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

FWPCOT3269 Mapping and Delivery Guide
Provide specialised timber product solutions

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency FWPCOT3269 - Provide specialised timber product solutions
Description
Employability Skills
Learning Outcomes and Application This unit of competency describes the outcomes required to provide advice and solutions to customers, clients and other sales staff using advanced/specialised wood and timber product knowledge. It includes advice on product selection, quality and quantity, price, services and warranties with respect to wood and timber products. Clients include domestic and commercial individuals and businesses in both retail and wholesale settings.This unit requires the ability to source relevant product technical information, develop client solutions that meet safety and design needs, explain product options and impacts, work within established systems including WH&S, quality, chain of custody, and manage client relationships.The unit applies to job roles including Customer service/salesperson (retail or wholesale), Customer Service Officer, Sales and Merchandising Team Leader, Sales and Merchandising Team Leader (timber products), Timber Adviser, Yard Person.No licensing, legislative, regulatory, or certification requirements 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.

The following resources must be made available:

computers, keyboards, printers and software used to access information internal and external to the organisation

legislative, certification and design system documentation including WH&S, environmental, quality, design, chain of custody and organisational systems in print or electronic format

recording and reporting media in print or electronic format

customer service standards and related documentation

manufacturer product specifications, references and related industry literature in print or electronic format.

Competency is to be assessed in the workplace or a simulated environment that accurately reflects performance in a real workplace setting.

Assessor requirements

Assessors must:

hold the appropriate assessor competency standards as outlined in the regulations; and

be able to demonstrate vocational competencies at least to the level being assessed; and

be able to demonstrate how they are continuing to develop their VET knowledge and skills as well as maintaining their industry currency and assessor competence.
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: Develop complete customer solutions
  • Establish and clarify scope of work with customer/client, including intended application and environment, and the critical integrity of the structure.
  • Identify suitable products by accessing relevant sources of information.
  • Convey detailed features, specifications, benefits, impacts of different product options and fixing/construction issues to customer/client to assist buying decisions.
  • Accurately determine product quantities and pricing according to customer/client requirements.
  • Provide customer/client with accurate product warranty, payment options, delivery, inclusions and other relevant sale-related information.
       
Element: Conduct merchandising activities within legislative, design and organisational systems
  • Interpret and apply legislative, design and organisational system requirements to work activities.
  • Follow the processes and procedures that deliver products safely to the customer and which are fit for purpose.
  • Ensure recommendations comply with legislative, design and building code requirements.
  • Interpret and communicate specific fitting and installation instructions or recommendations to customers/clients.
       
Element: Manage customer relations
  • Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet customer service standards.
  • Ensure effective interpersonal techniques are applied to client interactions.
  • Contribute to the development, refinement and improvement of customer service standards, policies and processes.
  • Identify customer service problems and make or recommend adjustments to maintain and improve quality of customer service.
       
Element: Select wood and timber for different applications
  • Relate properties, characteristics, features, grade, and treatments of wood and timber products to a range of domestic and commercial applications.
  • Select the most appropriate wood and timber products to suit customer installation and construction and cross-trade requirements, and end use.
  • Confirm selections with manufacturer data and recommended applications.
  • Obtain specialist licensed trade installation information from customer and relate to product selection to ensure product integrity is maintained.
  • Provide detailed installation requirements for timber products to timber trade, cross-trade, retail and end use customers.
       
Element: Research and apply new developments in wood, timber and related products
  • Use business technologies and networks to access, monitor and select information according to organisation requirements.
  • Identify emerging wood and timber technology trends, their uses, impacts and benefits.
  • Assess the value of new technologies, services and products to the organisation and marketplace, including ways to promote and advance both organisation and industry.
  • Communicate new innovations that may suit end user applications to staff, colleagues and customers.
       


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

PERFORMANCE CRITERIA

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. Develop complete customer solutions

1.1 Establish and clarify scope of work with customer/client, including intended application and environment, and the critical integrity of the structure.

1.2 Identify suitable products by accessing relevant sources of information.

1.3 Convey detailed features, specifications, benefits, impacts of different product options and fixing/construction issues to customer/client to assist buying decisions.

1.4 Accurately determine product quantities and pricing according to customer/client requirements.

1.5 Provide customer/client with accurate product warranty, payment options, delivery, inclusions and other relevant sale-related information.

2. Conduct merchandising activities within legislative, design and organisational systems

2.1 Interpret and apply legislative, design and organisational system requirements to work activities.

2.2 Follow the processes and procedures that deliver products safely to the customer and which are fit for purpose.

2.3 Ensure recommendations comply with legislative, design and building code requirements.

2.4 Interpret and communicate specific fitting and installation instructions or recommendations to customers/clients.

3. Manage customer relations

3.1 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet customer service standards.

3.2 Ensure effective interpersonal techniques are applied to client interactions.

3.3 Contribute to the development, refinement and improvement of customer service standards, policies and processes.

3.4 Identify customer service problems and make or recommend adjustments to maintain and improve quality of customer service.

4. Select wood and timber for different applications

4.1 Relate properties, characteristics, features, grade, and treatments of wood and timber products to a range of domestic and commercial applications.

4.2 Select the most appropriate wood and timber products to suit customer installation and construction and cross-trade requirements, and end use.

4.3 Confirm selections with manufacturer data and recommended applications.

4.4 Obtain specialist licensed trade installation information from customer and relate to product selection to ensure product integrity is maintained.

4.5 Provide detailed installation requirements for timber products to timber trade, cross-trade, retail and end use customers.

5. Research and apply new developments in wood, timber and related products

5.1 Use business technologies and networks to access, monitor and select information according to organisation requirements.

5.2 Identify emerging wood and timber technology trends, their uses, impacts and benefits.

5.3 Assess the value of new technologies, services and products to the organisation and marketplace, including ways to promote and advance both organisation and industry.

5.4 Communicate new innovations that may suit end user applications to staff, colleagues and customers.

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria and foundation skills of this unit. If a specific volume or frequency is not stated below, then evidence must be provided that the following requirements have been performed on at least one occasion:

provide accurate and detailed information about wood and timber products to customers/clients

develop solutions based on customer requirements, including:

appropriate wood and timber product selection

design/utility issues

product handling

fixing/installation and treatment requirements and issues

quantities

pricing

warranties

conduct merchandising activities within legislative, certification and design systems, including WH&S, environmental, quality, design, chain of custody systems and organisational systems

advise customer from sketches and diagrams and technical specifications

effectively manage customer relations

monitor sales process to improve customer satisfaction

access and interpret standards, reference documents, supplier specifications and related information to select suitable products

select wood and timber and related products to suit trade and end user requirements

keep up to date on emerging wood and timber technology applications and services.

A person competent in this unit must be able to demonstrate knowledge of:

common and specialised wood, timber and related products for domestic and commercial use

properties, characteristics, features, grades and benefits of wood, timber and related products

different timber treatments, suitable applications and impacts of different product options

product fixing/construction and cross-trade issues, including fixing options, pre-priming of hardwood, moisture protection for H3, design for moisture shedding, colour or finish.

sales-related information including pricing, warranty, payment options, delivery options

specialist licensed trade installation information that impacts on product selection

aspects of legislative, certification and design systems applicable to merchandising activities, including Workplace Health and Safety (WHS), environmental, design, chain of custody, organisational and reporting/record keeping requirements

principles and practices for effective customer relationship management

effective interpersonal communication techniques

sources to access information on new and emerging technologies and products.

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

PERFORMANCE CRITERIA

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. Develop complete customer solutions

1.1 Establish and clarify scope of work with customer/client, including intended application and environment, and the critical integrity of the structure.

