Course Title: Address customer needs

Part A: Course Overview

Program: C4246

Course Title: Address customer needs

Portfolio: BUS

Nominal Hours: 50.0

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code




Learning Mode

Teaching Period(s)


City Campus


650T TAFE Business

Face-to-Face or Internet or Workplace


Bundoora Campus


650T TAFE Business

Face-to-Face or Internet or Workplace


Brunswick Campus


650T TAFE Business

Face-to-Face or Internet or Workplace

Course Contact:

Course Contact Phone: +61 3 9925 5469

Course Contact Email:

Course Description

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed.  The customer relationship would typically involve direct interaction a number of times over an extended period.

This unit is appropriate to workers who are expected to have detailed product knowledge in order to recommend customised solutions.  They would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.

This unit applies to workers required to be familiar with a product and service that varies widely and is capable of significant customisation.

Pre-requisite Courses and Assumed Knowledge and Capabilities

Plan Code C4246GTA

For Plan Code C4246GTA, the unit BSBCUS402B Address customer needs will be co-taught with TAEDEL404A Mentor in the workplace and BSBREL401A Establish networks.  Participants in this program are expected to be currently employed as a Field Officer in a Victorian Group Training Organisation.  The learning and assessment materials for this program are contextualised to the Group Training Organisation environment.

National Competency Codes and Titles

National Element Code & Title:

BSBCUS402B Address customer needs


1. Assist customer to articulate needs

2. Satisfy complex customer needs

3. Manage networks to ensure customer needs are addressed

Learning Outcomes

Overview of Assessment

Assessment will demonstrate the following skills/knowledge:

  • assisting customers to articulate their needs
  • documenting processes used and customer satisfaction with the products/services offered
  • assisting customers to address their needs

Assessment must ensure:

  • access to an actual workplace or simulated environment
  • access to office equipment and resources
  • examples of products/services and promotional strategies