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Evidence Guide: MSFBA3009 - Provide advice to customers on blinds and awnings

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

 

MSFBA3009 - Provide advice to customers on blinds and awnings

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

Develop and maintain knowledge of products and services

  1. A comprehensive knowledge of industry products and services is actively and regularly researched from authoritative sources
  2. Characteristics of products and services are identified and understood using available product and service documentation
  3. Sample materials, products and visual aids are collected and organised for easy use
A comprehensive knowledge of industry products and services is actively and regularly researched from authoritative sources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sample materials, products and visual aids are collected and organised for easy use

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare for work

  1. A range of materials and products are selected to match customer requirements and suitability for purpose
  2. An appointment is arranged with the customer and an appropriate schedule is agreed
A range of materials and products are selected to match customer requirements and suitability for purpose

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

An appointment is arranged with the customer and an appropriate schedule is agreed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm customer requirements

  1. Questioning and active listening techniques are used to clarify customer requirements
  2. Customer requirements are identified professionally, courteously and with tact
  3. Assumptions are documented in accordance with workplace practices
  4. Customer requirements are fed back accurately in language that can be understood by the customer and other workplace staff
  5. Customer requirements are documented in accordance with workplace practices
Questioning and active listening techniques are used to clarify customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requirements are identified professionally, courteously and with tact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assumptions are documented in accordance with workplace practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requirements are fed back accurately in language that can be understood by the customer and other workplace staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requirements are documented in accordance with workplace practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide advice on blinds and awnings

  1. Viable options for colour, material and style that are relevant to the customer’s requirements are presented
  2. Options for colour, materials and style are explained to, and discussed with, the customer to facilitate customer understanding of available products and services
  3. Material samples and visual aids are made available to the customer to facilitate customer understanding of available products and services
  4. Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making
Viable options for colour, material and style that are relevant to the customer’s requirements are presented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Options for colour, materials and style are explained to, and discussed with, the customer to facilitate customer understanding of available products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Material samples and visual aids are made available to the customer to facilitate customer understanding of available products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm selection with customer

  1. Customer selection including agreed delivery timeframe, is determined
  2. Customer commitment to agreed selection is gained in accordance with workplace practices
  3. Documentation is completed following workplace practices, including specification sheets for products selected and drawings
  4. Customer is informed of rights and obligations regarding product or service
Customer selection including agreed delivery timeframe, is determined

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer commitment to agreed selection is gained in accordance with workplace practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentation is completed following workplace practices, including specification sheets for products selected and drawings

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is informed of rights and obligations regarding product or service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete work

  1. Sample products are returned to storage as required
  2. Documentation is submitted to appropriate personnel in accordance with workplace practices
  3. Contact is maintained with customer throughout the manufacturing and installation process
Sample products are returned to storage as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentation is submitted to appropriate personnel in accordance with workplace practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact is maintained with customer throughout the manufacturing and installation process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

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

1

Develop and maintain knowledge of products and services

1.1

A comprehensive knowledge of industry products and services is actively and regularly researched from authoritative sources

1.2

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

1.3

Sample materials, products and visual aids are collected and organised for easy use

2

Prepare for work

2.1

A range of materials and products are selected to match customer requirements and suitability for purpose

2.2

An appointment is arranged with the customer and an appropriate schedule is agreed

3

Confirm customer requirements

3.1

Questioning and active listening techniques are used to clarify customer requirements

3.2

Customer requirements are identified professionally, courteously and with tact

3.3

Assumptions are documented in accordance with workplace practices

3.4

Customer requirements are fed back accurately in language that can be understood by the customer and other workplace staff

3.5

Customer requirements are documented in accordance with workplace practices

4

Provide advice on blinds and awnings

4.1

Viable options for colour, material and style that are relevant to the customer’s requirements are presented

4.2

Options for colour, materials and style are explained to, and discussed with, the customer to facilitate customer understanding of available products and services

4.3

Material samples and visual aids are made available to the customer to facilitate customer understanding of available products and services

4.4

Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making

5

Confirm selection with customer

5.1

Customer selection including agreed delivery timeframe, is determined

5.2

Customer commitment to agreed selection is gained in accordance with workplace practices

5.3

Documentation is completed following workplace practices, including specification sheets for products selected and drawings

5.4

Customer is informed of rights and obligations regarding product or service

6

Complete work

6.1

Sample products are returned to storage as required

6.2

Documentation is submitted to appropriate personnel in accordance with workplace practices

6.3

Contact is maintained with customer throughout the manufacturing and installation process

Required Skills and Knowledge

Elements describe the essential outcomes.

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

1

Develop and maintain knowledge of products and services

1.1

A comprehensive knowledge of industry products and services is actively and regularly researched from authoritative sources

1.2

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

1.3

Sample materials, products and visual aids are collected and organised for easy use

2

Prepare for work

2.1

A range of materials and products are selected to match customer requirements and suitability for purpose

2.2

An appointment is arranged with the customer and an appropriate schedule is agreed

3

Confirm customer requirements

3.1

Questioning and active listening techniques are used to clarify customer requirements

3.2

Customer requirements are identified professionally, courteously and with tact

3.3

Assumptions are documented in accordance with workplace practices

3.4

Customer requirements are fed back accurately in language that can be understood by the customer and other workplace staff

3.5

Customer requirements are documented in accordance with workplace practices

4

Provide advice on blinds and awnings

4.1

Viable options for colour, material and style that are relevant to the customer’s requirements are presented

4.2

Options for colour, materials and style are explained to, and discussed with, the customer to facilitate customer understanding of available products and services

4.3

Material samples and visual aids are made available to the customer to facilitate customer understanding of available products and services

4.4

Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making

5

Confirm selection with customer

5.1

Customer selection including agreed delivery timeframe, is determined

5.2

Customer commitment to agreed selection is gained in accordance with workplace practices

5.3

Documentation is completed following workplace practices, including specification sheets for products selected and drawings

5.4

Customer is informed of rights and obligations regarding product or service

6

Complete work

6.1

Sample products are returned to storage as required

6.2

Documentation is submitted to appropriate personnel in accordance with workplace practices

6.3

Contact is maintained with customer throughout the manufacturing and installation process

Identify products and materials used in blinds and awnings manufacturing

Conduct meetings and presentations

Assess and report on customer satisfaction

Analyse sales and product development data

Complete workplace documentation

Deal effectively with customers by:

speaking clearly and directly

applying effective listening techniques

asking questions to gain information

Advise customers on at least three (3) occasions involving a range of material, style and colour selections

Communicate ideas and information to enable confirmation of work requirements and specifications and the reporting of work outcomes and problems, interpret basic plans and follow safety procedures

Avoid backtracking, work flow interruptions or wastage

Work with others and in a team by recognising dependencies and using cooperative approaches to optimise work flow and productivity

State or territory WHS legislation, regulations, standards and codes of practice relevant to blinds and awnings manufacturing and installation

Organisational and site standards, requirements, policies and procedures for providing advice to customers

Interpretation of plans and work sheets

Colour coordination and matching

Fabric and material types and their application

Suitable applications of the various styles of blinds and awnings

Organisation’s products and services

Principles and techniques of public relations and product promotion

Strategies for planning and monitoring activities

Consultation methods, techniques and protocols

Terms used to describe components of blinds and awnings

Procedures for the recording, reporting and maintenance of workplace records and information

Mathematical techniques for estimation and measurement of materials

Range Statement

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.

Products include:

blinds

awnings

shutters

Services include:

preparation

manufacturing

installation

Authoritative sources include:

manufacturers

industry resource groups

industry advocacy groups

Characteristics of products include:

fabrics

materials

colour

style

fixings

Documentation includes:

product information sheets and specifications

Samples include:

fabric off-cuts

photographs

drawings and sketches

Visual aids include:

photographs

brochures

computer presentations

Customer requirements include:

sun protection

darkening effects

privacy

insulation

decoration

noise reduction

weather protection

presenting a professional image

advertising and branding

light dispersal

Active listening includes:

maintaining eye contact and asking questions to clarify meaning

Assumptions include:

site access, removal and disposal of existing blinds, awnings or fixtures

Feedback includes:

verbal or written feedback

Documentation includes:

quotation for work

sketches

drawings

work orders

customer care cards

Commitment includes:

signing work order or contract, and collecting and receipting deposits

Rights and obligations include:

cooling off periods

providing access to property

availability at arranged time

payment terms and conditions

Appropriate personnel include:

trainers

assessors

managers

production personnel

office staff

supervisors