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Evidence Guide: AHCMER302 - Provide advice on hardware products

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AHCMER302 - Provide advice on hardware products

What evidence can you provide to prove your understanding of each of the following citeria?

Identify customer needs

  1. Use appropriate interpersonal skills to identify customer needs
  2. Handle customer enquiries courteously and promptly in accordance with enterprise policies and procedures and legislative requirements
  3. Match available products to customer needs
  4. Research knowledge and understanding of hardware products actively and regularly and update from authoritative sources
Use appropriate interpersonal skills to identify customer needs

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Handle customer enquiries courteously and promptly in accordance with enterprise policies and procedures and legislative requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Match available products to customer needs

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Research knowledge and understanding of hardware products actively and regularly and update from authoritative sources

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide product advice

  1. Provide advice to customers in a timely and professional manner and accordance with legislative requirements
  2. Exhibit and demonstrate products appropriately to customer as required
  3. Suggest alternative and additional products and services as necessary
  4. Address customers concerns and questions sensitively in line with enterprise requirements
Provide advice to customers in a timely and professional manner and accordance with legislative requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Exhibit and demonstrate products appropriately to customer as required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Suggest alternative and additional products and services as necessary

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Address customers concerns and questions sensitively in line with enterprise requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify customer needs

1.1 Use appropriate interpersonal skills to identify customer needs

1.2 Handle customer enquiries courteously and promptly in accordance with enterprise policies and procedures and legislative requirements

1.3 Match available products to customer needs

1.4 Research knowledge and understanding of hardware products actively and regularly and update from authoritative sources

2. Provide product advice

2.1 Provide advice to customers in a timely and professional manner and accordance with legislative requirements

2.2 Exhibit and demonstrate products appropriately to customer as required

2.3 Suggest alternative and additional products and services as necessary

2.4 Address customers concerns and questions sensitively in line with enterprise requirements

Required Skills and Knowledge

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify customer needs

1.1 Use appropriate interpersonal skills to identify customer needs

1.2 Handle customer enquiries courteously and promptly in accordance with enterprise policies and procedures and legislative requirements

1.3 Match available products to customer needs

1.4 Research knowledge and understanding of hardware products actively and regularly and update from authoritative sources

2. Provide product advice

2.1 Provide advice to customers in a timely and professional manner and accordance with legislative requirements

2.2 Exhibit and demonstrate products appropriately to customer as required

2.3 Suggest alternative and additional products and services as necessary

2.4 Address customers concerns and questions sensitively in line with enterprise requirements

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

advise customers as to the range of products available for their specific application/environment

engage with and give advice to customers

ensure that the advice, product type, application and suitability are understood by the customer

encourage add on sales

research hardware products

organise the demonstration of products

represent the enterprise in a professional manner when dealing with customers

The candidate must demonstrate knowledge of:

customer service and selling techniques

systems and procedures for the safe handling of products

enterprise policies and procedures, business values, structure, product range and services

industry terminology for products

relevant requirements of work health and safety, industry, fair trading, trade practices, sales of goods, and public liability

Range Statement