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Evidence Guide: MSFFL3050 - Provide advice to customers on floor coverings

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

 

MSFFL3050 - Provide advice to customers on floor coverings

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

Develop and maintain knowledge of flooring products and services

  1. Current information on a range of floor covering products and services is actively and regularly researched from authoritative sources
  2. Characteristics of floor covering products and services are identified and understood using available product and service documentation
  3. Information on floor covering products and services is accurately documented and maintained in a format consistent with organisational requirements
  4. Acquired knowledge is applied to improve quality within personal work areas
Current information on a range of floor covering products and services is actively and regularly researched from authoritative sources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information on floor covering products and services is accurately documented and maintained in a format consistent with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acquired knowledge is applied to improve quality within personal work areas

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs

  1. Customers are questioned in detail and listened to actively to determine product/service requirements
  2. Customer flooring needs are agreed with the customer
  3. Technical/specialist advice is offered to the customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making
  4. Customer's financial limitations and expectations for flooring product purchase are established
Customers are questioned in detail and listened to actively to determine product/service requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer flooring needs are agreed with the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Technical/specialist advice is offered to the customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer's financial limitations and expectations for flooring product purchase are established

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend flooring products and services

  1. Recommendations on floor covering products and services are in line with organisational requirements
  2. Recommendations emphasise floor covering product and service issues relevant to client needs
  3. Advantages of dealing with the enterprise are promoted
  4. Evidence in support of recommendations is verifiable and presented in a suitable format
  5. Impact of activities is estimated from verifiable customer feedback sources
Recommendations on floor covering products and services are in line with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommendations emphasise floor covering product and service issues relevant to client needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advantages of dealing with the enterprise are promoted

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evidence in support of recommendations is verifiable and presented in a suitable format

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Impact of activities is estimated from verifiable customer feedback sources

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 flooring products and services

1.1

Current information on a range of floor covering products and services is actively and regularly researched from authoritative sources

1.2

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

1.3

Information on floor covering products and services is accurately documented and maintained in a format consistent with organisational requirements

1.4

Acquired knowledge is applied to improve quality within personal work areas

2

Identify customer needs

2.1

Customers are questioned in detail and listened to actively to determine product/service requirements

2.2

Customer flooring needs are agreed with the customer

2.3

Technical/specialist advice is offered to the customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making

2.4

Customer's financial limitations and expectations for flooring product purchase are established

3

Recommend flooring products and services

3.1

Recommendations on floor covering products and services are in line with organisational requirements

3.2

Recommendations emphasise floor covering product and service issues relevant to client needs

3.3

Advantages of dealing with the enterprise are promoted

3.4

Evidence in support of recommendations is verifiable and presented in a suitable format

3.5

Impact of activities is estimated from verifiable customer feedback sources

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 flooring products and services

1.1

Current information on a range of floor covering products and services is actively and regularly researched from authoritative sources

1.2

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

1.3

Information on floor covering products and services is accurately documented and maintained in a format consistent with organisational requirements

1.4

Acquired knowledge is applied to improve quality within personal work areas

2

Identify customer needs

2.1

Customers are questioned in detail and listened to actively to determine product/service requirements

2.2

Customer flooring needs are agreed with the customer

2.3

Technical/specialist advice is offered to the customer where such advice is considered beneficial to the closing of the sale and customer understanding and decision making

2.4

Customer's financial limitations and expectations for flooring product purchase are established

3

Recommend flooring products and services

3.1

Recommendations on floor covering products and services are in line with organisational requirements

3.2

Recommendations emphasise floor covering product and service issues relevant to client needs

3.3

Advantages of dealing with the enterprise are promoted

3.4

Evidence in support of recommendations is verifiable and presented in a suitable format

3.5

Impact of activities is estimated from verifiable customer feedback sources

Provision of accurate advice to customers on timber, laminate, resilient, carpet and other textile floor covering types, including their characterises, suitability for the customer needs, maintenance and installation techniques

Collect, organise and understand information related to customer requests, product definition, work orders, basic plans and safety procedures

Communicate ideas and information to convince customers of the appropriateness of particular products to their needs

Plan and organise activities to interest customers and to ensure the product is viewed in a favourable way

Work with others and in a team by recognising dependencies and using cooperative approaches to promote the image of the enterprise and product range

Use mathematical ideas and techniques to correctly complete measurements, calculate area and estimate material requirements

Apply analytical techniques to correctly match customer needs with flooring products and services

Use workplace technology related to providing advice to customers, including tools, materials, calculators and measuring devices

The type, characteristics, uses and limitation of :

timber and laminate floor coverings products and services

resilient floor coverings products and services

carpet and other textile floor coverings products and services

Workplace safety systems related to floor coverings and their installation

Work flow in relation to seeking information from customers and providing advice

Enterprise pricing policies

Enterprise protocols associated with customer service and sales

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.

Unit context includes:

workplace health and safety (WHS) requirements, which may include WHS legislation, building codes, material safety management systems, hazardous and dangerous goods codes, local safe operating procedures or equivalent and manufacturers’ recommendations

work is carried out in accordance with legislative obligations, environmental legislation, relevant health regulations, manual handling procedures and organisation insurance requirements

work requires individuals to demonstrate discretion, judgement and problem-solving skills in providing advice to customers on floor coverings

Advice on products and services include:

types and applications of available, such as:

timber and laminate flooring materials, coatings and finishes

resilient floor coverings, colours and patterns

carpet and other textile floor covering colours and patterns

methods and techniques for:

timber and laminate flooring installation, sanding and finishing

care and maintenance of carpet and other textile flooring

techniques for resilient flooring installation, care and maintenance

Relevant legislation, codes, regulations and standards include:

Privacy Act

equal employment opportunity (EEO) and anti-discrimination legislation

Telecommunication Act

Trade Practices Act

Consumer Credit Code

Product and service documentation includes:

operational guidelines

marketing data

consumer reports

industry reports

sales figures

Information includes:

competitive features of products or services

product trends and sales trends

problems with products or service

innovations

cost and production data

distribution process

sales records (monthly forecasts, targets achieved)

Authoritative sources include:

industry associations

authorised suppliers

industry conferences and recognised industry media sources

Tools and equipment include:

measuring and calculating equipment, including tapes, rulers, calculators, desk and portable computers

Information and procedures includes:

workplace procedures relating to the use and operation of tools and equipment

workplace instructions, including job sheets, plans, drawings and designs

workplace procedures relating to reporting and communications

manufacturer recommendations for the use of equipment and materials