SIRXMKT002 — Use social media to engage customers
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What an assessment for SIRXMKT002 must cover
94 assessable components: 4 elements (19 performance criteria), 14 performance evidence and 58 knowledge evidence requirements, plus 3 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Prepare to use social media.
- 1.1Review organisational social media requirements and policies and procedures.
- 1.2Research various social media platforms, and identify and compare their audience, functionality and reach.
- 1.3Research emerging trends in social media platform use.
- 1.4Select social media platforms that meet brand needs and reach target customer.
- 1.5Source information and content from internal and external sources for use on social media platforms
- 1.6Develop content in line with target audience, brand cultures and social media requirements as required.
- 1.7Source or create a social media calendar.
2 Use social media to enhance customer engagement.
- 2.1Create opportunities to attract and promote user-generated content.
- 2.2Respond to customers in a timely manner, directing them to relevant information as required.
- 2.3Identify potential brand damage, and take action to prevent escalation.
- 2.4Promptly respond to customer complaints and issues according to social media policies and procedures.
- 2.5Adhere to legal and ethical practices for social media use.
3 Promote products and services.
- 3.1Identify social media marketing opportunities and curate and post content to promote products and services.
- 3.2Use social media to promote special offers, events and promotions as required.
- 3.3Post content according to social media policies and procedures.
4 Review social media use.
- 4.1Track social media activity using monitoring tools.
- 4.2Identify opportunities to improve customer experience, and recommend to relevant personnel.
- 4.3Update the look and feel of the social media account to maximise effectiveness.
- 4.4Report on social media engagement and reach to relevant personnel.
Performance evidence
- Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
- research four social media platforms and select two platforms for use, appropriate to business needs and target customer
- use the above two social media platforms to engage the customer by:
- curating and posting written and visual content appropriate to the target customer
- promote one organisational marketing activity
- respond to two of the following types of customer social media posts:
- customer reviews
- user generated content
- questions
- complaints
- troll
- review effectiveness of social media platform across a one month period by:
- reporting on social media activity
- making at least one recommendation for continuous improvement of social media use.
Knowledge evidence
- Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
- organisational policies and procedures for social media use
- rules and regulations and terms of use of specific social media platforms:
- privacy
- spamming
- copyright
- creative commons
- social media trends:
- trending platforms
- consumer behaviour
- trending content
- various social media platforms:
- demographic of primary users
- key features and uses
- integration into business activity
- useability
- privacy and security features
- costs
- legal and ethical practices for use of social media:
- responsible use of platforms
- responsible marketing practices
- fair competition guidelines
- duty of care
- bullying and harassment policy
- types of social media users and their impacts:
- troll
- angry customer
- misguided customer
- unhappy customer
- complimentary customers
- brand advocates
- techniques for:
- marketing the business using social media platforms:
- promoting products
- promoting special events
- creating brand awareness
- responding to customer posts on social media:
- customer reviews
- user generated content
- questions
- complaints
- troll
- social media tools, and their use, for:
- monitoring
- scheduling social media content
- capturing engagement and reach data
- commercial impact of social media platform both favourable and unfavourable:
- importance of consumer reviews and user generated content
- value of building a community of advocates on a social media platform
- types of crisis issues or conflicts that can arise on social media locally, nationally and internationally
- sources and types of social media content:
- product information
- images and photos
- links to other websites
- videos
- text and graphics
- current trends
- Internet.
Foundation skills
- Reading: interpret technical terminology relevant to the use of social media platforms.
- Writing: use correct spelling and grammar in social media posts.
- Technology: upload images, text files, PDF files, audio files, video files and link associated files; import and export software functions; conduct online research for appropriate content; compare social media platform functionality.
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing SIRXMKT002
What does an assessment tool for SIRXMKT002 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SIRXMKT002 needs to address all 94 unit components: 4 elements with 19 performance criteria, 14 performance evidence requirements, 58 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.
How does Auditori generate an assessment tool for SIRXMKT002?
Auditori pulls the current release of SIRXMKT002 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.
Is the first assessment tool really free?
Yes. Every new account includes one free credit — enough to generate the complete assessment tool for SIRXMKT002 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing SIRXMKT002 assessment instead of generating a new one?
Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of SIRXMKT002, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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