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

SFLSOP007 Mapping and Delivery Guide
Interact with floristry customers

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency SFLSOP007 - Interact with floristry customers
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to deliver customer service to floristry customers. It requires the ability to greet and serve customers and cover a range of customer service enquiries including routine customer problems. Service provision could be face-to-face, via electronic means or over the telephone.This unit applies to all floristry industry businesses including retail floristry shops, studio or online businesses. It applies to floristry assistants who work under close supervision and with guidance from more experienced and senior florists. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.No occupational licensing, certification or specific legislative 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.

Skills must be demonstrated in a floristry industry customer service environment. This can be:

an industry workplace

a simulated industry environment operated within a training organisation.

Assessment must ensure use of:

computers and email service

telephones

organisational policies and procedures for:

customer service

resolving routine customer service problems

personal presentation and hygiene

customers with whom the individual can interact; these can be:

paying customers an industry workplace who are served by the individual during the assessment process or

people who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

sufficient customer traffic that allows for prioritisation of tasks so that customers are served effectively in a logical sequence.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

hold a qualification or Statement of Attainment in Floristry which covers the skills and knowledge requirements in this unit of competency or equivalent; and

have worked as a florist in the industry for at least three years where they have applied the skills and knowledge covered in this unit of competency or equivalent.
Prerequisites/co-requisites
Competency Field Sales and Operations
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: Greet and serve customers.
  • Prioritise customers over other workplace duties.
  • Greet customers in a polite and friendly manner within designated response times.
  • Communicate with customers clearly and concisely using appropriate communication medium.
  • Use questions and actively listen to customer responses to determine their needs.
  • Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.
  • Show interest in customer needs and maintain a welcome customer environment during service delivery.
  • Explain and match floristry products and services to customer needs.
       
Element: Work with others to deliver service.
  • Follow directions of supervisors and managers to deliver quality service.
  • Identify personal limitations in serving needs of customers and seek assistance from others.
  • Resolve routine customer problems according to level of individual responsibility and organisational policy.
  • Refer other service issues to relevant staff for action.
  • Provide customer feedback to supervisors or managers.
       
Element: Maintain personal presentation and hygiene.
  • Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
  • Practise high standards of personal presentation and hygiene.
       
Element: Greet and serve customers.
  • Prioritise customers over other workplace duties.
  • Greet customers in a polite and friendly manner within designated response times.
  • Communicate with customers clearly and concisely using appropriate communication medium.
  • Use questions and actively listen to customer responses to determine their needs.
  • Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.
  • Show interest in customer needs and maintain a welcome customer environment during service delivery.
  • Explain and match floristry products and services to customer needs.
       
Element: Work with others to deliver service.
  • Follow directions of supervisors and managers to deliver quality service.
  • Identify personal limitations in serving needs of customers and seek assistance from others.
  • Resolve routine customer problems according to level of individual responsibility and organisational policy.
  • Refer other service issues to relevant staff for action.
  • Provide customer feedback to supervisors or managers.
       
Element: Maintain personal presentation and hygiene.
  • Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
  • Practise high standards of personal presentation and hygiene.
       


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

PERFORMANCE CRITERIA

Elements describe the essential outcomes

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

1. Greet and serve customers.

1.1 Prioritise customers over other workplace duties.

1.2 Greet customers in a polite and friendly manner within designated response times.

1.3 Communicate with customers clearly and concisely using appropriate communication medium.

1.4 Use questions and actively listen to customer responses to determine their needs.

1.5 Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.

1.6 Show interest in customer needs and maintain a welcome customer environment during service delivery.

1.7 Explain and match floristry products and services to customer needs.

2. Work with others to deliver service.

2.1 Follow directions of supervisors and managers to deliver quality service.

2.2 Identify personal limitations in serving needs of customers and seek assistance from others.

2.3 Resolve routine customer problems according to level of individual responsibility and organisational policy.

2.4 Refer other service issues to relevant staff for action.

2.5 Provide customer feedback to supervisors or managers.

3. Maintain personal presentation and hygiene.

3.1 Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

3.2 Practise high standards of personal presentation and hygiene.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

communicate effectively and provide fundamental customer service during six customer interactions:

at least two must involve adapting to culturally different communication needs

across those six customer interactions, cover:

two face-to-face communications

two communications via email

two communications via the telephone

resolution of two routine customer problems.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

importance of the customer within floristry businesses and expected service standards

basic principles of positive customer service

open and closed questioning techniques

appropriate body language for customer service

communication techniques to:

convey information clearly and concisely

resolve basic customer problems

basic range of cultural differences in verbal and non-verbal communication

verbal and non-verbal cues indicating customer understanding of information and problems

essential features, conventions and usage of these types of communication media:

telephone

email

range of typical routine customer problems that occur within floristry businesses:

incorrect pricing of products and services

delays in providing products or services

misunderstanding of customer requests

providing incorrect products or services

floristry industry and organisational:

types of customers

designated response times for acknowledging customers and their enquiry

personal presentation and hygiene standards

customer service policies and procedures including those for resolving routine customer service problems.

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

PERFORMANCE CRITERIA

Elements describe the essential outcomes

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

1. Greet and serve customers.

1.1 Prioritise customers over other workplace duties.

1.2 Greet customers in a polite and friendly manner within designated response times.

1.3 Communicate with customers clearly and concisely using appropriate communication medium.

1.4 Use questions and actively listen to customer responses to determine their needs.

1.5 Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.

1.6 Show interest in customer needs and maintain a welcome customer environment during service delivery.

1.7 Explain and match floristry products and services to customer needs.

2. Work with others to deliver service.

2.1 Follow directions of supervisors and managers to deliver quality service.

2.2 Identify personal limitations in serving needs of customers and seek assistance from others.

2.3 Resolve routine customer problems according to level of individual responsibility and organisational policy.

2.4 Refer other service issues to relevant staff for action.

2.5 Provide customer feedback to supervisors or managers.

3. Maintain personal presentation and hygiene.

3.1 Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

3.2 Practise high standards of personal presentation and hygiene.

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
Prioritise customers over other workplace duties. 
Greet customers in a polite and friendly manner within designated response times. 
Communicate with customers clearly and concisely using appropriate communication medium. 
Use questions and actively listen to customer responses to determine their needs. 
Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication. 
Show interest in customer needs and maintain a welcome customer environment during service delivery. 
Explain and match floristry products and services to customer needs. 
Follow directions of supervisors and managers to deliver quality service. 
Identify personal limitations in serving needs of customers and seek assistance from others. 
Resolve routine customer problems according to level of individual responsibility and organisational policy. 
Refer other service issues to relevant staff for action. 
Provide customer feedback to supervisors or managers. 
Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities. 
Practise high standards of personal presentation and hygiene. 
Prioritise customers over other workplace duties. 
Greet customers in a polite and friendly manner within designated response times. 
Communicate with customers clearly and concisely using appropriate communication medium. 
Use questions and actively listen to customer responses to determine their needs. 
Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication. 
Show interest in customer needs and maintain a welcome customer environment during service delivery. 
Explain and match floristry products and services to customer needs. 
Follow directions of supervisors and managers to deliver quality service. 
Identify personal limitations in serving needs of customers and seek assistance from others. 
Resolve routine customer problems according to level of individual responsibility and organisational policy. 
Refer other service issues to relevant staff for action. 
Provide customer feedback to supervisors or managers. 
Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities. 
Practise high standards of personal presentation and hygiene. 

Forms

Assessment Cover Sheet

SFLSOP007 - Interact with floristry customers
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

SFLSOP007 - Interact with floristry customers

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: