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 SIRXSLS406, 'Manage sales and service delivery'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Reference books for 'Manage sales and service delivery' 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. Establish and respond to customer requirements.
1.1.Plan and develop strategies to enhance provision of customer service according to store policy.
1.2.Research and analyse customer needs in regard to local geographic and cultural issues.
1.3.Resolve customer complaints referred by staff, according to store policy.
1.4.Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.
1.5.Encourage staff to take responsibility for meeting customer requirements.
1.6.Seek and use feedback from customers to improve future operations.
2. Monitor, maintain and improve sales and service delivery.
2.1.Implement, communicate and review policies and procedures for sales and service delivery on a regular basis.
2.2.Maintain adequate resource allocation for client service provision in line with store policy and procedures.
2.3.Ensure sales and service targets and plans are consistent with quality and functional specifications.
2.4.Communicate sales and service targets and plans to relevant personnel according to implementation schedules.
2.5.Provide feedback to staff on operations and outcomes.
2.6.Take corrective measures to minimise factors that may cause disruption to operations.
2.7.Monitor and evaluate effectiveness of corrective actions for future operational planning.
2.8.Ensure current and accurate records on sales are available to authorised personnel.
2.9.Interpret and act on relevant reports as required.
3. Negotiate supply of goods.
3.1.Negotiate and implement arrangements with suppliers, according to store policies and procedures, and communicate to relevant personnel.
3.2.Authorise and communicate special pricing arrangements and customer payment agreements to relevant staff and management personnel according to store policy.
3.3.Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.
3.4.Identify and communicate market factors affecting supply to relevant personnel.
3.5.Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.
3.6.Take immediate corrective action where potential or actual problems with supply are indicated.
3.7.Identify and develop new suppliers to maintain and improve sales and service delivery.
4. Provide productive work environment.
4.1.Establish and maintain a sufficient supply of resources of the necessary quantity and quality to meet customer requirements.
4.2.Regulate and monitor access to and use of resources for maximum efficiency and sustainability.
4.3.Maintain staff working conditions to meet requirements of relevant legislation and store policy.
4.4.Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.
4.5.Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.
4.6.Communicate recommendations for improving conditions to relevant personnel within designated timeframe.
4.7.Maintain complete, accurate records and make them available to authorised personnel.