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Evidence Guide: CPPCMN3005A - 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

 

CPPCMN3005A - 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 details are confirmed in line with enterprise procedures.
  2. Details of products and services supplied to client are confirmed and prices quoted are checked in line with enterprise procedures.
  3. Time spent in providing service to client is recorded in line with enterprise procedures, if required.
  4. Guarantees or warranty arrangements for products and services are confirmed in line with enterprise procedures.
  5. Payment status is checked and appropriate action is taken in line with enterprise procedures.
  6. Discrepancies in costs quoted to client and actual cost of products and services are checked and reported to appropriate persons and follow-up action required to collect shortfall is taken in line with enterprise procedures.
Client details are confirmed in line with enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Details of products and services supplied to client are confirmed and prices quoted are checked in line with enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Time spent in providing service to client is recorded in line with enterprise procedures, if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Guarantees or warranty arrangements for products and services are confirmed in line with enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Payment status is checked and appropriate action is taken in line with enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discrepancies in costs quoted to client and actual cost of products and services are checked and reported to appropriate persons and follow-up action required to collect shortfall is taken in line with enterprise procedures.

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

This unit of competency could be assessed by demonstration of completion of client documentation associated with servicing swimming pools and spas.

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

A person should demonstrate the ability to:

collate information required for completion of client documentation related to swimming pool or spa servicing

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

process client documentation related to swimming pool or spa servicing

check client documentation for accuracy

present and explain documentation to client

respond to client queries and complaints with regard to documentation

file client documentation

demonstrate knowledge of:

types and purpose of client documentation

details required to complete different types of client documentation

importance of accurately completing client documentation.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context and is to comply with relevant regulatory and Australian standards’ requirements.

Resource implications for assessment include:

relevant codes, standards and government regulations

a technical reference library with current publications on:

swimming pool and spa products and services

client documentation

customer service principles.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the CPP07 Property Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

This unit could be assessed on its own or in combination with other units relevant to the job function.

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should, as far as is practical, take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

Required Skills and Knowledge

Required skills

communication skills to interact in an ethical manner with clients from diverse social, economic and cultural backgrounds

decision-making and problem-solving skills to identify appropriate information for inclusion in client documentation, including advice on recommended follow-up actions

literacy skills to read, interpret and complete client documentation

numeracy skills to perform basic calculations required to complete client documentation

research skills to identify and locate information on cost of products and services

technology skills to use electronic means of completing, filing and transmitting client documentation

Required knowledge

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

confidentiality

consumer protection

privacy

work health and safety

client documentation:

consequences of providing incomplete or inaccurate client documentation

details required for completion of client documentation

importance of accuracy in completing client documentation

procedures for explaining documentation to client

standard forms used in the industry

variety of client documentation

customer service principles

methods of payment

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

calculator

EFTPOS / credit card machine

electronic tablet

laptop computer

scanner

swimming pool and spa product and service knowledge

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client details may include:

address of client’s property

client billing address

client email address

date product or service provided

name of client

nature of product or service required

telephone number of client.

Products and services may include:

service and/or repair of swimming pool or spa

swimming pool and spa:

accessories

chemicals

components

technical advice on swimming pool or spa.

Documentation may include:

checklist

company information

electronic documentation

guarantees or warranty information

paper documentation

product information

quotation

receipt

risk mitigation

service information

specific documentation for commercial and public swimming pools and spas

tax invoice.

Complete details may include:

Australian Business Number

call-out charges

contact details for company

date of supply of product and service

delivery charges

delivery details

description of product or service provided

discounts

Goods and Services Tax

guarantee or warranty details

labour cost

materials:

cost

description

product code numbers

quantity

name of staff member who provided product or service

recommended follow-up actions

tax invoice number

time spent providing product or service.

Payments may include:

account

cash

cheque

credit card

EFTPOS.

Copies of documents may be:

for follow-up action

for supplier

for the accounts department

for the file

paper-based or electronically transmitted materials.