Assessment Schedule Assessor Use Only US: v1 - Level 3-4 Credits - Demonstrate knowledge of communication and customer service theory in a tourism workplace US: v1 - Level 3-10 Credits - Provide customer service experiences in a tourism workplace US: 23764 v1 - Level 3-3 Credits - Demonstrate verbal communication skills in a wide range of tourism contexts US: 23769 v1 - Level 3-3 Credits - Demonstrate knowledge of the sales function within a tourism workplace *US: 23755 v1 - Level 3-3 Credits - Identify and self-evaluate the demands of a specific role in a tourism workplace *US: 23760 v1 - Level 3-3 Credits - Work in a team on a tourism workplace task or project * The assessments for 23755 and 23760 should have been completed prior to this assessment. If the trainee has not already completed these assessments please contact ATTTO The Hub on thehub@attto.org.nz or (04) 499 6570. This assessment schedule has been designed to help you ensure the correct evidence has been submitted by the trainee and that it meets the requirements of the Customer Experience Award Assessment. Important Notes The Customer Experience Award Assessment is based on working in a tourism workplace. In some parts of the assessment the trainee is provided with tourism workplace scenarios, other parts refer specifically to their tourism workplace. In the assessment tourism workplace refers to any organisation involved in the domestic tourism industry, the inbound tourism industry, or the outbound tourism industry. Examples of tourism workplaces transport operators, accommodation providers, attraction and activity operators, food and beverage establishments, visitor information centres, travel retailers, and travel wholesalers. Certain areas of the assessment require verification. The verifier must be the trainee s manager, team leader or supervisor. In some cases the verifier and the assessor may be the same person. It should be noted that the ATTTO workplace assessor has the overall sign off on all areas of the assessment including those sections signed off by the verifier. You may want to use the Assessment Checklist at the back of this assessment schedule when marking the trainee s submitted work. Edition 2 Published June 2012 Page 1 of 22
The Process This is the information the trainee has been given in regards to the process for them completing the assessment for the Customer Experience Award: Read through the workbook and complete the workbook activities. We recommend you read and complete the exercises in the Customer Experience Award workbook before completing the assessment. By doing this you will have a good understanding of the content of the unit standards and it will help you prepare for the assessment. Complete the assessment tasks. Use the Trainee Assessment Checklist on the next page to mark off the tasks as you complete them. You can complete the tasks in any order. Submit your work to your assessor as you complete it: Task 1 and Task 2 Task 3 Task 4 Please use blue or black pen throughout the assessment, not pencil. If you make a mistake just cross it out and rewrite your answer. Do not use white out (correction fluid) products. For task 3 as you complete each Customer Service Experience, arrange to meet and discuss each one with your manager, team leader or supervisor so they can verify your assessment. Once your assessor has assessed your work and you are competent they will send a competency report to ATTTO. ATTTO reports your results to NZQA. Your certificate is issued. Resources The following resources may be useful when assessing against this unit standard: The trainee Customer Experience Award workbook this can be ordered by contacting The Hub on thehub@attto.org.nz or (04) 499 6570. Tourism industry workplace policies and procedures. Feedback If you would like to provide feedback on the Customer Experience Award Assessment or Assessment Schedule please email the Assessment Development Team on assessment@attto.org.nz. Edition 2 Published June 2012 Page 2 of 22
Task 1 Communication Task 1 is about the trainee showing they understand the communication process. 1.1 a) The trainee needs to describe a theoretical model of interpersonal communication as it applies to a tourism workplace situation. Answers: Sender Idea Encode Transmit Receiver Receive Decode Feedback Josie (the customer). Josie wants to go to Brisbane on holiday. Josie tells Brent she wants to go on holiday next month to Brisbane. Josie transmits her message via telephone (verbally). Brent (the travel agent). Brent hears that Josie wants to go on holiday next month. Brent writes down Lisbon, Portugal on his notepad. Brent asks Josie when next month she wanted to go to Lisbon. The trainee must describe a theoretical model of interpersonal communication as it applies to a tourism workplace situation. Answers must be similar to those stated in the evidence requirements. Wording may vary slightly. Edition 2 Published June 2012 Page 3 of 22
