1 explain the use of benchmarks in managing performance
ML11 Manage team performance
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1 compare sources of information on professional development trends and their validity
ML9 Manage personal and professional development
1 explain the characteristics of different business markets
BUS59 Principles of Business
1.1 Explain the concept of the “customer experience
Unit Title: Understand customers and customer retention
1.1 Explain the characteristics of different business markets
Unit Title: Principles of business
1.1 Assess the suitability of a range of techniques for monitoring customer problems
Unit Title: Resolve customers’ problems
1.1 Explain the value of customer service as a competitive tool
Unit Title: Understand the customer service environment
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