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Evidence Guide: MSFGN3003 - Advise customers on products and services

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

 

MSFGN3003 - Advise customers on products and services

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

Develop knowledge of products and services relevant to own workplace

  1. Research and analyse information on characteristics of products and services relevant to own workplace
Research and analyse information on characteristics of products and services relevant to own workplace

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and store research findings according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect and organise information, materials, product samples and visual aids relating to products and services for future retrieval and use

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare to provide advice to customer

  1. Review work instructions to establish customer product and service requirements
Review work instructions to establish customer product and service requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select fit-for-purpose information, materials, product samples and visual aids that match customer requirement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Schedule appointment with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide advice to customer

  1. Attend scheduled appointment with customer equipped with suitable support information, products, materials and visual aids
Attend scheduled appointment with customer equipped with suitable support information, products, materials and visual aids

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult with client to confirm client requirements and expectations

Completed
Date:

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Present viable options relating to product and service requirements in a format and style suited to customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain and discuss features, benefits, limitations, availability and approximate costs, terms and product and service options with customer within context of customer’s specific requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise advisory service to customer

  1. Assist customer to decide on preferred product and service options
Assist customer to decide on preferred product and service options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document customer preferences and selections according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish availability of customer preferences and selections with suppliers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Store support information, products, materials and visual aids according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete workplace documentation and submit to required personnel according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete required customer follow-up according to workplace customer service procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge

There must be evidence the candidate has completed the tasks outlined in the elements, performance criteria, and foundation skills of this unit, which must include the ability to:

provide at least three different customers with product and service advice; once in relation to a product, once in relation to a service.

In the course of providing the above advice, the person must:

establish and clarify customer requirements and expectations

demonstrate current and suitably broad knowledge of product and service range

explain and discuss each suggested viable option with customer, including:

features, benefits and limitations of product or service

product or service availability

approximate costs

facilitate informed customer decision-making

finalise advisory service according to workplace procedures and customer service standards

work with others, recognising dependencies and using cooperative approaches to optimise work flow and productivity.

There must be evidence the candidate has knowledge of:

sources of authoritative and current information on products and services relating to advisory services described in performance evidence

workplace procedures relating to:

customer service standards

consultation methods

communicating product and service information to customers, including presentation methods

scheduling appointments

recording and reporting outcomes of customer appointment

storing and retrieving product and service information

documenting, communicating and reporting customer preferences

products and services offered by own workplace

key features, characteristics, and terms of products and services relating to advisory services described in performance evidence, including features described in:

product and service instructions and specification sheets

service conditions

manufacturer specifications

special requirements

legal obligations associated with products and services described in performance evidence, including:

cooling-off periods

payment terms and conditions

principles and techniques of customer service and product promotion

mathematical methods for quantifying customer requirements and estimating costs.