Instructions
Assessment instructions Overview
Prior to commencing the assessments, your trainer and assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer and assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task.
If any assessment task is not fully addressed, then your assessment task will be returned to you for resubmission. Your trainer and assessor will remain available to support you throughout the assessment process. Written work Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks,
Please ensure that you address the following criteria:
➢ Address each question including any sub-points
➢ Demonstrate that you have researched the topic thoroughly
➢ Cover the topic in a logical, structured manner
➢ Your assessment tasks are well presented, well referenced and word processed
➢ Your assessment tasks include your full legal name on each and every page. Active participation It is a condition of enrolment that you actively participate in your studies.
Active participation is completing all the assessment tasks on time. Plagiarism Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor.
The following list outlines some of the activities for which a learner can be accused of plagiarism:
➢ Presenting any work by another individual as one's own unintentionally
➢ Handing in assessments markedly similar to or copied from another learner
➢ Presenting the work of another individual or group as their own work
➢ Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet. If it is identified that you have plagiarised within your assessment, then a meeting will be organised to discuss this with you, and further action may be taken accordingly.
Q: With another member of your class, role-play an interaction with a customer in which you determine and confirm the customer’s preferences, needs and expectations in relation to your products and services. This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.
Q: Identify at least three products or service packages that are offered by your company. For each product that you have identified, identify the product specifications.
For example, Laptop A has:
➢ 2 USB ports
➢ 1TB storage
➢ 15” screen
➢ 2-year warrantee
➢ Windows 10, etc. For each service package that you have identified, identify all its components.
For example, Party Package A includes:
➢ Hot dinner for 15 guests
➢ 1 birthday cake which serves 15
➢ 15 helium balloons
➢ 2 members of staff for four hours
➢ Choice of blue room or red room
➢ Choice of entertainment option A, B or C for 1 hour
➢ Optional bouncy castle hire.
Q: With a peer, discuss which optional add-ons, extras or tailored services may be applied to: ➢ A flight ➢ A phone contract ➢ A restaurant meal. This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.
Which extras, add-ons and/or tailored service options are offered by your company? How are these priced?
Section A:
Skills activity Objective:
To provide you with an opportunity to show you have the required skills for this unit. This activity will enable you to demonstrate the following skills: Reading skills to:
➢ Interpret organisational policies and procedures Writing skills to:
➢ Record entries in customer service records Oral communication skills to:
➢ Use probe questioning to determine customer needs, preferences and problems; clarify ambiguities; and adequately understand customer complaints Numeracy skills to:
➢ Calculate the cost of products and services, estimate profitability, and consider the cost of customer compensation Problem-solving skills to:
➢ Determine adequate and appropriate compensation for service or product difficulty Technology skills to:
➢ Use computers and databases that manage customer profiles and promotional activities Answer the activity in as much detail as possible, considering your organisational requirements.
