Assessor Resource

SIRXCOM202
Communicate with customers using technologies

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to frontline service staff and supervisors. It requires the team member to promote technologies to customers and operate these technologies to inform or promote products and services.

This unit describes the performance outcomes, skills and knowledge required to use technologies to communicate with customers according to workplace protocols. It involves correct operation of technologies, development of customer relationships to encourage use of technologies, and contacting customers using technologies such as mobile phone and web applications to inform and promote to customers.

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.

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

Evidence of the following is essential:

adheres to organisational protocols for customer contact using technologies

promotes benefits of communication to relevant customers using technologies

communicates with a range of customers using a range of technologies

obtains and implements feedback on communication procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated retail work environment

range of technologies used by the organisation for customer contact

new and repeat customers

organisational policies and operating guidelines relating to the use of technologies, including protocols for:

collecting and using customer data

nature and frequency of customer contact using different technologies.

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:

observation of performance in the workplace

a role play

customer feedback

answers to questions about specific skills and knowledge

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

Guidance information for assessment

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

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 and interpersonal skills to:

ask questions relating to information and procedures

develop relationships with customers

explain use of technologies to customers

share information

use and interpret non-verbal communication

use language and concepts appropriate to cultural differences

literacy skills to find, read and record information

planning and organising skills to:

collect and collate information

schedule and complete tasks

set and meet timeframes

technology skills to operate communication technologies

Required knowledge

scope of organisation’s sales and services

types of technology and their application to retail industry

workplace procedures relating to:

collection of customer data

customer service

operation of technologies

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 individual, accessibility of the item, and local industry and regional contexts) may also be included.

Organisational information may include:

mission, values and goals of business

product and service details

workplace procedures.

Technologies may include:

mobile phone technologies and programs

web technologies and programs

wireless technologies and programs.

Customer data may include:

name

address

mobile phone number

email address

social networking contact details.

Nature and frequency of customer contactmay include:

limitations on the number of contacts in a given time period

prescribed content of typical messages

prescribed timeframes for contacts

style guide for content of communications.

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
Identify and review organisational information relating to the use of technologies for communicating with customers. 
Identify personal responsibility and limitations in relation to communication with customers using technologies. 
Identify protocols for collecting customer data to facilitate communication using technologies. 
Identify protocols for nature and frequency of customer contact using different types of technologies. 
Identify procedures for operation of technologies and associated applications. 
Test operation of technologies and associated applications and apply protocols in line with nature of customer contact. 
Obtain and apply feedback from relevant staff on operation of technologies. 
Develop relationships with customers to identify scope for communication using technologies. 
Explain benefits of communication using technologies relevant to customers. 
Collect required customer data for communication using technologies. 
Process customer data according to workplace procedures. 
Contact customers using technologies according to workplace procedures. 
Obtain feedback from customers on communication using technologies according to workplace requirements. 
Consider and discuss potential for improvement of customer communications with relevant staff. 
Apply suggested improvements to improve customer communications. 

Forms

Assessment Cover Sheet

SIRXCOM202 - Communicate with customers using technologies
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

SIRXCOM202 - Communicate with customers using technologies

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: