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

CPPDSM3010 Mapping and Delivery Guide
Meet customer needs and expectations in the property industry

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPDSM3010 - Meet customer needs and expectations in the property industry
Description
Employability Skills
Learning Outcomes and Application This unit of competency specifies the outcomes required to identify, clarify and meet customer needs and expectations in the property industry in a single encounter or multiple encounters on a one-to-one basis with a customer.The unit supports work situations involving a direct relationship with internal and external customers. It applies to those in the property industry involved in identifying and clarifying customer needs and expectations, exploring alternative ways of satisfying them, and selecting appropriate products or services to meet them.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

The following must be present and available to learners during assessment activities:

equipment:

computer system with internet access and printer

specifications:

organisational policies and procedures for interacting and communicating with customers

details of services offered by organisation

relevant legislation, codes, standards and local government regulations relating to organisation’s products and services

relationship with team members and supervisor:

member of a work team in a property industry context under supervision of the manager or a workplace principal.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
Prerequisites/co-requisites
Competency Field Strata community management
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 customer needs and expectations.
  • Customer preferences, needs and expectations are identified and clarified.
  • Customer special requirements are identified and where appropriate referred to specialist staff in the organisation.
  • Communication techniques appropriate to relationship and purpose of interaction are used.
  • Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people.
       
Element: Respond to identified customer needs and expectations.
  • Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements.
  • Customer is provided with options and alternatives where appropriate.
  • Features and benefits of relevant products and services are explained to customers.
  • Information on special promotions for products and services is provided to customer.
  • Feedback is sought from customer whether needs and, where practical, expectations have been satisfied.
       


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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify customer needs and expectations.

1.1.

Customer preferences, needs and expectations are identified and clarified.

1.2.

Customer special requirements are identified and where appropriate referred to specialist staff in the organisation.

1.3.

Communication techniques appropriate to relationship and purpose of interaction are used.

1.4.

Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people.

2.

Respond to identified customer needs and expectations.

2.1.

Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements.

2.2.

Customer is provided with options and alternatives where appropriate.

2.3.

Features and benefits of relevant products and services are explained to customers.

2.4.

Information on special promotions for products and services is provided to customer.

2.5.

Feedback is sought from customer whether needs and, where practical, expectations have been satisfied.

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also clarify and meet customer needs and expectations in the property industry by responding to the following two different customer service situations:

a single encounter on a one-to-one basis with one internal customer

two or more encounters on a one-to-one basis with one external customer.

In doing the above, the person must:

identify needs and expectations of each customer

deliver a service to both customers in required timeframes

apply knowledge of organisational practices, ethical standards, and legislative requirements associated with meeting customer needs and expectations

locate, interpret and apply relevant product and service information

recommend acceptable options or alternatives to customers, or explain to customers why their needs cannot be met

use communication strategies suited to the customer and service situation.

A person demonstrating competency in this unit must demonstrate knowledge of:

communication strategies to use when establishing and maintaining customer relationships

organisation’s product and service range, sufficient to make choices between different products and services based on identified customer needs and expectations

key requirements of federal, state or territory legislation, codes, standards and local government regulations relating to:

anti-discrimination

consumer protection

environmental issues

financial probity

work health and safety (WHS)

property sales, leasing and management.

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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify customer needs and expectations.

1.1.

Customer preferences, needs and expectations are identified and clarified.

1.2.

Customer special requirements are identified and where appropriate referred to specialist staff in the organisation.

1.3.

Communication techniques appropriate to relationship and purpose of interaction are used.

1.4.

Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people.

2.

Respond to identified customer needs and expectations.

2.1.

Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements.

2.2.

Customer is provided with options and alternatives where appropriate.

2.3.

Features and benefits of relevant products and services are explained to customers.

2.4.

Information on special promotions for products and services is provided to customer.

2.5.

Feedback is sought from customer whether needs and, where practical, expectations have been satisfied.

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Customer must include:

internal and external customers

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities

regular and new customers

those with routine or special requests.

Communication techniques must include:

active listening

giving customers full attention

maintaining eye contact

non-verbal communication, such as body language and personal presentation

speaking clearly and concisely

using appropriate language and tone of voice

using open and closed questions

writing clearly and legibly.

Product and service knowledge must include:

cost of products and services

features and benefits of products and services

legislation impacting on products and services

limits of advice that may be provided on products and services

product and service disclosures

range of products and services

supplier product and service information

timeframe for provision of products and services.

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
Customer preferences, needs and expectations are identified and clarified. 
Customer special requirements are identified and where appropriate referred to specialist staff in the organisation. 
Communication techniques appropriate to relationship and purpose of interaction are used. 
Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people. 
Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements. 
Customer is provided with options and alternatives where appropriate. 
Features and benefits of relevant products and services are explained to customers. 
Information on special promotions for products and services is provided to customer. 
Feedback is sought from customer whether needs and, where practical, expectations have been satisfied. 

Forms

Assessment Cover Sheet

CPPDSM3010 - Meet customer needs and expectations in the property industry
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

CPPDSM3010 - Meet customer needs and expectations in the property industry

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: