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Evidence Guide: FWPCOT3269 - Provide specialised timber product solutions

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

 

FWPCOT3269 - Provide specialised timber product solutions

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

Develop complete customer solutions

  1. Establish and clarify scope of work with customer/client, including intended application and environment, and the critical integrity of the structure.
  2. Identify suitable products by accessing relevant sources of information.
  3. Convey detailed features, specifications, benefits, impacts of different product options and fixing/construction issues to customer/client to assist buying decisions.
  4. Accurately determine product quantities and pricing according to customer/client requirements.
  5. Provide customer/client with accurate product warranty, payment options, delivery, inclusions and other relevant sale-related information.
Establish and clarify scope of work with customer/client, including intended application and environment, and the critical integrity of the structure.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify suitable products by accessing relevant sources of information.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Convey detailed features, specifications, benefits, impacts of different product options and fixing/construction issues to customer/client to assist buying decisions.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Accurately determine product quantities and pricing according to customer/client requirements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide customer/client with accurate product warranty, payment options, delivery, inclusions and other relevant sale-related information.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Conduct merchandising activities within legislative, design and organisational systems

  1. Interpret and apply legislative, design and organisational system requirements to work activities.
  2. Follow the processes and procedures that deliver products safely to the customer and which are fit for purpose.
  3. Ensure recommendations comply with legislative, design and building code requirements.
  4. Interpret and communicate specific fitting and installation instructions or recommendations to customers/clients.
Interpret and apply legislative, design and organisational system requirements to work activities.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Follow the processes and procedures that deliver products safely to the customer and which are fit for purpose.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure recommendations comply with legislative, design and building code requirements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Interpret and communicate specific fitting and installation instructions or recommendations to customers/clients.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Manage customer relations

  1. Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet customer service standards.
  2. Ensure effective interpersonal techniques are applied to client interactions.
  3. Contribute to the development, refinement and improvement of customer service standards, policies and processes.
  4. Identify customer service problems and make or recommend adjustments to maintain and improve quality of customer service.
Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet customer service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure effective interpersonal techniques are applied to client interactions.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute to the development, refinement and improvement of customer service standards, policies and processes.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify customer service problems and make or recommend adjustments to maintain and improve quality of customer service.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Select wood and timber for different applications

  1. Relate properties, characteristics, features, grade, and treatments of wood and timber products to a range of domestic and commercial applications.
  2. Select the most appropriate wood and timber products to suit customer installation and construction and cross-trade requirements, and end use.
  3. Confirm selections with manufacturer data and recommended applications.
  4. Obtain specialist licensed trade installation information from customer and relate to product selection to ensure product integrity is maintained.
  5. Provide detailed installation requirements for timber products to timber trade, cross-trade, retail and end use customers.
Relate properties, characteristics, features, grade, and treatments of wood and timber products to a range of domestic and commercial applications.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Select the most appropriate wood and timber products to suit customer installation and construction and cross-trade requirements, and end use.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Confirm selections with manufacturer data and recommended applications.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Obtain specialist licensed trade installation information from customer and relate to product selection to ensure product integrity is maintained.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide detailed installation requirements for timber products to timber trade, cross-trade, retail and end use customers.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Research and apply new developments in wood, timber and related products

  1. Use business technologies and networks to access, monitor and select information according to organisation requirements.
  2. Identify emerging wood and timber technology trends, their uses, impacts and benefits.
  3. Assess the value of new technologies, services and products to the organisation and marketplace, including ways to promote and advance both organisation and industry.
  4. Communicate new innovations that may suit end user applications to staff, colleagues and customers.
Use business technologies and networks to access, monitor and select information according to organisation requirements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify emerging wood and timber technology trends, their uses, impacts and benefits.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assess the value of new technologies, services and products to the organisation and marketplace, including ways to promote and advance both organisation and industry.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate new innovations that may suit end user applications to staff, colleagues and customers.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

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. Develop complete customer solutions

1.1 Establish and clarify scope of work with customer/client, including intended application and environment, and the critical integrity of the structure.

1.2 Identify suitable products by accessing relevant sources of information.

1.3 Convey detailed features, specifications, benefits, impacts of different product options and fixing/construction issues to customer/client to assist buying decisions.

1.4 Accurately determine product quantities and pricing according to customer/client requirements.

1.5 Provide customer/client with accurate product warranty, payment options, delivery, inclusions and other relevant sale-related information.

2. Conduct merchandising activities within legislative, design and organisational systems

2.1 Interpret and apply legislative, design and organisational system requirements to work activities.

2.2 Follow the processes and procedures that deliver products safely to the customer and which are fit for purpose.

2.3 Ensure recommendations comply with legislative, design and building code requirements.

2.4 Interpret and communicate specific fitting and installation instructions or recommendations to customers/clients.

3. Manage customer relations

3.1 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet customer service standards.

3.2 Ensure effective interpersonal techniques are applied to client interactions.

3.3 Contribute to the development, refinement and improvement of customer service standards, policies and processes.

3.4 Identify customer service problems and make or recommend adjustments to maintain and improve quality of customer service.

4. Select wood and timber for different applications

4.1 Relate properties, characteristics, features, grade, and treatments of wood and timber products to a range of domestic and commercial applications.

4.2 Select the most appropriate wood and timber products to suit customer installation and construction and cross-trade requirements, and end use.

4.3 Confirm selections with manufacturer data and recommended applications.

4.4 Obtain specialist licensed trade installation information from customer and relate to product selection to ensure product integrity is maintained.

4.5 Provide detailed installation requirements for timber products to timber trade, cross-trade, retail and end use customers.

5. Research and apply new developments in wood, timber and related products

5.1 Use business technologies and networks to access, monitor and select information according to organisation requirements.

5.2 Identify emerging wood and timber technology trends, their uses, impacts and benefits.

5.3 Assess the value of new technologies, services and products to the organisation and marketplace, including ways to promote and advance both organisation and industry.

5.4 Communicate new innovations that may suit end user applications to staff, colleagues and customers.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

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. Develop complete customer solutions

1.1 Establish and clarify scope of work with customer/client, including intended application and environment, and the critical integrity of the structure.

1.2 Identify suitable products by accessing relevant sources of information.

1.3 Convey detailed features, specifications, benefits, impacts of different product options and fixing/construction issues to customer/client to assist buying decisions.

1.4 Accurately determine product quantities and pricing according to customer/client requirements.

1.5 Provide customer/client with accurate product warranty, payment options, delivery, inclusions and other relevant sale-related information.

2. Conduct merchandising activities within legislative, design and organisational systems

2.1 Interpret and apply legislative, design and organisational system requirements to work activities.

2.2 Follow the processes and procedures that deliver products safely to the customer and which are fit for purpose.

2.3 Ensure recommendations comply with legislative, design and building code requirements.

2.4 Interpret and communicate specific fitting and installation instructions or recommendations to customers/clients.

3. Manage customer relations

3.1 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet customer service standards.

3.2 Ensure effective interpersonal techniques are applied to client interactions.

3.3 Contribute to the development, refinement and improvement of customer service standards, policies and processes.

3.4 Identify customer service problems and make or recommend adjustments to maintain and improve quality of customer service.

4. Select wood and timber for different applications

4.1 Relate properties, characteristics, features, grade, and treatments of wood and timber products to a range of domestic and commercial applications.

4.2 Select the most appropriate wood and timber products to suit customer installation and construction and cross-trade requirements, and end use.

4.3 Confirm selections with manufacturer data and recommended applications.

4.4 Obtain specialist licensed trade installation information from customer and relate to product selection to ensure product integrity is maintained.

4.5 Provide detailed installation requirements for timber products to timber trade, cross-trade, retail and end use customers.

5. Research and apply new developments in wood, timber and related products

5.1 Use business technologies and networks to access, monitor and select information according to organisation requirements.

5.2 Identify emerging wood and timber technology trends, their uses, impacts and benefits.

5.3 Assess the value of new technologies, services and products to the organisation and marketplace, including ways to promote and advance both organisation and industry.

5.4 Communicate new innovations that may suit end user applications to staff, colleagues and customers.

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria and foundation skills of this unit. If a specific volume or frequency is not stated below, then evidence must be provided that the following requirements have been performed on at least one occasion:

provide accurate and detailed information about wood and timber products to customers/clients

develop solutions based on customer requirements, including:

appropriate wood and timber product selection

design/utility issues

product handling

fixing/installation and treatment requirements and issues

quantities

pricing

warranties

conduct merchandising activities within legislative, certification and design systems, including WH&S, environmental, quality, design, chain of custody systems and organisational systems

advise customer from sketches and diagrams and technical specifications

effectively manage customer relations

monitor sales process to improve customer satisfaction

access and interpret standards, reference documents, supplier specifications and related information to select suitable products

select wood and timber and related products to suit trade and end user requirements

keep up to date on emerging wood and timber technology applications and services.

A person competent in this unit must be able to demonstrate knowledge of:

common and specialised wood, timber and related products for domestic and commercial use

properties, characteristics, features, grades and benefits of wood, timber and related products

different timber treatments, suitable applications and impacts of different product options

product fixing/construction and cross-trade issues, including fixing options, pre-priming of hardwood, moisture protection for H3, design for moisture shedding, colour or finish.

sales-related information including pricing, warranty, payment options, delivery options

specialist licensed trade installation information that impacts on product selection

aspects of legislative, certification and design systems applicable to merchandising activities, including Workplace Health and Safety (WHS), environmental, design, chain of custody, organisational and reporting/record keeping requirements

principles and practices for effective customer relationship management

effective interpersonal communication techniques

sources to access information on new and emerging technologies and products.

Range Statement

Not Applicable