Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Make bookings and process documentation

KHU-TOU-0180

Australian Equivalent

SITXCCS018

Elements

Learning Outcomes

This unit describes the performance outcomes, skills and knowledge required to make and administer customer bookings for products and services. It requires the ability to administer all bookings from identification of customer booking requirements, through to finalisation and issue of documentation. This may include determining availability of the product or service, offering alternatives, accurately recording the booking details, interpreting all documentation requirements, and preparing and despatching documents within designated deadlines. The unit applies to frontline sales and operations personnel in any type of business that takes bookings and issues documentation relating to products or services, who operate with some level of independence and under limited supervision. The skills in this unit of competency must be applied in accordance with Commonwealth and State/Territory legisl

Elements & Learning Outcomes

E1Confirm booking request.

0180.E1.O1Confirm client requirements for products or services and record any special requests or special needs.

0180.E1.O2Determine availability of requested product or service and advise customer, offering alternatives for unavailable products or services.

0180.E1.O3Provide all details to customer, and then confirm their understanding and agreement, responding to any customer questions.

0180.E1.O4Provide details of amendment or cancellation conditions and charges and confirm customer understanding and agreement.

E2Administer customer file and identify booking requirements.

0180.E2.O1Record customer details against booking and use available customer profile or history if available.

0180.E2.O2Identify details of all supplier products and services required by customer.

0180.E2.O3Select suppliers to meet customer requirements and maximise the profitability of the sale.

E3Request products and services.

0180.E3.O1Request products and services from suppliers according to organisational policies and procedures.

0180.E3.O2Provide full details of required booking to ensure customer receives correct product or service.

0180.E3.O3Request return confirmation of booking from supplier.

0180.E3.O4File records of all bookings, including requests and confirmations, according to system and procedural requirements.

E4Update and finalise bookings.

0180.E4.O1Monitor files to ensure all confirmations are received and follow up outstanding confirmations.

0180.E4.O2Note and schedule future action to be taken for bookings.

0180.E4.O3Make and record necessary amendments or adjustments to bookings.

E5Process documentation.

0180.E5.O1Interpret existing booking data to identify all customer details.

0180.E5.O2Identify and interpret details of specific products and services confirmed to customer and check prices quoted.

0180.E5.O3Check payment status of customer files and take required action.

0180.E5.O4Check for and report any discrepancies in costs.

0180.E5.O5Action supplier payments as required, within designated deadlines.

E6Finalise and issue documentation.

0180.E6.O1Check all documentation for accuracy prior to issue and amend as necessary.

0180.E6.O2Prepare and issue documentation within designated timeframes.

0180.E6.O3File copies of documents according to organisational procedures.

0180.E6.O4Process required refunds or additional payments according to product or service conditions.

0180.E6.O5Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.