This unit of competency specifies the outcomes required to establish client relationships, and identify and meet client needs through the delivery of services or by providing information and advice on products and services.  The unit supports those who work alone or in teams.  It applies in a range of work sites, and to new or repeat client encounters, either on company or client premises.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - unit must satisfy the requirements of the elements, performance criteria and foundation skills of this unit. The person must also provide a service to two different clients within the agreed service level agreement, in which the work must include: clarifying client needs and expectations and communicating the features and benefits of one product or service to each client verbally or in writing; - confirming and coordinating human resource requirements for the task; - responding verbally or in writing to one question from each client; - confirming the services to be provided to the client verbally or in writing, including service costs and timelines for service provision; - delivering agreed service to client within agreed timelines, and; - responding accurately and positively to one client complaint according to company's complaints handling procedures.Students will also be expected to demonstrate the following knowledge: - communication techniques for establishing and building client rapport; - company expectations for maintaining personal presentation standards; - company standards relating to customer service standards and providing effective client services, including complaints handling procedures; - key requirements of consumer protection legislation, regulations and codes of practice relating to providing client service; - processes for accessing company products and services; - key features of effective negotiation processes and techniques, and; - range of company products and services available, including their features and benefits, and ways to communicate them to different clients.

Where to next?

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