Elements and Performance Criteria

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Communication may be:
verbal
by written format, such as handwritten, electronic e.g. email, or hard copy e.g. letter
by telephone
face-to-face
varied according to the needs of the customer including:
use of appropriate voice tonality and volume
use of languages other than English
use of a family interpreter
use of basic gestures
use of visual aids such as photographs, sketches or product information sheets
formal
informal using abbreviations.
Customers may be:
team members and colleagues in a large internal structure
external customers and clients
business to business customer e.g. retailer to an event co-ordinator
e-business
studio
new
regular
retail
corporate.
Non-verbal communication may involve:
body language
dress and accessories
gestures and mannerisms
use of space
culturally specific communication, customs and practices.
Cultural and social diversity may include:
modes of greeting, farewelling and conversation
body language, including use of body gestures
formality of language.
Medium of communication may be via:
letter
promotional materials such as newsletters
fax
email or other electronic communication
simple written messages, such as writing down the price of display items or telephone messages
face-to-face
telephone
two-way communication systems
standard forms and pro formas
assistive technology, e.g. telephone typewriter (TTY).
Factorsaffecting the selection of appropriate medium may include:
technical and operational features
access of the sender and receiver to necessary equipment
technical skills required to use the medium
required format
degree of formality required
urgency and timeframes.
Protocols and the organisation's procedures may include:
modes of greeting and farewelling
addressing the person by name
required timeframe for addressing and serving customers
required timeframe for response to an enquiry
style manual requirements
use of standard letters
use of pro-formas e.g. tickets, labels, signs and quotations
relationship with relay organisation.
Personal presentation may include:
attire, shoes and accessories
wearing of uniform items within the organisation's policy requirements
complying with organisation's policy for personal presentation
hair and grooming
hands and nails
jewellery
personal hygiene.
Customers with special service needs may include:
people with a disability
people with special cultural or language needs
unaccompanied children or adolescents
parents with young children
pregnant women
aged people.
Customers faced withspecial circumstancesmay include:
people facing the stresses of co-ordinating a special event or special occasions
grieving family members or friends
customers purchasing funeral products that must comply with the procedures of funeral directors, cemeteries or crematoria
people with last-minute special requests.
Promotional servicesmay include:
customer loyalty programs
newsletters
email notification of sales, new product ranges or reminders of forthcoming special occasions such as mother's day and Valentine's day
sale of gift vouchers
discount vouchers.
Customer complaints may relate to:
problems with the service, such as delays or wrong orders
problems with the product
communication barriers or misunderstandings
communication via email or other electronic means, telephone, mail or face-to face contact.

EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
knowledge of communication and customer service principles and their importance in a floristry service context
ability to communicate effectively with a variety of customers including those with special needs,difficult customers or customers with a complaint
ability to provide quality customer service on multiple occasions. To ensure consistency of performance and ability to respond to different circumstances,this should occur over a period of time and cover a range of diverse customer service situations, including the resolution of complaints
completion of service within commercial time constraints so that all customers are served effectively.

Context of and specific resources for assessment
Assessment must ensure:
access to a fully equipped floristry service environment using appropriate telephones, computers, printers, information programs, product publications and software programs currently used in the floristry industry to assist with communication and service provision
interaction with customers to demonstrate the interpersonal communication requirements of the unit
the presence of sufficient customer traffic that allows for prioritisation of tasks.

Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of the candidate providing service to customers
project or work activities that show the candidate's ability to provide quality customer service that meets the requirements of differing industry contexts e.g. service within retail floristry shops, studio environments, telephone sales environments, e-businesses
role-plays about communication situations and the resolution of complaints and misunderstandings
review of simple messages written by the candidate for various situations
review of customer feedback
written and oral questioning or interview to test knowledge of effective communication techniques and personal presentation requirements
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBDES402A Interpret and respond to a design brief
SFLDEC302A Design floristry products
SFLDEC407A Design complex floristry products
SFLDEC409A Coordinate floristry products for a special occasion
SFLDEC511A Style and manage an event
SFLSOP308A Prepare quotations for floristry products
SIRXSLS301A Sell products and services.