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Evidence Guide: BSBCUS402B - Address customer needs

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCUS402B - Address customer needs

What evidence can you provide to prove your understanding of each of the following citeria?

Assist customer to articulate needs

  1. Ensurecustomerneeds are fully explored, understood and agreed
  2. Explain and match available services and products to customer needs
  3. Identify and communicaterights and responsibilities of customersto the customer as appropriate
Ensurecustomerneeds are fully explored, understood and agreed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain and match available services and products to customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and communicaterights and responsibilities of customersto the customer as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy complex customer needs

  1. Explain possibilities for meeting customer needs
  2. Assist customers to evaluate service and/or product options to satisfy their needs
  3. Determine and prioritise preferred actions
  4. Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
Explain possibilities for meeting customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers to evaluate service and/or product options to satisfy their needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and prioritise preferred actions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage networks to ensure customer needs are addressed

  1. Establisheffective regular communicationwith customers
  2. Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation
  3. Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer, and the products and services available
  4. Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services
  5. Maintain records of customer interaction in accordance withorganisational procedures
Establisheffective regular communicationwith customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer, and the products and services available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain records of customer interaction in accordance withorganisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

assisting customers to articulate their needs

documenting processes used and customer satisfaction with the products/services offered

assisting customers to address their needs.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of products/services and promotional strategies.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

review of documentation prioritising preferred actions

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

assessment of written reports

evaluation of communication established with customers

review of customer interaction records.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Required Skills and Knowledge

Required skills

communication skills to relate to people from diverse backgrounds and people with diverse abilities.

information management skills to summarise information verbally and nonverbally

literacy and numeracy skills to:

interpret product and service features or sales data

read a variety of texts to prepare general information and papers

summarise information obtained from a variety of verbal and non-verbal sources

write formal and informal text

numeracy skills to analyse data, and to compare time lines and promotional costs against budgets

problemsolving skills to develop solutions unique to a customer

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

environmental issues

occupational health and safety

organisational procedures and standards for customer service relationships

detailed product and service knowledge which may:

be of significant breadth so as to propose alternative products and services, or

of significant depth so as to propose variations within a limited product and service range.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customersmay include:

customers with routine or specific requests

in person, computerbased and telephone customers

internal and external customers

people from a range of social, cultural or ethnic backgrounds

people who may be unwell, drug affected or emotionally distressed

people with varying physical and mental abilities

regular and new customers.

Rights and responsibilities of customersmay include:

fulfilment of external obligations

informed consent.

Effective regular communicationmay include:

giving customers full attention

handling sensitive and confidential issues

maintaining eyecontact (for facetoface interactions), except where eyecontact may be culturally inappropriate

speaking clearly and concisely

using active listening techniques

using appropriate language and tone of voice

using clearly written information/communication

using nonverbal communication e.g. body language, personal presentation (for facetoface interactions)

using open and/or closed questions.

Products and servicesmay include:

either products or services

goods

ideas

infrastructure

private or public sets of benefits.

Organisational proceduresmay include:

procedural manuals

quality systems, standards and guidelines.