Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SIRXCCS406, 'Provide professional customer service for high value and complex sales'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Reference books for 'Provide professional customer service for high value and complex sales' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
Elements describe the essential outcomes of a unit of competency.
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.
1. Analyse customer expectations of high value sales experiences.
1.1.Review demographics of customer target groups and analyse relevant industry information regarding behaviour and preferences of different demographic groups.
1.2.Analyse organisation’s customer relationship management information to identify customer preferences relating to sales experience.
1.3.Explore personal and team members’ experience and perceptions of customers’ expectations of, and responses to, sales experience.
1.4.Consider findings and record a range of customer expectations of sales experience.
1.5.Consult with relevant staff and select specific customer expectations that the organisation will commit to meeting.
2. Ensure sales environment meet customer expectations.
2.1.Review store environment against selected customer expectations and identify improvements to be implemented in consultation with relevant personnel.
2.2.Review store positioning and promotion in relation to customer expectations and identify and propose improvements in consultation with relevant personnel.
2.3.Review customer service procedures and communication protocols in relation to customer expectations and identify improvements to be implemented in consultation with relevant personnel.
2.4.Participate in implementation of improvements according to workplace requirements.
3. Develop customer service relationships.
3.1.Lead team to review behaviour and preferences of customers and identify responsive customer service strategies.
3.2.Lead team to analyse exemplary sales outcomes and identify positive customer service strategies to be incorporated into store procedures.
3.3.Lead team to analyse customer interactions resulting in non-closure of sales to identify potential strategies to retrieve sales.
3.4.Lead team to research, select and implement strategies to build brand loyalty and repeat business.
3.5.Provide modelling and coaching to team members in closing high value and complex sales.