Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AHCWRK208 Mapping and Delivery Guide
Provide information on products and services

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency AHCWRK208 - Provide information on products and services
Description
Employability Skills
Learning Outcomes and Application This unit of competency describes the skills and knowledge required to provide information on products and services in a range of settings.This unit applies to individuals who work under general supervision and exercise limited autonomy with some accountability for their own work.No occupational licensing, legislative or certification requirements are known to apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessors must satisfy current standards for RTOs.

Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Identify information requirements
  • Use appropriate interpersonal skills identify customer's information needs
  • Handle customer enquiries courteously and promptly
  • Update knowledge and understanding of products and services via authoritative sources and appropriate personnel
  • Identify personal and professional limitations in addressing customer information needs and seek assistance from appropriate personnel when required
  • Follow enterprise work health and safety policies
       
Element: Provide information
  • Provide information that addresses customer requirements to customers in a timely and professional manner
  • Exhibit product and services that may meet customer requirements to customer as required
  • Refer enquiries that fall outside own areas of responsibility and knowledge within enterprise for follow up and completion
       


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.

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify information requirements

1.1 Use appropriate interpersonal skills identify customer's information needs

1.2 Handle customer enquiries courteously and promptly

1.3 Update knowledge and understanding of products and services via authoritative sources and appropriate personnel

1.4 Identify personal and professional limitations in addressing customer information needs and seek assistance from appropriate personnel when required

1.5 Follow enterprise work health and safety policies

2. Provide information

2.1 Provide information that addresses customer requirements to customers in a timely and professional manner

2.2 Exhibit product and services that may meet customer requirements to customer as required

2.3 Refer enquiries that fall outside own areas of responsibility and knowledge within enterprise for follow up and completion

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

respond to customer requests for information

use questioning to identify customer requirements

refer or seek advice from supervisor when required

engage customer, especially in relation to giving and receiving information

assess initial customer needs

access and research product information

seek assistance as required

recommend products

encourage repeat business

use industry standard terminology.

The candidate must demonstrate knowledge of:

customer service techniques

how to effectively engage and communicate with a range of customers

customer requirements in various rural and horticultural settings

the enterprise’s business values, structure, products and services

work health and safety in the context of own work.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify information requirements

1.1 Use appropriate interpersonal skills identify customer's information needs

1.2 Handle customer enquiries courteously and promptly

1.3 Update knowledge and understanding of products and services via authoritative sources and appropriate personnel

1.4 Identify personal and professional limitations in addressing customer information needs and seek assistance from appropriate personnel when required

1.5 Follow enterprise work health and safety policies

2. Provide information

2.1 Provide information that addresses customer requirements to customers in a timely and professional manner

2.2 Exhibit product and services that may meet customer requirements to customer as required

2.3 Refer enquiries that fall outside own areas of responsibility and knowledge within enterprise for follow up and completion

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
Use appropriate interpersonal skills identify customer's information needs 
Handle customer enquiries courteously and promptly 
Update knowledge and understanding of products and services via authoritative sources and appropriate personnel 
Identify personal and professional limitations in addressing customer information needs and seek assistance from appropriate personnel when required 
Follow enterprise work health and safety policies 
Provide information that addresses customer requirements to customers in a timely and professional manner 
Exhibit product and services that may meet customer requirements to customer as required 
Refer enquiries that fall outside own areas of responsibility and knowledge within enterprise for follow up and completion 

Forms

Assessment Cover Sheet

AHCWRK208 - Provide information on products and services
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

AHCWRK208 - Provide information on products and services

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: