Assessor Resource

MTMR305C
Meet customer needs

Assessment tool

Version 1.0
Issue Date: April 2024


This unit is applicable to meat retailing enterprises.

This unit covers the skills and knowledge required to identify customer needs, and to use diverse sales techniques to satisfy these needs and promote the products and services of the enterprise.

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

Prerequisites

MTMR106C

Provide service to customers

Employability Skills

This unit contains employability skills.



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 provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

The meat industry has specific and clear requirements for evidence. A minimum of three forms of evidence is required to demonstrate competency in the meat industry. This is specifically designed to provide evidence that covers the demonstration in the workplace of all aspects of competency over time.

These requirements are in addition to the requirements for valid, current, authentic and sufficient evidence.

Three forms of evidence means three different kinds of evidence - not three pieces of the same kind. In practice it will mean that most of the unit is covered twice. This increases the legitimacy of the evidence.

All assessment must be conducted against Australian meat industry standards and regulations.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

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

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.

Context of, and specific resources for assessment

Assessment must occur in the workplace under normal production conditions.

Method of assessment

Recommended methods of assessment include:

quiz of underpinning knowledge

workplace project

workplace referee or third-party report of performance over time.

Assessment practices should take into account any relevant language or cultural issues related to Aboriginality or Torres Strait Islander, gender, or language backgrounds other than English. Language and literacy demands of the assessment task should not be higher than those of the work role.

Guidance information for assessment

A current list of resources for this unit of competency is available from MINTRAC www.mintrac.com.au or telephone 1800 817 462.

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.

Required skills

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 Occupational Health and Safety (OH&S), regulatory and workplace requirements

Required knowledge

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 OH&S, regulatory and workplace requirements

sources of information to further meet customer needs

products and explain how they may be cooked and served

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Cooking requirements may include:

composition of meat

Heart Foundation approved cuts

nutrition

recommended cooking methods

sauces and accompaniments.

Range of catering needs may include:

carving

cooking

meat preparation

menus or recipes

new lines

portion requirements

presentation.

Communication skills may include:

interacting with people from a range of cultural, social and ethnic backgrounds and with colleagues, superiors, customers, clients and external parties

speaking clearly and directly

the use of communications technology

own work and the wider work area

reading and interpreting workplace-documentation.

Mathematical skills and tasks relate to own work and work area problem-solving and monitoring, and may include:

estimating and calculating

the use of calculations and computer software packages

the use of familiar and unfamiliar complex formulas

product formulations and specifications

interpreting and drawing conclusions from a range of simple and complex mathematical tables, charts, bar graphs and pie charts

require monitoring, adjusting and calibrating of formulas, specifications, outputs and equipment

synthesis and analysis of mathematical information from more than one source.

Explanations may:

be presented orally, in writing using standard formats or using a range of communications technology and media

include information from several sources

present information in diagrammatic, tabular, graphic or pictorial formats

require summaries of information for presentation to work colleagues

use workplace, mathematical and technical language.

OH&S requirements may include:

enterprise OH&S policies, procedures and programs

OH&S legal requirements

Personal Protective Equipment (PPE) which may include:

coats and aprons

head-wear

uniforms

work, safety or waterproof footwear

requirements set out in standards and codes of practice.

Regulatory requirements may include:

Export Control Act

federal, state and territory regulations regarding meat processing and food handling

hygiene and sanitation requirements

relevant Australian Standards.

Workplace requirements may include:

enterprise-specific procedures and ethical standards

Standard Operating Procedures (SOPs)

work instructions.

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
Customer is accurately and courteously advised on products and services which are relevant to customer requirements. 
Information is provided on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate. 
Customer is offered alternative products or services, or advice on how to obtain same when requested item is not available. 
Range of products and services is discussed with customer, which allows for informed decision making by the customer. 
Products or services are recommended to meet customer needs. 
Products or services are sold in accordance with customer's budget, preferred products and their availability. 
Complaints and grievances are dealt with courteously and efficiently to the satisfaction of the customer. 
Customer complaints referred from other staff are dealt with according to workplace requirements. 

Forms

Assessment Cover Sheet

MTMR305C - Meet customer needs
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

MTMR305C - Meet customer needs

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: