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Evidence Guide: AHCWRK208A - 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

 

AHCWRK208A - 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. Appropriate interpersonal skills are used to accurately identify customer's information needs.
  2. Initial customer enquiries are handled courteously and promptly in accordance with enterprise and industry requirements.
  3. Knowledge and understanding of products and services are actively updated via authoritative sources and appropriate personnel.
  4. Personal and professional limitations in addressing customer information needs are identified, and assistance is sought from appropriate personnel when required.
Appropriate interpersonal skills are used to accurately identify customer's information needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initial customer enquiries are handled courteously and promptly in accordance with enterprise and industry requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Knowledge and understanding of products and services are actively updated via authoritative sources and appropriate personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal and professional limitations in addressing customer information needs are identified, and assistance is sought from appropriate personnel when required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information

  1. Information that addresses customer requirements is provided to customers in a timely and professional manner.
  2. Product and services that may meet customer requirements are appropriately exhibited to customer as required.
  3. Enquiries that fall outside own areas of responsibility/knowledge are appropriately referred within enterprise for follow up and completion.
Information that addresses customer requirements is provided to customers in a timely and professional manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Product and services that may meet customer requirements are appropriately exhibited to customer as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enquiries that fall outside own areas of responsibility/knowledge are appropriately referred within enterprise for follow up and completion.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:

respond to client requests for information

use questioning to identify customer requirements

refer or seek advice from supervisors and appropriate personnel

represent the enterprise in a professional manner when dealing with customers.

Context of and specific resources for assessment

Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.

Required Skills and Knowledge

Required skills

engage customer, especially in relation to giving and receiving information

handle equipment and small machinery

relate to people from a range of social, cultural and ethnic backgrounds, and of varying physical and mental abilities

assess initial customer needs

calculate quantities and prices

access and research product information

seek assistance as required

recommend products

encourage repeat business

use literacy skills to follow sequenced written instructions and record information accurately and legibly

use oral communication skills/language competence to fulfil the job role as specified by the organisation including questioning, active listening, asking for clarification and seeking advice from supervisor

use numeracy skills to estimate, calculate and record routine workplace measures

use interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities.

Required knowledge

customer service techniques

how to effectively engage and communicate with a range of customers from culturally diverse backgrounds, and of varying physical and mental abilities

legal requirements in sales environments, particularly Fair Trading, Trade Practices and Sale of Goods legislation, and public liability

customer requirements in various rural and horticultural settings

enterprises business values, structure, products and services

basic working knowledge of products and services.

Range Statement

The range statement relates to the unit of competency as a whole.

Information may include:

specific needs for a range of products and services available.

Services may include:

specific needs of customer depending on job requirements and specifications or the need for specialised or technical assistance.