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

MSTTF3002 Mapping and Delivery Guide
Gain customer acceptance of service proposal

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency MSTTF3002 - Gain customer acceptance of service proposal
Description
Employability Skills
Learning Outcomes and Application This unit of competency covers the skills and knowledge required to gain customer acceptance of a proposal to provide a product and service. The unit of competency applies to establishing and documenting a proposal to meet customer requirements and obtaining agreement for work to proceed. Interaction with the customer is usually performed individually but may involve collaborative approach with other personnel from the operator's workplace.Work may be conducted in a variety of environments, such as operational indoor, outdoor workplaces or on site.Work may be conducted in small to large scale enterprises and may involve individual and team activities. Work is performed within defined procedures under direct supervision. 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:

satisfy the assessor competency requirements that are in place at the time of the assessment, as set by the VET regulator

have vocational competency in gaining customer acceptance of service proposal, at least to the level being assessed, with relevant industry knowledge and experience.

Assessment should occur in operational workplace situations. Where this is not possible, or where personal safety or environmental damage are limiting factors, assessment must occur in a sufficiently rigorous simulated environment reflecting realistic operational workplace conditions. This must cover all aspects of workplace performance, including environment, task skills, task management skills, contingency management skills and job role environment skills.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Conditions for assessment must include access to all tools, equipment, materials and documentation required, including relevant workplace procedures, product and manufacturing specifications associated with this unit.
Prerequisites/co-requisites
Competency Field Textile fabrication
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 customer proposal
  • Review documentation to confirm all required information is available
  • Establish customer requirements and determine products, processes and service for customer
  • Identify alternatives and determine material and production costs
  • Calculate costs for proposed service
  • Assess timing, costs and service against customer requirements
  • Develop proposal and document for customer
       
Element: Present proposal to customer
  • Contact customer and present proposal in person, or by using digital technology or by other arranged means
  • Provide customer with detailed information regarding products, processes and alternative solutions, which could satisfy customer requirements
  • Discuss features and benefits of proposal with the customer
       
Element: Seek customer acceptance
  • Respond to any customer concerns, seek customer approval and acceptance, and confirm agreement
  • Identify any required changes to the proposal and modify proposal accordingly
  • Obtain customer acceptance
       
Element: Confirm service to be provided
  • Confirm customer address and contact details
  • Establish agreement with the customer and obtain signature
  • Confirm time, product and service to be provided and arrange delivery
  • Provide duplicate of proposal and agreement to customer for future reference
  • Obtain deposit, where applicable, or arrange other payment from customer
  • Provide customer receipt and record form of payment
       


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 customer proposal

1.1

Review documentation to confirm all required information is available

1.2

Establish customer requirements and determine products, processes and service for customer

1.3

Identify alternatives and determine material and production costs

1.4

Calculate costs for proposed service

1.5

Assess timing, costs and service against customer requirements

1.6

Develop proposal and document for customer

2

Present proposal to customer

2.1

Contact customer and present proposal in person, or by using digital technology or by other arranged means

2.2

Provide customer with detailed information regarding products, processes and alternative solutions, which could satisfy customer requirements

2.3

Discuss features and benefits of proposal with the customer

3

Seek customer acceptance

3.1

Respond to any customer concerns, seek customer approval and acceptance, and confirm agreement

3.2

Identify any required changes to the proposal and modify proposal accordingly

3.3

Obtain customer acceptance

4

Confirm service to be provided

4.1

Confirm customer address and contact details

4.2

Establish agreement with the customer and obtain signature

4.3

Confirm time, product and service to be provided and arrange delivery

4.4

Provide duplicate of proposal and agreement to customer for future reference

4.5

Obtain deposit, where applicable, or arrange other payment from customer

4.6

Provide customer receipt and record form of payment

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria on at least three occasions and include:

reading and following work instructions, standard operating procedures (SOPs), safe work practices

applying relevant standards

establishing customer requirements and determining products, processes and services for customer, on at least three (3) occasions

calculating costs and identifying details of proposed products and services

providing customer with detailed proposal in person, or electronically or other appropriate method

answering customer queries to clarify or amend proposal if required

developing written proposal for customer approval, incorporating all required details, including costs, products and services and timeframe

establishing agreement with the customer and obtaining signature and deposit or arranging other payment

completing required documentation for customer and own workplace according workplace procedures.

