Required skills

customer service skills to

establish rapport with clients

gain clients trust

identify client expectations

interpersonal skills to relate to people from a range of backgrounds

language literacy and numeracy skills to

communicate clearly and concisely verbally and in writing

perform mathematical calculations required for

planning and allocating resources data sheets

preparing quotations for cost of services

preparing quotations for service variations

prepare concise and accurate written quotations and associated business correspondence

read existing contracts and site plans

request advice or further information

seek and receive feedback

source organise and record information

planning and organising skills to manage time

problemsolving skills to manage alterations to services

selfmanagement skills to work alone and in a team

Required knowledge

consumer protection issues relevant to cleaning operations and fair trading and trade practices requirements

contractual requirements including variation requests

company management structure and procedures including

client records

emergency response and evacuation procedures

environmental protection procedures

OHS procedures

purchasing policy and processes

quality systems

reporting procedures

legislation regulations codes of practice and industry advisory standards that apply to providing quotations for cleaning services including OHS legislation and its budgetary implications

mathematical methods for calculating costs taxes and profit margins

product and services knowledge including

effective and compatible cleaning methods for various surface types

chemicals and their uses

cleaning equipment and its uses

work order specifications

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

This unit of competency could be assessed by observing practical demonstrations of providing quotations for cleaning services involving at least two different work site environments

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

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit

In particular the person should demonstrate the ability to

assess clients service requirements

determine resource implications of particular cleaning methods being proposed

assess equipment chemical and consumable requirements of work order

calculate costs of providing services

comply with company and legislative requirements

implement company policies and procedures for preparation of quotation

present service offer costing and conditions

achieve outcomes in relation to customer service and company requirements for preparing and presenting quotations

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an offsite context It is to comply with relevant regulatory or Australian standards requirements

Resource implications for assessment include access to

company policy documents and procedures for preparing and documenting quotations

relevant databases and information sources

plain English version of relevant procedures

work order instructions work plans and schedules

assessment instruments including personal planner and assessment record book

Method of assessment

Assessment methods must

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Assessment processes and techniques should as far as is practical take into account the language literacy and numeracy capacity of the candidate in relation to the competency being assessed

This unit could be assessed on its own or in combination with other units relevant to the job function

Client records may include:

Company requirements may include:

Conditions and limitations of quotations may include:

Legislative requirements may include:

Appropriate persons may include:

Variation requests may occur due to: