NTISthis.com

Evidence Guide: SIRXPDK001 - Advise on 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

 

SIRXPDK001 - Advise on products and services

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

Develop product and service knowledge.

  1. Identify and access sources of information on products and services.
  2. Interpret information about availability, features and benefits of products and services.
  3. Compare products and services based on product information.
  4. Identify and use opportunities to update knowledge for the product and service range.
Identify and access sources of information on products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret information about availability, features and benefits of products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Compare products and services based on product information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use opportunities to update knowledge for the product and service range.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer requests.

  1. Answer customer questions about products and services with current and accurate information.
  2. Use questions to clarify customer information needs.
  3. Explain product and service details using clear communication.
  4. Source additional information when answer to customer request is unknown or refer to relevant colleagues.
Answer customer questions about products and services with current and accurate information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use questions to clarify customer information needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain product and service details using clear communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source additional information when answer to customer request is unknown or refer to relevant colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enhance information provided.

  1. Identify situations where additional information may assist the customer.
  2. Advise on alternative products or services that may meet customer needs when requested item is not available.
  3. Recommend complementary products, specials, new lines and promotions to customers according to their needs.
Identify situations where additional information may assist the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise on alternative products or services that may meet customer needs when requested item is not available.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend complementary products, specials, new lines and promotions to customers according to their needs.

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. Develop product and service knowledge.

1.1.Identify and access sources of information on products and services.

1.2.Interpret information about availability, features and benefits of products and services.

1.3.Compare products and services based on product information.

1.4.Identify and use opportunities to update knowledge for the product and service range.

2. Respond to customer requests.

2.1.Answer customer questions about products and services with current and accurate information.

2.2.Use questions to clarify customer information needs.

2.3.Explain product and service details using clear communication.

2.4.Source additional information when answer to customer request is unknown or refer to relevant colleagues.

3. Enhance information provided.

3.1.Identify situations where additional information may assist the customer.

3.2.Advise on alternative products or services that may meet customer needs when requested item is not available.

3.3.Recommend complementary products, specials, new lines and promotions to customers according to their needs.

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. Develop product and service knowledge.

1.1.Identify and access sources of information on products and services.

1.2.Interpret information about availability, features and benefits of products and services.

1.3.Compare products and services based on product information.

1.4.Identify and use opportunities to update knowledge for the product and service range.

2. Respond to customer requests.

2.1.Answer customer questions about products and services with current and accurate information.

2.2.Use questions to clarify customer information needs.

2.3.Explain product and service details using clear communication.

2.4.Source additional information when answer to customer request is unknown or refer to relevant colleagues.

3. Enhance information provided.

3.1.Identify situations where additional information may assist the customer.

3.2.Advise on alternative products or services that may meet customer needs when requested item is not available.

3.3.Recommend complementary products, specials, new lines and promotions to customers according to their needs.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret sources of information on four different products or services

respond to four different customer inquiries for product or service information that individually or cumulatively require provision of information on all of the following:

features and benefits

price

alternative products or services

complementary products or services.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

interactions with customers

product or service pricing

basic key aspects of legislation that impact provision of information for the product or service range:

Australian Consumer Law

product or service specific legislation

interpersonal communication techniques:

active listening and questioning

communication methods which convey information clearly and concisely

product and service information for the product or service range:

features and benefits

price

care and handling of products

availability

storage requirements, shelf life and use by date

warranties

ingredients or materials contained in product

origins

alternative products and services

complementary products and services.