Evidence must be provided that demonstrates knowledge of:

safe work practices and procedures and use of personal protective equipment (PPE)

relevant Australian Standards

workplace documentation and procedures for establishing agreements to provide services

hazards associated with working at heights

range of products and services offered by the enterprise

principles of operating products and equipment

types of materials and their applications

limitations of canvas and other materials used

types of strengthening and fastenings

service life of different materials

instruments and techniques for measuring

mathematical processes

mathematical formulas for area and volume

labour rates and approximate costs of products and materials

power sources such as single phase, three phase, and weather protected outlets

work health and safety (WHS) and environmental requirements of relevant industry and workplace procedures

general industry housekeeping policies and procedures

WHS practices, including hazard identification and control measures

quality practices

workplace procedures

practices for documenting agreements and recording and reporting provision of products and services.

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 customer proposal

1.1

Review documentation to confirm all required information is available

1.2

Establish customer requirements and determine products, processes and service for customer

1.3

Identify alternatives and determine material and production costs

1.4

Calculate costs for proposed service

1.5

Assess timing, costs and service against customer requirements

1.6

Develop proposal and document for customer

2

Present proposal to customer

2.1

Contact customer and present proposal in person, or by using digital technology or by other arranged means

2.2

Provide customer with detailed information regarding products, processes and alternative solutions, which could satisfy customer requirements

2.3

Discuss features and benefits of proposal with the customer

3

Seek customer acceptance

3.1

Respond to any customer concerns, seek customer approval and acceptance, and confirm agreement

3.2

Identify any required changes to the proposal and modify proposal accordingly

3.3

Obtain customer acceptance

4

Confirm service to be provided

4.1

Confirm customer address and contact details

4.2

Establish agreement with the customer and obtain signature

4.3

Confirm time, product and service to be provided and arrange delivery

4.4

Provide duplicate of proposal and agreement to customer for future reference

4.5

Obtain deposit, where applicable, or arrange other payment from customer

4.6

Provide customer receipt and record form of payment

This field allows for 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.

Workplace procedures include one or more of the following:

requirements prescribed by legislation, awards, agreements and conditions of employment

standard operating procedures (SOPs)

work instructions

oral, written and visual communication

quality practices, including responsibility for maintenance of own work quality and contribution to quality improvement of team or section output

housekeeping

tasks related to environmental protection, waste disposal, pollution control and recycling

work health and safety (WHS) practices

Australian Standards include:

the relevant industry or Australian Standards that are current at the time this unit is being undertaken

Documentation includes one or more of the following:

sketches, diagrams and maps

dimensions and measurements

documentation on customer requirements

Customer requirements include one or more of the following:

types of materials

types of products and equipment

operating principles and mechanisms

costs

timelines

colours

size, dimensions and shape

delivery and installation dates

installation procedure to be followed

WHS practices

WHS practices include hazard identification and control, risk assessment and implementation of risk reduction measures specific to the tasks described by this unit, and include one or more of the following:

manual handling techniques

SOPs

personal protective equipment (PPE)

safe materials handling

taking of rest breaks

ergonomic arrangement of workplaces

following marked walkways

safe storage of equipment

housekeeping

reporting accidents and incidents

environmental practices

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
Review documentation to confirm all required information is available 
Establish customer requirements and determine products, processes and service for customer 
Identify alternatives and determine material and production costs 
Calculate costs for proposed service 
Assess timing, costs and service against customer requirements 
Develop proposal and document for customer 
Contact customer and present proposal in person, or by using digital technology or by other arranged means 
Provide customer with detailed information regarding products, processes and alternative solutions, which could satisfy customer requirements 
Discuss features and benefits of proposal with the customer 
Respond to any customer concerns, seek customer approval and acceptance, and confirm agreement 
Identify any required changes to the proposal and modify proposal accordingly 
Obtain customer acceptance 
Confirm customer address and contact details 
Establish agreement with the customer and obtain signature 
Confirm time, product and service to be provided and arrange delivery 
Provide duplicate of proposal and agreement to customer for future reference 
Obtain deposit, where applicable, or arrange other payment from customer 
Provide customer receipt and record form of payment 

Forms

Assessment Cover Sheet

MSTTF3002 - Gain customer acceptance of service proposal
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

MSTTF3002 - Gain customer acceptance of service proposal

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: