterprise and usually revolve around a provision of customer service
hierarchy of help procedures ranging from
management to specified help desks
CVQ

ITCCCO0142B Manage customer relationships:

Customer satisfaction surveys include but not Relevant legislation, codes, regulations and
limited to: standards include but not limited to:

conducted by customer contact operators on privacy act

an organised basis or as part of their everyday EEO and anti discrimination legislation
role telecommunications act
more formal surveys undertaken by the occupational health and safety legislation
enterprise using both internal staff or industrial awards and agreements
specialised research groups freedom of information
environment

EVIDENCE GUIDE
Competencies should be demonstrated by the ability manage customer relationships in accordance with
the performance criteria and the range listed within the range of variables statements

(1) Critical Aspects of Evidence

Assessment candidates should produce evidence of the following:

understanding of enterprise mission, goals and plans

knowledge of enterprise products, standards, policies and practices
identification, dimensioning and satisfaction of customer needs
application of enterprise policies in satisfying customer needs
clear and concise communication of needs expressed by customers
measurement of customer needs and satisfaction
obtaining feedback from customers
recognition and understanding of customer problems and resolution or timely referral of
problem in a manner satisfact ory to the customer
projection of a professional image in representing the company

(2) Pre -requisite Relationship of Units

Nil
CVQ

ITCCCO0142B Manage customer relationships:

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

basic marketing principles manipulate computer keyboard

data collection and survey tech niques articulate enterprise products and services
customer service carry out questioning and active listening
enterprise protocols associated with skills to clarify information
customer service apply customer service skills to satisfy
enterprise policies, procedures and customer requirements
guidelines offer effective rebuttals
enterprise culture and values

(4) Resource Implications

an operational customer contact centre using or a simulated conta ct centre with similar
features.
customer contact technologies
information technology

(5) Method of Assessment

Competency should be assessed while work is undertaken and include observation of real or
simulated processes and procedures and questions related to underpinning knowledge.

(6) Context of Assessment

Assessment should include practical demonstration either in the workplace or through a

simulation. This should be supported by a range of methods to assess underpinning knowledge.
CVQ

ITCCCO0142B Manage customer relationships:

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective wo rkplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes process
quality using given Establishes criteria for evaluation
criteria

Collect, analyse and organise information Level 2

Communicate ideas and information Level 2
Plan and organise activities Level 2
Work with others and in team Level 1
Use mathematical ideas and techniques Level 2
Solve problems Level 2
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSSREO0332A Perform retail finance duties

BSSREO0332A Perform retail finance duties

Competency Descriptor: This unit deals with the skills and knowledge required to carryout
routine financial related activities such as processing/preparing petty
cash, banking documents, non-cash transactions, and invoices for
creditors/debtors.

Competency Field: Retail Operations

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Process Petty Cash 1.1 Petty cash claims checked for approval, accuracy and
Transactions authenticity before processing.

1.2 Transactions balanced and checked according to store

policy and procedures.

1.3 Irregularities noted and referred to nominated person for

resolution.

1.4 Petty cash transactions processed and recorded within

designated time limits.

2. Prepare Banking Documents 2.1 Cashbook entries balanced against record of takings.

2.2 Deposit entries accurately compiled, and balanced.

2.3 Cash, cheques and credit card vouchers listed on banking

deposit forms in accordance with the banking institution’s
guidelines.

2.4 In-store credit systems processed according to store policy.

3. Process Non -Cash Transactions 3.1 Credit card transactions balanced and presented to
nominated person for checking.

3.2 Irregularities noted and referred to nominated person for

resolution.

4. Reconcile Invoices for Payment 4.1 Discrepancies between invoices and delivery and delivery
to Creditors notes identified and reported to nominated person/section
for resolution.

4.2 Errors in invoice charges identified and reported to

nominated person/section for correction/resolution.
CVQ

BSSREO0332A Perform retail finance duties

4.3 Discrepancies and errors rectified, as directed.

4.4 Corrected and authorized invoices processed for payment

within designated time limits.

