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

LMTTF3002A Mapping and Delivery Guide
Gain customer acceptance of service proposal

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency LMTTF3002A - Gain customer acceptance of service proposal
Description This unit covers the skills and knowledge required to gain customer acceptance of a proposal to provide a product and service.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to establishing and documenting a proposal to meet customer requirements and obtaining agreement for work to proceed. Interaction with the customer is usually performed individually but may involve collaborative approach with other personnel from the operator's workplace.Work may be conducted in a variety of environments, such as:operational indoor workplacesoperational outdoor workplacesrestricted or confined spaceshazardous or exposed conditionsWork may be conducted in small to large scale enterprises and may involve individual and team activities. Work is performed within defined procedures under direct supervision. The application of this unit is according to OHS practices of the enterprise and workplace practices, which may include:requirements prescribed by legislation, awards, agreements and conditions of employmentstandard operating procedureswork instructionsoral, written and visual communicationquality practices, including responsibility for maintenance of own work quality and contribution to quality improvement of team or section outputhousekeepingtasks related to environmental protection, waste disposal, pollution control and recyclingThis unit requires the application of communication skills to confirm and document job requirements, present information to the customer and gain agreement about work processes. Planning and organisational skills are also used to establish work processes. This unit also requires problem solving skills and initiative and enterprise in order to determine alternative solutions to meet customer requirements. Self management skills are applied to ensure workplace and quality standards are achieved.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Prerequisites
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 customer proposal
  • Documentation is reviewed to confirm all required information is available
  • Customer requirements are established
  • Products, processes and service for customer are determined
  • Alternatives are identified
  • Material and production requirements are determined
  • Costs are calculated for proposed service
  • Timing, costs and service are assessed against customer requirements
  • Proposal is developed and documented for customer
  • Proposal includes consideration of OHS practices
       
Element: Present proposal to customer
  • Customer is contacted and proposal presented in person or by other arranged means
  • Customer is provided with detailed information regarding products, processes, and alternative solutions which could satisfy customer requirements including
  • Features and benefits of proposal are discussed with the customer
       
Element: Seek customer acceptance
  • Customer approval of proposal is assessed and confirmed
  • Required changes to the proposal are identified and proposal modified accordingly
  • Customer acceptance is obtained if possible
       
Element: Confirm service to be provided
  • Customer address and contact details are confirmed
  • Agreement is established with the customer and signature obtained
  • Time, product and service to be provided are confirmed and delivery arranged
  • Duplicate of proposal and agreement are provided to customer for future reference
  • Where applicable, deposit or other payment is obtained from customer or payment is arranged
  • Customer receipt is provided, noting form of payment
       


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, the Range Statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Demonstrates skills and knowledge to:

interpret customer requirements

provide detailed product information to customer

interpret specifications and instructions for products and materials offered to customers

prepare product and service proposals

prepare installation procedures

discuss service options with customer

arrange and accept payment from customer

document and communicate work related information including product information, customer requirements, installation and operating procedures, costing, and special conditions

Consistently applies skills and knowledge when:

organising work

completing tasks

identifying improvements

using workplace practices

using OHS practices

recording and reporting accidents and incidents

assessing operational readiness of equipment used and work processes

recognising and adapting to cultural differences in the workplace, including modes of behaviour and interactions

completing work systematically with attention to detail without damage to goods and equipment

Context and specific resources for assessment

Assessment may occur on the job or in an appropriately simulated environment and requires access to work areas, materials and equipment, and to information on workplace practices and OHS practices.

Guidance information for assessment

This unit may be assessed independently or in combination with other relevant units.

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.

This describes the essential skills and knowledge and their level required for this unit.

Demonstrates knowledge of:

hazards associated with working at heights

range of products and services offered by the enterprise

principles of operating products and equipment

types of materials and their applications

limitations of canvas and other materials used

types of strengthening and fastenings

service life of different materials

instruments and techniques for measuring

mathematical processes

mathematical formulas (eg areas, volumes)

labour rates and approximate costs of products and materials

power sources such as single phase, three phase, and weather protected outlets

environmental requirements of relevant industry and workplace procedures

general industry housekeeping policies and procedures

OHS practices, including hazard identification and control measures

quality practices

workplace practices

practices for recording and reporting

Demonstrates skills to:

locate and interpret technical information about products, materials, equipment, and operating procedures

greet customer in an appropriate manner

demonstrate product knowledge

identify and confirm customer needs

ask appropriate questions

clarify areas of ambiguity

provide feedback to customer

estimate costs

read, interpret, and follow information on work specifications , standard operating procedures and work instructions, and other reference material

maintain accurate records

communicate within the workplace

sequence operations

meet specifications

clarify and check task-related information

carry out work according to OHS practices

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. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs if the candidate, accessibility of the item, and local industry and regional contexts.

Legislative/regulatory requirements

All work must comply with relevant Federal and State or Territory legislative or regulatory requirements.

Documentation may include

sketches, diagrams and maps

dimensions and measurements

documentation on customer requirements

Customer requirements may include

types of materials

types of products and equipment

operating principles and mechanisms

costs

timelines

colours

size, dimensions, shape

delivery and installation dates

installation procedure to be followed

OHS practices

OHS practices must include hazard identification and control, risk assessment and implementation of risk reduction measures specific to the tasks described by this unit, and may include:

manual handling techniques

standard operating procedures

personal protective equipment

safe materials handling

taking of rest breaks

ergonomic arrangement of workplaces

following marked walkways

safe storage of equipment

housekeeping

reporting accidents and incidents

other OHS practices relevant to the job and enterprise

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
Documentation is reviewed to confirm all required information is available 
Customer requirements are established 
Products, processes and service for customer are determined 
Alternatives are identified 
Material and production requirements are determined 
Costs are calculated for proposed service 
Timing, costs and service are assessed against customer requirements 
Proposal is developed and documented for customer 
Proposal includes consideration of OHS practices 
Customer is contacted and proposal presented in person or by other arranged means 
Customer is provided with detailed information regarding products, processes, and alternative solutions which could satisfy customer requirements including 
Features and benefits of proposal are discussed with the customer 
Customer approval of proposal is assessed and confirmed 
Required changes to the proposal are identified and proposal modified accordingly 
Customer acceptance is obtained if possible 
Customer address and contact details are confirmed 
Agreement is established with the customer and signature obtained 
Time, product and service to be provided are confirmed and delivery arranged 
Duplicate of proposal and agreement are provided to customer for future reference 
Where applicable, deposit or other payment is obtained from customer or payment is arranged 
Customer receipt is provided, noting form of payment 

Forms

Assessment Cover Sheet

LMTTF3002A - Gain customer acceptance of service proposal
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

LMTTF3002A - Gain customer acceptance of service proposal

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: