To be assessed for this competency, you must demonstrate your ability to:
• Gather information about procedures, methods and equipment requirements for workplace communication, with the assistance of others
• Use appropriate verbal and non-verbal skills to seek and convey information in face-to-face situations
• Draft routine written documents within designated timeframes and check that the documents meet organisational requirements.
The following Assessment Tasks must be completed by you to enable you to demonstrate these skills.
These must be conducted:
Using the simulated business Bounce Fitness
or
In your own workplace if you can access all the documents and conduct all the activities.
If you are using your own business, simply replace references to Bounce Fitness
with the name of your organization.
Ensure that you gain the approval of your choice with your Assessor before commencing.
The documents you will require if you are using the simulated business Bounce
Fitness can be found on the Bounce Fitness website:
• People tab / Hierarchal Structure
• Procedures tab / Administrative Procedures / Style Guide
•
Task 1 Theory: Short Answer Questions
1.
Option 1:
Using the same scenario, you may choose your own workplace OR
Option 2:
You are working for Bounce Fitness as a personal trainer. A client has entered the Centre, and wishes to speak to someone about buying a membership. Describe the process you would undertake to gain the information that the customer will require to decide regarding the membership. You should note that you do not have to mention specific aspects of the membership, rather just provide a general indication of how you would get to know the customer’s needs.
Ensure that you answer the following questions:
1a. What interpersonal skills you would use, and how they would assist you in gaining information?
Answer
1b. How you would assess the client’s needs, and priorities them to provide relevant information?
Answer
1c. What types of information you would provide to the customer given the information you will have gained from them?
Answer
1d. What limitations do you note in your own performance when identifying client’s needs? What do you recommend you should do to improve this?
Answer
1e. A customer has entered your office, and wishes to gain some information about the training that you offer, however you are on a call from Head Office asking for some reports they urgently require. How would you deal with this situation?
Answer
1f. What is rapport? How have you tried to gain rapport with your customers in the past?
Answer
1g. A customer has come into the office, and has a complaint that they have not received their membership card, and it has now been three weeks since they joined. They are very angry and are shouting quite loudly at you. How would you deal with this customer?
Answer
1h. Briefly describe the most important points for you to remember about each of the following:
Anti-discrimination legislation
Ethical principles
Codes of Practice
Privacy laws
Financial legislation
Workplace Health and Safety (WHS)
Answer
Task 2 Role Play: Delivering Service to Customers
2.
This task requires you to demonstrate your ability to interact with customers and display certain skills. To achieve this, you will participate in two role play situations.
You will be divided into groups. In each group, one will be the sales person (who is being assessed), one will be the customer,
For each scenario, work with different members of the training group.
The Assessor will circulate and assess each Learner when they perform as the sales person
2a.
Role Play 1
The Learner (Sales Person) must use features and benefits of membership in the Bounce Fitness Centre to influence the client of a foreign company to purchase it. The Learner must help them understand and evaluate the features and benefits in terms of satisfying the needs and answer their questions. The second person will be the client to whom the Learner is selling. You will have five minutes to set up a situation and ten minutes for the role play. At the end, the observer will provide feedback
Task 2 a– Assessor verification
Role Play #1
Did the Learner use active listening techniques?
Did the Learner use open and/or closed questions?
Did the Learner speak clearly and concisely?
Did the Learner use appropriate language and tone of voice?
Did the Learner give customers their full attention?
Did the Learner maintain eye-contact (for face-to-face interactions), except where eye-contact may be culturally inappropriate?
Did the Learner use non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)?
Did the Learner use clear written information/communication?
Did the Learner handle sensitive and confidential issues?
2b.
Role Play 2
The client must tell the Learner (Sales Person) that they foresee two of the following problems for undertaking membership, and the Learner must take appropriate action:
•The plan is too expensive
•They travel at least 30 minutes to get to work making it difficult for them to undertake fitness activities in the city
•The Centre has so many members that if they all turned up for early morning classes the Centre would be swamped
The client may lose interest when the novelty wears off and would not attend, so any advantages anticipated would be lost
Task 2 b– Assessor verification
Role Play #2
Did the Learner use active listening techniques?
Did the Learner use open and/or closed questions?
Did the Learner speak clearly and concisely?
Did the Learner use appropriate language and tone of voice?
Did the Learner give customers their full attention?
Did the Learner maintain eye-contact (for face-to-face interactions), except where eye-contact may be culturally inappropriate?
Did the Learner use non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)?
Did the Learner use clear written information/communication?
Did the Learner handle sensitive and confidential issues?
Task 3 Project: Monitoring Service Delivery
3 This task requires you to review and report on customer service delivery.
Discuss the following points relating to the Customer Satisfaction Surveys and Complaints in the Bounce Fitness Cairns Centre folders.
You should then give this survey to at least five members of your training group who will act as clients and provide feedback to you on your plan. Based on the results of this survey, finalize your report after you have included any suggestions that you feel should be used from the feedback. Discuss the changes and reasons for making them.
Include copies of all surveys and any other documentation from the Bounce Fitness website for your Assessor
3a. Describe the opportunities that you could take from this information and use to improve the quality of service offered in the Bounce Fitness Cairns Centre.
Answer
3b. Describe how you would monitor and check that your improvements were being carried out
Answer
3c. How could you gain feedback from customers on your plan?
Answer
3d. Produce a survey, (you will find models that you can adjust and edit to meet your needs in the Document Folder on Bounce Fitness website) to gain information on your plan from customers
Answer
Performance Criteria Mapping
Assessment Activity PC Mapping
Satisfactory / Not Satisfactory
Task 1 – Theory: Short Answer Questions a) 1.1
b) 1.2
c) 1.3
d) 1.4
e) 2.1
f) 2.2
g) 2.4
Choose an item.
1.1, 1.3, 1.4
Choose an item.
Task 2 – Role Play: Delivering Service to
Customers 2.3, 2.4, 2.5
3.2
a) 3.2,
Choose an item.
Task 3 – Project: Monitoring Service Delivery b) 3.1, 3.3
c) 3.4,
d) 3.1, 3.4
ASSESSMENT SUBMISSION INSTRUCTIONS
Login Details
You will receive your user name and password in an email from the administration team within the first week of your course. If you do not receive this email or are having trouble logging in please let the administration team know.
File Name Requirements
Student Name + Unit Code + Task. For example:
Joe Smith BSBWHS201A
Student Submission Procedure
There are two steps you need to complete to submit your assignment via the Online Learning Centre:
1.Add Submission – this uploads your documents into the Online Learning Centre. You can download and edit the submission as many times as you like. Please note that adding the submission is not the same as submitting the assignment.
2.Submit Assignment – after adding your submission if it is ready to be submitted for marking you will need to select “submit assignment”. Once your assignment is submitted you will not be able to make any more changes to it. Your assignment will then be marked by the trainer.
Adding a Submission
1.Save your assignment with a file name as instructed above.
2.Login at http://eagleacademy.com.au/onlinelearningcentre/login/
3.Find the course that you are enrolled in
4.Find the unit that the assignment belongs to
5.Select “Digital Assessment”
6.Select “Add submission”
7.Drag & drop the assignment into the submission box. Or open the file picker page and select the document you want to upload.
8.Select “Save Changes”
9.Your assignment is now saved as a draft. You can edit your assignment at any time while it is a draft. Do not press “submit assignment” if it is not ready to be submitted to the trainer for marking.
Submit Assignment
1.Login at http://eagleacademy.com.au/onlinelearningcentre/login/
2.Find the course that you are enrolled in
3.Find the unit that the assignment belongs to
4.Select “Digital Assessment”
Edit the submission if you need to.
5.Select “Submit Assignment” (note: your assignment cannot be edited once you complete this step)
6.Confirm that the assignment is your own work except where you have acknowledged the use of the works of other people.
7.Your assignment has now been submitted for grading and you cannot edit it.
8.An email will be sent to your trainer. If you have an email account set up with your OLC profile you will also receive an email notification.
Please ask your trainer or the administration team for help if you are having trouble submitting an assignment.
You will receive notification from your trainer when your assignment is marked and Complete, or if there are task answers to resubmit.
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