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Evidence Guide: SHBXCCS004 - Recommend 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

 

SHBXCCS004 - Recommend products and services

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

Develop knowledge of the product and service range.

  1. Access current and accurate information on organisation’s range of products and services.
  2. Interpret information on features, benefits and customer costs and compare various products and services.
  3. Use product information to develop knowledge of product performance, purpose and directions for use.
  4. Check regularly for new additions or changes to range and update knowledge.
Access current and accurate information on organisation’s range of products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret information on features, benefits and customer costs and compare various products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use product information to develop knowledge of product performance, purpose and directions for use.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check regularly for new additions or changes to range and update knowledge.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend products and services.

  1. Use questioning and active listening to determine customer requirements and preferences.
  2. Select and suggest products and services suited to customer requirements.
  3. Describe features and benefits of products and services to encourage purchase.
  4. Provide information on product or service performance, purpose and directions for use according to product information.
  5. Identify and utilise opportunities to demonstrate and apply products to customers.
  6. Respond to customer queries and provide appropriate scope and depth of information to satisfy needs.
  7. Encourage and confirm customer bookings for organisation’s service range.
Use questioning and active listening to determine customer requirements and preferences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and suggest products and services suited to customer requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Describe features and benefits of products and services to encourage purchase.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on product or service performance, purpose and directions for use according to product information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and utilise opportunities to demonstrate and apply products to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer queries and provide appropriate scope and depth of information to satisfy needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage and confirm customer bookings for organisation’s service range.

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. Develop knowledge of the product and service range.

1.1.Access current and accurate information on organisation’s range of products and services.

1.2.Interpret information on features, benefits and customer costs and compare various products and services.

1.3.Use product information to develop knowledge of product performance, purpose and directions for use.

1.4.Check regularly for new additions or changes to range and update knowledge.

2. Recommend products and services.

2.1.Use questioning and active listening to determine customer requirements and preferences.

2.2.Select and suggest products and services suited to customer requirements.

2.3.Describe features and benefits of products and services to encourage purchase.

2.4.Provide information on product or service performance, purpose and directions for use according to product information.

2.5.Identify and utilise opportunities to demonstrate and apply products to customers.

2.6.Respond to customer queries and provide appropriate scope and depth of information to satisfy needs.

2.7.Encourage and confirm customer bookings for organisation’s service range.

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. Develop knowledge of the product and service range.

1.1.Access current and accurate information on organisation’s range of products and services.

1.2.Interpret information on features, benefits and customer costs and compare various products and services.

1.3.Use product information to develop knowledge of product performance, purpose and directions for use.

1.4.Check regularly for new additions or changes to range and update knowledge.

2. Recommend products and services.

2.1.Use questioning and active listening to determine customer requirements and preferences.

2.2.Select and suggest products and services suited to customer requirements.

2.3.Describe features and benefits of products and services to encourage purchase.

2.4.Provide information on product or service performance, purpose and directions for use according to product information.

2.5.Identify and utilise opportunities to demonstrate and apply products to customers.

2.6.Respond to customer queries and provide appropriate scope and depth of information to satisfy needs.

2.7.Encourage and confirm customer bookings for organisation’s service range.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, and:

access and correctly interpret information from two different sources about four different products or services from the organisational range

interact with four different customers, each with different product and service requirements, to recommend suitable products or services to be chosen individually or jointly from a range of:

hair products and services, or

barbering products and services, or

beauty products and services, or

retail cosmetic products and services.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources and format of product and service information:

manufacturer support materials:

product leaflets, brochures, booklets

internet sites

product labels

price lists

product and service manuals

discussions with customers, staff members and product suppliers

details of organisational product and service range:

location

brand options and comparable types

purpose

features and benefits

ingredients, at a basic level of understanding

performance, as claimed by manufacturer

directions for use

costs

procedural details for services offered, including times for delivering services

basic aspects of Australian Consumer Law as it applies to performance claims, guarantees and product returns

organisational procedures for recommending hair, barbering, beauty or cosmetic products and services.