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Evidence Guide: SFLSOP007 - Interact with floristry customers

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

 

SFLSOP007 - Interact with floristry customers

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

Greet and serve customers.

  1. Prioritise customers over other workplace duties.
  2. Greet customers in a polite and friendly manner within designated response times.
  3. Communicate with customers clearly and concisely using appropriate communication medium.
  4. Use questions and actively listen to customer responses to determine their needs.
  5. Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.
  6. Show interest in customer needs and maintain a welcome customer environment during service delivery.
  7. Explain and match floristry products and services to customer needs.
Prioritise customers over other workplace duties.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with customers clearly and concisely using appropriate communication medium.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain and match floristry products and services to customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work with others to deliver service.

  1. Follow directions of supervisors and managers to deliver quality service.
  2. Identify personal limitations in serving needs of customers and seek assistance from others.
  3. Resolve routine customer problems according to level of individual responsibility and organisational policy.
  4. Refer other service issues to relevant staff for action.
  5. Provide customer feedback to supervisors or managers.
Follow directions of supervisors and managers to deliver quality service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer other service issues to relevant staff for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer feedback to supervisors or managers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain personal presentation and hygiene.

  1. Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
  2. Practise high standards of personal presentation and hygiene.
Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Practise high standards of personal presentation and hygiene.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Greet and serve customers.

  1. Prioritise customers over other workplace duties.
  2. Greet customers in a polite and friendly manner within designated response times.
  3. Communicate with customers clearly and concisely using appropriate communication medium.
  4. Use questions and actively listen to customer responses to determine their needs.
  5. Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.
  6. Show interest in customer needs and maintain a welcome customer environment during service delivery.
  7. Explain and match floristry products and services to customer needs.
Prioritise customers over other workplace duties.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with customers clearly and concisely using appropriate communication medium.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain and match floristry products and services to customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work with others to deliver service.

  1. Follow directions of supervisors and managers to deliver quality service.
  2. Identify personal limitations in serving needs of customers and seek assistance from others.
  3. Resolve routine customer problems according to level of individual responsibility and organisational policy.
  4. Refer other service issues to relevant staff for action.
  5. Provide customer feedback to supervisors or managers.
Follow directions of supervisors and managers to deliver quality service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer other service issues to relevant staff for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer feedback to supervisors or managers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain personal presentation and hygiene.

  1. Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
  2. Practise high standards of personal presentation and hygiene.
Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Practise high standards of personal presentation and hygiene.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.