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Evidence Guide: SIFXCSS003 - Advise on pre-need funeral and burial products and services

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

 

SIFXCSS003 - Advise on pre-need funeral and burial products and services

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

Identify needs of clients.

  1. Identify particular needs of clients through consultation.
  2. Provide clients with information about the range of pre-need products and services.
  3. Locate information from other sources or refer clients to supervisor, where information is not immediately available.
Identify particular needs of clients through consultation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide clients with information about the range of pre-need products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Locate information from other sources or refer clients to supervisor, where information is not immediately available.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to client needs using sales principles.

  1. Match pre-need products or services to client needs.
  2. Provide information of benefits and features of pre-need product or service to clients.
  3. Provide options and suggestions for personalising products and services.
  4. Identify, monitor and respond to client objections.
  5. Provide information on costs and available financing arrangements.
Match pre-need products or services to client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information of benefits and features of pre-need product or service to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide options and suggestions for personalising products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, monitor and respond to client objections.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on costs and available financing arrangements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise the selection of pre-need products and services.

  1. Confirm client decision.
  2. Identify and access relevant documentation and agreements.
  3. Complete documentation according to workplace policies and procedures.
  4. Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.
  5. Check cash transactions and tender change as required.
  6. Prepare and issue receipts and relevant documents to clients.
  7. File and store documentation according to workplace policies and procedures.
Confirm client decision.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and access relevant documentation and agreements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete documentation according to workplace policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check cash transactions and tender change as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and issue receipts and relevant documents to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

File and store documentation according to workplace policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify needs of clients.

  1. Identify particular needs of clients through consultation.
  2. Provide clients with information about the range of pre-need products and services.
  3. Locate information from other sources or refer clients to supervisor, where information is not immediately available.
Identify particular needs of clients through consultation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide clients with information about the range of pre-need products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Locate information from other sources or refer clients to supervisor, where information is not immediately available.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to client needs using sales principles.

  1. Match pre-need products or services to client needs.
  2. Provide information of benefits and features of pre-need product or service to clients.
  3. Provide options and suggestions for personalising products and services.
  4. Identify, monitor and respond to client objections.
  5. Provide information on costs and available financing arrangements.
Match pre-need products or services to client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information of benefits and features of pre-need product or service to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide options and suggestions for personalising products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, monitor and respond to client objections.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on costs and available financing arrangements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise the selection of pre-need products and services.

  1. Confirm client decision.
  2. Identify and access relevant documentation and agreements.
  3. Complete documentation according to workplace policies and procedures.
  4. Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.
  5. Check cash transactions and tender change as required.
  6. Prepare and issue receipts and relevant documents to clients.
  7. File and store documentation according to workplace policies and procedures.
Confirm client decision.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and access relevant documentation and agreements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete documentation according to workplace policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check cash transactions and tender change as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and issue receipts and relevant documents to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

File and store documentation according to workplace policies and 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 needs of clients.

1.1 Identify particular needs of clients through consultation.

1.2 Provide clients with information about the range of pre-need products and services.

1.3 Locate information from other sources or refer clients to supervisor, where information is not immediately available.

2. Respond to client needs using sales principles.

2.1 Match pre-need products or services to client needs.

2.2 Provide information of benefits and features of pre-need product or service to clients.

2.3 Provide options and suggestions for personalising products and services.

2.4 Identify, monitor and respond to client objections.

2.5 Provide information on costs and available financing arrangements.

3. Finalise the selection of pre-need products and services.

3.1 Confirm client decision.

3.2 Identify and access relevant documentation and agreements.

3.3 Complete documentation according to workplace policies and procedures.

3.4 Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.

3.5 Check cash transactions and tender change as required.

3.6 Prepare and issue receipts and relevant documents to clients.

3.7 File and store documentation according to workplace policies and 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 needs of clients.

1.1 Identify particular needs of clients through consultation.

1.2 Provide clients with information about the range of pre-need products and services.

1.3 Locate information from other sources or refer clients to supervisor, where information is not immediately available.

2. Respond to client needs using sales principles.

2.1 Match pre-need products or services to client needs.

2.2 Provide information of benefits and features of pre-need product or service to clients.

2.3 Provide options and suggestions for personalising products and services.

2.4 Identify, monitor and respond to client objections.

2.5 Provide information on costs and available financing arrangements.

3. Finalise the selection of pre-need products and services.

3.1 Confirm client decision.

3.2 Identify and access relevant documentation and agreements.

3.3 Complete documentation according to workplace policies and procedures.

3.4 Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.

3.5 Check cash transactions and tender change as required.

3.6 Prepare and issue receipts and relevant documents to clients.

3.7 File and store documentation according to workplace policies and procedures.

Evidence of the ability to:

interpret client requirements

apply product knowledge to provide options and suggestions to meet client needs

complete financial arrangements according to relevant legislation, including processing cash and non-cash transactions.

Evidence of performance providing advice to two or more different clients is required to demonstrate consistency of performance and ability to respond to different situations.

Demonstrated knowledge of:

communication techniques used in consulting with clients on products and services, including:

active questioning

active listening

negotiation skills

appropriate choice and use of language

non-verbal communication

range, benefits and features of funeral products and services, including support service options, price, materials and differences between products, including:

funeral arrangements

embalming arrangements

cremation arrangements

burial arrangements

coffins or caskets

coffin or casket accessories

burial plots

mausoleum crypts

headstones

grave markers

urns

nameplates

alternative information sources to expand on product knowledge, including:

past and present staff members

relevant industry associations

books, magazines, newspapers and other references

internet

basic principles and techniques for each stage of the sales process

federal, state or territory, and local government legislation, regulations and codes of practice that may impact on the sale of funeral products and services, including:

Australian Consumer Law (ACL)

Funerals (Pre-paid Money) Act

Consumer Credit Code

Privacy Acts

financial institution requirements, including:

finance approval and processing procedures

credit card approval and processing procedures

cheque acceptance procedures

documentation used in completing sales, including:

contracts of sale

invoices

receipts

financing documentation

workplace policies and procedures in relation to sales services, including financing and financial transaction procedures

social, religious and cultural differences and traditions that impact on advising on funeral and burial products and services

professional funeral services industry parameters and protocols when dealing with the bereaved.