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

MSFBA3009 Mapping and Delivery Guide
Provide advice to customers on blinds and awnings

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency MSFBA3009 - Provide advice to customers on blinds and awnings
Description
Employability Skills
Learning Outcomes and Application This unit of competency covers providing advice to customers on blinds and awnings products and services. It applies in workplaces and on-site residential and commercial environments and may be conducted in small to large scale enterprises.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessors must:

hold training and assessment competencies as determined by the National Skills Standards Council (NSSC) or it successors

have vocational competency in the furnishing industry at least to the level being assessed with broad industry knowledge and experience, usually combined with a relevant industry qualification

be familiar with the current skills and knowledge used and have relevant, current experience in the furnishing industry.

Assessment methods must confirm consistency of performance over time rather than a single assessment event and in a range of workplace relevant contexts.

Assessment must be by observation of relevant tasks with questioning on underpinning knowledge and, where applicable, multimedia evidence, supervisor’s reports, projects and work samples.

Assessment is to be conducted on single units of competency or in conjunction with other related units of competency. Foundation skills are integral to competent performance in the unit and should not be assessed separately.

Assessment must occur on the job or in a workplace simulated facility with relevant process, equipment, materials, work instructions and deadlines.

Access is required to a location relevant to providing advice to customers; and workplace practices, including standard documentation and procedures for customer service.
Prerequisites/co-requisites
Competency Field
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: Develop and maintain knowledge of products and services
  • A comprehensive knowledge of industry products and services is actively and regularly researched from authoritative sources
  • Characteristics of products and services are identified and understood using available product and service documentation
  • Sample materials, products and visual aids are collected and organised for easy use
       
Element: Prepare for work
  • A range of materials and products are selected to match customer requirements and suitability for purpose
  • An appointment is arranged with the customer and an appropriate schedule is agreed
       
Element: Confirm customer requirements
  • Questioning and active listening techniques are used to clarify customer requirements
  • Customer requirements are identified professionally, courteously and with tact
  • Assumptions are documented in accordance with workplace practices
  • Customer requirements are fed back accurately in language that can be understood by the customer and other workplace staff
  • Customer requirements are documented in accordance with workplace practices
       
Element: Provide advice on blinds and awnings
  • Viable options for colour, material and style that are relevant to the customer’s requirements are presented
  • Options for colour, materials and style are explained to, and discussed with, the customer to facilitate customer understanding of available products and services
  • Material samples and visual aids are made available to the customer to facilitate customer understanding of available products and services
  • Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making
       
Element: Confirm selection with customer
  • Customer selection including agreed delivery timeframe, is determined
  • Customer commitment to agreed selection is gained in accordance with workplace practices
  • Documentation is completed following workplace practices, including specification sheets for products selected and drawings
  • Customer is informed of rights and obligations regarding product or service
       
Element: Complete work
  • Sample products are returned to storage as required
  • Documentation is submitted to appropriate personnel in accordance with workplace practices
  • Contact is maintained with customer throughout the manufacturing and installation process
       


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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Develop and maintain knowledge of products and services

1.1

A comprehensive knowledge of industry products and services is actively and regularly researched from authoritative sources

1.2

Characteristics of products and services are identified and understood using available product and service documentation

1.3

Sample materials, products and visual aids are collected and organised for easy use

2

Prepare for work

2.1

A range of materials and products are selected to match customer requirements and suitability for purpose

2.2

An appointment is arranged with the customer and an appropriate schedule is agreed

3

Confirm customer requirements

3.1

Questioning and active listening techniques are used to clarify customer requirements

3.2

Customer requirements are identified professionally, courteously and with tact

3.3

Assumptions are documented in accordance with workplace practices

3.4

Customer requirements are fed back accurately in language that can be understood by the customer and other workplace staff

3.5

Customer requirements are documented in accordance with workplace practices

4

Provide advice on blinds and awnings

4.1

Viable options for colour, material and style that are relevant to the customer’s requirements are presented

4.2

Options for colour, materials and style are explained to, and discussed with, the customer to facilitate customer understanding of available products and services

4.3

Material samples and visual aids are made available to the customer to facilitate customer understanding of available products and services

4.4

Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making

5

Confirm selection with customer

5.1

Customer selection including agreed delivery timeframe, is determined

5.2

Customer commitment to agreed selection is gained in accordance with workplace practices

5.3

Documentation is completed following workplace practices, including specification sheets for products selected and drawings

5.4

Customer is informed of rights and obligations regarding product or service

6

Complete work

6.1

Sample products are returned to storage as required

6.2

Documentation is submitted to appropriate personnel in accordance with workplace practices

6.3

Contact is maintained with customer throughout the manufacturing and installation process

Identify products and materials used in blinds and awnings manufacturing

Conduct meetings and presentations

Assess and report on customer satisfaction

Analyse sales and product development data

Complete workplace documentation

Deal effectively with customers by:

speaking clearly and directly

applying effective listening techniques

asking questions to gain information

Advise customers on at least three (3) occasions involving a range of material, style and colour selections

Communicate ideas and information to enable confirmation of work requirements and specifications and the reporting of work outcomes and problems, interpret basic plans and follow safety procedures

Avoid backtracking, work flow interruptions or wastage

Work with others and in a team by recognising dependencies and using cooperative approaches to optimise work flow and productivity

State or territory WHS legislation, regulations, standards and codes of practice relevant to blinds and awnings manufacturing and installation

Organisational and site standards, requirements, policies and procedures for providing advice to customers

Interpretation of plans and work sheets

Colour coordination and matching

Fabric and material types and their application

Suitable applications of the various styles of blinds and awnings

Organisation’s products and services

Principles and techniques of public relations and product promotion

Strategies for planning and monitoring activities

Consultation methods, techniques and protocols

Terms used to describe components of blinds and awnings

Procedures for the recording, reporting and maintenance of workplace records and information

Mathematical techniques for estimation and measurement of materials

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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Develop and maintain knowledge of products and services

1.1

A comprehensive knowledge of industry products and services is actively and regularly researched from authoritative sources

1.2

Characteristics of products and services are identified and understood using available product and service documentation

1.3

Sample materials, products and visual aids are collected and organised for easy use

2

Prepare for work

2.1

A range of materials and products are selected to match customer requirements and suitability for purpose

2.2

An appointment is arranged with the customer and an appropriate schedule is agreed

3

Confirm customer requirements

3.1

Questioning and active listening techniques are used to clarify customer requirements

3.2

Customer requirements are identified professionally, courteously and with tact

3.3

Assumptions are documented in accordance with workplace practices

3.4

Customer requirements are fed back accurately in language that can be understood by the customer and other workplace staff

3.5

Customer requirements are documented in accordance with workplace practices

4

Provide advice on blinds and awnings

4.1

Viable options for colour, material and style that are relevant to the customer’s requirements are presented

4.2

Options for colour, materials and style are explained to, and discussed with, the customer to facilitate customer understanding of available products and services

4.3

Material samples and visual aids are made available to the customer to facilitate customer understanding of available products and services

4.4

Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making

5

Confirm selection with customer

5.1

Customer selection including agreed delivery timeframe, is determined

5.2

Customer commitment to agreed selection is gained in accordance with workplace practices

5.3

Documentation is completed following workplace practices, including specification sheets for products selected and drawings

5.4

Customer is informed of rights and obligations regarding product or service

6

Complete work

6.1

Sample products are returned to storage as required

6.2

Documentation is submitted to appropriate personnel in accordance with workplace practices

6.3

Contact is maintained with customer throughout the manufacturing and installation process

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.

Products include:

blinds

awnings

shutters

Services include:

preparation

manufacturing

installation

Authoritative sources include:

manufacturers

industry resource groups

industry advocacy groups

Characteristics of products include:

fabrics

materials

colour

style

fixings

Documentation includes:

product information sheets and specifications

Samples include:

fabric off-cuts

photographs

drawings and sketches

Visual aids include:

photographs

brochures

computer presentations

Customer requirements include:

sun protection

darkening effects

privacy

insulation

decoration

noise reduction

weather protection

presenting a professional image

advertising and branding

light dispersal

Active listening includes:

maintaining eye contact and asking questions to clarify meaning

Assumptions include:

site access, removal and disposal of existing blinds, awnings or fixtures

Feedback includes:

verbal or written feedback

Documentation includes:

quotation for work

sketches

drawings

work orders

customer care cards

Commitment includes:

signing work order or contract, and collecting and receipting deposits

Rights and obligations include:

cooling off periods

providing access to property

availability at arranged time

payment terms and conditions

Appropriate personnel include:

trainers

assessors

managers

production personnel

office staff

supervisors

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
A comprehensive knowledge of industry products and services is actively and regularly researched from authoritative sources 
Characteristics of products and services are identified and understood using available product and service documentation 
Sample materials, products and visual aids are collected and organised for easy use 
A range of materials and products are selected to match customer requirements and suitability for purpose 
An appointment is arranged with the customer and an appropriate schedule is agreed 
Questioning and active listening techniques are used to clarify customer requirements 
Customer requirements are identified professionally, courteously and with tact 
Assumptions are documented in accordance with workplace practices 
Customer requirements are fed back accurately in language that can be understood by the customer and other workplace staff 
Customer requirements are documented in accordance with workplace practices 
Viable options for colour, material and style that are relevant to the customer’s requirements are presented 
Options for colour, materials and style are explained to, and discussed with, the customer to facilitate customer understanding of available products and services 
Material samples and visual aids are made available to the customer to facilitate customer understanding of available products and services 
Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making 
Customer selection including agreed delivery timeframe, is determined 
Customer commitment to agreed selection is gained in accordance with workplace practices 
Documentation is completed following workplace practices, including specification sheets for products selected and drawings 
Customer is informed of rights and obligations regarding product or service 
Sample products are returned to storage as required 
Documentation is submitted to appropriate personnel in accordance with workplace practices 
Contact is maintained with customer throughout the manufacturing and installation process 

Forms

Assessment Cover Sheet

MSFBA3009 - Provide advice to customers on blinds and awnings
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

MSFBA3009 - Provide advice to customers on blinds and awnings

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: