This Learner Guide explains how to build knowledge of an organisation’s products or services by accessing information about availability, features and benefits. This entails identifying opportunities to update existing knowledge. It then describes how to respond to customer requests and questions regarding products and services using clear and straightforward communication. Finally, the material explains how to recognise when a customer might require enhanced information and how to advise on complementary products, new lines and promotions.

Resources available

Learner Guide
• Mapped to Units of Competency
• Workplace Examples
• Practice Tasks
• Topic Summaries
• Learning Checkpoints

Assessment Support Pack
For the student:
• Practice Assessment Workbook
• Final Assessment Workbook
• Supporting documents
For the assessor:
• Introduction Manual
• Practice Assessments and Marking Guide
• Final Assessment and Marking Guide
• Talk with Others discussion topics
• Observation*
• Third Party Report*
• Competency Mapping
• PowerPoint Slides
• Delivery Plans

PowerPoint Slides are also available separately per unit of competency. Contact your Account Manager for more information.

*where the Unit of Competency requires an Observation be undertaken

Learner guides

• Product Code: BBXPDK001
• ISBN: 978-1-922466-64-8

Support resources

• Product Code: BBXPDK001SP
• ISBN: 978-1-922466-66-2