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Evidence Guide: SIRXCCS203 - Promote loyalty programs

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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

 

SIRXCCS203 - Promote loyalty programs

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

Clarify details of loyalty programs.

  1. Identify and review organisational information relating to loyalty programs.
  2. Identify customer eligibility criteria and benefits for different loyalty programs.
  3. Identify specific terms and conditions of different loyalty programs.
Identify and review organisational information relating to loyalty programs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer eligibility criteria and benefits for different loyalty programs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify specific terms and conditions of different loyalty programs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote participation in loyalty programs.

  1. Develop relationships with customers to identify eligibility for different loyalty programs.
  2. Explain benefits, terms and conditions of loyalty programs to eligible customers.
  3. Assist customers with loyalty program enrolment documentation.
  4. Process loyalty program documentation according to workplace procedures.
Develop relationships with customers to identify eligibility for different loyalty programs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain benefits, terms and conditions of loyalty programs to eligible customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers with loyalty program enrolment documentation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process loyalty program documentation according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer loyalty rewards.

  1. Identify personal responsibility and limitations in relation to offering rewards for customer loyalty.
  2. Identify, and develop relationships with, regular customers and offer appropriate rewards for repeat business according to store policies.
  3. Identify, and develop relationships with, new repeat customers and offer appropriate rewards for repeat business according to store policies.
Identify personal responsibility and limitations in relation to offering rewards for customer loyalty.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, and develop relationships with, regular customers and offer appropriate rewards for repeat business according to store policies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, and develop relationships with, new repeat customers and offer appropriate rewards for repeat business according to store policies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review customer responses to loyalty programs.

  1. Consider outcomes of loyalty program promotion to eligible customers and discuss potential for improvement with relevant staff.
  2. Consider outcomes of offers of loyalty rewards to regular and new repeat customers and discuss potential for improvement with relevant staff.
  3. Apply suggested improvements to build customer loyalty as directed by relevant staff.
Consider outcomes of loyalty program promotion to eligible customers and discuss potential for improvement with relevant staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider outcomes of offers of loyalty rewards to regular and new repeat customers and discuss potential for improvement with relevant staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply suggested improvements to build customer loyalty as directed by relevant staff.

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.

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

Evidence of the following is essential:

identifies eligibility, benefits, terms and conditions of different loyalty programs

explains loyalty programs to eligible customers

assists customers in completing and processing loyalty program documentation

offers formal and informal rewards to customers within scope and limitation of own role

suggests improvements to loyalty programs and implements changes as directed.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated retail work environment

an organisational loyalty program, including:

customer eligibility criteria

customer benefits

customer promotional information

program operating guidelines for staff

specific terms and conditions

new and repeat customers.

Method 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

role play

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.

Guidance information for assessment

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

Required Skills and Knowledge

Required skills

communication and interpersonal skills to:

ask questions and listen actively

establish rapport and develop trust

inform customers

share information

use and interpret non-verbal communication

use language and concepts appropriate to cultural differences

literacy skills to:

assist with completion of documentation

interpret procedures

self-management skills to follow set routines and procedures

technical skills to operate store equipment

Required knowledge

functions and procedures for operating store equipment

location of stores or store departments

merchandise and service range of store departments

relevant legislation, statutory requirements and codes of practice relating to the retail industry, including work health and safety (WHS)

store policy and procedures in regard to:

customer service

loyalty programs

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 individual, accessibility of the item, and local industry and regional contexts) may also be included.

Loyalty programs may include:

cash back cards

exclusive events or services

instant rewards cards

loyalty points cards

VIP member cards

vouchers.

Developing relationships with customers may include:

active listening

developing trust

encouraging expression of preferences

establishing rapport

face-to-face or telephone contact with customers

nonverbal communication

speaking clearly and concisely

using language that is appropriate, open and inclusive.

Rewards for customer loyaltymay include:

discounted prices

free gifts

invitations to special events.