1.2 b) The trainee needs to choose four components of verbal communication and describe how they apply to effective communication. Note: The trainee has the following information and sample answer in their assessment to help guide them. Effective verbal communication is essential in a tourism workplace. The way you speak to people will depend on the situation you are in, and in a work situation it is important to use language that is suitable for the company you represent. Your customers will also have expectations about how you should communicate with them. Sample answer: Grammar Use of grammar refers to the rules by which words are used and put together to form sentences. It is important to use correct grammar when speaking with customers otherwise it could cause confusion. Using the correct grammar will make things nice and clear for the customer and it will also give them more confidence in your abilities. The trainee must describe how four components of verbal communication apply to effective communication. Components of verbal communication may include: Clarity of speech Articulation Listening skills Voice projection Voice modulation Questioning skills Feedback Other (please specify) The trainee s answers will vary. Assessor sample answers: Voice modulation This is when you change the tone of your voice. It is important to vary your tone when talking with customers as it shows you are interested in them and it will prevent your voice from sounding monotone and boring which will not be engaging for the customer. Varying your tone will help establish a good rapport. Voice projection You need to make sure you project your voice appropriate to the situation, this means not speaking too softly so that people are straining to hear you, or too loudly otherwise they will feel like you are shouting at them. When you project your voice at the right level it usually installs confidence and often gives more credibility to what you are saying. Edition 2 Published June 2012 Page 4 of 22
1.3 c) The trainee needs to choose three components of non-verbal communication and describe how they apply to effective communication. Note: The trainee has the following information in their assessment to help guide them. Effective non-verbal communication is communication without words or sounds. It includes your body language, facial expressions, posture, how closed or open you are physically, your level of eye contact, your gestures, as well as your style of dress and the personal space you keep around you. Non-verbal communication is a critical part of communication and it is always important to remember the saying actions speak louder than words. Assessor sample answers: Body language Body language is an important part of effective communication, it is important your body language matches what you are saying and how you are saying it otherwise it could become a barrier to communication. Displaying positive / appropriate body language will help establish rapport with the person or people you are communicating with. Use of silence When used correctly, the use of silence in communication can be very effective. Depending on the situation it is at times useful to remain silent in order to give the other person time to think or express what they are trying to say. Using silence appropriately will show you are attentive, prepared to listen and that you are not rushing the person you are communicating with. The trainee must describe how three components of non-verbal communication apply to effective communication. Components of non-verbal communication may include: Body language Posture Use of silence Facial expressions Eye contact Personal space Gestures Other (please specify) The trainee s answers will vary. Edition 2 Published June 2012 Page 5 of 22
1.4 d) The trainee needs to describe barriers to effective communication in a variety of tourism workplace scenarios. There are three scenarios. For each scenario the trainee needs to describe three barriers to effective communication. Note: The trainee has the following information in their assessment to help guide them. Barriers to effective communication are those things that will interfere with the communication process and result in the sender and receiver misunderstanding each other, or simply make communication difficult. Assessor sample answers: Scenario 1 Barrier 1: Organisational There are normally three people who work in the Visitor Centre but with one person away sick and the other colleague out at lunch the staff shortage over the busy lunch time has created an organisational barrier. Barrier 2: Personal The personal barrier is a direct result of the remaining staff member feeling tired as well as stressed due to being short staffed. Barrier 3: Physical There are several physical barriers: the child running around playing with the displays and yelling when his mother tries to make him stop; the phone ringing every few minutes; and the courier. All of these are a distraction and will have an impact on communication. The staff member will be struggling to focus. The trainee must describe three barriers to effective communication for each scenario. Barriers to effective communication may include: Cultural differences Stereotyping Not listening actively Physical Personal Non-verbal communication Age differences Educational differences Voice modulation and articulation Organisational Word Choice The trainee s answers will vary. Edition 2 Published June 2012 Page 6 of 22
