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

MSFFL3050 Mapping and Delivery Guide
Provide advice to customers on floor coverings

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency MSFFL3050 - Provide advice to customers on floor coverings
Description
Employability Skills
Learning Outcomes and Application This unit of competency covers providing advice to customers on a range of floor coverings, including carpet and other textile, resilient, timber and laminate products.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 its 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 relevant customers.
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 flooring products and services
  • Current information on a range of floor covering products and services is actively and regularly researched from authoritative sources
  • Characteristics of floor covering products and services are identified and understood using available product and service documentation
  • Information on floor covering products and services is accurately documented and maintained in a format consistent with organisational requirements
  • Acquired knowledge is applied to improve quality within personal work areas
       
Element: Identify customer needs
  • Customers are questioned in detail and listened to actively to determine product/service requirements
  • Customer flooring needs are agreed with the customer
  • Technical/specialist advice is offered to the customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making
  • Customer's financial limitations and expectations for flooring product purchase are established
       
Element: Recommend flooring products and services
  • Recommendations on floor covering products and services are in line with organisational requirements
  • Recommendations emphasise floor covering product and service issues relevant to client needs
  • Advantages of dealing with the enterprise are promoted
  • Evidence in support of recommendations is verifiable and presented in a suitable format
  • Impact of activities is estimated from verifiable customer feedback sources
       


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 flooring products and services

1.1

Current information on a range of floor covering products and services is actively and regularly researched from authoritative sources

1.2

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

1.3

Information on floor covering products and services is accurately documented and maintained in a format consistent with organisational requirements

1.4

Acquired knowledge is applied to improve quality within personal work areas

2

Identify customer needs

2.1

Customers are questioned in detail and listened to actively to determine product/service requirements

2.2

Customer flooring needs are agreed with the customer

2.3

Technical/specialist advice is offered to the customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making

2.4

Customer's financial limitations and expectations for flooring product purchase are established

3

Recommend flooring products and services

3.1

Recommendations on floor covering products and services are in line with organisational requirements

3.2

Recommendations emphasise floor covering product and service issues relevant to client needs

3.3

Advantages of dealing with the enterprise are promoted

3.4

Evidence in support of recommendations is verifiable and presented in a suitable format

3.5

Impact of activities is estimated from verifiable customer feedback sources

Provision of accurate advice to customers on timber, laminate, resilient, carpet and other textile floor covering types, including their characterises, suitability for the customer needs, maintenance and installation techniques

Collect, organise and understand information related to customer requests, product definition, work orders, basic plans and safety procedures

Communicate ideas and information to convince customers of the appropriateness of particular products to their needs

Plan and organise activities to interest customers and to ensure the product is viewed in a favourable way

Work with others and in a team by recognising dependencies and using cooperative approaches to promote the image of the enterprise and product range

Use mathematical ideas and techniques to correctly complete measurements, calculate area and estimate material requirements

Apply analytical techniques to correctly match customer needs with flooring products and services

Use workplace technology related to providing advice to customers, including tools, materials, calculators and measuring devices

The type, characteristics, uses and limitation of :

timber and laminate floor coverings products and services

resilient floor coverings products and services

carpet and other textile floor coverings products and services

Workplace safety systems related to floor coverings and their installation

Work flow in relation to seeking information from customers and providing advice

Enterprise pricing policies

Enterprise protocols associated with customer service and sales

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 flooring products and services

1.1

Current information on a range of floor covering products and services is actively and regularly researched from authoritative sources

1.2

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

1.3

Information on floor covering products and services is accurately documented and maintained in a format consistent with organisational requirements

1.4

Acquired knowledge is applied to improve quality within personal work areas

2

Identify customer needs

2.1

Customers are questioned in detail and listened to actively to determine product/service requirements

2.2

Customer flooring needs are agreed with the customer

2.3

Technical/specialist advice is offered to the customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making

2.4

Customer's financial limitations and expectations for flooring product purchase are established

3

Recommend flooring products and services

3.1

Recommendations on floor covering products and services are in line with organisational requirements

3.2

Recommendations emphasise floor covering product and service issues relevant to client needs

3.3

Advantages of dealing with the enterprise are promoted

3.4

Evidence in support of recommendations is verifiable and presented in a suitable format

3.5

Impact of activities is estimated from verifiable customer feedback sources

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.

Unit context includes:

workplace health and safety (WHS) requirements, which may include WHS legislation, building codes, material safety management systems, hazardous and dangerous goods codes, local safe operating procedures or equivalent and manufacturers’ recommendations

work is carried out in accordance with legislative obligations, environmental legislation, relevant health regulations, manual handling procedures and organisation insurance requirements

work requires individuals to demonstrate discretion, judgement and problem-solving skills in providing advice to customers on floor coverings

Advice on products and services include:

types and applications of available, such as:

timber and laminate flooring materials, coatings and finishes

resilient floor coverings, colours and patterns

carpet and other textile floor covering colours and patterns

methods and techniques for:

timber and laminate flooring installation, sanding and finishing

care and maintenance of carpet and other textile flooring

techniques for resilient flooring installation, care and maintenance

Relevant legislation, codes, regulations and standards include:

Privacy Act

equal employment opportunity (EEO) and anti-discrimination legislation

Telecommunication Act

Trade Practices Act

Consumer Credit Code

Product and service documentation includes:

operational guidelines

marketing data

consumer reports

industry reports

sales figures

Information includes:

competitive features of products or services

product trends and sales trends

problems with products or service

innovations

cost and production data

distribution process

sales records (monthly forecasts, targets achieved)

Authoritative sources include:

industry associations

authorised suppliers

industry conferences and recognised industry media sources

Tools and equipment include:

measuring and calculating equipment, including tapes, rulers, calculators, desk and portable computers

Information and procedures includes:

workplace procedures relating to the use and operation of tools and equipment

workplace instructions, including job sheets, plans, drawings and designs

workplace procedures relating to reporting and communications

manufacturer recommendations for the use of equipment and materials

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
Current information on a range of floor covering products and services is actively and regularly researched from authoritative sources 
Characteristics of floor covering products and services are identified and understood using available product and service documentation 
Information on floor covering products and services is accurately documented and maintained in a format consistent with organisational requirements 
Acquired knowledge is applied to improve quality within personal work areas 
Customers are questioned in detail and listened to actively to determine product/service requirements 
Customer flooring needs are agreed with the customer 
Technical/specialist advice is offered to the customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making 
Customer's financial limitations and expectations for flooring product purchase are established 
Recommendations on floor covering products and services are in line with organisational requirements 
Recommendations emphasise floor covering product and service issues relevant to client needs 
Advantages of dealing with the enterprise are promoted 
Evidence in support of recommendations is verifiable and presented in a suitable format 
Impact of activities is estimated from verifiable customer feedback sources 

Forms

Assessment Cover Sheet

MSFFL3050 - Provide advice to customers on floor coverings
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

MSFFL3050 - Provide advice to customers on floor coverings

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: