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Evidence Guide: LMTTF3002A - Gain customer acceptance of service proposal

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

 

LMTTF3002A - Gain customer acceptance of service proposal

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

Develop customer proposal

  1. Documentation is reviewed to confirm all required information is available
  2. Customer requirements are established
  3. Products, processes and service for customer are determined
  4. Alternatives are identified
  5. Material and production requirements are determined
  6. Costs are calculated for proposed service
  7. Timing, costs and service are assessed against customer requirements
  8. Proposal is developed and documented for customer
  9. Proposal includes consideration of OHS practices
Documentation is reviewed to confirm all required information is available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requirements are established

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Products, processes and service for customer are determined

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Alternatives are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Material and production requirements are determined

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Costs are calculated for proposed service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Timing, costs and service are assessed against customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proposal is developed and documented for customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proposal includes consideration of OHS practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present proposal to customer

  1. Customer is contacted and proposal presented in person or by other arranged means
  2. Customer is provided with detailed information regarding products, processes, and alternative solutions which could satisfy customer requirements including
  3. Features and benefits of proposal are discussed with the customer
Customer is contacted and proposal presented in person or by other arranged means

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is provided with detailed information regarding products, processes, and alternative solutions which could satisfy customer requirements including

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Features and benefits of proposal are discussed with the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek customer acceptance

  1. Customer approval of proposal is assessed and confirmed
  2. Required changes to the proposal are identified and proposal modified accordingly
  3. Customer acceptance is obtained if possible
Customer approval of proposal is assessed and confirmed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Required changes to the proposal are identified and proposal modified accordingly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer acceptance is obtained if possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm service to be provided

  1. Customer address and contact details are confirmed
  2. Agreement is established with the customer and signature obtained
  3. Time, product and service to be provided are confirmed and delivery arranged
  4. Duplicate of proposal and agreement are provided to customer for future reference
  5. Where applicable, deposit or other payment is obtained from customer or payment is arranged
  6. Customer receipt is provided, noting form of payment
Customer address and contact details are confirmed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agreement is established with the customer and signature obtained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Time, product and service to be provided are confirmed and delivery arranged

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Duplicate of proposal and agreement are provided to customer for future reference

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where applicable, deposit or other payment is obtained from customer or payment is arranged

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer receipt is provided, noting form of payment

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, the Range Statement and the Assessment Guidelines for the Training Package.

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

Demonstrates skills and knowledge to:

interpret customer requirements

provide detailed product information to customer

interpret specifications and instructions for products and materials offered to customers

prepare product and service proposals

prepare installation procedures

discuss service options with customer

arrange and accept payment from customer

document and communicate work related information including product information, customer requirements, installation and operating procedures, costing, and special conditions

Consistently applies skills and knowledge when:

organising work

completing tasks

identifying improvements

using workplace practices

using OHS practices

recording and reporting accidents and incidents

assessing operational readiness of equipment used and work processes

recognising and adapting to cultural differences in the workplace, including modes of behaviour and interactions

completing work systematically with attention to detail without damage to goods and equipment

Context and specific resources for assessment

Assessment may occur on the job or in an appropriately simulated environment and requires access to work areas, materials and equipment, and to information on workplace practices and OHS practices.

Guidance information for assessment

This unit may be assessed independently or in combination with other relevant units.

Required Skills and Knowledge

This describes the essential skills and knowledge and their level required for this unit.

Demonstrates knowledge of:

hazards associated with working at heights

range of products and services offered by the enterprise

principles of operating products and equipment

types of materials and their applications

limitations of canvas and other materials used

types of strengthening and fastenings

service life of different materials

instruments and techniques for measuring

mathematical processes

mathematical formulas (eg areas, volumes)

labour rates and approximate costs of products and materials

power sources such as single phase, three phase, and weather protected outlets

environmental requirements of relevant industry and workplace procedures

general industry housekeeping policies and procedures

OHS practices, including hazard identification and control measures

quality practices

workplace practices

practices for recording and reporting

Demonstrates skills to:

locate and interpret technical information about products, materials, equipment, and operating procedures

greet customer in an appropriate manner

demonstrate product knowledge

identify and confirm customer needs

ask appropriate questions

clarify areas of ambiguity

provide feedback to customer

estimate costs

read, interpret, and follow information on work specifications , standard operating procedures and work instructions, and other reference material

maintain accurate records

communicate within the workplace

sequence operations

meet specifications

clarify and check task-related information

carry out work according to OHS practices

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. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs if the candidate, accessibility of the item, and local industry and regional contexts.

Legislative/regulatory requirements

All work must comply with relevant Federal and State or Territory legislative or regulatory requirements.

Documentation may include

sketches, diagrams and maps

dimensions and measurements

documentation on customer requirements

Customer requirements may include

types of materials

types of products and equipment

operating principles and mechanisms

costs

timelines

colours

size, dimensions, shape

delivery and installation dates

installation procedure to be followed

OHS practices

OHS practices must include hazard identification and control, risk assessment and implementation of risk reduction measures specific to the tasks described by this unit, and may include:

manual handling techniques

standard operating procedures

personal protective equipment

safe materials handling

taking of rest breaks

ergonomic arrangement of workplaces

following marked walkways

safe storage of equipment

housekeeping

reporting accidents and incidents

other OHS practices relevant to the job and enterprise