Scenario 2 See previous page for. Barrier 1: Age differences The age differences between the Japanese couple and Sean could be a barrier to communication. Sean is talking at them rather than to them. Barrier 2: Not listening actively Sean is not listening actively to his customers as he keeps speaking over the top of them. Barrier 3: Word choice Sean uses industry jargon when telling the customer what he s booked for them and this has created a barrier to communication as the elderly couple look at each other confused. Other barriers for this scenario could include: Cultural differences and Educational differences. Scenario 3 Barrier 1: Stereotyping Marcia has assumed the young guy who has walked in is a backpacker. She has stereotyped backpackers as not wanting to spend any money. Barrier 2: Non-verbal communication By folding her arms across her chest Marcia is displaying negative body language which is creating a barrier to effective communication. Barrier 3: Voice modulation and articulation The tone of Marcia s voice is creating a barrier to communication; it is telling the customer she isn t interested in helping him. Another barrier for this scenario could include: Personal. Edition 2 Published June 2012 Page 7 of 22
1.5 e) The trainee needs to identify examples of good communication using the three tourism workplace scenarios provided. Answers: Scenario 1 Examples of good communication: Open and positive body language. Speaks clearly and projects her voice Faces her customers when talking to them. Scenario 2 Examples of good communication: Greet customers warmly, smile and make eye contact. Speak clearly, altering the pace to suit each customer. Allow personal space and if it is noisy project his voice accordingly. Scenario 3 Examples of good communication: Faces customers when talking to them. Makes eye contact, smiles and nods her head (positive body language). Listens actively and uses feedback. The trainee must identify examples of good communication in a variety of tourism workplace scenarios as per the evidence requirements. The trainee must correctly identify at least two examples of good communication per scenario. The trainee s wording may vary slightly. Edition 2 Published June 2012 Page 8 of 22
Task 2 Customer Service Task 2 is about the trainee showing they understand customer service. 2.1 a) The trainee needs to choose four components of good customer service and explain them in terms of a tourism workplace. Note: The trainee has the following information in their assessment to help guide them. Components of good customer service are the things you do that make your customers happy and satisfied. Assessor sample answers: Establish or building rapport Mirroring customer body language is an effective way to establish rapport as it helps you get on the same wave length. Determine customer needs and expectations To correctly determine customer needs and expectations will mean that several effective communication techniques have been applied. This will include questioning skills, listening skills (active listening) and feedback, all of which are essential components of good customer service. The trainee must explain four components of good customer service in terms of a tourism workplace. Components of good customer service may include: Establish or building rapport Good product knowledge Good communication skills Determine customer needs and expectations Evaluation and feedback Empathy Other (please specify) The trainee s answers will vary. Edition 2 Published June 2012 Page 9 of 22
2.2 b) The trainee explains two benefits of good customer service to a tourism workplace. Note: The trainee has the following information in their assessment to help guide them. Benefits of good customer service are the rewards/advantages that you and your workplace receive for giving good customer service. Assessor sample answers: Repeat business, referrals and positive word of mouth advertising If good customer service is given this will result in more business for the workplace through referrals and repeat business. If customers are happy they will come back as well as tell other people about their good experience(s). All of this is very good for both your reputation and the workplace reputation. Higher / increased productivity Productivity will most likely increase if good customer service is given as time does not then need to be spent sorting out and dealing with customer complaints. The trainee must explain two benefits of good customer service to a tourism workplace. Benefits of good customer service may include: Satisfied customers Repeat business Referrals Satisfied staff (job satisfaction) Positive word of mouth advertising Positive feedback from customers Promotions and opportunities for staff Higher / increased productivity Potential for up-selling or add-on sales Business is more profitable Other (please specify) The trainee s answers will vary. Edition 2 Published June 2012 Page 10 of 22
2.3 & 2.4 c) The trainee needs to identify three examples of good customer service and three examples of bad customer service using the six tourism workplace scenarios provided. Answers: Scenario 1 The Rental Car Booking Agent This scenario is an example of: Good customer service Scenario 2 The Adventure Tour Guide This scenario is an example of: Bad customer service Scenario 3 The Travel Wholesaler This scenario is an example of: Good customer service Scenario 4 The Cafe Waitress This scenario is an example of: Bad customer service Scenario 5 The Travel Agent This scenario is an example of: Bad customer service Scenario 6 The Museum Host This scenario is an example of: Good customer service The trainee must identify three examples of good customer service and three examples of bad customer service as per the evidence requirements. Edition 2 Published June 2012 Page 11 of 22
