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

MSFGN3003 Mapping and Delivery Guide
Advise customers on products and services

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency MSFGN3003 - Advise customers on products and services
Description
Employability Skills
Learning Outcomes and Application This unit of competency describes the skills and knowledge required to provide advice to customers on products and services. It requires broad and current knowledge relating to the products and services, and skills required to establish customer product or service requirements, and present and discuss the benefits and features of viable options that meet customer requirements and preferences.The unit applies to those providing customers with product and service advice in a wide range of residential and commercial environments, including small through 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.

Assessment must occur in the workplace, or in a simulated environment that reflects workplace conditions and contingencies.

Access is required to a commercially realistic range of customers requiring the advice described in the performance evidence above, including:

authoritative sources of information relating to range of products and services that apply to advice in performance evidence

computer with access to the internet for further research

product samples, materials and visual aids relating to workplace products and services, including:

magazines

photographs

software presentations

sketches

trade brochures

workplace procedures specified in knowledge evidence.

Assessors of this unit must satisfy the assessor requirements in applicable vocational education and training legislation, frameworks and/or standards
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 knowledge of products and services relevant to own workplace
  • Research and analyse information on characteristics of products and services relevant to own workplace
       
Element: Record and store research findings according to workplace procedures
       
Element: Collect and organise information, materials, product samples and visual aids relating to products and services for future retrieval and use
       
Element: Prepare to provide advice to customer
  • Review work instructions to establish customer product and service requirements
       
Element: Select fit-for-purpose information, materials, product samples and visual aids that match customer requirement
       
Element: Schedule appointment with customer
       
Element: Provide advice to customer
  • Attend scheduled appointment with customer equipped with suitable support information, products, materials and visual aids
       
Element: Consult with client to confirm client requirements and expectations
       
Element: Present viable options relating to product and service requirements in a format and style suited to customer needs
       
Element: Explain and discuss features, benefits, limitations, availability and approximate costs, terms and product and service options with customer within context of customer’s specific requirements
       
Element: Finalise advisory service to customer
  • Assist customer to decide on preferred product and service options
       
Element: Document customer preferences and selections according to workplace procedures
       
Element: Establish availability of customer preferences and selections with suppliers
       
Element: Store support information, products, materials and visual aids according to workplace procedures
       
Element: Complete workplace documentation and submit to required personnel according to workplace procedures
       
Element: Complete required customer follow-up according to workplace customer service procedures
       


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.

There must be evidence the candidate has completed the tasks outlined in the elements, performance criteria, and foundation skills of this unit, which must include the ability to:

provide at least three different customers with product and service advice; once in relation to a product, once in relation to a service.

In the course of providing the above advice, the person must:

establish and clarify customer requirements and expectations

demonstrate current and suitably broad knowledge of product and service range

explain and discuss each suggested viable option with customer, including:

features, benefits and limitations of product or service

product or service availability

approximate costs

facilitate informed customer decision-making

finalise advisory service according to workplace procedures and customer service standards

work with others, recognising dependencies and using cooperative approaches to optimise work flow and productivity.

There must be evidence the candidate has knowledge of:

sources of authoritative and current information on products and services relating to advisory services described in performance evidence

workplace procedures relating to:

customer service standards

consultation methods

communicating product and service information to customers, including presentation methods

scheduling appointments

recording and reporting outcomes of customer appointment

storing and retrieving product and service information

documenting, communicating and reporting customer preferences

products and services offered by own workplace

key features, characteristics, and terms of products and services relating to advisory services described in performance evidence, including features described in:

product and service instructions and specification sheets

service conditions

manufacturer specifications

special requirements

legal obligations associated with products and services described in performance evidence, including:

cooling-off periods

payment terms and conditions

principles and techniques of customer service and product promotion

mathematical methods for quantifying customer requirements and estimating costs.

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.
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
Research and analyse information on characteristics of products and services relevant to own workplace 
 
 
Review work instructions to establish customer product and service requirements 
 
 
Attend scheduled appointment with customer equipped with suitable support information, products, materials and visual aids 
 
 
 
Assist customer to decide on preferred product and service options 
 
 
 
 
 

Forms

Assessment Cover Sheet

MSFGN3003 - Advise customers on products and services
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

MSFGN3003 - Advise customers on products and services

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: