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. Provide information on products and services | 1.1 Advise customer accurately and courteously on products and services which are relevant to customer requirements 1.2 Provide information on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate 1.3 Offer customer alternative products or services, or advice on how to obtain same when requested item is not available |
2. Satisfy customer needs | 2.1 Discuss range of products and services with customer, which allows for informed decision making by the customer 2.2 Recommend products or services to meet customer needs 2.3 Sell products or services in accordance with customer's budget, preferred products and their availability |
3. Deal with customer complaints | 3.1 Deal with complaints and grievances courteously and efficiently to the satisfaction of the customer 3.2 Deal with customer complaints referred from other staff according to workplace requirements |
Evidence must demonstrate the candidate's consistency of performance over time.
The candidate must demonstrate the ability to:
apply communication skills appropriate to the task
apply mathematical skills appropriate to the task
demonstrate a variety of sales techniques
explain different methods of cooking, times of cooking, accompanying condiments and presentation of the cooked product
provide accurate advice in a courteous manner to customers on the use of products and services
provide advice on cooking meat products as required
provide clear descriptions and advice to customers, demonstrating use of appropriate language and showing sensitivity to cultural differences
suit advice to customer needs
demonstrate awareness of cultural and ethnic differences and respond appropriately
handle information from external clients with discretion and confidentiality
refer customers to a more experienced team member if unable to meet their needs
demonstrate effective interpersonal skills in providing advice to customers and when handling complaints
work with team members
apply relevant workplace health and safety, regulatory and workplace requirements
The candidate must demonstrate a factual, technical, procedural and theoretical knowledge of:
catering needs, new lines, menus or recipes, portion requirements, cooking, carving and meat presentation
products and services to suit customer needs
methods of cooking, times of cooking, accompanying condiments and presentation of the cooked product
enterprise ethical and customer service standards
relevant workplace health and safety, regulatory and workplace requirements
sources of information to further meet customer needs
products and explain how they may be cooked and served
Competency must be demonstrated over time and under typical operating conditions for the enterprise.
Assessment must occur in the workplace under normal production conditions. Where the candidate does not interact with customers in their usual place of work, they must undertake alternative work placement or simulated work experience to meet the requirements of this unit.
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.