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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. |
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Formal and informal research may include: | discussions with colleaguesreading organisation informationresearch of product and service information brochuresgeneral mediamembership of industry associations and networksattendance at conferences, trade shows and industry eventsdistributing surveys and questionnaires. |
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Products, services and promotional initiatives may include: | tours and transportconferences and conventionsfunction facilitiesentertainmentshopping servicesrestaurant facilitiesfood and beverageadd-on servicesspecial offers or packages. |
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Customer preferences, needs and expectations: | may be determined by:active listeningquestioningobservationrecognition of non-verbal signsmay be related to:agegendersocial and cultural characteristicsprior knowledgespecial needsmay include:friendlinesscourtesyvalue for moneyprompt or timely serviceassistanceempathy and supportcomfortnew experiencebasic needs for food, shelter, transport or other services. |
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Product and service knowledge may relate to: | general features special featuresbenefits disadvantagespricespecial offersavailabilityhow to purchase or order. |
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Promoting products and services may include: | displayspromotionsspecial offers and dealsmenus and specialsword of mouthup-selling. |
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Selling techniques include up-selling and suggestive selling and may involve: | servinghelpingadvisingbuilding rapport with customersarousing interest. |
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Complaints or difficult customer service situations may include: | problems or faults with the service or productdelays or poor timing of product or service supplymisunderstandings or communication barriersdifficult or demanding customerscustomers with different or special needs or expectationsescalated complaints. |
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Communication techniques may include: | listening and active listeningasking questions to gain information, clarify ambiguities and adequately understand requirementsrephrasing and repeating questions, requests and statements to confirm that they have been correctly understoodempathising with the customer's situation while upholding organisation policynon-verbal communication and recognition of non-verbal signsusing communication techniques appropriate to different social and cultural groupsability to speak clearly, be understood and use appropriate language, style and tone. |
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Organisation constraints may include: | feasibilitycosts and budgetspolicy and proceduresjob role and responsibility. |
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Customer information may include: | namespreferences and expectations such as favourite products, rooms, additional requirements and special needsdetails of products and services experiencedcomments and feedback provided. |
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Promotional initiatives may include: | reward systems and loyalty programspromotions and specialsonline promotions. |