Required skills

access product information

determine initial customer needs

engage customers especially when giving and receiving information

seek assistance as required

literacy skills to read and follow organisation policies and procedures including occupational health and safety OHS access information follow sequenced written instructions and select and follow procedures for a range of tasks

oral communication skillslanguage to fulfil the job role as specified by the institution including questioning techniques active listening and consulting with supervisors

numeracy skills to estimate calculate and record routine workplace measures

use interpersonal skills to work with others and relate to people from a range of cultural social and religious backgrounds and with a range of physical and mental abilities

problemsolving skills to access available resources and prioritise daily tasks

Required knowledge

business values structure products and services of the workplace

common customer requirements in a companion animal setting

companion animals products and services in the workplace

customer service techniques

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

The evidence required to demonstrate competence in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria required skills and knowledge and the range statement of this unit Assessors should ensure that candidates can

represent the organisation in a professional manner

understand and respond to customers requests for information

communicate effectively with customers and staff members

seek assistance from other staff members when an enquiry falls outside ones scope of knowledge or responsibility

The skills and knowledge required to provide information on companion animals products and services must be transferable to a range of work environments and contexts and include the ability to deal with unplanned events

Context of and specific resources for assessment

Assessment of this unit is to be practical in nature and will be most appropriately assessed in a companion animal workplace or in a situation that reproduces normal work conditions Workplaces can include pet shops aquariums boarding kennels or catteries aviaries companion animal training or grooming establishments or veterinary practices

There must be accessto a range of products and types of services as well as relevant information equipment andor resources to enable one to demonstrate competence

Method of assessment

To ensure consistency in ones performance competency should be demonstrated to industry defined standards on more than one occasion over a period of time in order to cover a variety of circumstances and where possible over a number of assessment activities

The assessment strategy must include practical skills assessment Suggested strategies for this unit are

written andor oral assessment of candidates required knowledge

observed documented and firsthand testimonial evidence of candidates application of practical tasks

simulation exercises that reproduce normal work conditions

thirdparty evidence

workplace documentation

portfolio

This unit may be assessed in a holistic way with other units of competency relevant to the industry sector workplace and job role

Guidance information for assessment

Assessment methods should reflect workplace demands eg literacy and numeracy demands and the needs of particular target groups eg people with disabilities Aboriginal and Torres Strait Islander people women people with a language background other than English youth and people from low socioeconomic backgrounds

Interpersonal skills may include:

Customer information needs may relate to:

Personal and professional limitations may include:

Information customers might require may be related to:

Presentation of animals, products and services may include: