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Evidence Guide: AMPR105 - Provide service to customers

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

 

AMPR105 - Provide service to customers

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

Acknowledge and greet customers

  1. Politely acknowledge customer on entering the workplace
  2. Greet customer when first contact is made
  3. Offer assistance to customer according to workplace requirements
Politely acknowledge customer on entering the workplace

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Greet customer when first contact is made

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer assistance to customer according to workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish customer requirements

  1. Establish customer requirements by questioning, active listening and clarification of customer comments
  2. Acknowledge customer needs
  3. Refer customer to more experienced staff when specialist advice and/or service and products are required
Establish customer requirements by questioning, active listening and clarification of customer comments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer to more experienced staff when specialist advice and/or service and products are required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey a professional image

  1. Display behaviour when serving customer that maintains established workplace image
Display behaviour when serving customer that maintains established workplace image

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take orders courteously and accurately

  1. Answer telephone according to workplace requirements
  2. Take orders from customer by phone or face-to-face accurately and according to workplace requirements
  3. Take orders legibly and in the correct format
  4. Arrange pick up or delivery time with the customer
  5. Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs
Answer telephone according to workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take orders from customer by phone or face-to-face accurately and according to workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take orders legibly and in the correct format

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange pick up or delivery time with the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer complaints

  1. Acknowledge customer complaints and note issues
  2. Courteously refer complaints to more senior staff members or managers
Acknowledge customer complaints and note issues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Courteously refer complaints to more senior staff members or managers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive customer enquiries

  1. Receive customer enquiries
  2. Follow up customer enquiries in accordance with workplace requirements
  3. Inform customer in relation to enquiry
Receive customer enquiries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up customer enquiries in accordance with workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer in relation to enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record information from enquiries

  1. Record information about enquiries to workplace requirements
Record information about enquiries to workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge and greet customers

  1. Politely acknowledge customer on entering the workplace
  2. Greet customer when first contact is made
  3. Offer assistance to customer according to workplace requirements
Politely acknowledge customer on entering the workplace

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Greet customer when first contact is made

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer assistance to customer according to workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish customer requirements

  1. Establish customer requirements by questioning, active listening and clarification of customer comments
  2. Acknowledge customer needs
  3. Refer customer to more experienced staff when specialist advice and/or service and products are required
Establish customer requirements by questioning, active listening and clarification of customer comments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer to more experienced staff when specialist advice and/or service and products are required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey a professional image

  1. Display behaviour when serving customer that maintains established workplace image
Display behaviour when serving customer that maintains established workplace image

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take orders courteously and accurately

  1. Answer telephone according to workplace requirements
  2. Take orders from customer by phone or face-to-face accurately and according to workplace requirements
  3. Take orders legibly and in the correct format
  4. Arrange pick up or delivery time with the customer
  5. Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs
Answer telephone according to workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take orders from customer by phone or face-to-face accurately and according to workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take orders legibly and in the correct format

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange pick up or delivery time with the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer complaints

  1. Acknowledge customer complaints and note issues
  2. Courteously refer complaints to more senior staff members or managers
Acknowledge customer complaints and note issues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Courteously refer complaints to more senior staff members or managers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive customer enquiries

  1. Receive customer enquiries
  2. Follow up customer enquiries in accordance with workplace requirements
  3. Inform customer in relation to enquiry
Receive customer enquiries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up customer enquiries in accordance with workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer in relation to enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record information from enquiries

  1. Record information about enquiries to workplace requirements
Record information about enquiries to workplace 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. Acknowledge and greet customers

1.1 Politely acknowledge customer on entering the workplace

1.2 Greet customer when first contact is made

1.3 Offer assistance to customer according to workplace requirements

2. Establish customer requirements

2.1 Establish customer requirements by questioning, active listening and clarification of customer comments

2.2 Acknowledge customer needs

2.3 Refer customer to more experienced staff when specialist advice and/or service and products are required

3. Convey a professional image

3.1 Display behaviour when serving customer that maintains established workplace image

4. Take orders courteously and accurately

4.1 Answer telephone according to workplace requirements

4.2 Take orders from customer by phone or face-to-face accurately and according to workplace requirements

4.3 Take orders legibly and in the correct format

4.4 Arrange pick up or delivery time with the customer

4.5 Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs

5. Refer customer complaints

5.1 Acknowledge customer complaints and note issues

5.2 Courteously refer complaints to more senior staff members or managers

6. Receive customer enquiries

6.1 Receive customer enquiries

6.2 Follow up customer enquiries in accordance with workplace requirements

6.3 Inform customer in relation to enquiry

7. Record information from enquiries

7.1 Record information about enquiries to workplace 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. Acknowledge and greet customers

1.1 Politely acknowledge customer on entering the workplace

1.2 Greet customer when first contact is made

1.3 Offer assistance to customer according to workplace requirements

2. Establish customer requirements

2.1 Establish customer requirements by questioning, active listening and clarification of customer comments

2.2 Acknowledge customer needs

2.3 Refer customer to more experienced staff when specialist advice and/or service and products are required

3. Convey a professional image

3.1 Display behaviour when serving customer that maintains established workplace image

4. Take orders courteously and accurately

4.1 Answer telephone according to workplace requirements

4.2 Take orders from customer by phone or face-to-face accurately and according to workplace requirements

4.3 Take orders legibly and in the correct format

4.4 Arrange pick up or delivery time with the customer

4.5 Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs

5. Refer customer complaints

5.1 Acknowledge customer complaints and note issues

5.2 Courteously refer complaints to more senior staff members or managers

6. Receive customer enquiries

6.1 Receive customer enquiries

6.2 Follow up customer enquiries in accordance with workplace requirements

6.3 Inform customer in relation to enquiry

7. Record information from enquiries

7.1 Record information about enquiries to workplace requirements

Evidence must demonstrate the candidate's consistency of performance over time.

The candidate must:

apply communication skills to meet customer needs and enterprise requirements

provide an overview of the range of products and services offered by the enterprise

seek advice or assistance from more experienced team members when necessary

operate telephone system

demonstrate polite and efficient telephone technique

demonstrate suitable behaviour by attending to customer needs promptly and courteously, displaying tact, satisfying customer needs ethically and maintaining professional standards of dress and personal hygiene

arrange pick up or delivery with customer according to enterprise procedures

apply relevant workplace health and safety and regulatory requirements

use mathematical skills appropriate to the task

The candidate must demonstrate a basic functional knowledge of:

how to interact with others in an appropriate way

workplace complaints policies and procedures

workplace requirements related to acknowledging and greeting customers, including enterprise ethical standards

relevant workplace health and safety and regulatory requirements

Range Statement