2.5 d) The trainee needs to identify two outcomes of poor customer service in terms of the impact it can have on a tourism workplace. Answers: A negative review on Trip Advisor. Unhappy customers. The trainee must identify two outcomes of poor customer service in terms of the impact it can have on a tourism workplace as per the evidence requirements. 2.6 e) The trainee needs to, for each customer type, identify the customer service strategies they could use to meet the needs and expectations of that customer. Answers: A customer in a wheelchair Speak slowly and clearly, use lots of body language If possible sit down so you are at eye level Ask questions to determine their needs Listen actively An elderly customer with a walking stick and who is wearing a hearing aid Be patient Face the customer and talk really loudly at them Speak slowly and clearly, projecting your voice if necessary Be prepared to go through information more than once A middle aged Chinese couple who have English as a second language Listen actively and ask questions to clarify Talk really loud and use lots of gestures Be patient and explain things slowly and clearly Smile, nod and bow lots The trainee must identify customer service strategies that meet the needs and expectations of different tourism customer types as per the evidence requirements. The trainee must correctly identify at least two customer service strategies per customer. Edition 2 Published June 2012 Page 12 of 22
Task 3 Customer Service Experiences Task 3 is about the trainee showing they are able to provide customer service experiences in the workplace. 1.3 1.4 1.5 1.6 1.7 1.8 1.9 1.10 1.11 1.12 23764 1.1 1.2 a) The trainee needs to provide evidence for three different customer service experiences. Note: The trainee has the following information in their assessment to help guide them. Customer service experiences refer to any action taken to meet customer needs and expectations in relation to the provision of goods and/or services this includes everything from the initial greeting to the final farewell stage. Examples of customer service experiences making a booking, providing visitor information, making a sale, tour guiding, etc. Interactions may be face to face, on the telephone or require a combination of both. The trainee has three customer service experience sheets, one for each experience. It is important they read through the information on the sheet as this clearly outlines what they need to do for this task. On each sheet they need to provide a brief description of the visitor enquiry. For example: Brief description of the customer service experience Customer Service Experience No. 1 A customer phoned up to enquire about entry prices and opening hours. Date of enquiry: 19 / 06 / 2012 After each customer service experience they need to take the time to sit down and make some notes so that when they get together with their verifier they can talk them through the experience and answer any questions they have. For example: The trainee must provide evidence for three different customer service experiences as per the evidence requirements. Note: Two of the customer service experiences will count towards the two way verbal communication examples needed for unit standard 23764. It should be noted that the ATTTO workplace assessor has the overall sign off on all areas of the assessment including those sections signed off by the verifier. Edition 2 Published June 2012 Page 13 of 22
1.3 All components of the customer service experience met workplace requirements. Examples of components = greeting, questioning, provision of product or service, farewell, follow up. Verifier Use Only C NYC Eg The phone was answered within three rings and the standard greeting used. Trainee Notes: The phone was answered within three rings and the standard greeting used. I asked questions to clarify, provided product information, and thanked the customer for their call, advising we hope to see them visit our attraction soon. The verifier must complete the section at the end of each Customer Service Experience sheet. Note: See a copy of the customer service experience sheet at the back of this assessment schedule. 1.1 1.2 1.3 1.11 1.12 23764 1.1 1.2 b) The trainee needs to get their manager, team leader or supervisor to complete the verification. A copy of the verification is shown below. Manager / Team Leader / Supervisor Verification I can confidently verify that the trainee named below meets all the requirements listed. Trainee Name: (please print) The trainee must submit the verification completed by their manager, team leader or supervisor. In their tourism work role they provide customer service in accordance with the requirements of their job description. Their personal presentation is in accordance with our tourism workplace requirements. - Personal presentation may include presentation of self, workplace, workstation, and vehicle. Edition 2 Published June 2012 Page 14 of 22
