Assessor Resource

SFLSOP306A
Provide quality service to floristry customers

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes a key communication and customer service skill for those working within the floristry industry and applies to the full range of industry sectors and environments. The floristry business could be a retail, studio or online floristry business and service provision could be face-to face, via electronic means or over the telephone.

This unit underpins effective performance for all skills involving customer interaction. This unit applies to florists who operate with some level of autonomy or under limited supervision from others. It is undertaken by a diverse range of people such as retail floristry sales personnel, telephone sales agents, e-business sales personnel, studio florists, floral designers, florists involved in corporate or special events and owner-operators of small floristry businesses.

This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the floristry industry. It requires the ability to use appropriate communication techniques, maintain high personal presentation standards, establish rapport with customers, determine and address customer service needs and expectations and deal with complaints.

The related function of proactively selling floristry products to meet the customer's product requirements and special requests is covered in:

SFLSOP307A Sell floristry products

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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

Prerequisites

Nil


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

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

Evidence of the following is essential:

knowledge of communication and customer service principles and their importance in a floristry service context

ability to communicate effectively with a variety of customers including those with special needs,difficult customers or customers with a complaint

ability to provide quality customer service on multiple occasions. To ensure consistency of performance and ability to respond to different circumstances,this should occur over a period of time and cover a range of diverse customer service situations, including the resolution of complaints

completion of service within commercial time constraints so that all customers are served effectively.

Context of and specific resources for assessment

Assessment must ensure:

access to a fully equipped floristry service environment using appropriate telephones, computers, printers, information programs, product publications and software programs currently used in the floristry industry to assist with communication and service provision

interaction with customers to demonstrate the interpersonal communication requirements of the unit

the presence of sufficient customer traffic that allows for prioritisation of tasks.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate providing service to customers

project or work activities that show the candidate's ability to provide quality customer service that meets the requirements of differing industry contexts e.g. service within retail floristry shops, studio environments, telephone sales environments, e-businesses

role-plays about communication situations and the resolution of complaints and misunderstandings

review of simple messages written by the candidate for various situations

review of customer feedback

written and oral questioning or interview to test knowledge of effective communication techniques and personal presentation requirements

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBDES402A Interpret and respond to a design brief

SFLDEC302A Design floristry products

SFLDEC407A Design complex floristry products

SFLDEC409A Coordinate floristry products for a special occasion

SFLDEC511A Style and manage an event

SFLSOP308A Prepare quotations for floristry products

SIRXSLS301A Sell products and services.


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

communication skills including active listening and open and closed questioning to develop rapport and to determine and meet customers' special service requirements

communication skills to select and use appropriate verbal and non-verbal language to respond to different cultural and special service needs

literacy skills to read basic messages, notes, emails and faxes and to locate and understand specific information required by the customer

writing skills to produce basic clear and concise messages, notes, emails and faxes

telephone skills to correctly operate the equipment and to use correct vocal tone, pace and volume

techniques to identify and resolve conflict situations, customer complaints and misunderstandings within scope of responsibility.

Required knowledge

protocol and service rituals of the floristry industry, differing sectors and the organisation in particular

ethics of professional floristry industry behaviour

different customer service and communication expectations especially those with special service needs

the general characteristics of the main social and cultural groups in Australian society and the key aspects that relate to their cultural and religious protocols and preferences for service and communication

stresses faced by customers faced with special circumstances such as death of a relative or organisation of special events such as weddings

the essential features, conventions and use of different types of communication media

the principles of quality customer service and positive communication

promotional services provided by the floristry industry and the organisation in particular

procedures that generally operate within the floristry industry and the organisation in particular for the provision of relay services and dealing with complaints

standards of personal presentation that apply to the floristry industry and the organisation in particular

complaint handling policies and procedures that generally operate within the floristry industry and the organisation in particular.

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.

Communication may be:

verbal

by written format, such as handwritten, electronic e.g. email, or hard copy e.g. letter

by telephone

face-to-face

varied according to the needs of the customer including:

use of appropriate voice tonality and volume

use of languages other than English

use of a family interpreter

use of basic gestures

use of visual aids such as photographs, sketches or product information sheets

formal

informal using abbreviations.

Customers may be:

team members and colleagues in a large internal structure

external customers and clients

business to business customer e.g. retailer to an event co-ordinator

e-business

studio

new

regular

retail

corporate.

Non-verbal communication may involve:

body language

dress and accessories

gestures and mannerisms

use of space

culturally specific communication, customs and practices.

Cultural and social diversity may include:

modes of greeting, farewelling and conversation

body language, including use of body gestures

formality of language.

Medium of communication may be via:

letter

promotional materials such as newsletters

fax

email or other electronic communication

simple written messages, such as writing down the price of display items or telephone messages

face-to-face

telephone

two-way communication systems

standard forms and pro formas

assistive technology, e.g. telephone typewriter (TTY).

Factorsaffecting the selection of appropriate medium may include:

technical and operational features

access of the sender and receiver to necessary equipment

technical skills required to use the medium

required format

degree of formality required

urgency and timeframes.

Protocols and the organisation's procedures may include:

modes of greeting and farewelling

addressing the person by name

required timeframe for addressing and serving customers

required timeframe for response to an enquiry

style manual requirements

use of standard letters

use of pro-formas e.g. tickets, labels, signs and quotations

relationship with relay organisation.

Personal presentation may include:

attire, shoes and accessories

wearing of uniform items within the organisation's policy requirements

complying with organisation's policy for personal presentation

hair and grooming

hands and nails

jewellery

personal hygiene.

Customers with special service needs may include:

people with a disability

people with special cultural or language needs

unaccompanied children or adolescents

parents with young children

pregnant women

aged people.

Customers faced withspecial circumstancesmay include:

people facing the stresses of co-ordinating a special event or special occasions

grieving family members or friends

customers purchasing funeral products that must comply with the procedures of funeral directors, cemeteries or crematoria

people with last-minute special requests.

Promotional servicesmay include:

customer loyalty programs

newsletters

email notification of sales, new product ranges or reminders of forthcoming special occasions such as mother's day and Valentine's day

sale of gift vouchers

discount vouchers.

Customer complaints may relate to:

problems with the service, such as delays or wrong orders

problems with the product

communication barriers or misunderstandings

communication via email or other electronic means, telephone, mail or face-to face contact.

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
Conduct communication with customers in a polite, professional and friendly manner. 
Use language and tone appropriate to a given situation in both written and spoken communication. 
Use appropriate non-verbal communication in all situations. 
Observe and take into consideration non-verbal communication of customers. 
Show sensitivity to cultural and social diversity. 
Use active listening and questioning to facilitate effective two-way communication. 
Select an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved. 
Use communication medium correctly and according to standard protocols and the organisation's procedures. 
Identify appropriate personal presentation in line with the organisation's requirements, work location, impacts on the potential range of customers, and the specific requirements for particular work functions. 
Practice high standards of personal presentation at all times. 
Identify customer service needs and expectations correctly, including customers with special service needs, and provide appropriate level of service to meet their needs. 
Meet all reasonable customer needs and requests within acceptable organisational timeframes. 
Provide relay services to customers and ensure all special requests are met. 
Identify and take all opportunities to enhance service quality. 
Proactively maintain contact with the customer until quotations and orders are complete. 
Develop a rapport with and provide empathy and special assistance to the customer who is faced with special circumstances. 
Promote repeat business by the offer of promotional services. 
Identify potential and existing conflicts and seek solutions in conjunction with parties involved. 
Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and the organisation's procedures. 
Respond to customer complaints positively, sensitively and politely and in consultation with the customer. 
Resolve or refer escalated complaints to the appropriate person according to individual level of responsibility and the organisation's policy and procedures. 
Maintain a positive and cooperative manner at all times in dealing with customers. 

Forms

Assessment Cover Sheet

SFLSOP306A - Provide quality service to floristry customers
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

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Assessor name:

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Assessment Record Sheet

SFLSOP306A - Provide quality service to floristry customers

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

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Student signature:

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