Assessor Resource

BSBCMN209A
Provide information to clients

Assessment tool

Version 1.0
Issue Date: April 2024


Not applicable.

This unit covers the skills and knowledge required to greet clients and determine their needs in accordance with the organisation's requirements.

This unit is related to BSBCMN309A Recommend products and services.

This unit covers the skills and knowledge required to greet clients and determine their needs in accordance with the organisation's requirements.

This unit is related to BSBCMN309A Recommend products and services.

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

Prerequisites

Not applicable.

Employability Skills

Not applicable.



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.

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.

Critical Aspects of Evidence

Application of organisational requirements for responding to client enquiries and promoting products and services

Visitors or telephone enquiries are greeted promptly and politely

Correct and current information about the organisation's products and services is provided

Underpinning Knowledge*

* At this level the learner must demonstrate basic operational knowledge in a moderate range of areas.

The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

Understanding of organisation's business values, structure, products and services

Types of resources available within the organisation and how to access them

Organisational policies and procedures relating to client service

Organisational structure and role of the members of the organisation

Techniques of oral and written communication

Telephone techniques

Underpinning Skills

Questioning and active listening skills to identify client requests

Communication skills for conveying meaning clearly, concisely and coherently

Client service skills in relation to giving and receiving information

Problem solving skills to deal with client enquiries or complaints

Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Context/s of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting, analysing and organising information (Level 1) - to monitor and report on client services

Communicating ideas and information (Level 1) - with clients on products and services

Planning and organising activities (Level 1) - to meet client needs

Working with teams and others (Level 1) - in completing scheduled tasks

Using mathematical ideas and techniques (Level 1) - to respond to client enquiry

Solving problems (Level 1) - to respond to client enquiries or complaints

Using technology (Level 1) - to complete allocated tasks

Please refer to the Assessment Guidelines for advice on how to use the Key Competencies

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.

Critical Aspects of Evidence

Application of organisational requirements for responding to client enquiries and promoting products and services

Visitors or telephone enquiries are greeted promptly and politely

Correct and current information about the organisation's products and services is provided

Underpinning Knowledge*

* At this level the learner must demonstrate basic operational knowledge in a moderate range of areas.

The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

Understanding of organisation's business values, structure, products and services

Types of resources available within the organisation and how to access them

Organisational policies and procedures relating to client service

Organisational structure and role of the members of the organisation

Techniques of oral and written communication

Telephone techniques

Underpinning Skills

Questioning and active listening skills to identify client requests

Communication skills for conveying meaning clearly, concisely and coherently

Client service skills in relation to giving and receiving information

Problem solving skills to deal with client enquiries or complaints

Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Context/s of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting, analysing and organising information (Level 1) - to monitor and report on client services

Communicating ideas and information (Level 1) - with clients on products and services

Planning and organising activities (Level 1) - to meet client needs

Working with teams and others (Level 1) - in completing scheduled tasks

Using mathematical ideas and techniques (Level 1) - to respond to client enquiry

Solving problems (Level 1) - to respond to client enquiries or complaints

Using technology (Level 1) - to complete allocated tasks

Please refer to the Assessment Guidelines for advice on how to use the Key Competencies

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.

Not applicable.

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Clients may be:

internal or external

other agencies

individual members of the organisation

individual members of the public

Organisational requirements may be included in:

goals, objectives, plans, systems and processes

business plans

Occupational Health and Safety policies, procedures and programs

legal and organisation policy/guidelines and requirements

access and equity principles and practice

quality and continuous improvement processes and standards

job description

defined resource parameters

Interpersonal skills may include:

using appropriate body language

summarising and paraphrasing to check understanding of client's message

providing an opportunity for the client to confirm their request

questioning to clarify and confirm the client's needs

listening actively to what the client is communicating

Sensitivity may include

respect for diversity

understanding how other people feel

Responding to enquiries may include:

arranging appointments

information about products or services

general information

referrals to other colleagues/departments

clarifying or resolving problems

Enquiries may be made through:

face-to-face, email, fax, telephone

Nominated persons may include:

those who have the relevant knowledge and authority to exercise the responsibility

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Clients may be:

internal or external

other agencies

individual members of the organisation

individual members of the public

Organisational requirements may be included in:

goals, objectives, plans, systems and processes

business plans

Occupational Health and Safety policies, procedures and programs

legal and organisation policy/guidelines and requirements

access and equity principles and practice

quality and continuous improvement processes and standards

job description

defined resource parameters

Interpersonal skills may include:

using appropriate body language

summarising and paraphrasing to check understanding of client's message

providing an opportunity for the client to confirm their request

questioning to clarify and confirm the client's needs

listening actively to what the client is communicating

Sensitivity may include

respect for diversity

understanding how other people feel

Responding to enquiries may include:

arranging appointments

information about products or services

general information

referrals to other colleagues/departments

clarifying or resolving problems

Enquiries may be made through:

face-to-face, email, fax, telephone

Nominated persons may include:

those who have the relevant knowledge and authority to exercise the responsibility
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
Communication with clients is conducted in a professional and courteous manner according to organisational requirements 
Personal dress and presentation is maintained in line with organisational requirements 
Appropriate interpersonal skills are used to facilitate accurate and relevant exchange of information 
All work reflects sensitivity to client's specific needs and any cultural, family and individual differences 
Client enquirie s are responded to promptly and politely and in accordance with organisational requirements 
Appropriate questioning and active listening are used to determine client needs 
Telephone calls are answered and made in accordance with organisational requirements 
Information relevant to client needs is provided in line with organisational requirements 
Enquiries outside area of responsibility/knowledge are referred to nominated person/s for resolution 
Additional information or follow-up action is completed in line with client needs and organisational timelines 

Forms

Assessment Cover Sheet

BSBCMN209A - Provide information to clients
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

BSBCMN209A - Provide information to clients

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: