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
What evidence can you provide to prove your understanding of each of the following citeria?
Communicate face-to-face with customers.
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Maintain a welcoming customer environment that reflects store branding and market position and is in line with store policy and procedures. Completed |
Evidence:
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Greet customer warmly according to store policy and procedures. Completed |
Evidence:
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Create effective service environment through verbal and non verbal interaction according to store policy and procedures. Completed |
Evidence:
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Use questioning and active listening to determine customer needs. Completed |
Evidence:
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Demonstrate confidentiality and tact. Completed |
Evidence:
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Use technology to communicate with customers.
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Answer telephone according to store procedures. Completed |
Evidence:
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Use questioning and active listening to identify caller and establish and confirm requirements. Completed |
Evidence:
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Use telephone system functions according to instructions. Completed |
Evidence:
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Use email, social networking sites and other technologies to receive and process information and customer requests in line with store policy and procedures. Completed |
Evidence:
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Record and promptly pass on messages or information. Completed |
Evidence:
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Inform customer of any problems and relevant action being taken. Completed |
Evidence:
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Perform follow-up action as necessary. Completed |
Evidence:
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Communicate with customers and colleagues from diverse backgrounds.
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Value and treat customers and colleagues from diverse backgrounds with respect and sensitivity. Completed |
Evidence:
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Consider cultural differences in verbal and non verbal communication. Completed |
Evidence:
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Use gestures or simple words to communicate where language barriers exist. Completed |
Evidence:
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Obtain assistance from colleagues or supervisors when required to facilitate communications. Completed |
Evidence:
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Work in a team.
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Demonstrate a courteous and helpful manner at all times. Completed |
Evidence:
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Complete allocated tasks willingly, according to set timeframes. Completed |
Evidence:
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Actively seek or provide assistance by approaching other team members when difficulties arise. Completed |
Evidence:
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Identify and use lines of communication with supervisors and peers according to store policy. Completed |
Evidence:
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Encourage, acknowledge and act upon constructive feedback provided by other team members. Completed |
Evidence:
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Use questioning to minimise misunderstandings. Completed |
Evidence:
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Identify signs of potential workplace conflict wherever possible and take action to resolve the situation using open and respectful communication. Completed |
Evidence:
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Participate in team problem solving. Completed |
Evidence:
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Read and interpret retail documents.
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Identify and list a range of retail documents. Completed |
Evidence:
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Read and interpret information from a range of retail documents. Completed |
Evidence:
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Demonstrate appropriate application of information contained in retail documentation. Completed |
Evidence:
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