4.5 Creditor enquiries resolved and/or referred to nominated

person/section for resolution.

5. Prepare Invoices for Debtors 5.1 Preparatory calculations performed to produce accurate
customer invoices.

5.2 Relevant documentation completed to ensure accuracy of

contents.

5.3 Documents distributed to nominated person/section for

certification prior to being dispatched.

5.4 Verified documents dispatched within designated time

limits.

5.5 Documents copied and filed for auditing purposes.

RANGE STATEMENT

The range of variables statement provides details of the scope of the Elements and Performance Criteria
to allow for differences within enterprises and workplaces, including practices, knowledge and
requirements. The Range of Variables also provides a focus f or assessment and relates to the unit as a
whole.

The following variables may be present: Business source documents used may include, but
are not limited to, the following:
Store policies and procedures in regard to
store financial systems. purchase requisitions
Size, type and location of store. purchase orders
Level of responsibility. invoices
Resources required to complete tasks. receipts
Types of equipment/systems used. delivery dockets/receipts
Financial recording systems may be manual or credit notes
electronic statements
remittance advices
cash register rolls
deposit books.
Interbranch stock transfers
CVQ

BSSREO0332A Perform retail finance duties

Non-cash transactions may include but are not

limited to:
credit cards
customer credit ratings
cheques
hire purchase
lay-by
cash on delivery (C.O. D.)
customer refunds.

EVIDENCE GUIDE
The following components of the Evidence Guide relate directly to the Performance Criteria and the
Range of Variables for the unit of competency and will inform and provide guidance for assessment of the
unit in the workplace and/or training program.

(1) Critical Aspects of Evidence

Evidence of the following knowledge and skills is considered essential to demonstrate

competency in this unit:

consistently applying store policies and procedures, in regard to petty c ash and non cash
transactions. invoicing, banking processes and processing delivery and document
discrepancies
consistently and responsibly applying skills pertaining to the reconciliation and payments of
invoices for creditors and debtors, in accordance w ith store policies and procedures.

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge
Knowledge of:

register/terminal balance
cash and non -cash transactions security
petty cash
cash balances
banking
purchase requisitions/orders
issuing of receipts
delivery dockets
credit notes
CVQ

BSSREO0332A Perform retail finance duties

Knowledge
Knowledge of:

statements
remittance advices
cash register rolls
deposit books
change required and denomination of change operation of
equipment used at register/terminal processing delivery
and delivery document discrepancies invoicing
procedures for debtors and creditors
tasks to set timelines.
opening and closing point of sale terminal
clearance of terminal and transference of tender
maintenance of cash balances
counting cash
calculating non-cash documents
customer credit ratings
balancing point of sale terminal
recording takings
security of cash and non-cash transactions
change required and denominations of change
credit card processing
processing of cheques
gift vouchers/la y by
cash on delivery (COD)
lay-by
credits and returns
customer refunds

Skill
The ability to:

process petty cash transactions

balance cashbook entries
compile and balance deposit entries
prepare banking documents
process non-cash transactions
reconcile invoices for payment to creditors
prepare invoices for debtors
CVQ

BSSREO0332A Perform retail finance duties

(4) Resource Implications

All resources must be provided for the assessment. If workplace based, the resources should
relate specifically to store policies, procedures and range of stock and equipment. If an off the job
or simulated work environment is used then resources should be generic and be applicable to a
wide variety of stores/work environments.

Resources may include:

a real or simulated retail environment credit cards

relevant documentation, such as: electronic payment equipment
store policy and procedure manuals credit notes
financial transaction lay-by.
dockets/slips/invoices registers and related equipment
recording/tally sheets computer equipment
cash register rolls a range of software applications
cash on delivery (C.O.D.) vouchers
cheques/traveller’s cheques

(5) Method of Assessment

Evidence should be gathered attesting to the achievement of competence by the candidate to the
standard required for each element and un it of competency.

