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

AHCWRK208A Mapping and Delivery Guide
Provide information on products and services

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency AHCWRK208A - Provide information on products and services
Description This unit covers the process of providing information on products and services in a range of rural merchandising settings and defines the standard required to: respond to client requests for information; use questioning to identify customer requirements; refer or seek advice from supervisors and appropriate personnel; represent the enterprise in a professional manner when dealing with customers.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to working under supervision, within enterprise guidelines.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
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
  • Appropriate interpersonal skills are used to accurately identify customer's information needs.
  • Initial customer enquiries are handled courteously and promptly in accordance with enterprise and industry requirements.
  • Knowledge and understanding of products and services are actively updated via authoritative sources and appropriate personnel.
  • Personal and professional limitations in addressing customer information needs are identified, and assistance is sought from appropriate personnel when required.
       
Element: Provide information
  • Information that addresses customer requirements is provided to customers in a timely and professional manner.
  • Product and services that may meet customer requirements are appropriately exhibited to customer as required.
  • Enquiries that fall outside own areas of responsibility/knowledge are appropriately referred 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.

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 competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:

respond to client requests for information

use questioning to identify customer requirements

refer or seek advice from supervisors and appropriate personnel

represent the enterprise in a professional manner when dealing with customers.

Context of and specific resources for assessment

Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.


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.

Required skills

engage customer, especially in relation to giving and receiving information

handle equipment and small machinery

relate to people from a range of social, cultural and ethnic backgrounds, and of varying physical and mental abilities

assess initial customer needs

calculate quantities and prices

access and research product information

seek assistance as required

recommend products

encourage repeat business

use literacy skills to follow sequenced written instructions and record information accurately and legibly

use oral communication skills/language competence to fulfil the job role as specified by the organisation including questioning, active listening, asking for clarification and seeking advice from supervisor

use numeracy skills to estimate, calculate and record routine workplace measures

use interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities.

Required knowledge

customer service techniques

how to effectively engage and communicate with a range of customers from culturally diverse backgrounds, and of varying physical and mental abilities

legal requirements in sales environments, particularly Fair Trading, Trade Practices and Sale of Goods legislation, and public liability

customer requirements in various rural and horticultural settings

enterprises business values, structure, products and services

basic working knowledge of products and services.

The range statement relates to the unit of competency as a whole.

Information may include:

specific needs for a range of products and services available.

Services may include:

specific needs of customer depending on job requirements and specifications or the need for specialised or technical assistance.

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
Appropriate interpersonal skills are used to accurately identify customer's information needs. 
Initial customer enquiries are handled courteously and promptly in accordance with enterprise and industry requirements. 
Knowledge and understanding of products and services are actively updated via authoritative sources and appropriate personnel. 
Personal and professional limitations in addressing customer information needs are identified, and assistance is sought from appropriate personnel when required. 
Information that addresses customer requirements is provided to customers in a timely and professional manner. 
Product and services that may meet customer requirements are appropriately exhibited to customer as required. 
Enquiries that fall outside own areas of responsibility/knowledge are appropriately referred within enterprise for follow up and completion. 

Forms

Assessment Cover Sheet

AHCWRK208A - 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

AHCWRK208A - 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: