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Elements and Performance Criteria

1. Acknowledge and greet customers
   • Politely acknowledge customer on entering the workplace
   • Greet customer when first contact is made
   • Offer assistance to customer according to workplace requirements
2. Establish customer requirements
   • Establish customer requirements by questioning, active listening and clarification of customer comments
   • Acknowledge customer needs
   • Refer customer to more experienced staff when specialist advice and/or service and products are required
3. Convey a professional image
   • Display behaviour when serving customer that maintains established workplace image
4. Take orders courteously and accurately
   • Answer telephone according to workplace requirements
   • Take orders from customer by phone or face-to-face accurately and according to workplace requirements
   • Take orders legibly and in the correct format
   • Arrange pick up or delivery time with the customer
   • Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs
5. Refer customer complaints
   • Acknowledge customer complaints and note issues
   • Courteously refer complaints to more senior staff members or managers
6. Receive customer enquiries
   • Receive customer enquiries
   • Follow up customer enquiries in accordance with workplace requirements
   • Inform customer in relation to enquiry
7. Record information from enquiries
   • Record information about enquiries to workplace requirements
8. Acknowledge and greet customers
   • Politely acknowledge customer on entering the workplace
   • Greet customer when first contact is made
   • Offer assistance to customer according to workplace requirements
9. Establish customer requirements
   • Establish customer requirements by questioning, active listening and clarification of customer comments
   • Acknowledge customer needs
   • Refer customer to more experienced staff when specialist advice and/or service and products are required
10. Convey a professional image
    • Display behaviour when serving customer that maintains established workplace image
11. Take orders courteously and accurately
    • Answer telephone according to workplace requirements
    • Take orders from customer by phone or face-to-face accurately and according to workplace requirements
    • Take orders legibly and in the correct format
    • Arrange pick up or delivery time with the customer
    • Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs
12. Refer customer complaints
    • Acknowledge customer complaints and note issues
    • Courteously refer complaints to more senior staff members or managers
13. Receive customer enquiries
    • Receive customer enquiries
    • Follow up customer enquiries in accordance with workplace requirements
    • Inform customer in relation to enquiry
14. Record information from enquiries
    • Record information about enquiries to workplace requirements

Range Statement

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Performance Evidence

Evidence must demonstrate the candidate's consistency of performance over time.

The candidate must:

apply communication skills to meet customer needs and enterprise requirements

provide an overview of the range of products and services offered by the enterprise

seek advice or assistance from more experienced team members when necessary

operate telephone system

demonstrate polite and efficient telephone technique

demonstrate suitable behaviour by attending to customer needs promptly and courteously, displaying tact, satisfying customer needs ethically and maintaining professional standards of dress and personal hygiene

arrange pick up or delivery with customer according to enterprise procedures

apply relevant workplace health and safety and regulatory requirements

use mathematical skills appropriate to the task

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Knowledge Evidence

The candidate must demonstrate a basic functional knowledge of:

how to interact with others in an appropriate way

workplace complaints policies and procedures

workplace requirements related to acknowledging and greeting customers, including enterprise ethical standards

relevant workplace health and safety and regulatory requirements

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