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 | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify needs of clients. | 1.1 Identify particular needs of clients through consultation. 1.2 Provide clients with information about the range of pre-need products and services. 1.3 Locate information from other sources or refer clients to supervisor, where information is not immediately available. |
2. Respond to client needs using sales principles. | 2.1 Match pre-need products or services to client needs. 2.2 Provide information of benefits and features of pre-need product or service to clients. 2.3 Provide options and suggestions for personalising products and services. 2.4 Identify, monitor and respond to client objections. 2.5 Provide information on costs and available financing arrangements. |
3. Finalise the selection of pre-need products and services. | 3.1 Confirm client decision. 3.2 Identify and access relevant documentation and agreements. 3.3 Complete documentation according to workplace policies and procedures. 3.4 Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures. 3.5 Check cash transactions and tender change as required. 3.6 Prepare and issue receipts and relevant documents to clients. 3.7 File and store documentation according to workplace policies and procedures. |
Evidence of the ability to:
interpret client requirements
apply product knowledge to provide options and suggestions to meet client needs
complete financial arrangements according to relevant legislation, including processing cash and non-cash transactions.
Evidence of performance providing advice to two or more different clients is required to demonstrate consistency of performance and ability to respond to different situations.
Demonstrated knowledge of:
communication techniques used in consulting with clients on products and services, including:
active questioning
active listening
negotiation skills
appropriate choice and use of language
non-verbal communication
range, benefits and features of funeral products and services, including support service options, price, materials and differences between products, including:
funeral arrangements
embalming arrangements
cremation arrangements
burial arrangements
coffins or caskets
coffin or casket accessories
burial plots
mausoleum crypts
headstones
grave markers
urns
nameplates
alternative information sources to expand on product knowledge, including:
past and present staff members
relevant industry associations
books, magazines, newspapers and other references
internet
basic principles and techniques for each stage of the sales process
federal, state or territory, and local government legislation, regulations and codes of practice that may impact on the sale of funeral products and services, including:
Australian Consumer Law (ACL)
Funerals (Pre-paid Money) Act
Consumer Credit Code
Privacy Acts
financial institution requirements, including:
finance approval and processing procedures
credit card approval and processing procedures
cheque acceptance procedures
documentation used in completing sales, including:
contracts of sale
invoices
receipts
financing documentation
workplace policies and procedures in relation to sales services, including financing and financial transaction procedures
social, religious and cultural differences and traditions that impact on advising on funeral and burial products and services
professional funeral services industry parameters and protocols when dealing with the bereaved.
Skills must be demonstrated in the workplace or in a simulated environment that is as industry realistic as possible. In a simulated environment, it is essential that assessment is conducted:
using suitable facilities, equipment and resources, including:
an environment where consultations relating to funeral and burial services can be conducted
communication technologies and computers
documentation, including product information and workplace pricing and financing options
under industry conditions where there is:
integration of tasks with possible interruptions to work typical of the job role
speed and timing requirements that reflect commercial operating conditions
interaction with clients with varying requirements and requests
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.