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
What evidence can you provide to prove your understanding of each of the following citeria?
Establish contact with customers.
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Maintain a welcoming customer environment. Completed |
Evidence:
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Greet customer warmly according to store policy and procedures. Completed |
Evidence:
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Create effective service environment through verbal and non-verbal interaction according to store policy and procedures. Completed |
Evidence:
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Use questioning and active listening to determine customer needs. Completed |
Evidence:
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Demonstrate confidentiality and tact. Completed |
Evidence:
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Process information.
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Answer telephone according to store procedures. Completed |
Evidence:
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Use questioning and active listening to identify caller and accurately establish and confirm requirements. Completed |
Evidence:
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Use telephone system functions according to instructions. Completed |
Evidence:
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Record and promptly pass on messages or information. Completed |
Evidence:
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Inform customer of any problems and relevant action being taken. Completed |
Evidence:
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Perform follow-up action as necessary. Completed |
Evidence:
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Communicate with customers and colleagues from diverse backgrounds.
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Value and treat with respect and sensitivity customers and colleagues from different cultural groups. Completed |
Evidence:
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Consider cultural differences in all verbal and non-verbal communication. Completed |
Evidence:
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Use gestures or simple words to communicate where language barriers exist. Completed |
Evidence:
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Obtain assistance from colleagues or supervisors when required. Completed |
Evidence:
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Work in a team.
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Demonstrate a courteous and helpful manner at all times. Completed |
Evidence:
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Complete allocated tasks willingly according to set timeframes. Completed |
Evidence:
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Actively seek or provide assistance by approaching other team members when difficulties arise. Completed |
Evidence:
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Identify lines of communication with supervisors and peers according to store policy. Completed |
Evidence:
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Encourage, acknowledge and act upon constructive feedback provided by other team members. Completed |
Evidence:
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Use questioning to minimise misunderstandings. Completed |
Evidence:
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Identify and avoid signs of potential workplace conflict wherever possible. Completed |
Evidence:
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Demonstrate participation in team problem solving. Completed |
Evidence:
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Read and interpret retail documents.
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List and describe a range of retail documents. Completed |
Evidence:
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Read and interpret information from a range of retail documents. Completed |
Evidence:
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