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Evidence Guide: CPPCMN3005 - Complete client documentation

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

 

CPPCMN3005 - Complete client documentation

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

Collate information required for processing client documentation.

  1. Client contact details are confirmed.
  2. Details of products and services supplied to client are confirmed and prices quoted are verified.
  3. Time spent in providing service to client is recorded.
  4. Guarantees or warranty arrangements for products and services are confirmed.
  5. Payment status is checked.
  6. Discrepancies in costs quoted to client and actual cost of products and services are checked and required follow-up is undertaken to collect shortfall.
Client contact details are confirmed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Details of products and services supplied to client are confirmed and prices quoted are verified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Time spent in providing service to client is recorded.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Guarantees or warranty arrangements for products and services are confirmed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Payment status is checked.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discrepancies in costs quoted to client and actual cost of products and services are checked and required follow-up is undertaken to collect shortfall.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process documentation.

  1. Documentation containing complete details of product or service provided is prepared.
  2. Cost of providing product or service is calculated and price is recorded in client documentation, if required.
  3. Documentation is checked for accuracy and amended as necessary prior to providing to client.
  4. Documentation is provided and explained to client, including advice on follow-up service if required.
  5. Privacy and confidentiality of client information and documentation are observed.
Documentation containing complete details of product or service provided is prepared.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Cost of providing product or service is calculated and price is recorded in client documentation, if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentation is checked for accuracy and amended as necessary prior to providing to client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentation is provided and explained to client, including advice on follow-up service if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Privacy and confidentiality of client information and documentation are observed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise documentation process.

  1. Client queries or complaints are dealt with.
  2. Payments are collected from client and receipt is issued, as required.
Client queries or complaints are dealt with.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Payments are collected from client and receipt is issued, as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Collate information required for processing client documentation.

1.1.

Client contact details are confirmed.

1.2.

Details of products and services supplied to client are confirmed and prices quoted are verified.

1.3.

Time spent in providing service to client is recorded.

1.4.

Guarantees or warranty arrangements for products and services are confirmed.

1.5.

Payment status is checked.

1.6.

Discrepancies in costs quoted to client and actual cost of products and services are checked and required follow-up is undertaken to collect shortfall.

2.

Process documentation.

2.1.

Documentation containing complete details of product or service provided is prepared.

2.2.

Cost of providing product or service is calculated and price is recorded in client documentation, if required.

2.3.

Documentation is checked for accuracy and amended as necessary prior to providing to client.

2.4.

Documentation is provided and explained to client, including advice on follow-up service if required.

2.5.

Privacy and confidentiality of client information and documentation are observed.

3.

Finalise documentation process.

3.1.

Client queries or complaints are dealt with.

3.2.

Payments are collected from client and receipt is issued, as required.

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Collate information required for processing client documentation.

1.1.

Client contact details are confirmed.

1.2.

Details of products and services supplied to client are confirmed and prices quoted are verified.

1.3.

Time spent in providing service to client is recorded.

1.4.

Guarantees or warranty arrangements for products and services are confirmed.

1.5.

Payment status is checked.

1.6.

Discrepancies in costs quoted to client and actual cost of products and services are checked and required follow-up is undertaken to collect shortfall.

2.

Process documentation.

2.1.

Documentation containing complete details of product or service provided is prepared.

2.2.

Cost of providing product or service is calculated and price is recorded in client documentation, if required.

2.3.

Documentation is checked for accuracy and amended as necessary prior to providing to client.

2.4.

Documentation is provided and explained to client, including advice on follow-up service if required.

2.5.

Privacy and confidentiality of client information and documentation are observed.

3.

Finalise documentation process.

3.1.

Client queries or complaints are dealt with.

3.2.

Payments are collected from client and receipt is issued, as required.

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also complete two different types of client documentation relating to swimming pool or spa servicing for two different clients.

For each of the above different types of client documentation, the person must:

collate information required for completing the client documentation

calculate the costs of providing products and/or services in order to complete the documentation

process documentation according to enterprise requirements

check documentation for accuracy

use electronic means of completing, transmitting and filing client documentation to reduce waste

present and explain documentation to client

respond to client queries or complaints with regard to documentation

file client documentation.

A person demonstrating competency in this unit must demonstrate knowledge of:

commonwealth, state or territory legislation, and local government regulations, Australian standards, and codes of practice impacting on client documentation relating to:

confidentiality

consumer protection

privacy

work health and safety (WHS)

client documentation:

variety of client documentation and standard forms used in the swimming pool and spa servicing industry

consequences of providing incomplete or inaccurate client documentation

details required for completing client documentation

importance of accuracy in completing client documentation

procedures for explaining documentation to client

customer service principles

procedures for processing different methods of payment

operation and maintenance of equipment required for electronic processing of client documentation:

calculator

EFTPOS / credit card machine

electronic tablet

laptop computer

scanner.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Documentation:

must include at least two of the following:

checklist

guarantee

product information

quotation

receipt

report

service record

tax invoice

warranty

must be completed, transmitted and filed by electronic means according to enterprise requirements to reduce waste and negative environmental impact.