2. Recommend products and services BSBCMN309A Prepared by Melanie Lynch Training Consultant

3. Unit Descriptor This unit covers the skills and knowledge required to provide advice and information within an organisation about the development and distribution of its products and services.

4. Learning Outline 1. Products and Services 2. Providing information and advice

5. 1. Products and Services

6. Products and Services Enquiries about products and services may come from internal clients or external clients to the organisationEnquiries about products and services may come from internal clients or external clients to the organisation You need to be familiar with all aspects of your organisation’s products and services to provide quality customer service to internal and external clientsYou need to be familiar with all aspects of your organisation’s products and services to provide quality customer service to internal and external clients

7. Products and Services Product and Service knowledge required include: products and services offeredproducts and services offered who is responsible for products and serviceswho is responsible for products and services availability of products and servicesavailability of products and services payment and delivery detailspayment and delivery details special offersspecial offers replacements and refundsreplacements and refunds competitor’s rangescompetitor’s ranges TIP As you work through this module collect material such as brochures and newsletters about the products and services that your organisation offers.

8. Products and services offered A knowledge of your enterprises’ products and services allows you to explain what is available and recommend appropriate options to clientsA knowledge of your enterprises’ products and services allows you to explain what is available and recommend appropriate options to clients Enterprises may offer products and services to both internal and external clients Identify whether your section of the enterprise offers products and services to internal or external clients, or both

9. Responsibility for products and services It is important that you know the person responsible for a particular product or service in your enterpriseIt is important that you know the person responsible for a particular product or service in your enterprise It is important to pass the client on to the right person to avoid wasting both the client’s and your colleague’s time

10. Price/cost of products and services Keep a copy of your enterprise’s products and services handyKeep a copy of your enterprise’s products and services handy If you are in an enterprise which deals with a large range of products and services, find out where the catalogues and price lists are kept. These may be in a central place available for everyone to useIf you are in an enterprise which deals with a large range of products and services, find out where the catalogues and price lists are kept. These may be in a central place available for everyone to use

11. Availability of products and services Some products may be in stock, but others may have a waiting timeSome products may be in stock, but others may have a waiting time It is important to know the exact details or know where to find them so you can give clients the right informationIt is important to know the exact details or know where to find them so you can give clients the right information If you need to access the information from a computer or central area you need to be able to calculate the time it will take and make sure you tell the client when they can expect to receive the informationIf you need to access the information from a computer or central area you need to be able to calculate the time it will take and make sure you tell the client when they can expect to receive the information

12. Assessment 1 Identify products and/or services On a table, list the products or services offered by your enterprise or section, to internal and/or external clientsOn a table, list the products or services offered by your enterprise or section, to internal and/or external clients TIP Know the answers to questions that both internal and/or external clients frequently ask about your products/services. This makes you better prepared to respond quickly to a client’s request.

13. Assessment 1 cont... List some of the different type of external enquiries your enterprise/section receives about its products/services List some of the different type of internal enquiries your enterprise/section receives about its products/services List five reasons why it is important that you know as much as you can about your enterprise’s /department’s products/services

14. Payment and delivery details You need to be familiar with your enterprise’s policies and procedures for receiving and making payments and handling a product, for example packaging, delivery and mailing details You may get queries relating to: when payment is due the method of payment what form of payment is acceptable how urgent orders are processed how long it takes for delivery why a product hasn’t arrived when ordered

15. Special offers Many enterprises offer special deals to clientsMany enterprises offer special deals to clients Make sure you are aware of the special or discounts that your enterprise offersMake sure you are aware of the special or discounts that your enterprise offers When clients contact your enterprise, inform them of any current ‘specials’When clients contact your enterprise, inform them of any current ‘specials’

16. Replacements and refunds Some enterprises have policies on refund and replacement of itemsSome enterprises have policies on refund and replacement of items Familiarise yourself with any relevant policy and proceduresFamiliarise yourself with any relevant policy and procedures

17. Assessment 2 Reproduce the table below and list your enterprise’s payment and delivery details relating to a product/service provided by your enterprise/section

18. Assessment 2 cont.. Special discounts available to our clients are: …………………………………………………Special discounts available to our clients are: ………………………………………………… My enterprise’s discounts and refund/replacement policies are: …………………………………………………………My enterprise’s discounts and refund/replacement policies are: ………………………………………………………… List the extras offered by your enterprise (if applicable): …………………………………...List the extras offered by your enterprise (if applicable): …………………………………...

19. Competitors’ products and prices Collect some information about other similar products or services offered by competitorsCollect some information about other similar products or services offered by competitors If a client requests a service that your enterprise does not offer, refer them on to an enterprise that does offer the serviceIf a client requests a service that your enterprise does not offer, refer them on to an enterprise that does offer the service

20. Confidential Information Your enterprise may have information about its products and services that should not be given to people outside the organisationYour enterprise may have information about its products and services that should not be given to people outside the organisation Ask your supervisor to advise you about what is and isn’t confidential, why this information may be confidential, and what to do if someone requests confidential informationAsk your supervisor to advise you about what is and isn’t confidential, why this information may be confidential, and what to do if someone requests confidential information

21. Assessment 3 Complete the following table

22. Assessment 3 Case study Louise is the receptionist at the Chermside Medial Clinic. A patient, who has had a car accident, is being treated by one of the clinic’s doctors. An insurance assessor telephones the clinic for information about the patient’s medical condition. How should Louise handle the telephone call? (Write your answer out)

23. 2.Providing information and advice

24. Providing appropriate information offer advice from a range of sourcesoffer advice from a range of sources provide a range of options from the client to choose fromprovide a range of options from the client to choose from provide information about alternative products or services that a client had not thought aboutprovide information about alternative products or services that a client had not thought about

25. Providing promotional information Promotional material you need to provide may include: brochuresbrochures flyersflyers cataloguescatalogues order forms policy documents price lists presentation packs websites

26. Tips on providing information and advice to clients Make sure you understand the client’s requestMake sure you understand the client’s request Make sure the information and advice you provide meets the client’s needsMake sure the information and advice you provide meets the client’s needs Tell the client about relevant special offersTell the client about relevant special offers

27. Tips on providing information and advice to clients Tell the client about relevant new products/servicesTell the client about relevant new products/services Tell the client about alternative products and services that may meet their needsTell the client about alternative products and services that may meet their needs Tell the client about the range of information that can be sentTell the client about the range of information that can be sent

28. Tips on providing information and advice to clients Tell the client what action you are going to takeTell the client what action you are going to take Make sure the client understands what you are going to doMake sure the client understands what you are going to do

29. Assessment 4 1.List the questions you could ask when a client contacts your department wanting to know about your organisation’s products and services 2. Explain the importance of: knowing the products and services offered by your enterprise/departmentknowing the products and services offered by your enterprise/department knowing where to find the information you need in order to provide appropriate information and advice to clientsknowing where to find the information you need in order to provide appropriate information and advice to clients

30. Recording details of customer contact Most enterprises like to keep some record of when and why clients contact themMost enterprises like to keep some record of when and why clients contact them The system may be as a simple as ticking boxes on a form or may involve recording detailed information about a request and the action takenThe system may be as a simple as ticking boxes on a form or may involve recording detailed information about a request and the action taken

31. Recording details of customer contact When taking down client details, it is important that you record the name, address, and phone number of the clientWhen taking down client details, it is important that you record the name, address, and phone number of the client

32. Assessment 5 1.Set up a client contract record similar to the one on the previous slide and complete the record in your workplace over one day 2.Analyse the type of information collected: What are the most common types of contact?What are the most common types of contact? What information was requested?What information was requested? Was the majority of contacts made by existing or new clients?Was the majority of contacts made by existing or new clients?

33. BSBCMN309A Final Assessment

34. Final Assessment Task Design and develop an information folder on all aspects of your enterprise. Include: your company’s mission statement   a description of your company’s business activities   your company’s or department’s products and services   the service your clients expect from your business or department   an organisational chart   your role in the organisation…/2.

35. Final Assessment Task   Other employees’ roles in the organisation   Your company’s marketing plans   your company’s grievance procedures for clients   your company’s grievance procedures for employees   your company’s equal employment opportunity policy

36. End of Unit BSBCMN309A