15970 version 2
28-Jun-16
1 of 4
RETAIL DELICATESSEN
Provide customer service in a
delicatessen
level:
2
credit:
4
planned review date:
February 2009
sub-field:
Retail, Distribution, and Sales
purpose:
People credited with this unit standard are able to provide
customer service in a delicatessen.
entry information:
Open.
accreditation option:
Evaluation of documentation by NZQA.
moderation option:
A centrally established national moderation system has been
set up by the ServiceIQ.
special notes:
1
The following unit standards may be considered
relevant to and/or supportive of this unit standard, but
are not prerequisite unit standards: Unit 11938, Assist
customers to select goods and/or services face to face;
Unit 11941, Build rapport with customers; Unit 12003,
Demonstrate knowledge of buying and selling in a retail
or distribution environment; Unit 15962, Demonstrate
knowledge of characteristics and uses of delicatessen
products; Unit 15963, Demonstrate knowledge of
handling and storage of delicatessen products.
2
Legislation
Performance of the elements of this unit standard must
comply with the requirements of Food Hygiene
Regulations 1974, Food Act 1981, Health and Safety in
Employment Act 1992, Health and Safety in
Employment Regulations 1995, Consumer Guarantees
Act 1993, Fair Trading Act 1986, Human Rights Act
1993, and their subsequent amendments.
 New Zealand Qualifications Authority 2016
15970 version 2
28-Jun-16
2 of 4
RETAIL DELICATESSEN
Provide customer service in a
delicatessen
3
Definitions
agreed indicates a course of action that is agreed
between two or more people (including the candidate)
and which follows organisational procedures;
organisational procedures refer to instructions to staff
on policy and procedures which are formally
documented, or generally accepted within the
workplace.
4
Evidence is required for serving three customers in the
delicatessen.
Elements and Performance Criteria
element 1
Provide customer service in a delicatessen.
performance criteria
1.1
Customers are managed in accordance with organisational procedures.
Range:
1.2
Customer’s needs are identified in accordance with organisational procedures.
Range:
1.3
may include but is not limited to – promptness, acknowledgement,
greeting, attention, prioritising of customers waiting to be served,
explanation of procedures, recognition of customer’s personal
situations.
needs may include but are not limited to – speed of service;
hygiene; use, product information; quality; quantity; category;
range; packaging; budget; ethnic, religious, disability, dietary
requirements; ease of preparation; presentation.
Product knowledge is demonstrated to ensure customer needs are met.
 New Zealand Qualifications Authority 2016
15970 version 2
28-Jun-16
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RETAIL DELICATESSEN
Provide customer service in a
delicatessen
1.4
Information provided in response to customer inquiry is accurate, and meets
customer’s needs.
Range:
may include but is not limited to – product, ingredients, quantity,
quality, handling, origin, packaging, use, recipes, storage.
1.5
Personal and workplace safety and hygiene practices are maintained.
1.6
Customer special requests are met in accordance with organisational
procedures.
Range:
special requests may include but are not limited to – orders;
alternative product, preparation and packaging; product to taste or
try; additional product; ethnic, religious, disability, dietary
requirements; specialist product or usage information; information
not available within the delicatessen.
Evidence is required for meeting of four special requests.
1.7
Product, packaging and presentation meet customer’s needs.
1.8
Delicatessen knowledge required to make add-on sales is demonstrated in
accordance with organisational procedures.
Range:
1.9
Information on labels is checked for clarity and accuracy.
Range:
1.10
may include but is not limited to – complementary products,
additional products, products outside the delicatessen area.
price, weight, content, use-by date.
Enquiries which require follow-up action are agreed, recorded and action taken
in accordance with organisational procedures.
Range:
may include but is not limited to – orders, information requests,
complaints, new lines.
Comments on this unit standard
Please contact the ServiceIQ qualifications@serviceiq.org.nz if you wish to suggest
changes to the content of this unit standard.
 New Zealand Qualifications Authority 2016
15970 version 2
28-Jun-16
4 of 4
RETAIL DELICATESSEN
Provide customer service in a
delicatessen
Please Note
Providers must be accredited by the Qualifications Authority or a delegated interinstitutional body before they can register credits from assessment against unit standards
or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by the Qualifications Authority before
they can register credits from assessment against unit standards.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for providers wishing to
develop education and training programmes, such as minimum qualifications for tutors and
assessors, and special resource requirements.
This unit standard is covered by AMAP 0225 which can be accessed at
http://www.nzqa.govt.nz/site/framework/search.html.
 New Zealand Qualifications Authority 2016