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Evidence Guide: MSTTF3002 - 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

 

MSTTF3002 - 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. Review documentation to confirm all required information is available
  2. Establish customer requirements and determine products, processes and service for customer
  3. Identify alternatives and determine material and production costs
  4. Calculate costs for proposed service
  5. Assess timing, costs and service against customer requirements
  6. Develop proposal and document for customer
Review documentation to confirm all required information is available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish customer requirements and determine products, processes and service for customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify alternatives and determine material and production costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calculate costs for proposed service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess timing, costs and service against customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop proposal and document for customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present proposal to customer

  1. Contact customer and present proposal in person, or by using digital technology or by other arranged means
  2. Provide customer with detailed information regarding products, processes and alternative solutions, which could satisfy customer requirements
  3. Discuss features and benefits of proposal with the customer
Contact customer and present proposal in person, or by using digital technology or by other arranged means

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer with detailed information regarding products, processes and alternative solutions, which could satisfy customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss features and benefits of proposal with the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek customer acceptance

  1. Respond to any customer concerns, seek customer approval and acceptance, and confirm agreement
  2. Identify any required changes to the proposal and modify proposal accordingly
  3. Obtain customer acceptance
Respond to any customer concerns, seek customer approval and acceptance, and confirm agreement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any required changes to the proposal and modify proposal accordingly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain customer acceptance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm service to be provided

  1. Confirm customer address and contact details
  2. Establish agreement with the customer and obtain signature
  3. Confirm time, product and service to be provided and arrange delivery
  4. Provide duplicate of proposal and agreement to customer for future reference
  5. Obtain deposit, where applicable, or arrange other payment from customer
  6. Provide customer receipt and record form of payment
Confirm customer address and contact details

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish agreement with the customer and obtain signature

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm time, product and service to be provided and arrange delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide duplicate of proposal and agreement to customer for future reference

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain deposit, where applicable, or arrange other payment from customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer receipt and record form of payment

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.

1

Develop customer proposal

1.1

Review documentation to confirm all required information is available

1.2

Establish customer requirements and determine products, processes and service for customer

1.3

Identify alternatives and determine material and production costs

1.4

Calculate costs for proposed service

1.5

Assess timing, costs and service against customer requirements

1.6

Develop proposal and document for customer

2

Present proposal to customer

2.1

Contact customer and present proposal in person, or by using digital technology or by other arranged means

2.2

Provide customer with detailed information regarding products, processes and alternative solutions, which could satisfy customer requirements

2.3

Discuss features and benefits of proposal with the customer

3

Seek customer acceptance

3.1

Respond to any customer concerns, seek customer approval and acceptance, and confirm agreement

3.2

Identify any required changes to the proposal and modify proposal accordingly

3.3

Obtain customer acceptance

4

Confirm service to be provided

4.1

Confirm customer address and contact details

4.2

Establish agreement with the customer and obtain signature

4.3

Confirm time, product and service to be provided and arrange delivery

4.4

Provide duplicate of proposal and agreement to customer for future reference

4.5

Obtain deposit, where applicable, or arrange other payment from customer

4.6

Provide customer receipt and record form of payment

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Develop customer proposal

1.1

Review documentation to confirm all required information is available

1.2

Establish customer requirements and determine products, processes and service for customer

1.3

Identify alternatives and determine material and production costs

1.4

Calculate costs for proposed service

1.5

Assess timing, costs and service against customer requirements

1.6

Develop proposal and document for customer

2

Present proposal to customer

2.1

Contact customer and present proposal in person, or by using digital technology or by other arranged means

2.2

Provide customer with detailed information regarding products, processes and alternative solutions, which could satisfy customer requirements

2.3

Discuss features and benefits of proposal with the customer

3

Seek customer acceptance

3.1

Respond to any customer concerns, seek customer approval and acceptance, and confirm agreement

3.2

Identify any required changes to the proposal and modify proposal accordingly

3.3

Obtain customer acceptance

4

Confirm service to be provided

4.1

Confirm customer address and contact details

4.2

Establish agreement with the customer and obtain signature

4.3

Confirm time, product and service to be provided and arrange delivery

4.4

Provide duplicate of proposal and agreement to customer for future reference

4.5

Obtain deposit, where applicable, or arrange other payment from customer

4.6

Provide customer receipt and record form of payment

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria on at least three occasions and include:

reading and following work instructions, standard operating procedures (SOPs), safe work practices

applying relevant standards

establishing customer requirements and determining products, processes and services for customer, on at least three (3) occasions

calculating costs and identifying details of proposed products and services

providing customer with detailed proposal in person, or electronically or other appropriate method

answering customer queries to clarify or amend proposal if required

developing written proposal for customer approval, incorporating all required details, including costs, products and services and timeframe

establishing agreement with the customer and obtaining signature and deposit or arranging other payment

completing required documentation for customer and own workplace according workplace procedures.

Evidence must be provided that demonstrates knowledge of:

safe work practices and procedures and use of personal protective equipment (PPE)

relevant Australian Standards

workplace documentation and procedures for establishing agreements to provide services

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 for area and volume

labour rates and approximate costs of products and materials

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

work health and safety (WHS) and environmental requirements of relevant industry and workplace procedures

general industry housekeeping policies and procedures

WHS practices, including hazard identification and control measures

quality practices

workplace procedures

practices for documenting agreements and recording and reporting provision of products and services.

Range Statement

This field allows for different 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.

Workplace procedures include one or more of the following:

requirements prescribed by legislation, awards, agreements and conditions of employment

standard operating procedures (SOPs)

work instructions

oral, written and visual communication

quality practices, including responsibility for maintenance of own work quality and contribution to quality improvement of team or section output

housekeeping

tasks related to environmental protection, waste disposal, pollution control and recycling

work health and safety (WHS) practices

Australian Standards include:

the relevant industry or Australian Standards that are current at the time this unit is being undertaken

Documentation includes one or more of the following:

sketches, diagrams and maps

dimensions and measurements

documentation on customer requirements

Customer requirements include one or more of the following:

types of materials

types of products and equipment

operating principles and mechanisms

costs

timelines

colours

size, dimensions and shape

delivery and installation dates

installation procedure to be followed

WHS practices

WHS practices include hazard identification and control, risk assessment and implementation of risk reduction measures specific to the tasks described by this unit, and include one or more of the following:

manual handling techniques

SOPs

personal protective equipment (PPE)

safe materials handling

taking of rest breaks

ergonomic arrangement of workplaces

following marked walkways

safe storage of equipment

housekeeping

reporting accidents and incidents

environmental practices