Changes made to the Assessment Plan by Chai Pei Shan

1

Competency Element 3: Recommend product and services

ROLE PLAY RECORD

Performance Criteria/Underpinning Knowledge

Assessment Criteria

Tick (C)

Tick (NYC)

Evidence to be recorded

PC 3.1 A range of products and services which match customer’s requirements are identified and explained to customer PC 3.2 Products and services which best meet customer’s requirements are presented/ demonstrated to customer for inspection PC 3.3 Product features and benefits are highlighted and explained to customer using appropriate communication skills and organizational procedures

Candidate is able to demonstrate all behaviours below: • Explain/Show a range of products and services promptly that best meet customer’s requirements • Use questioning technique to draw out customer’s wants and needs • Apply active listening to identify product features which the customer needs • Explain product performance to draw benefits to features • Allow the customer to try on the product to demonstrate how the product meets the customer’s requirements

PC 3.4 Alternative or equivalent products and services are recommended to customers where appropriate

Candidate is able to demonstrate two of the following behaviours: • Promote or present alternative/equivalent products to customer • Highlight promotional products which may attract customer’s interest • Seize opportunity to cross-sell or up-sell

Changes made to the Assessment Plan by Chai Pei Shan

2

Competency Element 3: Recommend product and services

ORAL QUESTIONING RECORD

Performance Criteria/Underpinning Knowledge

Assessment Criteria

Tick (C)

Tick (NYC)

Evidence to be recorded

UK1 How to apply interpersonal skills, including active listening, greeting, questioning, giving and receiving information

Candidate is able to use interpersonal skills to engage the customer OQ1 (UK 1) How do you find out what a customer needs? Suggested Answer (all 3) • Ask open ended questions • Probing questions to get customer to talk more about his/her requirements • Follow up questions to clarify requirements

UK2 How to explain manufacturers’ specifications, including product performance and warranties to customers and the use of cleaning chemicals, tools and supplies

Candidate is able to explain product specification to customers OQ2 (UK 2) How do you match customer’s requirement to your product recommendation? Suggested Answers Product price range matches the customer’s budget Product must include two of the features that the customer is looking for:

Colour

Design

Material

Cleaning method

Changes made to the Assessment Plan by Chai Pei Shan

3

UK3 Organisational procedures applicable to: • handling customer requests • presenting products and services to customers (Contingency Management Skills)

Candidate is able to handle customer requests OQ3 How do you present products to customers? Suggested Answer (any 1) • Suggest product(s) that meet the requirements • Show and tell the feature(s) and benefit(s) of the product • Allow the customer to choose the items on display • Allow the customer to try on the selected products Candidate is able to present product and services to customer OQ4 When would you present alternative product to the customer? Suggested Answer: • Present alternative product when no match is found.