NTISthis.com

Evidence Guide: AMPR305 - Meet customer needs

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

 

AMPR305 - Meet customer needs

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

Provide information on products and services

  1. Advise customer accurately and courteously on products and services which are relevant to customer requirements
  2. Provide information on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate
  3. Offer customer alternative products or services, or advice on how to obtain same when requested item is not available
Advise customer accurately and courteously on products and services which are relevant to customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer customer alternative products or services, or advice on how to obtain same when requested item is not available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy customer needs

  1. Discuss range of products and services with customer, which allows for informed decision making by the customer
  2. Recommend products or services to meet customer needs
  3. Sell products or services in accordance with customer's budget, preferred products and their availability
Discuss range of products and services with customer, which allows for informed decision making by the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend products or services to meet customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sell products or services in accordance with customer's budget, preferred products and their availability

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with customer complaints

  1. Deal with complaints and grievances courteously and efficiently to the satisfaction of the customer
  2. Deal with customer complaints referred from other staff according to workplace requirements
Deal with complaints and grievances courteously and efficiently to the satisfaction of the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with customer complaints referred from other staff according to workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on products and services

  1. Advise customer accurately and courteously on products and services which are relevant to customer requirements
  2. Provide information on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate
  3. Offer customer alternative products or services, or advice on how to obtain same when requested item is not available
Advise customer accurately and courteously on products and services which are relevant to customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer customer alternative products or services, or advice on how to obtain same when requested item is not available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy customer needs

  1. Discuss range of products and services with customer, which allows for informed decision making by the customer
  2. Recommend products or services to meet customer needs
  3. Sell products or services in accordance with customer's budget, preferred products and their availability
Discuss range of products and services with customer, which allows for informed decision making by the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend products or services to meet customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sell products or services in accordance with customer's budget, preferred products and their availability

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with customer complaints

  1. Deal with complaints and grievances courteously and efficiently to the satisfaction of the customer
  2. Deal with customer complaints referred from other staff according to workplace requirements
Deal with complaints and grievances courteously and efficiently to the satisfaction of the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with customer complaints referred from other staff according 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. Provide information on products and services

1.1 Advise customer accurately and courteously on products and services which are relevant to customer requirements

1.2 Provide information on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate

1.3 Offer customer alternative products or services, or advice on how to obtain same when requested item is not available

2. Satisfy customer needs

2.1 Discuss range of products and services with customer, which allows for informed decision making by the customer

2.2 Recommend products or services to meet customer needs

2.3 Sell products or services in accordance with customer's budget, preferred products and their availability

3. Deal with customer complaints

3.1 Deal with complaints and grievances courteously and efficiently to the satisfaction of the customer

3.2 Deal with customer complaints referred from other staff according 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. Provide information on products and services

1.1 Advise customer accurately and courteously on products and services which are relevant to customer requirements

1.2 Provide information on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate

1.3 Offer customer alternative products or services, or advice on how to obtain same when requested item is not available

2. Satisfy customer needs

2.1 Discuss range of products and services with customer, which allows for informed decision making by the customer

2.2 Recommend products or services to meet customer needs

2.3 Sell products or services in accordance with customer's budget, preferred products and their availability

3. Deal with customer complaints

3.1 Deal with complaints and grievances courteously and efficiently to the satisfaction of the customer

3.2 Deal with customer complaints referred from other staff according to workplace requirements

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

The candidate must demonstrate the ability to:

apply communication skills appropriate to the task

apply mathematical skills appropriate to the task

demonstrate a variety of sales techniques

explain different methods of cooking, times of cooking, accompanying condiments and presentation of the cooked product

provide accurate advice in a courteous manner to customers on the use of products and services

provide advice on cooking meat products as required

provide clear descriptions and advice to customers, demonstrating use of appropriate language and showing sensitivity to cultural differences

suit advice to customer needs

demonstrate awareness of cultural and ethnic differences and respond appropriately

handle information from external clients with discretion and confidentiality

refer customers to a more experienced team member if unable to meet their needs

demonstrate effective interpersonal skills in providing advice to customers and when handling complaints

work with team members

apply relevant workplace health and safety, regulatory and workplace requirements

The candidate must demonstrate a factual, technical, procedural and theoretical knowledge of:

catering needs, new lines, menus or recipes, portion requirements, cooking, carving and meat presentation

products and services to suit customer needs

methods of cooking, times of cooking, accompanying condiments and presentation of the cooked product

enterprise ethical and customer service standards

relevant workplace health and safety, regulatory and workplace requirements

sources of information to further meet customer needs

products and explain how they may be cooked and served

Range Statement