Evidence is best gathered using the products, processes and procedures of the individual
workplace context as the means by which the candidate demonstrates competence.
In order to ensure consistency of performance, evidence should be col lected over a set period of
time that is sufficient to include dealings with an appropriate range and variety of retail situations.

Assessment activities may also include written or verbal short answer testing, multiple choice
testing, practical exercises , role -plays, or observation of practical demonstration.

(6) Context of Assessment

Elements of competency contain both theoretical and practical components. The theoretical
components may be assessed off the job. The practical components should be assessed either
in a work or simulated work environment.
CVQ

BSSREO0332A Perform retail finance duties

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes process
quality using given Establishes criteria for evaluation
criteria

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise ac tivities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skill s.
CVQ

BSSREO0212A Apply store security systems and procedures

BSSREO0212A: Apply store security systems and procedures

Competency Descriptor: This unit involves the maintenance and use of store security equipment,
ensuring the safety and well being of staff and customers, the detection
and apprehension of thieves and the application of post apprehension
procedures in line with state or territory la ws.

Competency Field: Retail Operations

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Maintain store security systems 1.1 Security equipment operated according to manufacturers
instructions and store procedures.

1.2 Security equipment regularly checked to ensure operational

effectiveness and faults/regular servicing organized in line
with store procedures/manufacturers specifications.

1.3 Surveillance of specific store areas is applied in line with

store procedures

1.4 Security data entered accurately and updated as required

by store policy and procedures

2. Deal with potentially unsecured 2.1 Factors which increase security risk identified, regularly
situations monitored, recorded and reported according to assigned
instructions.

3. Detect and apprehend thieves 3.1 Evidence associated with each theft offence is collected as
required by the law of evidence under state legal
proceedings

3.2 Alternative actions to arrest are considered and facilitated

for minor offences where permitted by store procedures.

3.3 Apprehension and or arrest of thieves are facilitated in line

with store procedures and state or territory law.

3.4 Store detection and apprehension procedures are applied

in a manner that ensures safety of self, colleagues,
customers, the general public and the offender.

4. Apply post apprehension 4.1 Reports prepared for police/security personnel according to
procedures legal requirements and s tore procedures.
CVQ

BSSREO0212A Apply store security systems and procedures

4.2 Appropriate requirements/processes applied with regard to:

obtaining brief particulars
recovery of merchandise
searching offenders
rights of offenders
questioning offenders, according to state law

RANGE STATEMENT
The Range of Satement provides details of the scope of the Elements and Performance Criteria to allow
for differences within enterprises and workplaces, including practices, knowledge and requirements. The
Range of Variables also provides a focus for assessment and rel ates to the unit as a whole.

The following variables may be present: Security equipment used in stores may include but
not limited to:
store policies and procedures in regard to the
apprehension of thieves alarms
size, type and location of store surveillance equipment such as cameras,
store merchandise and service range closed circuit television
store standard procedures for the operation of dye tags
security equipment security barcodes
the elements of theft as defined by state
legislation, case law and/or common law
authority to apprehend thieves as described in
state legislation, case law or common law and
as applied or permitted by store policies or
procedures
post apprehension or arrest procedures as
described by state legislation

Theft and other property offences may include but

not limited to:

customer and bag checking procedures

criminal deception (false pretences)
criminal (wilful) damage)
CVQ

BSSREO0212A Apply store security systems and procedures

EVIDENCE GUIDE
Evidence of the following knowledge and skills is considered essential to demonstra te competency in this
unit.

