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
What evidence can you provide to prove your understanding of each of the following citeria?
Acknowledge and greet customer
|
|
Customer is politely acknowledged on entering the workplace. Completed |
Evidence:
|
Customer is greeted when first contact is made. Completed |
Evidence:
|
Customer is offered assistance according to workplace requirements. Completed |
Evidence:
|
Establish customer requirements
|
|
Customer requirements are established by questioning, active listening and clarification of customer comments. Completed |
Evidence:
|
Customer needs are acknowledged. Completed |
Evidence:
|
Customer is referred to more experienced staff when specialist advice and/or service and products are required. Completed |
Evidence:
|
Convey a professional image
|
|
Behaviour displayed when serving customer maintains established workplace image. Completed |
Evidence:
|
Take orders courteously and accurately
|
|
Telephone is answered according to workplace requirements. Completed |
Evidence:
|
Orders are taken from customer by phone or face-to-face accurately and according to workplace requirements. Completed |
Evidence:
|
Orders are taken legibly and in the correct format. Completed |
Evidence:
|
Pick up or delivery time is arranged with the customer. Completed |
Evidence:
|
Procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs are implemented. Completed |
Evidence:
|
Refer customer complaints
|
|
Customer complaints are acknowledged and difficulty noted. Completed |
Evidence:
|
Complaints are courteously referred to a more senior staff member or manager. Completed |
Evidence:
|
Receive customer enquiries
|
|
Customer enquiries are received. Completed |
Evidence:
|
Customer enquiries are followed up in accordance with workplace requirements. Completed |
Evidence:
|
Customer is informed in relation to enquiry. Completed |
Evidence:
|
Record information from enquiries
|
|
Information about enquiries is recorded to workplace requirements. Completed |
Evidence:
|