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Evidence Guide: AHCWRK208 - Provide information on products and services

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

 

AHCWRK208 - Provide information on products and services

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

Identify information requirements

  1. Use appropriate interpersonal skills identify customer's information needs
  2. Handle customer enquiries courteously and promptly
  3. Update knowledge and understanding of products and services via authoritative sources and appropriate personnel
  4. Identify personal and professional limitations in addressing customer information needs and seek assistance from appropriate personnel when required
  5. Follow enterprise work health and safety policies
Use appropriate interpersonal skills identify customer's information needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle customer enquiries courteously and promptly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update knowledge and understanding of products and services via authoritative sources and appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal and professional limitations in addressing customer information needs and seek assistance from appropriate personnel when required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow enterprise work health and safety policies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information

  1. Provide information that addresses customer requirements to customers in a timely and professional manner
  2. Exhibit product and services that may meet customer requirements to customer as required
  3. Refer enquiries that fall outside own areas of responsibility and knowledge within enterprise for follow up and completion
Provide information that addresses customer requirements to customers in a timely and professional manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Exhibit product and services that may meet customer requirements to customer as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer enquiries that fall outside own areas of responsibility and knowledge within enterprise for follow up and completion

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 information requirements

1.1 Use appropriate interpersonal skills identify customer's information needs

1.2 Handle customer enquiries courteously and promptly

1.3 Update knowledge and understanding of products and services via authoritative sources and appropriate personnel

1.4 Identify personal and professional limitations in addressing customer information needs and seek assistance from appropriate personnel when required

1.5 Follow enterprise work health and safety policies

2. Provide information

2.1 Provide information that addresses customer requirements to customers in a timely and professional manner

2.2 Exhibit product and services that may meet customer requirements to customer as required

2.3 Refer enquiries that fall outside own areas of responsibility and knowledge within enterprise for follow up and completion

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 information requirements

1.1 Use appropriate interpersonal skills identify customer's information needs

1.2 Handle customer enquiries courteously and promptly

1.3 Update knowledge and understanding of products and services via authoritative sources and appropriate personnel

1.4 Identify personal and professional limitations in addressing customer information needs and seek assistance from appropriate personnel when required

1.5 Follow enterprise work health and safety policies

2. Provide information

2.1 Provide information that addresses customer requirements to customers in a timely and professional manner

2.2 Exhibit product and services that may meet customer requirements to customer as required

2.3 Refer enquiries that fall outside own areas of responsibility and knowledge within enterprise for follow up and completion

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:

respond to customer requests for information

use questioning to identify customer requirements

refer or seek advice from supervisor when required

engage customer, especially in relation to giving and receiving information

assess initial customer needs

access and research product information

seek assistance as required

recommend products

encourage repeat business

use industry standard terminology.

The candidate must demonstrate knowledge of:

customer service techniques

how to effectively engage and communicate with a range of customers

customer requirements in various rural and horticultural settings

the enterprise’s business values, structure, products and services

work health and safety in the context of own work.

Range Statement