(1) Critical Aspects of Evidence

consistently and accurately operating store security equipment

consistently applying store procedures and relevant state legislation, case law or
common law in relation to the detection and ap prehension of offenders
identifying and recording evidence in accordance with relevant state, case law or
common law

(2) Pre -requisite Relationship of Units

Nil

(3) Underpinning Knowledge and Skills

Knowledge
Knowledge of:

dealing with theft and other property offences, including customer bag checking procedures
dealing with other property offences, including criminal deception (false pretences), criminal
(wilful ) damage
apprehension of offenders
operation and maintenance of store security equipme nt, taking into account manufacturers
maintenance and operating procedures.
relevant law and industry codes of practice and their application in relation to store polices
and procedures, in regard to the checking of customers’ bags and purchases
the elements of proof and defences to the offence as per the relevant state legislation, case
law and common law
relevant powers of arrest and post arrest procedures within the state and their application in
relation to store policies and procedures
the applicable Rules of Evidence of the state, court procedures and the giving of evidence in
court
definition of theft and larceny
occupation health and safety legislation/guidelines

Skills
The ability to:

apply literacy and numeracy skills in relation to interpreting legal documents, recording and
reporting procedures
apply surveillance techniques
analyse theft statistics, annual cost of theft, thief profiles and categories
CVQ

BSSREO0212A Apply store security systems and procedures

(4) Resource Implications

All resources must be provided for the assessment. The resourc es should relate specifically
to store policies, procedures and range of stock and equipment.

Resources may include:

a retail environment

relevant documentation, such as:

theft statistics
thief profiles
legislation and statutory requirements relating t o theft and property offences
store policy and procedure manuals

access to equipment such as:

security systems
communication equipment
qualified workplace assessor

(5) Method of Assessment

Evidence should be gathered, attesting to the achievement of co mpetence by the candidate to

the standard required for each element and unit of competency.

Evidence is best gathered using the products, processes and procedures of the individual
workplace context as the means by which the candidate achieves retail indu stry competencies.

(6) Context of Assessment

In order to ensure consistency of performance, evidence should be collected over a set period of
time that is sufficient to include dealings with an appropriate range and variety of retail situations.

Elements of competency contain both theoretical and practical components. The theoretical
components may be assessed off the job. The practical components should be assessed in a
work environment.
Assessment activities may also include written or verbal short an swer testing, multiple choice
testing, practical exercises, role -plays, research/project work or observation of practical
demonstration.
CVQ

BSSREO0212A Apply store security systems and procedures

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. Th ese levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise informati on Level 2

Communicate ideas and information Level 2
Plan and organise activities Level 2
Work with others and in team Level 2
Use mathematical ideas and techniques Level 2
Solve problems Level 2
Use technology Level 2

Please refer to the As sessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCCCO0262B: Process general inquiries and provide assistance to customers

ITCCCO0262B: Process general enquiries and provide assistance to

customers

Competency Descriptor: This unit applies to handling of basic enquiries from customers
related to billing and account matters and general inquiries related
to provision and maintenance of an enterprise product and/or
service. Support provided at this level would normally be in a
"hotline" type environment where a special access number is
allocated to a specific product/service It involves follow up with
the customer on satisfaction of support provided.

Competency Field: Telecommunication

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1 Identify and clarify customer 1.1 Customer enquiry received and verified.
needs/inquiry

1.2 Type of support/assistance/information required by the

customer is determined.

1.3 Customer records are accessed where required.

1.4 Further information is sought from the customer where

needed.

2 Satisfy customer need 2.1 Information required by the customer is accessed and
provided in an efficient and timely manner.

2.2 Possible options to resolve enquiry are determined.

2.3 Help is sought where possible, in answering enquiry while

customer is on the phone.

2.4 Systems/manuals are researched to locate the information

sought while customer is kept informed as to progress of
the search.

2.5 Information is provided to the customer in a clear and

concise manner.

2.6 Where delays occur, customer is offered call back service

at a time convenient to the customer.
CVQ

ITCCCO0262B: Process general inquiries and provide assistance to customers

2.7 Enquiry is referred to appropriate person/area where

solution is complex or affects enterprise policy and
procedures.

