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 the provision of a range of effective client services.

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:

clarify needs and expectations of clients or explore alternative ways to satisfy their needs and expectations

deliver services and responses to client requirements by applying company policy and procedures in a timely and effective manner

establish relationships with clients based on the provision of effective client service

explain features and benefits of products and services to clients

identify client needs through the use of interpersonal skills

maintain positive image of self, company and industry by complying with company policies

use effective communication techniques to establish rapport with clients.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards’ requirements.

Resource implications for assessment include access to:

assessment documentation forms and record books

client service manuals and other relevant organisational documentation

products and information used when providing client service

suitable work area or a simulated workplace environment that allows for demonstration of identifying client needs and delivering effective client service.

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.

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

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.

Required skills

customer service skills to:

establish rapport with clients

gain client trust

interpret and meet client needs

listen actively

interpersonal skills to:

negotiate variations in client needs

relate to people from diverse backgrounds

language, literacy and numeracy skills for:

acquiring product knowledge

communicating clearly and concisely, verbally and in writing

providing accurate information on products and services, including pricing

questioning with open and closed questions

sourcing and using information

summarising

planning and organising skills to manage time

problem-solving skills to:

assess client needs

select options to meet client needs

Required knowledge

client confidentiality provisions

client groups, both internal and external

communication equipment procedures, including reporting faults

company standards and procedures, including:

client service standards

codes of conduct

complaints handling procedures

policies and procedures that apply to client services

legislation, regulations, codes of practice and industry advisory standards that apply to providing client service

range of options for company products and services

relevance of client service, good communication and own role in delivering effective client service

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may be either internal or external and include:

people with routine or special requests

people from diverse social and cultural backgrounds

regular and new clients, including:

business enterprises

government agencies

members of the public

suppliers and manufacturers

team members.

Company requirements may include:

code of ethics

company image

legal and organisational policies and guidelines

legislative and regulatory requirements relevant to work or service function, including:

anti-discrimination and equal employment opportunities

codes of conduct

consumer law

environmental law

harassment and other laws specific to local government

occupational health and safety (OHS)

privacy legislation

OHS policies, procedures and programs

personnel practices and guidelines outlining work roles, responsibilities and delegations

quality systems, standards and guidelines

staff appearance and presentation.

Workplace procedures may include:

assignment instructions

instructions from colleagues, supervisor and manager

personal protective equipment (PPE) requirements

reporting and documentation requirements

specific client requirements.

Client contacts may include:

answering telephones

face-to-face interactions

interactions with team members.

Client needs may relate to:

accuracy of information

advice or general information

complaints and suggestions

purchase of products and services

specific requests.

Work groups may include:

colleagues

line managers

supervisors.

Suggestions and complaints may include:

administrative or financial errors

damaged goods

service or delivery errors.

Opportunities to enhance quality of products and services may include procedures for:

allocating appointments

communicating with clients

delivering products and services

responding to complaints or suggestions.

Commitments may be:

individually negotiated

negotiated by team approach.

Uniform may include:

clothes with a company logo or overalls

uniform dependent on climate and seasonal changes.

Information may be:

contained in:

company databases

manufacturer specifications and information

products or services available, including features and benefits

provided verbally

provided in written material, such as product brochures.

Product and service information may include:

features and benefits of products and services

range of products and services available

supplier information.

Communication techniques may include:

active listening

clear and legible writing

giving clients full attention

maintaining eye contact in face-to-face interactions

non-verbal communication, such as:

body language

personal presentation in face-to-face interactions

open and closed questions

verbal communication using:

clear and concise speech

appropriate language and tone of voice.

Communication equipment may include:

email

facsimile

internet and intranet applications

paging equipment

photocopiers

telephones.