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This unit describes the performance outcomes, skills and knowledge required to develop knowledge of products and services in preparation for customer contact in an inbound or outbound customer contact activity.
Knowledge of products and services may be used for customer liaison, presenting information or for the sales process.
This unit applies to individuals in a small, medium or large enterprise across a wide variety of industries and contexts who develop their product and service knowledge prior to undertaking customer contact activities.
This work is undertaken with some supervision and guidance.