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.
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions. |
1. | Identify customer needs and expectations. | 1.1. | Customer preferences, needs and expectations are identified and clarified. |
1.2. | Customer special requirements are identified and where appropriate referred to specialist staff in the organisation. |
| | 1.3. | Communication techniques appropriate to relationship and purpose of interaction are used. |
| | 1.4. | Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people. |
2. | Respond to identified customer needs and expectations. | 2.1. | Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements. |
2.2. | Customer is provided with options and alternatives where appropriate. |
| | 2.3. | Features and benefits of relevant products and services are explained to customers. |
| | 2.4. | Information on special promotions for products and services is provided to customer. |
| | 2.5. | Feedback is sought from customer whether needs and, where practical, expectations have been satisfied. |
A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.
The person must also clarify and meet customer needs and expectations in the property industry by responding to the following two different customer service situations:
a single encounter on a one-to-one basis with one internal customer
two or more encounters on a one-to-one basis with one external customer.
In doing the above, the person must:
identify needs and expectations of each customer
deliver a service to both customers in required timeframes
apply knowledge of organisational practices, ethical standards, and legislative requirements associated with meeting customer needs and expectations
locate, interpret and apply relevant product and service information
recommend acceptable options or alternatives to customers, or explain to customers why their needs cannot be met
use communication strategies suited to the customer and service situation.
A person demonstrating competency in this unit must demonstrate knowledge of:
communication strategies to use when establishing and maintaining customer relationships
organisation’s product and service range, sufficient to make choices between different products and services based on identified customer needs and expectations
key requirements of federal, state or territory legislation, codes, standards and local government regulations relating to:
anti-discrimination
consumer protection
environmental issues
financial probity
work health and safety (WHS)
property sales, leasing and management.
The following must be present and available to learners during assessment activities:
equipment:
computer system with internet access and printer
specifications:
organisational policies and procedures for interacting and communicating with customers
details of services offered by organisation
relevant legislation, codes, standards and local government regulations relating to organisation’s products and services
relationship with team members and supervisor:
member of a work team in a property industry context under supervision of the manager or a workplace principal.
Assessor requirements
As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.