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Evidence Guide: CPPDSM3010 - Meet customer needs and expectations in the property industry

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

 

CPPDSM3010 - Meet customer needs and expectations in the property industry

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

Identify customer needs and expectations.

  1. Customer preferences, needs and expectations are identified and clarified.
  2. Customer special requirements are identified and where appropriate referred to specialist staff in the organisation.
  3. Communication techniques appropriate to relationship and purpose of interaction are used.
  4. Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people.
Customer preferences, needs and expectations are identified and clarified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer special requirements are identified and where appropriate referred to specialist staff in the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication techniques appropriate to relationship and purpose of interaction are used.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to identified customer needs and expectations.

  1. Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements.
  2. Customer is provided with options and alternatives where appropriate.
  3. Features and benefits of relevant products and services are explained to customers.
  4. Information on special promotions for products and services is provided to customer.
  5. Feedback is sought from customer whether needs and, where practical, expectations have been satisfied.
Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is provided with options and alternatives where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Features and benefits of relevant products and services are explained to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information on special promotions for products and services is provided to customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback is sought from customer whether needs and, where practical, expectations have been satisfied.

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.

Identify customer needs and expectations.

1.1.

Customer preferences, needs and expectations are identified and clarified.

1.2.

Customer special requirements are identified and where appropriate referred to specialist staff in the organisation.

1.3.

Communication techniques appropriate to relationship and purpose of interaction are used.

1.4.

Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people.

2.

Respond to identified customer needs and expectations.

2.1.

Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements.

2.2.

Customer is provided with options and alternatives where appropriate.

2.3.

Features and benefits of relevant products and services are explained to customers.

2.4.

Information on special promotions for products and services is provided to customer.

2.5.

Feedback is sought from customer whether needs and, where practical, expectations have been satisfied.

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.

Identify customer needs and expectations.

1.1.

Customer preferences, needs and expectations are identified and clarified.

1.2.

Customer special requirements are identified and where appropriate referred to specialist staff in the organisation.

1.3.

Communication techniques appropriate to relationship and purpose of interaction are used.

1.4.

Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people.

2.

Respond to identified customer needs and expectations.

2.1.

Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements.

2.2.

Customer is provided with options and alternatives where appropriate.

2.3.

Features and benefits of relevant products and services are explained to customers.

2.4.

Information on special promotions for products and services is provided to customer.

2.5.

Feedback is sought from customer whether needs and, where practical, expectations have been satisfied.

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

The person must also clarify and meet customer needs and expectations in the property industry by responding to the following two different customer service situations:

a single encounter on a one-to-one basis with one internal customer

two or more encounters on a one-to-one basis with one external customer.

In doing the above, the person must:

identify needs and expectations of each customer

deliver a service to both customers in required timeframes

apply knowledge of organisational practices, ethical standards, and legislative requirements associated with meeting customer needs and expectations

locate, interpret and apply relevant product and service information

recommend acceptable options or alternatives to customers, or explain to customers why their needs cannot be met

use communication strategies suited to the customer and service situation.

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

communication strategies to use when establishing and maintaining customer relationships

organisation’s product and service range, sufficient to make choices between different products and services based on identified customer needs and expectations

key requirements of federal, state or territory legislation, codes, standards and local government regulations relating to:

anti-discrimination

consumer protection

environmental issues

financial probity

work health and safety (WHS)

property sales, leasing and management.

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.

Customer must include:

internal and external customers

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities

regular and new customers

those with routine or special requests.

Communication techniques must include:

active listening

giving customers full attention

maintaining eye contact

non-verbal communication, such as body language and personal presentation

speaking clearly and concisely

using appropriate language and tone of voice

using open and closed questions

writing clearly and legibly.

Product and service knowledge must include:

cost of products and services

features and benefits of products and services

legislation impacting on products and services

limits of advice that may be provided on products and services

product and service disclosures

range of products and services

supplier product and service information

timeframe for provision of products and services.