3 Follow up customer on inquiry 3.1 Contact is made wi th the customer to ensure satisfaction
resolution with support/assistance provided.

3.2 Further information is provided if necessary.

3.3 Contracts are struck with customer to undertake further

research where dissatisfaction occurs.

RANGE STATEMENT

A Call Centre is an organisational unit that acts as a focal point for communication between organisations
and customers using live voice telephony and/or information technology to meet service purposes.

Call centres exist across a range of industries and travel industry reservations, information,
industry sectors. Examples include but not limited customer support, loyalty programs
to: market research companies
charity organisations financial support and
telecommunications companies product sales product sales
and marketing, customer service and account mercantile agencies
inquiries, directory services, call assistance credit reporting bureaus
banking sector marketing services, customer government organisations government service
funds transfer, loan applications, customer inquiries, government benefit issues
service
insurance companies customer service,
product sales, new policy applications,
renewals
retailers and suppliers marketing services and
product, after sales support, dealer care,
product sales and delivery
CVQ

ITCCCO0262B: Process general inquiries and provide assistance to customers

The operational environment of a call centre Requirements of the environment of the specific
operator will vary significantly from enterprise to operational organisation unit as specified in:
enterprise and will be influenced by but not limited
to: business rules
regulatory environment in which the enterprise accountabilities
and/or industry operates stress management guidelines
enterprise policies, procedures, business ergonomic guidelines
practices and guidelines, including, but not authorising delegations
limited to, those covering: service memoranda of understanding/service
quality management delivery agreements
corporate conduct/ethics performance measures
people targets
health and safety agreed service delivery scope and charter
equal employment opportunity
escalated service difficulties
customer complaints
procedures and standards specified by process
owners, customers, or suppliers
type of call centre

The defined environment of the relationship, Support and assistance may include but not limited
include but not limited to: to:

stakeholders assistance with product use

business context information relating to enterprise
technology product/services
level of complexity of customers and product/service costs
products/services after sales support
warranty details and information
service timing/timetables

Quality and continuous improvement is defined by Customer records are normally maintained in a:
the enterprise and can apply to:
computerised system specific to the enterprise
variation paper/card related systems
customer service
standards
service delivery
performance
process
productivity
financial
goal setting
resource management
CVQ

ITCCCO0262B: Process general inquiries and provide assistance to customers

Information may be obtained from but not limited to: Specialist staff may include but not limited to:

enterprise systems designated technical

customer records engineering
operational manuals sales
marketing staff

Referral procedures will vary from enterprise to Referral details may include but not limited to:
enterprise
name and/or designation of specialist person time
Escalation includes but not limited to: of call back
nature of further information
passing a problematic inquiry or customer
service operation to an appropriately skilled
staff member for further processing

Account inquiries include but not limited to: Customer billing records include but not limited to:

billing item queries records normally maintained in a computerised

charges and costings system specific to the enterprise
payment date paper/card related systems

Relevant legislation, regulations and standards Account inquiries include but not limited to:
include but not limited to:
billing item queries
privacy act charges and costings
equal employment opportunity (EEO) and anti payment date
discrimination legislation
telecommunications act
occupational health and safety legislation
freedom of informat ion
environment
CVQ

ITCCCO0262B: Process general inquiries and provide assistance to customers

EVIDENCE GUIDE
(1) Critical Aspects of Evidence

accurate identification and verification of customer need

accessing systems/manuals to determine answer to customer inquiry
identification of specialist support within the enterprise
consideration of options for meeting inquiry
provision of effective and timely support and assistance in satisfying customer need
activation of systems to provide information/assistance where required
accurate verification of customer enquiry
provision of effective and timely response in satisfying inquiry
accessing and interrogation of billing records, systems, manuals to determine answ er to
customer inquiry
escalation in accordance with policy
knowledge of enterprise products/service, standards, practices, policies
effective follow up of customer, post inquiry
projection of a professional image in representing the company
demonstration of all related occupational health and safety requirements and work practices
contributes in a positive manner to the overall improvement of team performance
applies principles of quality and continuous improvement in all operational activities
effective navigation of computer system

