This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers. Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums.

• Communicate with customers.
• Maintain personal presentation standards.
• Provide service to colleagues and customers.
• Respond to conflicts and customer complaints.
• Work in a team.

• Communicate with customers and colleagues from diverse backgrounds.
• Address cross-cultural misunderstandings.

This unit specifies the outcomes required to implement the organisation's continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.

• Implement continuous improvement systems and processes.
• Monitor and review performance.
• Implement opportunities for further improvement.

• Identify conflict situations.
• Resolve conflict situations.
• Evaluate conflict situations.

This unit describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It requires the ability to make and receive calls, to take messages on behalf of other people and to use the main features of a telephone correctly.

• Respond to incoming telephone calls.
• Make telephone calls.

This unit describes the performance outcomes, skills and knowledge required to follow predetermined health, safety and security procedures. It requires the ability to incorporate safe work practices into all workplace activities and to participate in the organisation's OHS management practices. OHS legislation in all Australian States and Territories imposes obligations on employees to participate in the management of their own health and safety and that of their colleagues and anyone else in the workplace. They have a duty to cooperate with their employer's initiatives to ensure safety at work.

• Follow workplace procedures for health, safety and security.
• Follow procedures for emergency situations.
• Participate in the organisation's OHS practices.

This unit describes the performance outcomes, skills and knowledge required to merchandise products within a retail store. It involves the arrangement and presentation of merchandise, setting up and maintaining displays and labelling and pricing stock.

• Place and arrange merchandise.
• Prepare display labels and tickets.
• Place, arrange and display price labels and tickets.
• Maintain displays.
• Protect merchandise.

This unit describes the performance outcomes, skills and knowledge required to sell tourism services and products proactively in a range of industry contexts. It requires the ability to provide quality customer service while identifying specific customer needs, suggest a range of products to meet those needs, provide current and accurate product information and close the sale. The sale of some tourism products and services is subject to specific regulation under several federal and state or territory pieces of legislation.

• Identify customer needs.
• Suggest products to meet customer needs.
• Provide product information and advice.
• Follow up sales opportunities.

• Calculate costs of products and services.
• Provide quotations to customer.
• Update and amend quotations.

This unit describes the performance outcomes, skills and knowledge required to provide quality service to customers in a range of service industry workplaces. It requires the ability to determine and address diverse customer needs and expectations, ascertain changes in customer preferences, establish rapport, deal with complaints and difficult service situations, use opportunities for promoting and upselling, apply knowledge of protocol and ritual for particular types of industry sectors and organisations, and systematically manage a clientele through rewards systems, databases, etc.

• Develop and maintain product, service and market knowledge.
• Provide a quality service experience to customers.
• Deal with complaints and difficult customer service situations.
• Manage and use information about clients and customers.

This unit covers presentation of a sales solution which responds to the specific buying needs of the client.

• Prepare for presentation.
• Present a sales solution.
• Manage buyer resistance

This unit covers the sales processes associated with securing prospect commitment to proceed with a sale.

• Respond to buying signals.
• Negotiate the sale.
• Finalise the agreement

This unit describes the performance outcomes, skills and knowledge required to complete a range of routine office procedures and activities, including writing simple correspondence.

• Process office documents.
• Draft written communication.
• Draft written communication.