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.
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify customer needs. | 1.1 Identify specific customer needs and preferences, including cultural needs and expectations. 1.2 Identify any customer requirements which breach ethical, legal or confidentiality commitments. 1.3 Establish rapport with customer to promote goodwill and trust. |
2. Suggest products to meet customer needs. | 2.1 Use product knowledge to tailor product options to specific customer needs. 2.2 Suggest product and service options according to current promotional focus of the organisation. 2.3 Seek information on competitor product range and use to offer comparisons. 2.4 Suggest additional products and options to enhance customer request and maximise profitability of sale. 2.5 Source additional information to meet specific customer needs. |
3. Provide product information and advice. | 3.1 Provide current and accurate product information and advice in a timely manner. 3.2 Suggest alternative products and services if desired products are unavailable. 3.3 Present all options promptly in a clear format and style. 3.4 Disclose and ensure customer understanding of sales, product coordination and delivery fees. 3.5 Provide appropriate scope and depth of information to meet customer needs. |
4. Sell products. | 4.1 Clearly explain and promote product features and benefits. 4.2 Provide additional information to address customer questions and objections. 4.3 Select and use techniques at appropriate time to close sale. 4.4 Identify and act on opportunities to enhance service quality. |
5. Follow up sales opportunities. | 5.1 Make follow up contact with customer if appropriate. 5.2 Provide any required after sales service according to organisational procedures. |
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
sell these types of floristry products:
one ancillary merchandise item
one cash and carry arrangement
one display or stock item
sell floristry products to these customer types:
one customer purchasing custom made floristry products for a special occasion
one customer purchasing custom made gifts for annual celebratory days
one customer with special language or cultural needs.
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
sales techniques:
opening techniques
recognising buying signals
strategies to focus customer on specific products and services
selling intangible products
selling add ons and complementary products
overcoming customer objections
closing techniques
general characteristics of the main social and cultural groups in Australian society and key aspects of their cultural and religious protocols and preferences for flowers, plant materials and designs
key features of competitor product range and similarities and differences with the products and services sold by the organisation
ethical considerations for the sale of floristry products and responsible actions with particular emphasis on these circumstances:
non-disclosure of purchaser to recipient for anonymity of gift giver
known or published requests by those holding a funeral for non-receipt of flowers
non-receipt policy for institutions
primary components of consumer protection laws that relate to selling floristry products especially organisational responsibility for supplying products as described or substituting suitable products when unable
primary components of privacy law and actions that floristry business must take to protect privacy of customer information
a range of formats for and inclusions of information presented to customers.
Skills must be demonstrated in a floristry industry sales environment. This can be:
an industry workplace
a simulated industry environment operated within a training organisation.
Assessment must ensure use of:
computers and email service
telephones
either electronic or hard copies of:
organisational product information and price lists
grower and other supplier brochures, information sheets and price lists
current plain English regulatory documents distributed by government regulators for:
consumer protection law
privacy law
customers with whom the individual can interact to sell products; these can be:
paying customers in an industry workplace who are served by the individual during the assessment process or
people who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation
sufficient customer traffic that allows for prioritisation of tasks so that customers are served effectively in a logical sequence.
Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:
hold a qualification or Statement of Attainment in Floristry which includes this unit of competency or equivalent; and
have worked as a florist in the industry for at least three years where they have applied this unit of competency or equivalent.