They provide customer service experiences on a regular basis in accordance with our tourism workplace requirements. - Customer service experiences refer to any action taken to meet customer needs and expectations in relation to the provision of goods and/or services this includes everything from the initial greeting to the final farewell stage. They are able to deal with any difficult situations in accordance with our tourism workplace requirements. - Difficult situations refer to any situations requiring special attention to address customer needs. Examples of difficult situations may include: non-availability of product, non-availability of confirmed services, angry or distressed customers, customer complaints, delays in service, dealing with situations where errors are made by a third party, a misunderstanding in communication. They communicate verbally (one way and two way) in a wide range of tourism contexts. - One way verbal communication involves an individual presenting a relevant tourism workplace topic faceto-face to a group; a group is considered to be more than two people. Eg A debrief to three colleagues. - Two way verbal communication involves an individual communicating within a tourism context with at least one other person either face-to-face or over the telephone. Eg A customer service experience. - A wide range of contexts refers to situations that occur in the day-to-day operation of a tourism workplace. Your Name: (please print) Your position: (please print) Signature: Date: Edition 2 Published June 2012 Page 15 of 22
Task 4 The Sales Function Task 4 is about the trainee showing they understand the sales function within a tourism workplace. 23769 1.1 a) The trainee needs to describe the purpose of the selling function in terms of its contribution to the achievement of workplace objectives. Note: The trainee has the following information in their assessment to help guide them. Workplace objectives incorporate the vision, mission statement, and business objectives (or company goals) of the workplace. For example: Vision World class products, services and customer service delivery. Mission Statement To be New Zealand s leading tourism provider through the provision of world class products, services, and customer service delivery, with a team of friendly, dedicated and knowledgeable staff. Company Goals To provide a unique and special experience for our customers. To provide value for money. To develop strong associations with suppliers and community partners. To conduct all business operations with honesty and integrity. To provide a great place for our staff to work. So this question looks at how the selling function contributes to the achievement of workplace objectives or company goals. The trainee must describe the purpose of the selling function in terms of its contribution to the achievement of workplace objectives. The trainee s answer will vary. Assessor sample answer: The sales function involves everyone in a selling role interacting directly with customers who purchase the products and/or services which directly affects the company s profitability. Edition 2 Published June 2012 Page 16 of 22
23769 1.2 b) The trainee needs to describe the impact they have as a sales person on the image and success of their workplace. Assessor sample answer: The role of a sales person is important as they represent the workplace and how the customer views the sales person will impact on the reputation of the workplace. If they like the sales person then they will be more likely to purchase from them and tell others about their experience. The trainee must describe the role they undertake as a sales person in terms of its impact on the workplace image and success. The trainee s answer will vary. 23769 1.3 c) The trainee needs to use the information in their Customer Experience Award workbook to help them complete the sentences in the assessment. By doing this they will be describing the characteristics of effective sellers in terms of their impact on sales to tourism workplace customers. Answers: Characteristic: Attitude Customers expect a positive can-do attitude from their service providers in the tourism industry. This will be rewarded by your customers through positive word-of-mouth advertising, repeat business and new customers. Characteristic: Communication skills Effective listening and questioning skills are the key to the customer feeling good about their experience with your business. This will enable you to engage your customer and establish rapport. The trainee must describe the characteristics of effective sellers in terms of their impact on sales to tourism workplace customers as per the evidence requirements. Note: The information used by the trainee to complete the sentences is on page 99 of the Customer Experience Award workbook. Characteristic: Motivation There are generally three factors that influence motivation. They are interesting work, challenges and increased responsibility. These factors do however differ (or vary) from person to person. Having the energy and desire to do the best for your customer, will create a positive customer experience and will likely result in increased sales. Edition 2 Published June 2012 Page 17 of 22
Characteristic: Personality Personality is what makes you who you are your likes and dislikes, beliefs and values, all these create your personality. Generally customers (or people) like to be around people who make them feel comfortable and have a positive energy. These personalities (or people) can usually sell a product or service with little effort. See previous page for. Characteristic: Product knowledge Your customers expect you to know about the products you sell, or to be able to find out for them. They see you as the expert and to be an effective sales person you have to have good product knowledge. The knowledge you have about products helps them to make an informed decision. Characteristic: Technical skills Using systems and processes confidently at your work can speed up the sales process therefore creating a better customer experience. Characteristic: Customer service skills Customer service skills consist of many different components and are reliant on the characteristics of effective sellers, such as attitude, communication skills, motivation, personality, product knowledge and technical skills. Edition 2 Published June 2012 Page 18 of 22
23769 1.4 d) The trainee needs to describe the concepts of up-selling and suggestion selling in terms of their significance to workplace objectives. Assessor sample answers: How does up-selling contribute to workplace objectives (business objectives)? By convincing the customer to purchase a higher priced product and/or service than the one originally enquired about you are increasing sales and therefore profitability for the workplace. Provide an example where up-selling can occur in your workplace. Answers will vary. How does suggestion selling contribute to workplace objectives (business objectives)? By increasing the value of the customer purchase through suggestion selling you are increasing sales and therefore profitability for the workplace. Provide an example where suggestion selling can occur in your workplace. Answers will vary. The trainee must describe the concepts of up-selling and suggestion selling in terms of their significance to workplace objectives. The trainee s answers will vary. Note: It is not critical for the trainee to provide examples of where up-selling and suggestion selling can occur in their workplace. Edition 2 Published June 2012 Page 19 of 22
23769 1.5 e) The trainee needs to identify the features and benefits for each of the products provided. Note: The trainee has the following information in their assessment to help guide them. Feature = What a product or service is, has, or does. The facts, specifications, or inclusions of a product or service. Benefit = What the product or service provides for the customer, it explains why a feature is useful, necessary, or relevant. The customer usually wants to know: What s in it for me? For each product there are three features and three benefits. The trainee must identify the features and benefits of the products provided as per the evidence requirements. Product: A tourism attraction Feature Benefit Example: There are nine different activities to choose from. Example: There is an activity for everyone. There is a gift shop and café on site. Activities run at regular intervals throughout the day. You get to choose the activities you want and one is free. Purchase a souvenir and enjoy something to eat. A multi-pass is available which covers any five activities for the price of four. It doesn t matter what time you arrive. Edition 2 Published June 2012 Page 20 of 22
Product: A rental car Feature Benefit Eight different sized vehicles in the hire fleet. The hire rate includes unlimited kilometres. This will keep you cool in summer and warm in winter. There is a vehicle to suit your needs. All vehicles have air-conditioning. No restrictions or extra charges on the kms driven. See previous page for. Product: Museum audio tours Feature Benefit There are two different museum audio tours to choose from. The audio player has a start and pause button. Save $10.00. You can choose the tour that suits you. The tours are $20.00 each or two for $30.00. You can take the tour at your own pace, stopping to look at something for longer if you wish. Edition 2 Published June 2012 Page 21 of 22
23769 1.6 f) The trainee needs to choose three different products from their workplace and for each product identify an addon in terms of features and benefits that may complement the product. Note: The trainee has the following information in their assessment to help guide them. For example: Product: A two hour harbour cruise (adult price $30.00) departures at 9.30am or 1.30pm. Add-on: Pre-pay an additional $5.00 for morning tea or afternoon tea (valued at $10.00). Feature: Morning tea or afternoon tea consists of a hot or cold drink and a muffin or scone. Benefit: No need to bring along food or drink, sit back and enjoy the cruise whilst having a drink and something to eat. Product: A 30 minute jet boat ride. Add-on: A souvenir t-shirt for $25.00. Feature: Three different designs to choose from and two different styles (round or v neck). Benefit: You have a souvenir to remember the experience by. The trainee must identify, for three different products, addons in terms of features and benefits that may complement the product offered. The trainee s answers will vary. Edition 2 Published June 2012 Page 22 of 22
Customer Experience Award Customer Service Experience sheet used in Task 3 Customer Service Experience No. 1 Brief description of the customer service experience Date of enquiry: Verifier Use Only C NYC 1.3 All components of the customer service experience met workplace requirements. Examples of components = greeting, questioning, provision of product or service, farewell, follow up. Eg The phone was answered within three rings and the standard greeting used. Trainee Notes: 1.4 Customer service was provided within timeframes appropriate to the situation. Eg The timeframe suited the situation, the customer service wasn t too fast (rushed) or too slow. Trainee Notes: 1.5 & 23764 1.2 Your personal behaviours and attitudes were appropriate to the customer service experience and met workplace requirements. Examples of personal behaviours and attitudes = confidence, enthusiasm, interest, polite, friendly, appropriate eye contact, positive body language. Eg During the customer service experience you were friendly and showed enthusiasm and interest. Trainee Notes: 1.6 & 23764 1.1 All aspects of communication were appropriate to the characteristics and needs of the customer and met workplace requirements. Examples of communication = listening skills, questioning skills, verbal and non-verbal communication. Eg The customer wasn t exactly sure about something so you asked questions to clarify, listened actively, and demonstrated positive body language to show the customer you were interested. Trainee Notes: 1.7 The customer s needs and tourism workplace expectations were met through your product knowledge. Eg Product knowledge is demonstrated through matching customer needs to products and/or services. Features and benefits of products and/or services were explained to the customer. Trainee Notes: Customer Experience Award Assessment Edition 2 Published June 2012
1.8 Customer Experience Award Additional and/or alternative information given provided potential added value to the customer s experience. Eg You recommended something extra or an alternative that will add value to the customer s experience. Trainee Notes: 1.9 & 23764 1.2 The customer service provided met any special needs of the customer. Examples of special needs = age, language, culture or nationality, disability, dietary requirements, physique, unaccompanied minors. Eg The customer was hard of hearing and appropriate communication was used, such as talking slowly and clearly. Trainee Notes: 1.10 Technical skills were exercised according to workplace requirements. Examples of technical skills = general computer skills, computer reservation skills, operating equipment. Eg A reservation was made using a booking system, the customer s payment was processed using the eftpos system, information was photocopied for the customer, etc. Trainee Notes: 1.11 & 23764 1.2 Any difficult situations were dealt with according to workplace requirements. Examples of difficult situations = non-availability of a product, non-availability of confirmed services, angry or distressed customers, customer complaints, delays in service, dealing with situations where errors are made by a third party, a misunderstanding in communication. Eg A customer wanted to do a tour on a particular day and it was fully booked, the difficult situation was finding another suitable day and time for them to do the tour. Please state if there was no difficult situation. Trainee Notes: 1.12 Any required documentation was accurate and met workplace requirements. Examples of documentation = tickets, vouchers, health and safety forms, registration card, receipts. Eg A voucher is printed off for the customer. If there was no documentation please state this. Trainee Notes: Verifier Use Only Name of Trainee: Competent Date: Not Yet Competent Date: Name of Verifier: Verifiers Job Title: Verifiers Signature: Verifiers Overall Comments: Customer Experience Award Assessment Edition 2 Published June 2012
Customer Experience Award Assessment Checklist Trainee Name: (please print) Task 1 - Communication Competent 1.1 a) Describe a theoretical model of interpersonal communication. b) Describe how components of verbal communication apply to effective communication. Component 1 Component 2 Component 3 Component 4 1.2 1.3 1.4 1.5 c) Describe how components of non-verbal communication apply to effective communication. Component 1 Component 2 Component 3 d) Describe barriers to effective communication. Scenario 1 Scenario 2 Scenario 3 Barrier 1 Barrier 1 Barrier 1 Barrier 2 Barrier 2 Barrier 2 Barrier 3 Barrier 3 Barrier 3 e) Identify examples of good communication. Scenario 1 Scenario 2 Scenario 3 Assessor Comments: Task 2 Customer Service 2.1 a) Explain components of good customer service. Component 1 Component 2 Component 3 Component 4 Competent 2.2 b) Explain benefits of good customer service. Benefit 1 Benefit 2 c) Identify examples of good customer service and bad customer service. 2.3 & 2.4 Good Example 1 Example 2 Example 3 Bad Example 1 Example 2 Example 3 2.5 2.6 d) Identify outcomes of bad customer service. Outcome 1 Outcome 2 e) Identify customer service strategies that meet the needs and expectations of different tourism customer types. Customer type 1 Customer type 2 Customer type 3 Assessor Comments:
Customer Experience Award Task 3 Customer Service Experiences Parts of & 23764 Parts of & 23764 a) Provide customer service experiences in the workplace. Customer service experience 1 Customer service experience 2 Customer service experience 3 b) Completed verification. Assessor Comments: Competent Task 4 The Sales Function 23769 1.1 23769 1.2 23769 1.3 23769 1.4 23769 1.5 a) Describe the purpose of the selling function in terms of its contribution to the achievement of workplace objectives. b) Describe your role as a sales person in terms of the impact on workplace image and success. c) Describe the characteristics of effective sellers in terms of their impact on sales to a tourism workplace. d) Describe the concepts of up-selling and suggestion selling. e) Identify the difference between features and benefits that complement another product. Product 1 Product 2 Product 3 Competent 23769 1.6 f) Identify add-ons in terms of features and benefits that complement another product. Add-on 1 Add-on 2 Add-on 3 Assessor Comments: