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 WRRS4B, 'Build relationships with customers'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Reference books for 'Build relationships with customers' 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 and Performance Criteria
Establish rapport with customers
Rapport/relationship with customer established and a genuine interest in customer needs/requirements expressed to enhance customer commitment, trust and credibility of store and to build return customer base.
Professional ethics maintained with the customer to promote store image and credibility.
Customer needs and preferences accurately clarified to maximise sales opportunities.
Sales opportunities maximised by use of add on and complementary sales techniques.
Customer given space and time to evaluate purchase decision, while time is used to maximum advantage for customer and store.
Effective methods of closing sales demonstrated.
Apply expert knowledge
Customer provided with accurate information regarding product and service appraisals, correct statements and warranties according to legal requirements.
Detailed knowledge of supplier and/or manufacturer information provided according to customer needs and within guidelines of commercial confidentiality.
Product/stock range evaluated, features and benefits of products/services accurately demonstrated where appropriate and recommendations made to the customer to maximise sales potential.
Customer interest in product/service maximised through price negotiation where applicable and payment/credit options offered according to store policy.
Prices and/or discounts accurately calculated according to pricing determinants and store policy.
Provide post sales support
Evidence of ongoing support accurately provided as sale is concluded.
Back up service accurately explained and customer reassured according to legal requirements and store policy.
Customer provided with store/salesperson's contact details to provide line of contact and customer followed up according to store policy.
Customer and/or transaction details accurately entered to customer database.
Plan sales presentations
Presentation planned to complement product characteristics.
Client group selected according to product characteristics and store merchandising policy.
Promotional materials accessed where required and distributed to client group.
Range of products/services selected and prepared for presentation to reflect store image, demographics and merchandising plan.
Implement sales presentation
Numbers of support staff, where required, sufficient and adequately briefed for presentation.
Communication skills applied to effectively create interest, focus attention, encourage customer interaction with individuals and/or groups.
Products/services demonstrated to create a buying environment.
Results of sales presentation measured according to predetermined criteria, overall performance reviewed, and results applied to future sales presentations according to store sales policy.
Maintain and utilise a customer data base
Customer confidentiality maintained as required by store policy and legal requirements.
Customer records accurately developed, regularly maintained and securely stored according to store policies and procedures.
Regular customers accurately identified and followed up according to store marketing policy.
Customer records accurately utilised to advise customers on products and services of possible interest.
Customer clubs and reward schemes implemented where required according to store promotional activities.
Deal with difficult customers
Customer complaints/problems acknowledged and customer supported reassuringly to produce positive outcome.
Customer encouraged to verbalise issue and active listening used to minimise customer frustration.
Customer's confidence in the sales assistant and product/service developed to promote long term commitment and trust to store.
Mutually acceptable resolution of complaint established.