Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SIRXCCS002A Mapping and Delivery Guide
Interact with customers

Version 1.0
Issue Date: July 2021


Qualification -
Unit of Competency SIRXCCS002A - Interact with customers
Description This unit describes the performance outcomes, skills and knowledge required to deliver service to customers. It entails being able to communicate effectively with customers, respond to their complaints, receive and process sales orders and identify special customer requirements.
Employability Skills The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit applies to frontline service personnel. It requires the team member to demonstrate consistent application of store policies and industry codes of practice to provide a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure, and to accurately identify and resolve customer complaints.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Client and Customer Service
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Deliver service to customers.
  • Conduct communication with customers in a professional, courteous manner according to store policy.
  • Meet customer needs and reasonable requests or refer to supervisor according to store policy and legislative requirements.
  • Record customer details and information where necessary.
  • Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction.
  • Recognise and act upon opportunities to deliver additional levels of service beyond the customer's immediate request.
  • Maintain contact with customer until sale is completed according to store policy.
  • Farewell customer appropriately and courteously according to store policy.
  • Use verbal and non-verbal communication to develop rapport with customers during service delivery.
  • Encourage repeat customers by promotion of appropriate services or products according to store policy.
  • Process customer returns or refunds according to store policy and procedures.
       
Element: Respond to customer complaints.
  • Convey a positive, helpful attitude to customers when handling complaints according to store policy.
  • Handle complaints sensitively, courteously and with discretion.
  • Establish and confirm with customer nature of complaint by active listening and questioning.
  • Take action to resolve complaint to customers' satisfaction wherever possible.
  • Promptly refer unresolved customer dissatisfaction or complaints to supervisor.
  • Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customers according to store policy.
  • Complete documentation regarding customer dissatisfaction or complaints accurately and legibly.
  • Take follow-up action as necessary to ensure customer satisfaction.
       
Element: Receive and process sales orders.
  • Record customers' details and information accurately.
  • Promptly refer customers to appropriate area as required.
  • Provide customers with information in clear, concise manner.
  • Process, record and act upon sales orders according to store policy.
       
Element: Identify special customer requirements.
  • Promptly identify customers with special needs or requirements by observation and questioning.
  • Verbally and non-verbally convey a willingness to assist.
  • Promptly service, refer or redirect customers' needs as required.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

consistently applies store policy and procedures and industry codes of practice in regard to customer service

provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure

accurately identifies the nature of customer complaints, resolves complaints and provides service to customers according to store policies

uses effective questioning, active listening and observation skills to identify special customer requirements

accesses, records and processes sales orders accurately and responsibly according to store policy and procedures

collaboratively works within a team to meet customers' needs.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

sales order forms

complaint and return forms

stock, inventory and price lists

store policy and procedures manuals

a range of customers with different requirements

point-of-sale equipment and materials

a communication system or a range of communication equipment.

Methods 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

third-party reports from a supervisor

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.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SIRXCCS001A Apply point-of-sale handling procedures

SIRXRSK001A Minimise theft

SIRXINV001A Perform stock control procedures

SIRXFIN001A Balance point-of-sale terminal.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

greeting and farewelling techniques

add-on selling concepts

literacy skills in the following areas:

written procedures for orders, in person, by telephone or in electronic format

message taking in person or by telephone

written record of complaints

sales, stock and delivery documentation

numeracy skills in regard to:

handling of tender

weighing and measuring goods.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

customer service

dealing with customer complaints

allocated duties and responsibilities

customer returns and refunds

lay-by, gift voucher and rain-check procedures

merchandise and service range of store departments

location of store departments

functions and procedures for operating the store telephone system and other communication equipment and the relevant numbers

relevant legislation and statutory requirements

relevant industry codes of practice

relevant OHS requirements

questioning and active listening

conflict resolution

following set routines and procedures

handling difficult or abusive customers.

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 in the performance criteria is detailed below.

Communication techniques may include:

using open and inclusive language

speaking clearly and concisely

using appropriate language

non-verbal communication

face-to-face or telephone contact with customers.

Customers may include:

new or repeat contacts

internal and external contacts

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Store policy may relate to:

customer service

dealing with customer complaints

processing sales orders

cash handling.

Customer needs may include:

information regarding store facilities and services

location of specific items within the store

product information

returns or refunds.

Legislative requirements may include:

Trade Practices Act

tobacco laws

lottery legislation

liquor licensing regulations

sale of X and R rated products

sale of second-hand goods

trading hours

transport, storage and handling of goods.

Service may include:

all store activities

internal and external customers

follow up in event of delays in service provision.

Complaints may relate to:

service

products

prices.

Follow-up action may require:

verbal and non-verbal communication with:

customers

staff

supervisors and management

suppliers

recommendations to supervisor regarding policy and procedure development or alteration.

Sales orders may be:

verbal

written

electronic.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Conduct communication with customers in a professional, courteous manner according to store policy. 
Meet customer needs and reasonable requests or refer to supervisor according to store policy and legislative requirements. 
Record customer details and information where necessary. 
Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction. 
Recognise and act upon opportunities to deliver additional levels of service beyond the customer's immediate request. 
Maintain contact with customer until sale is completed according to store policy. 
Farewell customer appropriately and courteously according to store policy. 
Use verbal and non-verbal communication to develop rapport with customers during service delivery. 
Encourage repeat customers by promotion of appropriate services or products according to store policy. 
Process customer returns or refunds according to store policy and procedures. 
Convey a positive, helpful attitude to customers when handling complaints according to store policy. 
Handle complaints sensitively, courteously and with discretion. 
Establish and confirm with customer nature of complaint by active listening and questioning. 
Take action to resolve complaint to customers' satisfaction wherever possible. 
Promptly refer unresolved customer dissatisfaction or complaints to supervisor. 
Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customers according to store policy. 
Complete documentation regarding customer dissatisfaction or complaints accurately and legibly. 
Take follow-up action as necessary to ensure customer satisfaction. 
Record customers' details and information accurately. 
Promptly refer customers to appropriate area as required. 
Provide customers with information in clear, concise manner. 
Process, record and act upon sales orders according to store policy. 
Promptly identify customers with special needs or requirements by observation and questioning. 
Verbally and non-verbally convey a willingness to assist. 
Promptly service, refer or redirect customers' needs as required. 

Forms

Assessment Cover Sheet

SIRXCCS002A - Interact with customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

SIRXCCS002A - Interact with customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: