Tutorial 1. Deliver and Monitor a Service to Customers
BSBCUS301A
Topic 1: Identifying your customers
Topic 2: Customer communication
Topic 3: Customers’ needs and wants
Topic 4: Customer service policies and procedures
Topic 5: Delivering a service to customers
Topic 6: Handling customer complaints
Topic 7: Monitoring and reporting on service delivery
Topic 8: Tutorial summary

Tutorial 2. Address Customer Needs
BSBCUS402A
Topic 1: Identifying your customers
Topic 2: Techniques for providing good customer service
Topic 3: Overcoming objections
Topic 4: Customer service policies and procedures
Topic 5: Quality and customer service
Topic 6: Maintaining customer relationships
Topic 7: Negotiating sales
Topic 8: Tracking customer satisfaction
Topic 9: Tutorial summary

Tutorial 3. Exercise Initiative in a Business Environment
BSBCMN301A
Tutorial 3: Exercise Initiative in a Business Environment
Topic 1: Work practices
Topic 2: Your personal work goals
Topic 3: Achieving excellence in business practice
Topic 4: The workplace environment
Topic 5: Techniques for decision making and initiating action
Topic 6: Characteristics of a positive role model
Topic 7: Performance feedback
Topic 8: Confident decision making
Topic 9: Tutorial summary

Tutorial 4. Participate in OHS Process
BSBOHS201A
Topic 1: Identify workplace hazards
Topic 2: Recording and reporting workplace incidents and/or dangerous occurrences
Topic 3: Organising and maintaining workplace safety procedures
Topic 4: Reporting incidents and accidents
Topic 5: Tutorial summary

Tutorial 5. Write Simple Documents
BSBWRT301A
Topic 1: Introduction to business documents
Topic 2: Planning a workplace document
Topic 3: Business writing techniques
Topic 4: Drafting a business document
Topic 5: Reviewing your draft document
Topic 6: Writing the final document
Topic 7: Tutorial summary

Tutorial 6. Design and Produce Business Documents
BSBITU306A
Topic 1: Selecting resources
Topic 2: Designing a document with word
Topic 3: Creating a document
Topic 4: Modifying a document
Topic 5: Formatting a document
Topic 6: Getting Assistance with Word
Topic 7: Producing word processed business documents
Topic 8: Tutorial summary

Tutorial 7. Create Electronic Presentations
BSBITU302A
Topic 1: Using PowerPoint for presentations
Topic 2: Presentations with purpose
Topic 3: Know your audience and your objectives
Topic 4: Creating your presentation
Topic 5: Choose the right tools for the job
Topic 6: Delivering your presentation
Topic 7: Tutorial summary

Tutorial 8. Produce Desktop Published Documents
BSBITU309A
Topic 1: Desktop publishing applications
Topic 2: Desktop publishing principles
Topic 3: The elements and principles of design
Topic 4: Using PagePlus SE for desktop publishing
Topic 5: Type in desktop publishing
Topic 6: Including images in your design
Topic 7: Producing a single page design
Topic 8: Tutorial summary

Tutorial 9. Maintaining Business Resources
BSBADM311A
Topic 1: Essential business resources
Topic 2: Assessing equipment usage
Topic 3: Determining resource requirements
Topic 4: Tutorial summary

Tutorial 10. Recommend Products and Services
BSBPRO301A
Topic 1: Recommending products and services
Topic 2: Responding to customer enquiries
Topic 3: Approaching the customer
Topic 4: Using communication techniques
Topic 5: Converting features to benefits
Topic 6: Responding to customer objections
Topic 7: Maximising promotional opportunities
Topic 8: Tutorial summary

Tutorial 11. Process Customer Complaints
BSBCMM306A
Topic 1: Use complaints to build business
Topic 2: Respond to customer complaints
Topic 3: Conflict resolution skills
Topic 4: Solving problems and contingency planning
Topic 5: Referring complaints
Topic 6: Exercising good judgement
Topic 7: Tutorial summary

Tutorial 12. Support Innovation and Change
BSBCMN312A
Topic 1: Defining innovation and change
Topic 2: Clarify ideas to improve work practices:
Topic 3: Advising on innovative work practices:
Topic 4: Support implementation of new work practices
Topic 5: Working with others to support innovation and change
Topic 6: Tutorial summary