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Evidence Guide: SIRXCCS002A - Interact with customers

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

 

SIRXCCS002A - Interact with customers

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

Deliver service to customers.

  1. Conduct communication with customers in a professional, courteous manner according to store policy.
  2. Meet customer needs and reasonable requests or refer to supervisor according to store policy and legislative requirements.
  3. Record customer details and information where necessary.
  4. Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction.
  5. Recognise and act upon opportunities to deliver additional levels of service beyond the customer's immediate request.
  6. Maintain contact with customer until sale is completed according to store policy.
  7. Farewell customer appropriately and courteously according to store policy.
  8. Use verbal and non-verbal communication to develop rapport with customers during service delivery.
  9. Encourage repeat customers by promotion of appropriate services or products according to store policy.
  10. Process customer returns or refunds according to store policy and procedures.
Conduct communication with customers in a professional, courteous manner according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Meet customer needs and reasonable requests or refer to supervisor according to store policy and legislative requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record customer details and information where necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise and act upon opportunities to deliver additional levels of service beyond the customer's immediate request.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain contact with customer until sale is completed according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Farewell customer appropriately and courteously according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use verbal and non-verbal communication to develop rapport with customers during service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage repeat customers by promotion of appropriate services or products according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer returns or refunds according to store policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints.

  1. Convey a positive, helpful attitude to customers when handling complaints according to store policy.
  2. Handle complaints sensitively, courteously and with discretion.
  3. Establish and confirm with customer nature of complaint by active listening and questioning.
  4. Take action to resolve complaint to customers' satisfaction wherever possible.
  5. Promptly refer unresolved customer dissatisfaction or complaints to supervisor.
  6. Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customers according to store policy.
  7. Complete documentation regarding customer dissatisfaction or complaints accurately and legibly.
  8. Take follow-up action as necessary to ensure customer satisfaction.
Convey a positive, helpful attitude to customers when handling complaints according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle complaints sensitively, courteously and with discretion.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and confirm with customer nature of complaint by active listening and questioning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take action to resolve complaint to customers' satisfaction wherever possible.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly refer unresolved customer dissatisfaction or complaints to supervisor.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customers according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete documentation regarding customer dissatisfaction or complaints accurately and legibly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take follow-up action as necessary to ensure customer satisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive and process sales orders.

  1. Record customers' details and information accurately.
  2. Promptly refer customers to appropriate area as required.
  3. Provide customers with information in clear, concise manner.
  4. Process, record and act upon sales orders according to store policy.
Record customers' details and information accurately.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly refer customers to appropriate area as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customers with information in clear, concise manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process, record and act upon sales orders according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify special customer requirements.

  1. Promptly identify customers with special needs or requirements by observation and questioning.
  2. Verbally and non-verbally convey a willingness to assist.
  3. Promptly service, refer or redirect customers' needs as required.
Promptly identify customers with special needs or requirements by observation and questioning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Verbally and non-verbally convey a willingness to assist.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly service, refer or redirect customers' needs as required.

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

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

Evidence of the following is essential:

consistently applies store policy and procedures and industry codes of practice in regard to customer service

provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure

accurately identifies the nature of customer complaints, resolves complaints and provides service to customers according to store policies

uses effective questioning, active listening and observation skills to identify special customer requirements

accesses, records and processes sales orders accurately and responsibly according to store policy and procedures

collaboratively works within a team to meet customers' needs.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

sales order forms

complaint and return forms

stock, inventory and price lists

store policy and procedures manuals

a range of customers with different requirements

point-of-sale equipment and materials

a communication system or a range of communication equipment.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

a role play

third-party reports from a supervisor

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SIRXCCS001A Apply point-of-sale handling procedures

SIRXRSK001A Minimise theft

SIRXINV001A Perform stock control procedures

SIRXFIN001A Balance point-of-sale terminal.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

greeting and farewelling techniques

add-on selling concepts

literacy skills in the following areas:

written procedures for orders, in person, by telephone or in electronic format

message taking in person or by telephone

written record of complaints

sales, stock and delivery documentation

numeracy skills in regard to:

handling of tender

weighing and measuring goods.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

customer service

dealing with customer complaints

allocated duties and responsibilities

customer returns and refunds

lay-by, gift voucher and rain-check procedures

merchandise and service range of store departments

location of store departments

functions and procedures for operating the store telephone system and other communication equipment and the relevant numbers

relevant legislation and statutory requirements

relevant industry codes of practice

relevant OHS requirements

questioning and active listening

conflict resolution

following set routines and procedures

handling difficult or abusive customers.

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 in the performance criteria is detailed below.

Communication techniques may include:

using open and inclusive language

speaking clearly and concisely

using appropriate language

non-verbal communication

face-to-face or telephone contact with customers.

Customers may include:

new or repeat contacts

internal and external contacts

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Store policy may relate to:

customer service

dealing with customer complaints

processing sales orders

cash handling.

Customer needs may include:

information regarding store facilities and services

location of specific items within the store

product information

returns or refunds.

Legislative requirements may include:

Trade Practices Act

tobacco laws

lottery legislation

liquor licensing regulations

sale of X and R rated products

sale of second-hand goods

trading hours

transport, storage and handling of goods.

Service may include:

all store activities

internal and external customers

follow up in event of delays in service provision.

Complaints may relate to:

service

products

prices.

Follow-up action may require:

verbal and non-verbal communication with:

customers

staff

supervisors and management

suppliers

recommendations to supervisor regarding policy and procedure development or alteration.

Sales orders may be:

verbal

written

electronic.