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.