Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SFLSOP007 Mapping and Delivery Guide
Interact with floristry customers
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | SFLSOP007 - Interact with floristry customers |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to deliver customer service to floristry customers. It requires the ability to greet and serve customers and cover a range of customer service enquiries including routine customer problems. Service provision could be face-to-face, via electronic means or over the telephone.This unit applies to all floristry industry businesses including retail floristry shops, studio or online businesses. It applies to floristry assistants who work under close supervision and with guidance from more experienced and senior florists. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.No occupational licensing, certification or specific legislative 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. Skills must be demonstrated in a floristry industry customer service environment. This can be: an industry workplace a simulated industry environment operated within a training organisation. Assessment must ensure use of: computers and email service telephones organisational policies and procedures for: customer service resolving routine customer service problems personal presentation and hygiene customers with whom the individual can interact; these can be: paying customers an industry workplace who are served by the individual during the assessment process or people who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation sufficient customer traffic that allows for prioritisation of tasks so that customers are served effectively in a logical sequence. Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and: hold a qualification or Statement of Attainment in Floristry which covers the skills and knowledge requirements in this unit of competency or equivalent; and have worked as a florist in the industry for at least three years where they have applied the skills and knowledge covered in this unit of competency or equivalent. |
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Prerequisites/co-requisites | |||
Competency Field | Sales and Operations |
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Greet and serve customers. |
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Element: Work with others to deliver service. |
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Element: Maintain personal presentation and hygiene. |
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Element: Greet and serve customers. |
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Element: Work with others to deliver service. |
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Element: Maintain personal presentation and hygiene. |
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