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Evidence Guide: SIRXCOM202 - Communicate with customers using technologies

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!

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SIRXCOM202 - Communicate with customers using technologies

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

Clarify procedures for customer contact using technologies.

  1. Identify and review organisational information relating to the use of technologies for communicating with customers.
  2. Identify personal responsibility and limitations in relation to communication with customers using technologies.
  3. Identify protocols for collecting customer data to facilitate communication using technologies.
  4. Identify protocols for nature and frequency of customer contact using different types of technologies.
Identify and review organisational information relating to the use of technologies for communicating with customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal responsibility and limitations in relation to communication with customers using technologies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify protocols for collecting customer data to facilitate communication using technologies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify protocols for nature and frequency of customer contact using different types of technologies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Operate technologies.

  1. Identify procedures for operation of technologies and associated applications.
  2. Test operation of technologies and associated applications and apply protocols in line with nature of customer contact.
  3. Obtain and apply feedback from relevant staff on operation of technologies.
Identify procedures for operation of technologies and associated applications.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Test operation of technologies and associated applications and apply protocols in line with nature of customer contact.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain and apply feedback from relevant staff on operation of technologies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote customer communication using technologies.

  1. Develop relationships with customers to identify scope for communication using technologies.
  2. Explain benefits of communication using technologies relevant to customers.
  3. Collect required customer data for communication using technologies.
  4. Process customer data according to workplace procedures.
Develop relationships with customers to identify scope for communication using technologies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain benefits of communication using technologies relevant to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect required customer data for communication using technologies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer data according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact customers.

  1. Contact customers using technologies according to workplace procedures.
  2. Obtain feedback from customers on communication using technologies according to workplace requirements.
  3. Consider and discuss potential for improvement of customer communications with relevant staff.
  4. Apply suggested improvements to improve customer communications.
Contact customers using technologies according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain feedback from customers on communication using technologies according to workplace requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider and discuss potential for improvement of customer communications with relevant staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply suggested improvements to improve customer communications.

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:

adheres to organisational protocols for customer contact using technologies

promotes benefits of communication to relevant customers using technologies

communicates with a range of customers using a range of technologies

obtains and implements feedback on communication procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated retail work environment

range of technologies used by the organisation for customer contact

new and repeat customers

organisational policies and operating guidelines relating to the use of technologies, including protocols for:

collecting and using customer data

nature and frequency of customer contact using different technologies.

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

a 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 relating to information and procedures

develop relationships with customers

explain use of technologies to customers

share information

use and interpret non-verbal communication

use language and concepts appropriate to cultural differences

literacy skills to find, read and record information

planning and organising skills to:

collect and collate information

schedule and complete tasks

set and meet timeframes

technology skills to operate communication technologies

Required knowledge

scope of organisation’s sales and services

types of technology and their application to retail industry

workplace procedures relating to:

collection of customer data

customer service

operation of technologies

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.

Organisational information may include:

mission, values and goals of business

product and service details

workplace procedures.

Technologies may include:

mobile phone technologies and programs

web technologies and programs

wireless technologies and programs.

Customer data may include:

name

address

mobile phone number

email address

social networking contact details.

Nature and frequency of customer contactmay include:

limitations on the number of contacts in a given time period

prescribed content of typical messages

prescribed timeframes for contacts

style guide for content of communications.