1.2 Identify suitable products by accessing relevant sources of information.

1.3 Convey detailed features, specifications, benefits, impacts of different product options and fixing/construction issues to customer/client to assist buying decisions.

1.4 Accurately determine product quantities and pricing according to customer/client requirements.

1.5 Provide customer/client with accurate product warranty, payment options, delivery, inclusions and other relevant sale-related information.

2. Conduct merchandising activities within legislative, design and organisational systems

2.1 Interpret and apply legislative, design and organisational system requirements to work activities.

2.2 Follow the processes and procedures that deliver products safely to the customer and which are fit for purpose.

2.3 Ensure recommendations comply with legislative, design and building code requirements.

2.4 Interpret and communicate specific fitting and installation instructions or recommendations to customers/clients.

3. Manage customer relations

3.1 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet customer service standards.

3.2 Ensure effective interpersonal techniques are applied to client interactions.

3.3 Contribute to the development, refinement and improvement of customer service standards, policies and processes.

3.4 Identify customer service problems and make or recommend adjustments to maintain and improve quality of customer service.

4. Select wood and timber for different applications

4.1 Relate properties, characteristics, features, grade, and treatments of wood and timber products to a range of domestic and commercial applications.

4.2 Select the most appropriate wood and timber products to suit customer installation and construction and cross-trade requirements, and end use.

4.3 Confirm selections with manufacturer data and recommended applications.

4.4 Obtain specialist licensed trade installation information from customer and relate to product selection to ensure product integrity is maintained.

4.5 Provide detailed installation requirements for timber products to timber trade, cross-trade, retail and end use customers.

5. Research and apply new developments in wood, timber and related products

5.1 Use business technologies and networks to access, monitor and select information according to organisation requirements.

5.2 Identify emerging wood and timber technology trends, their uses, impacts and benefits.

5.3 Assess the value of new technologies, services and products to the organisation and marketplace, including ways to promote and advance both organisation and industry.

5.4 Communicate new innovations that may suit end user applications to staff, colleagues and customers.

Not Applicable
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
Establish and clarify scope of work with customer/client, including intended application and environment, and the critical integrity of the structure. 
Identify suitable products by accessing relevant sources of information. 
Convey detailed features, specifications, benefits, impacts of different product options and fixing/construction issues to customer/client to assist buying decisions. 
Accurately determine product quantities and pricing according to customer/client requirements. 
Provide customer/client with accurate product warranty, payment options, delivery, inclusions and other relevant sale-related information. 
Interpret and apply legislative, design and organisational system requirements to work activities. 
Follow the processes and procedures that deliver products safely to the customer and which are fit for purpose. 
Ensure recommendations comply with legislative, design and building code requirements. 
Interpret and communicate specific fitting and installation instructions or recommendations to customers/clients. 
Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet customer service standards. 
Ensure effective interpersonal techniques are applied to client interactions. 
Contribute to the development, refinement and improvement of customer service standards, policies and processes. 
Identify customer service problems and make or recommend adjustments to maintain and improve quality of customer service. 
Relate properties, characteristics, features, grade, and treatments of wood and timber products to a range of domestic and commercial applications. 
Select the most appropriate wood and timber products to suit customer installation and construction and cross-trade requirements, and end use. 
Confirm selections with manufacturer data and recommended applications. 
Obtain specialist licensed trade installation information from customer and relate to product selection to ensure product integrity is maintained. 
Provide detailed installation requirements for timber products to timber trade, cross-trade, retail and end use customers. 
Use business technologies and networks to access, monitor and select information according to organisation requirements. 
Identify emerging wood and timber technology trends, their uses, impacts and benefits. 
Assess the value of new technologies, services and products to the organisation and marketplace, including ways to promote and advance both organisation and industry. 
Communicate new innovations that may suit end user applications to staff, colleagues and customers. 

Forms

Assessment Cover Sheet

FWPCOT3269 - Provide specialised timber product solutions
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

FWPCOT3269 - Provide specialised timber product solutions

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: