Assessor Resource

AMPR105
Provide service to customers

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the skills and knowledge required to provide service to customers. It also describes the skills and knowledge required to establish and maintain good customer relations. It encompasses the key skills of identifying and satisfying basic customer requirements.

This unit is applicable to workers in meat retail operations.

All training must be conducted according to Australian meat industry standards and regulations.

All work should be carried out to comply with workplace requirements.

This unit applies to individuals who work alongside a supervisor in most situations and exercise limited autonomy.

No occupational licensing, legislative or certification requirements are known to apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element

1. Acknowledge and greet customers

1.1 Politely acknowledge customer on entering the workplace

1.2 Greet customer when first contact is made

1.3 Offer assistance to customer according to workplace requirements

2. Establish customer requirements

2.1 Establish customer requirements by questioning, active listening and clarification of customer comments

2.2 Acknowledge customer needs

2.3 Refer customer to more experienced staff when specialist advice and/or service and products are required

3. Convey a professional image

3.1 Display behaviour when serving customer that maintains established workplace image

4. Take orders courteously and accurately

4.1 Answer telephone according to workplace requirements

4.2 Take orders from customer by phone or face-to-face accurately and according to workplace requirements

4.3 Take orders legibly and in the correct format

4.4 Arrange pick up or delivery time with the customer

4.5 Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs

5. Refer customer complaints

5.1 Acknowledge customer complaints and note issues

5.2 Courteously refer complaints to more senior staff members or managers

6. Receive customer enquiries

6.1 Receive customer enquiries

6.2 Follow up customer enquiries in accordance with workplace requirements

6.3 Inform customer in relation to enquiry

7. Record information from enquiries

7.1 Record information about enquiries to workplace requirements

Evidence must demonstrate the candidate's consistency of performance over time.

The candidate must:

apply communication skills to meet customer needs and enterprise requirements

provide an overview of the range of products and services offered by the enterprise

seek advice or assistance from more experienced team members when necessary

operate telephone system

demonstrate polite and efficient telephone technique

demonstrate suitable behaviour by attending to customer needs promptly and courteously, displaying tact, satisfying customer needs ethically and maintaining professional standards of dress and personal hygiene

arrange pick up or delivery with customer according to enterprise procedures

apply relevant workplace health and safety and regulatory requirements

use mathematical skills appropriate to the task

The candidate must demonstrate a basic functional knowledge of:

how to interact with others in an appropriate way

workplace complaints policies and procedures

workplace requirements related to acknowledging and greeting customers, including enterprise ethical standards

relevant workplace health and safety and regulatory requirements

Competency must be demonstrated over time and under typical operating conditions for the enterprise.

Assessment must occur in the workplace under normal enterprise conditions or in a simulated environment.

The following three forms of assessment must be used:

quiz of underpinning knowledge

demonstration in the workplace or simulated environment

workplace referee or third-party report of performance over time

Assessors must satisfy current standards for RTOs.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element

1. Acknowledge and greet customers

1.1 Politely acknowledge customer on entering the workplace

1.2 Greet customer when first contact is made

1.3 Offer assistance to customer according to workplace requirements

2. Establish customer requirements

2.1 Establish customer requirements by questioning, active listening and clarification of customer comments

2.2 Acknowledge customer needs

2.3 Refer customer to more experienced staff when specialist advice and/or service and products are required

3. Convey a professional image

3.1 Display behaviour when serving customer that maintains established workplace image

4. Take orders courteously and accurately

4.1 Answer telephone according to workplace requirements

4.2 Take orders from customer by phone or face-to-face accurately and according to workplace requirements

4.3 Take orders legibly and in the correct format

4.4 Arrange pick up or delivery time with the customer

4.5 Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs

5. Refer customer complaints

5.1 Acknowledge customer complaints and note issues

5.2 Courteously refer complaints to more senior staff members or managers

6. Receive customer enquiries

6.1 Receive customer enquiries

6.2 Follow up customer enquiries in accordance with workplace requirements

6.3 Inform customer in relation to enquiry

7. Record information from enquiries

7.1 Record information about enquiries to workplace requirements

Evidence must demonstrate the candidate's consistency of performance over time.

The candidate must:

apply communication skills to meet customer needs and enterprise requirements

provide an overview of the range of products and services offered by the enterprise

seek advice or assistance from more experienced team members when necessary

operate telephone system

demonstrate polite and efficient telephone technique

demonstrate suitable behaviour by attending to customer needs promptly and courteously, displaying tact, satisfying customer needs ethically and maintaining professional standards of dress and personal hygiene

arrange pick up or delivery with customer according to enterprise procedures

apply relevant workplace health and safety and regulatory requirements

use mathematical skills appropriate to the task

The candidate must demonstrate a basic functional knowledge of:

how to interact with others in an appropriate way

workplace complaints policies and procedures

workplace requirements related to acknowledging and greeting customers, including enterprise ethical standards

relevant workplace health and safety and regulatory requirements

Competency must be demonstrated over time and under typical operating conditions for the enterprise.

Assessment must occur in the workplace under normal enterprise conditions or in a simulated environment.

The following three forms of assessment must be used:

quiz of underpinning knowledge

demonstration in the workplace or simulated environment

workplace referee or third-party report of performance over time

Assessors must satisfy current standards for RTOs.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Politely acknowledge customer on entering the workplace 
Greet customer when first contact is made 
Offer assistance to customer according to workplace requirements 
Establish customer requirements by questioning, active listening and clarification of customer comments 
Acknowledge customer needs 
Refer customer to more experienced staff when specialist advice and/or service and products are required 
Display behaviour when serving customer that maintains established workplace image 
Answer telephone according to workplace requirements 
Take orders from customer by phone or face-to-face accurately and according to workplace requirements 
Take orders legibly and in the correct format 
Arrange pick up or delivery time with the customer 
Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs 
Acknowledge customer complaints and note issues 
Courteously refer complaints to more senior staff members or managers 
Receive customer enquiries 
Follow up customer enquiries in accordance with workplace requirements 
Inform customer in relation to enquiry 
Record information about enquiries to workplace requirements 
Politely acknowledge customer on entering the workplace 
Greet customer when first contact is made 
Offer assistance to customer according to workplace requirements 
Establish customer requirements by questioning, active listening and clarification of customer comments 
Acknowledge customer needs 
Refer customer to more experienced staff when specialist advice and/or service and products are required 
Display behaviour when serving customer that maintains established workplace image 
Answer telephone according to workplace requirements 
Take orders from customer by phone or face-to-face accurately and according to workplace requirements 
Take orders legibly and in the correct format 
Arrange pick up or delivery time with the customer 
Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs 
Acknowledge customer complaints and note issues 
Courteously refer complaints to more senior staff members or managers 
Receive customer enquiries 
Follow up customer enquiries in accordance with workplace requirements 
Inform customer in relation to enquiry 
Record information about enquiries to workplace requirements 

Forms

Assessment Cover Sheet

AMPR105 - Provide service to customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

AMPR105 - Provide service to customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: