Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SFLSOP306A Mapping and Delivery Guide
Provide quality service to floristry customers
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SFLSOP306A - Provide quality service to floristry customers |
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Description | This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the floristry industry. It requires the ability to use appropriate communication techniques, maintain high personal presentation standards, establish rapport with customers, determine and address customer service needs and expectations and deal with complaints.The related function of proactively selling floristry products to meet the customer's product requirements and special requests is covered in:SFLSOP307A Sell floristry productsNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | This unit contains Employability Skills. | ||
Learning Outcomes and Application | This unit describes a key communication and customer service skill for those working within the floristry industry and applies to the full range of industry sectors and environments. The floristry business could be a retail, studio or online floristry business and service provision could be face-to face, via electronic means or over the telephone.This unit underpins effective performance for all skills involving customer interaction. This unit applies to florists who operate with some level of autonomy or under limited supervision from others. It is undertaken by a diverse range of people such as retail floristry sales personnel, telephone sales agents, e-business sales personnel, studio florists, floral designers, florists involved in corporate or special events and owner-operators of small floristry businesses. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Nil | ||
Competency Field | Floristry 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: Communicate with customers. |
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Element: Maintain personal presentation standards. |
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Element: Provide service to customers. |
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Element: Develop a customer relationship. |
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Element: Respond to conflicts and customer complaints. |
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