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Evidence Guide: MTMR305C - Meet customer needs

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

 

MTMR305C - Meet customer needs

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

Provide information on products and services

  1. Customer is accurately and courteously advised on products and services which are relevant to customer requirements.
  2. Information is provided on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate.
  3. Customer is offered alternative products or services, or advice on how to obtain same when requested item is not available.
Customer is accurately and courteously advised on products and services which are relevant to customer requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is provided on handling products, cooking requirements, presentation to the consumer, and a range of catering needs as appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is offered alternative products or services, or advice on how to obtain same when requested item is not available.

Completed
Date:

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Satisfy customer needs

  1. Range of products and services is discussed with customer, which allows for informed decision making by the customer.
  2. Products or services are recommended to meet customer needs.
  3. Products or services are sold in accordance with customer's budget, preferred products and their availability.
Range of products and services is discussed with customer, which allows for informed decision making by the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Products or services are recommended to meet customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Products or services are sold in accordance with customer's budget, preferred products and their availability.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with customer complaints

  1. Complaints and grievances are dealt with courteously and efficiently to the satisfaction of the customer.
  2. Customer complaints referred from other staff are dealt with according to workplace requirements.
Complaints and grievances are dealt with courteously and efficiently to the satisfaction of the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer complaints referred from other staff are dealt with according to workplace requirements.

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, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

The meat industry has specific and clear requirements for evidence. A minimum of three forms of evidence is required to demonstrate competency in the meat industry. This is specifically designed to provide evidence that covers the demonstration in the workplace of all aspects of competency over time.

These requirements are in addition to the requirements for valid, current, authentic and sufficient evidence.

Three forms of evidence means three different kinds of evidence - not three pieces of the same kind. In practice it will mean that most of the unit is covered twice. This increases the legitimacy of the evidence.

All assessment must be conducted against Australian meat industry standards and regulations.

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

Competency must be demonstrated over time and under typical operating conditions for the enterprise.

Where the candidate does not interact with customers in their usual place of work, they must undertake alternative work placement or simulated work experience to meet the requirements of this unit.

Context of, and specific resources for assessment

Assessment must occur in the workplace under normal production conditions.

Method of assessment

Recommended methods of assessment include:

quiz of underpinning knowledge

workplace project

workplace referee or third-party report of performance over time.

Assessment practices should take into account any relevant language or cultural issues related to Aboriginality or Torres Strait Islander, gender, or language backgrounds other than English. Language and literacy demands of the assessment task should not be higher than those of the work role.

Guidance information for assessment

A current list of resources for this unit of competency is available from MINTRAC www.mintrac.com.au or telephone 1800 817 462.

Required Skills and Knowledge

Required skills

Ability to:

apply communication skills appropriate to the task

apply mathematical skills appropriate to the task

demonstrate a variety of sales techniques

explain different methods of cooking, times of cooking, accompanying condiments and presentation of the cooked product

provide accurate advice in a courteous manner to customers on the use of products and services

provide advice on cooking meat products as required

provide clear descriptions and advice to customers, demonstrating use of appropriate language and showing sensitivity to cultural differences

suit advice to customer needs

demonstrate awareness of cultural and ethnic differences and respond appropriately

handle information from external clients with discretion and confidentiality

refer customers to a more experienced team member if unable to meet their needs

demonstrate effective interpersonal skills in providing advice to customers and when handling complaints

work with team members

apply relevant Occupational Health and Safety (OH&S), regulatory and workplace requirements

Required knowledge

Knowledge of:

catering needs, new lines, menus or recipes, portion requirements, cooking, carving and meat presentation

products and services to suit customer needs

methods of cooking, times of cooking, accompanying condiments and presentation of the cooked product

enterprise ethical and customer service standards

relevant OH&S, regulatory and workplace requirements

sources of information to further meet customer needs

products and explain how they may be cooked and served

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. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Cooking requirements may include:

composition of meat

Heart Foundation approved cuts

nutrition

recommended cooking methods

sauces and accompaniments.

Range of catering needs may include:

carving

cooking

meat preparation

menus or recipes

new lines

portion requirements

presentation.

Communication skills may include:

interacting with people from a range of cultural, social and ethnic backgrounds and with colleagues, superiors, customers, clients and external parties

speaking clearly and directly

the use of communications technology

own work and the wider work area

reading and interpreting workplace-documentation.

Mathematical skills and tasks relate to own work and work area problem-solving and monitoring, and may include:

estimating and calculating

the use of calculations and computer software packages

the use of familiar and unfamiliar complex formulas

product formulations and specifications

interpreting and drawing conclusions from a range of simple and complex mathematical tables, charts, bar graphs and pie charts

require monitoring, adjusting and calibrating of formulas, specifications, outputs and equipment

synthesis and analysis of mathematical information from more than one source.

Explanations may:

be presented orally, in writing using standard formats or using a range of communications technology and media

include information from several sources

present information in diagrammatic, tabular, graphic or pictorial formats

require summaries of information for presentation to work colleagues

use workplace, mathematical and technical language.

OH&S requirements may include:

enterprise OH&S policies, procedures and programs

OH&S legal requirements

Personal Protective Equipment (PPE) which may include:

coats and aprons

head-wear

uniforms

work, safety or waterproof footwear

requirements set out in standards and codes of practice.

Regulatory requirements may include:

Export Control Act

federal, state and territory regulations regarding meat processing and food handling

hygiene and sanitation requirements

relevant Australian Standards.

Workplace requirements may include:

enterprise-specific procedures and ethical standards

Standard Operating Procedures (SOPs)

work instructions.