Required skills

research skills to identify interpret and sort relevant information including product supply and inhouse sales costing information and information on competitors selling price

communication skills including active listening and open and closed questioning of colleagues and customers to determine and meet customer preferences and special requirements in order to quote on suitable products and services

literacy skills to read and comprehend the content of documents such as customer files sales notes documents detailing special requests initial job specifications and sometimes unfamiliar and detailed product information documents including supply cost sheets or manuals and inhouse pricing sheets or manuals

writing skills to create customer files and to document sometimes complex customer requirements costings and written quotations including the conditions specifically applicable to the quotation

numeracy skills to calculate all components including labour costs required for the provision of floristry product and services to interpret the supply cost and to calculate markups and or commissions and final sales cost of products to be supplied

Required knowledge

the costs of products and services sold by the organisation or ability to source accurate costs for all components to be included in the quote

selling price of competitors key product range and how it compares with the sale price of products and services provided by the organisation

fees applicable to the floristry industry and the organisation in particular

negotiated cost of supply contractual arrangements and preferred supplier arrangements in place

industry commission and markup procedures appropriate to the specific industry sector and those applied by the organisation

quotation systems and procedures appropriate to the specific industry sector and the particular organisation

formats styles for and inclusions of quotations presented by the floristry industry and the organisation in particular including styles that cater for those with special needs eg presenting information in large print providing photographs or sketches

invoicing inclusions that match the quotation and procedures for issuance

the primary components of consumer protection laws that relate to the provision of quotations These would include the businesss responsibility in relation to nominating and charging cancellation fees and price increases providing refunds inability to supply products as described and substitution of suitable product components

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

Evidence of the following is essential

ability to prepare and provide multiple accurate quotations in response to multiple customer requests These must be prepared over a period of time and cover a diverse range of floristry products and services to ensure consistency of performance and ability to respond to different requirements

knowledge of industry and organisational practices that relate to commissions markups and fees

knowledge of consumer protection laws

completion of quotations within commercial time constraints and deadlines determined by the customer and the organisation

Context of and specific resources for assessment

Assessment must ensure

access to a fully equipped office or sales environment using appropriate computers printers information programs publications and software programs currently used in the floristry industry to assist the quotations function

use of relevant and current product information to support the quotation process eg brochures price lists and product sales manuals

use of a full range of operational documentation eg details of supplier contracts customer files and invoices

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

evaluation of integrated project or work activities completed by the candidate including sourcing information on products selling and designing products

evaluation of a diverse range of quotations prepared by the candidate including those of differing complexities

project or work activities that show the candidates ability to prepare quotations covering the requirements of differing industry contexts eg quotations for retail floristry shops studio environments telephone sales environments ebusinesses

case studies to assess ability to provide accurate quotations in response to particular customer requests or for a series of customer files

written and oral questioning or interview to test knowledge of the formats for and inclusions of quotations and the consumer protection regulations that would apply

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

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

BSBDESA Interpret and respond to a design brief

BSBDES402A Interpret and respond to a design brief

SFLSOPA Provide quality service to floristry customers

SFLSOP306A Provide quality service to floristry customers

SFLSOPA Sell floristry products

SFLSOP307A Sell floristry products.

Customer may be:

Information supplied may include:

Records may be:

Product and costing information may include:

Quotation:

Special fees and charges may include:

Some examples of products and services included in quotations are:

Conditions and limitations of the quotation (initial and subsequent) may include: