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Evidence Guide: SFLSOP009 - Sell floristry products

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

 

SFLSOP009 - Sell floristry products

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

Identify customer needs.

  1. Identify specific customer needs and preferences, including cultural needs and expectations.
  2. Identify any customer requirements which breach ethical, legal or confidentiality commitments.
  3. Establish rapport with customer to promote goodwill and trust.
Identify specific customer needs and preferences, including cultural needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any customer requirements which breach ethical, legal or confidentiality commitments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish rapport with customer to promote goodwill and trust.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest products to meet customer needs.

  1. Use product knowledge to tailor product options to specific customer needs.
  2. Suggest product and service options according to current promotional focus of the organisation.
  3. Seek information on competitor product range and use to offer comparisons.
  4. Suggest additional products and options to enhance customer request and maximise profitability of sale.
  5. Source additional information to meet specific customer needs.
Use product knowledge to tailor product options to specific customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest product and service options according to current promotional focus of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek information on competitor product range and use to offer comparisons.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest additional products and options to enhance customer request and maximise profitability of sale.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source additional information to meet specific customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide product information and advice.

  1. Provide current and accurate product information and advice in a timely manner.
  2. Suggest alternative products and services if desired products are unavailable.
  3. Present all options promptly in a clear format and style.
  4. Disclose and ensure customer understanding of sales, product coordination and delivery fees.
  5. Provide appropriate scope and depth of information to meet customer needs.
Provide current and accurate product information and advice in a timely manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest alternative products and services if desired products are unavailable.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present all options promptly in a clear format and style.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Disclose and ensure customer understanding of sales, product coordination and delivery fees.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide appropriate scope and depth of information to meet customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sell products.

  1. Clearly explain and promote product features and benefits.
  2. Provide additional information to address customer questions and objections.
  3. Select and use techniques at appropriate time to close sale.
  4. Identify and act on opportunities to enhance service quality.
Clearly explain and promote product features and benefits.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide additional information to address customer questions and objections.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and use techniques at appropriate time to close sale.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and act on opportunities to enhance service quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up sales opportunities.

  1. Make follow up contact with customer if appropriate.
  2. Provide any required after sales service according to organisational procedures.
Make follow up contact with customer if appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide any required after sales service according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs.

  1. Identify specific customer needs and preferences, including cultural needs and expectations.
  2. Identify any customer requirements which breach ethical, legal or confidentiality commitments.
  3. Establish rapport with customer to promote goodwill and trust.
Identify specific customer needs and preferences, including cultural needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any customer requirements which breach ethical, legal or confidentiality commitments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish rapport with customer to promote goodwill and trust.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest products to meet customer needs.

  1. Use product knowledge to tailor product options to specific customer needs.
  2. Suggest product and service options according to current promotional focus of the organisation.
  3. Seek information on competitor product range and use to offer comparisons.
  4. Suggest additional products and options to enhance customer request and maximise profitability of sale.
  5. Source additional information to meet specific customer needs.
Use product knowledge to tailor product options to specific customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest product and service options according to current promotional focus of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek information on competitor product range and use to offer comparisons.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest additional products and options to enhance customer request and maximise profitability of sale.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source additional information to meet specific customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide product information and advice.

  1. Provide current and accurate product information and advice in a timely manner.
  2. Suggest alternative products and services if desired products are unavailable.
  3. Present all options promptly in a clear format and style.
  4. Disclose and ensure customer understanding of sales, product coordination and delivery fees.
  5. Provide appropriate scope and depth of information to meet customer needs.
Provide current and accurate product information and advice in a timely manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest alternative products and services if desired products are unavailable.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present all options promptly in a clear format and style.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Disclose and ensure customer understanding of sales, product coordination and delivery fees.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide appropriate scope and depth of information to meet customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sell products.

  1. Clearly explain and promote product features and benefits.
  2. Provide additional information to address customer questions and objections.
  3. Select and use techniques at appropriate time to close sale.
  4. Identify and act on opportunities to enhance service quality.
Clearly explain and promote product features and benefits.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide additional information to address customer questions and objections.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and use techniques at appropriate time to close sale.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and act on opportunities to enhance service quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up sales opportunities.

  1. Make follow up contact with customer if appropriate.
  2. Provide any required after sales service according to organisational procedures.
Make follow up contact with customer if appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide any required after sales service according to organisational procedures.

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.

1. Identify customer needs.

1.1 Identify specific customer needs and preferences, including cultural needs and expectations.

1.2 Identify any customer requirements which breach ethical, legal or confidentiality commitments.

1.3 Establish rapport with customer to promote goodwill and trust.

2. Suggest products to meet customer needs.

2.1 Use product knowledge to tailor product options to specific customer needs.

2.2 Suggest product and service options according to current promotional focus of the organisation.

2.3 Seek information on competitor product range and use to offer comparisons.

2.4 Suggest additional products and options to enhance customer request and maximise profitability of sale.

2.5 Source additional information to meet specific customer needs.

3. Provide product information and advice.

3.1 Provide current and accurate product information and advice in a timely manner.

3.2 Suggest alternative products and services if desired products are unavailable.

3.3 Present all options promptly in a clear format and style.

3.4 Disclose and ensure customer understanding of sales, product coordination and delivery fees.

3.5 Provide appropriate scope and depth of information to meet customer needs.

4. Sell products.

4.1 Clearly explain and promote product features and benefits.

4.2 Provide additional information to address customer questions and objections.

4.3 Select and use techniques at appropriate time to close sale.

4.4 Identify and act on opportunities to enhance service quality.

5. Follow up sales opportunities.

5.1 Make follow up contact with customer if appropriate.

5.2 Provide any required after sales service according to organisational procedures.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Identify customer needs.

1.1 Identify specific customer needs and preferences, including cultural needs and expectations.

1.2 Identify any customer requirements which breach ethical, legal or confidentiality commitments.

1.3 Establish rapport with customer to promote goodwill and trust.

2. Suggest products to meet customer needs.

2.1 Use product knowledge to tailor product options to specific customer needs.

2.2 Suggest product and service options according to current promotional focus of the organisation.

2.3 Seek information on competitor product range and use to offer comparisons.

2.4 Suggest additional products and options to enhance customer request and maximise profitability of sale.

2.5 Source additional information to meet specific customer needs.

3. Provide product information and advice.

3.1 Provide current and accurate product information and advice in a timely manner.

3.2 Suggest alternative products and services if desired products are unavailable.

3.3 Present all options promptly in a clear format and style.

3.4 Disclose and ensure customer understanding of sales, product coordination and delivery fees.

3.5 Provide appropriate scope and depth of information to meet customer needs.

4. Sell products.

4.1 Clearly explain and promote product features and benefits.

4.2 Provide additional information to address customer questions and objections.

4.3 Select and use techniques at appropriate time to close sale.

4.4 Identify and act on opportunities to enhance service quality.

5. Follow up sales opportunities.

5.1 Make follow up contact with customer if appropriate.

5.2 Provide any required after sales service according to organisational procedures.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

sell these types of floristry products:

one ancillary merchandise item

one cash and carry arrangement

one display or stock item

sell floristry products to these customer types:

one customer purchasing custom made floristry products for a special occasion

one customer purchasing custom made gifts for annual celebratory days

one customer with special language or cultural needs.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sales techniques:

opening techniques

recognising buying signals

strategies to focus customer on specific products and services

selling intangible products

selling add ons and complementary products

overcoming customer objections

closing techniques

general characteristics of the main social and cultural groups in Australian society and key aspects of their cultural and religious protocols and preferences for flowers, plant materials and designs

key features of competitor product range and similarities and differences with the products and services sold by the organisation

ethical considerations for the sale of floristry products and responsible actions with particular emphasis on these circumstances:

non-disclosure of purchaser to recipient for anonymity of gift giver

known or published requests by those holding a funeral for non-receipt of flowers

non-receipt policy for institutions

primary components of consumer protection laws that relate to selling floristry products especially organisational responsibility for supplying products as described or substituting suitable products when unable

primary components of privacy law and actions that floristry business must take to protect privacy of customer information

a range of formats for and inclusions of information presented to customers.