This unit describes a key sales and operational function for a diverse range of floristry products and services and applies to the full range of industry sectors and environments. The floristry business could be a retail, studio or online floristry business and the quotation could be face-to face, via electronic means or over the telephone.
This unit has particular application to those personnel who sell as a key focus of their job role and for whom quoting is an essential skill. It applies to frontline sales or operations personnel who operate with some level of autonomy or under limited supervision and guidance from others. It is undertaken by a diverse range of people such as retail floristry sales personnel, telephone sales agents, e-business sales personnel, studio florists, floral designers, florists involved in corporate or special events and owner-operators of small floristry businesses.
Elements and Performance Criteria
1. Source information relative to the costs of products and services.
1.1. Obtain details of specific customer requirements and preferences through discussions with customer and any information supplied
1.2. Create records to administer the customer's details and requirements.
1.3. Source and accurately select and interpret product and costing information required to prepare the quotation.
1.4. If required, negotiate costs with suppliers according to commercial agreements and relationships, and within scope of individual responsibility.
1.5. Confirm availability of supply and identify alternate sources to allow for accurate calculation and supply of costs.
2. Calculate costs of products and services.
2.1. Calculate commissions or mark-up nett costs according to the organisation's procedures and requirements to determine a profitable selling price.
2.2. Accurately calculate any additional taxes, special fees and other charges.
2.3. Accurately calculate any required currency conversions.
2.4. Seek information on competitors' sale price and make reasonable cost adjustments to ensure a price competitive product.
2.5. Accurately calculate the final cost to the customer.
2.6. Check all calculations against all product and service components.
2.7. Keep detailed and legible records of the method of calculation, according to the organisation's format.
3. Provide quotations to customer.
3.1. Prepare the quotation to reflect all inclusions required by the customer.
3.2. Promptly provide accurate quotation to the customer according to the organisation's procedures and format.
3.3. Offer secondary quotations with options, as appropriate.
3.4. Ensure all quotations include accurate details of the cost of product and service provision and the conditions and limitations of the quotation.
3.5. Record all details of the quotation accurately and legibly and keep on file according to the organisation's procedures.
4. Amend quotations and issue invoices
4.1. Adjust and update quotations to take account of changed requests or arrangements
4.2. Provide the most up-to-date quotation to customers inclusive of new conditions and limitations
4.3. Record all details of adjusted quotations and keep on file.
4.4. Prepare and provide initial and ongoing invoices to customers accepting quotations.
research skills to identify, interpret and sort relevant information including product supply and in-house sales costing information and information on competitors' selling price
communication skills including active listening and open and closed questioning of colleagues and customers to determine and meet customer preferences and special requirements in order to quote on suitable products and services
literacy skills to read and comprehend the content of documents such as customer files, sales notes, documents detailing special requests, initial job specifications and sometimes unfamiliar and detailed product information documents including supply cost sheets or manuals and in-house pricing sheets or manuals
writing skills to create customer files and to document sometimes complex customer requirements, costings and written quotations, including the conditions specifically applicable to the quotation
numeracy skills to calculate all components, including labour costs, required for the provision of floristry product and services, to interpret the supply cost and to calculate mark-ups and or commissions and final sales cost of products to be supplied.
the costs of products and services sold by the organisation or ability to source accurate costs for all components to be included in the quote
selling price of competitors' key product range and how it compares with the sale price of products and services provided by the organisation
fees applicable to the floristry industry and the organisation in particular
negotiated cost of supply, contractual arrangements and preferred supplier arrangements in place
industry commission and mark-up procedures appropriate to the specific industry sector and those applied by the organisation
quotation systems and procedures appropriate to the specific industry sector and the particular organisation
formats, styles for and inclusions of quotations presented by the floristry industry and the organisation in particular, including styles that cater for those with special needs (e.g. presenting information in large print, providing photographs or sketches)
invoicing inclusions that match the quotation, and procedures for issuance
the primary components of consumer protection laws that relate to the provision of quotations. These would include the business's responsibility in relation to nominating and charging cancellation fees and price increases, providing refunds; inability to supply products as described and substitution of suitable product components.
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to prepare and provide multiple accurate quotations in response to multiple customer requests. These must be prepared over a period of time and cover a diverse range of floristry products and services to ensure consistency of performance and ability to respond to different requirements.
knowledge of industry and organisational practices that relate to commissions, mark-ups and fees
knowledge of consumer protection laws
completion of quotations within commercial time constraints and deadlines determined by the customer and the organisation.
Context of and specific resources for assessment
Assessment must ensure:
access to a fully equipped office or sales environment using appropriate computers, printers, information programs, publications and software programs currently used in the floristry industry to assist the quotations function
use of relevant and current product information to support the quotation process, e.g. brochures, price lists and product sales manuals
use of a full range of operational documentation, e.g. details of supplier contracts, customer files and invoices.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluation of integrated project or work activities completed by the candidate, including sourcing information on products, selling and designing products
evaluation of a diverse range of quotations prepared by the candidate including those of differing complexities
project or work activities that show the candidate's ability to prepare quotations covering the requirements of differing industry contexts e.g. quotations for retail floristry shops, studio environments, telephone sales environments, e-businesses
case studies to assess ability to provide accurate quotations in response to particular customer requests or for a series of customer files
written and oral questioning or interview to test knowledge of the formats for and inclusions of quotations and the consumer protection regulations that would apply
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBDES402A Interpret and respond to a design brief
SFLSOP306A Provide quality service to floristry customers
SFLSOP307A Sell floristry products.
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customer may be:
business to business customer e.g. retailer to an event co-ordinator
Information supplied may include:
notes, documents or files outlining customer requirements, prepared by self or colleagues through discussions or correspondence with the customer
customer preferences for:
flower and plant materials (common, exotic and Australian wildflowers)
buckets and decorative pails
containers (bowls, vases)
themes for an event or special occasion
corporate livery or branding requirements
purpose of the occasion:
special occasions (Mother's Day, St Valentine's Day).
various floral components required for an event or special occasion
number of items required
proposed size of items
budget or price limits of the customer
requirements for on-site set-up, maintenance, breakdown, and disposal of floristry products for an event or special occasion
Records may be:
a computer file
a manual file.
Product and costing information may include:
internal organisational price lists or manuals including:
pre-priced costs for the organisation's set product range
pre-priced costs for components of a custom- made product
pre-determined service fees.
supplier price lists, product description sheets or manuals including seasonal availability and differing seasonal costs
supplier information and fee schedule for hire equipment and items.
may be for a broad range of products and services, including:
a single floristry product
multiple products and services making up a complete range for a special occasion or event
regular provision of floristry products for corporate clients
may be prepared:
using a computer.
may be provided by:
verbally in a face-to-face context
email or other electronic transmission
Special fees and charges may include:
transaction or credit card fee
loyalty program redemption fee
organisation's delivery fee
special sourcing fee to locate and transport items of special request such as non seasonal flower and plant materials.
Some examples of products and services included in quotations are:
fresh (common, exotic and Australian wildflowers)
dry and preserved
plant materials including:
fresh (common, exotic and Australian foliage)
dry and preserved
fruit and vegetables.
ancillary items and merchandise including:
chocolates, fruit, nuts, alcohol
gift items of any type
novelties such as balloons and toys
flower preservatives and conditioning agents
presentation materials including:
gift cards and message items
incorporation of corporate materials provided by the customer.
services such as:
transportation and delivery
labour for management of on-site events or special occasions
on-site installation and disposal of floral displays
on-site maintenance of all floral displays throughout the life of an event or special occasion.
large , small or themed corporate displays including components constructed off-site and assembled on-site for:
restaurants and reception centres
churches or chapels.
floral arrangements for events and special occasions:
balls and banquets
industry and other awards presentations
parties e.g. birthdays and engagements
celebrations e.g. Christmas and St Valentine's Day
religious celebrations e.g. communions, bar mitzvahs
Conditions and limitations of the quotation (initial and subsequent) may include:
items that are subject to availability
prices subject to change
inclusion of fees, taxes and levies
deposit and payment requirements
payment options including payment plans
date of current quotation
life and expiry date of quotation
changes of conditions of pre-existing quotation or booking
changes to provision of pre-existing booking
legislative requirements such as cooling-off period after acceptance of quotation
methods of customer accepting quotation.
Floristry Sales and Operations
This unit contains Employability Skills.