(2) Pre -requisite Relationship of Units

Nil
CVQ

ITCCCO0262B: Process general inquiries and provide assistance to customers

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

teamwork demonstrates appropriate report and letter

conflict resolution writing skills
enterprise policies, procedures and demonstrates customer service skills
guidelines demonstrates empathy
enterprise mission, business goals and demonstrates effective listening skills
standards demonstrates effective interpersonal skills
specific work role and relationships including verbal communi cation,
enterprise organisational structure negotiation and conflict resolution and
enterprise information systems telephone techniques
enterprise protocols associated with demonstrates problem solving skills
customer service
operational environment: customer
base, company products and services
operational systems
quality and continuous improvement
processes
occupational health and safety
standards products and service
charges
enterprise billing procedures
enterprise protocols associated with
customer service
operational systems

(4) Resource Implications

a call centre or simulated call centre environment

telecommunications equipment and information system to enable the performance criteria to
be met

(5) Method of Assessment

Evidence of competency is best obtained by observing and monitoring activities in an operational

environment under normal working conditions. If this is not practicable, observat ions and
monitoring in a realistic simulated environment may be substituted.

Skills and knowledge evidence may be completion of training courses or on -the -job learning. This
should be supported by a range of methods to assess underpinning knowledge.
CVQ

ITCCCO0262B: Process general inquiries and provide assistance to customers

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support this.

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 1
Work with others and in team Level 1
Use mathematical ideas and techniques Level 1
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

ITCFIN0022A Administer card services

ITCFIN0022A: Administer card services

Competency Descriptor: This unit describes those functions associated with the provision
and maintenance of a range of electronic banking card services.

Competency Field: Finance

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Process applications for 1.1 Information is gathered as required to support application
transaction cards for card.

1.2 Application is completed and processed in accordance with

procedures.

1.3 Customers are notified of approval/disapproval of

application.

1.4 Card issuing and distribution are processed in accordance

with procedures.

2. Process card transaction 2.1 Customers are provided with information on transaction
cards.

2.2 Consultation or referral to other personnel occurs in order

to determine details required.

2.3 Card transactions are processed in accordance with

organisation's policies and procedures.

2.4 Complaints and enquiries are processed in accordance

with the with organisation's policies and procedures for
captured and hot listed cards.

3. Administer card database 3.1 Card database is administered in accordance with the
organisation's policies and procedures.

3.2 Duplicate transactions and charge backs are identified and

processed according to organisation's policies and
procedures.

3.3 Card security procedures are checked to ensure

appropriate procedures are in place.
CVQ

ITCFIN0022A Administer card services

RANGE STATEMENT

Cards include but not limited to: Organisation's policies and procedures:

 a range of Visa cards  organisation information includes policies and

 credit cards procedures in regard to administrative and
transaction and other cards recognised by clerical systems, product / account and service
the organisation range, size, type and location of branch, range
of responsibility, types of equipment used.

Information on transaction cards may include but Other personnel:

not limited:
 other personnel may include employees or
 type of card available supervisors / managers.
 procedures for applying for card
 details of related products as applicable
 terms and conditions of card use.

Hot listed cards refer to: Card security procedures may include but not
limited to:
 cards reported as stolen
 lost cards  confidentiality of information held
 fraudulent cards  procedures to identify card holder
 encryption to prevent illegal access
 procedures in the event of loss or theft of card

Relevant legislation may include but not limited to:

 Consumer
 Consumer Credit Code
 Privacy Act
 Secrecy laws
 Codes of Practice
 Competition
 Financial Transaction Reports Act
 Cheques and Payment Orders Act.
CVQ

ITCFIN0022A Administer card services

EVIDENCE GUIDE
The Evidence Guide is a guideline which assists in the development of assessment instruments / tools to
assess the competency of workers in the Retail Financial Services sector. This requires evidence of
consistent achievement of the workplace outcomes covered by the unit. An employee working at this level
should be able to demonstrate the following underpinning knowledge and skills.

(1) Critical Aspects of Evidence

 thorough checking of card database information

 detailed knowledge of relevant legislation
 comprehensive knowledge of card security procedures
 strong communication skills in dealing with customers
 comprehensive understanding and implementation of industry codes of practice
 ability to use relevant data entry and office equipment.

(2) Pre-requisite Relationship of Units

 Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

 relevant banking legislation  process account applications effectively and

 card security procedures efficiently
 industry codes of practice  relates effectively to customers to clarify,
 card database information discuss and update account information
 knowledge or awareness of relevant  enters new information into databases
acts and regulations  records, updates and files correspondence and
 legal systems and procedures documentation
 general developments in the Credit  explain and use the filing system and its codes
Management sector and company and maintains the filing system to ensure it
policy operates effectively
 develops and maintains interpersonal skills,
telephone skills and writing skills
CVQ

ITCFIN0022A Administer card services

(4) Resource Implications

 availability of qualified assessors

 system which facilitates recording of trainees profiles and progress
 facilities for workplace or simulated environment assessment

(5) Method of Assessment

Competency should be assessed while tasks are undertaken.

Assessment should involve:

 observation of work processes

 questioning related to underpinning knowledge

Assessment may be by intermittent checking at various stages of each task application or at the
completion of each task in accordance with the performance criteria.

(6) Context of Assessment

Assessment of performance requirements in the unit must be undertaken in an industry context.

Aspects of competency, including attainment of relevant knowledge and skills may be assessed
in a simulated work environment.

Competency is demonstrated by performance of all stated criteria according to the Range of

Variables applicable to the workplace.
CVQ

ITCFIN0022A Administer card services

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
 Carries out established  Manages process  Establishes principles and
processes  Selects the criteria for procedures
 Makes judgement of the evaluation process  Evaluates and reshapes process
quality using given  Establishes criteria for evaluation
criteria

Collect, analyse and organise information Level 2

Communicate ideas and information Level 2
Plan and organise activities Level 2
Work with others and in team Level 2
Use mathematical ideas and techniques Level 2
Solve problems Level 2
Use technology Level 2

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
CVQ

BSBBAD0332A Prepare and process financial/business documents

BSBBAD0332A: Prepare and process financial/business documents

Competency Descriptor: This unit covers the processing of financial transactions including
petty cash, invoicing and banking in a business environment.

Competency Field: Business Administration Services

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Process petty cash transactions 1.1 Petty cash claims and vouchers are checked for approval,
accuracy and authenticity prior to processing.

1.2 Petty cash transactions are processed and recorded within

designated time limits.

1.3 Irregularities are noted and referred to nominated person

for resolution.

1.4 Transactions are checked and petty cash book balanced

according to organisational requirements.

2. Prepare and process banking 2.1 Deposits and withdrawals are accurately entered and
documents balanced according to organisational requirements.

2.2 Cheques and credit card vouchers are checked for validity
(signatures, dates, amounts) before processing.

2.3 Cash, cheques and credit cards are listed on banking forms
in accordance with the banking institution’s guidelines.

3. Reconcile invoices for pa yment 3.1 Discrepancies between invoices and source documents are
to creditors identified and reported to nominated person for resolution.

3.2 Adjustments and errors are identified, reported and rectified

in accordance with organisational requirements.

3.3 Creditor enquiries are answered and/or referred to

nominated person for resolution.

4. Prepare invoices for debtors 4.1 Invoices are prepared accurately in accordance with
organisational requirements.

4.2 Invoices are distributed to nominated person for verification

prior to despatch.
CVQ

BSBBAD0332A Prepare and process financial/business documents

4.3 Adjustments are made as required in accordance with

organisational requirements.

4.4 Invoices and other related documents are copied and filed
for auditing purposes.

RANGE STATEMENT
The Range Statement provides advice to interpret the scope and context of this unit of competency,
allowing for differences between enterprises. It relates to the unit as a whole and facilitates holistic
assessment. The following variables may be present for this particular unit:

Statutory Legislation, codes and national standards Checking claims for accuracy and authenticity may
relevant to the workplace which may include: include:

relevant legislation from all requiring a receipt

government agencies that affect business ensuring items purchased are business related
operation, especially in regard to Occupational accepting claims from authorised personnel
Health and Safety and environme ntal issues, only
equal opportunity industrial relations and
anti-discrimination Recording petty cash transactions may include use
relevant industry codes of practice of:

paper based
electronic
organisational accounting system

Nominated persons include: Source documents may include:

petty cash officer
supervisor journals
accounts department staff purchase orders
invoices
Banking institution’s guidelines may include: receipts
delivery dockets/receipts
deposit slips filled out accurately credit notes
cash bundled statements
banking summary provided remittance advices
deposit books
banking electronically
CVQ

BSBBAD0332A Prepare and process financial/business documents

Organisational requirements may include:

totalling and balancing petty cash book security procedures

procedures Occupational Health and Safety policies,
legal and organisation policies/guidelines and procedures and programs
requirements format of documents for reimbursement
all cash being accounted for at all times guidelines for updating receipts
procedures for entering and ba lancing accounting and auditing standards specified by
deposits the accounting board
procedures for checking validity of cheques designated timelines for petty cash period/pay
and credit card vouchers period

EVIDENCE GUIDE
The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated
to confirm competency for this unit. This is an integral part of the assessment of competency and should
be read in conjunction with the Range Statement.

(1) Critical Aspects of Evidence

Application of organisation’s policy and procedures for financial transactions in regard to petty
cash, invoicing and bank processes.
Accurate processing of petty cash claims and vouchers including identification of irregularities
or errors.
Accurate preparing and processing of banking documents including identification of
irregularities or errors.
Accurate reconciliation and payment of invoices for creditors and debtors including
identification of irregularities or errors.
The recording and reporting of transactions are done efficiently.

(2) Pre -requisite Relationship of Units

BSBCOR0141A Use business technology

CVQ

BSBBAD0332A Prepare and process financial/business documents

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

relevant legislation from all government read, record and interpret financial
agencies that affect business operation, information
especially in regard to Occupational maintain records and banking
Health and Safety and environmental documents
issues, equal opportunity, industrial check accuracy of calculations and
relations and anti -discrimination reconciliation of accounts
procedures for cash and non-cash proofread in order to maintain accuracy
handling of information
organisational policies and procedures communicate effectively including the
relating to petty cash, banking, security, reporting of irregularities and errors
invoicing relate to people from a range of social,
procedures relating to debtors and cultural, ethnic backgrounds and
creditors physical and mental abil ities
banking institution’s guidelines
methods and techniques for simple
calculations
methods for presenting financial data

(4) Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally
used in the workplace.

(5) Method of Assessment

Competency should be assessed while tasks are undertaken.

Assessment should involve:

observation of work processes

questioning related to underpinning knowledge

Assessment may be by intermittent checking at various stages of each task application or at the
completion of each task in accordance with the performance criteria.
CVQ

BSBBAD0332A Prepare and process financial/business documents

(6) Context of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular

attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide,
and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business
Competency Standards.

Assessment of performance requirements in this unit should be undertaken in an actual

workplace or simulated environment

Assessment should reinforce the integration of the Critical Employability Skill and the Business
Services Common Competencies for the particular NVQ -J Level. Refer to the Critical
Employability Skills at the end of this unit

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1 Level 2 Level 3
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 1

Communicate ideas and information Level 1
Plan and organise activities Level 2
Work with others and in team Level 1
Use mathematical ideas and techniqu es Level 2
Solve problems Level 1
Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.