Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to monitor and analyse systems and data relating to customer behaviour and relationships; and to plan and implement improvements to systems, processes and strategies to build retail relationships and sustain customer loyalty. It also covers engaging staff in research activities and encouraging staff participation in the selection and implementation of improvements and new strategies.
Application of the Unit
This unit applies to area, store and department managers and team leaders responsible for building the customer base and developing relationships with customers. It is important that the manager engages the staff team and that the team works together to research and introduce processes and strategies that strengthen customer alignment with the brand and increase customers’ purchasing behaviour.
| Mapping |
Notes |
Date |
| Is superseded by SIRXCEG003 - Build customer relationships and loyalty |
• Not Equivalent • Unit updated to meet Standards for Training Packages • Updated title • Competency Field changed to Customer Engagement (CEG) • Significant change to Elements and Performance Criteria to streamline language and better define essential outcomes and performance • Updated knowledge requirements to reflect unit revisions. |
30/Mar/2016 |
Contains the following documents
- New Assessment Criteria and Definitions (in MS Word Format)
- New Evidence Document (in MS Word Format)
- Instructor Workbook/Guide (in MS Word Format)
- Learner Workbook (in MS Word Format)
- Learner Guide (in MS Word Format)
- New Improved Session Plan (in MS Word Format)
- PowerPoint presentation
- Assessment Matrix (Mapping Document)
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