NZQA Assessment Support Material
Unit standard
56
Title
Attend to customer enquiries face-to-face and on the telephone
Level
1
Vocational pathways
Credits
2
Version
8
Manufacturing and Technology; Primary Industries; Service Industries;
Social and Community Services
Assessor guidelines
Introduction
The following guidelines are supplied to enable assessors to carry out valid and consistent
assessment using this internal assessment resource.
As with all assessment resources, education providers will need to follow their own quality control
processes. Assessors must manage authenticity for any assessment from a public source,
because learners may have access to the assessment schedule or exemplar material. Using this
assessment resource without modification may mean that learners' work is not authentic. The
assessor/educator may need to change figures, measurements or data sources or set a different
context or topic. Assessors need to consider the local context in which learning is taking place and
its relevance for learners.
Assessors need to be very familiar with the outcome being assessed by the unit standard. The
evidence requirements and the explanatory notes contain information, definitions, and
requirements that are crucial when interpreting the standard and assessing learners against it.
Context/setting
This activity requires learners to explain why personal presentation is important when attending to
customer enquiries; attend to customer enquiries face-to-face in a real or simulated workplace; and
attend to customer enquiries over the telephone in a real or simulated workplace.
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Level of performance expected
This is a level 1 standard. This means learners should be:

Using basic general and/or foundation knowledge in theory questions;

Applying basic solutions to simple problems and applying basic skills required to carry out
simple tasks;

Working in highly structured contexts, taking some responsibility for own learning;

Interacting with others.
Conditions of assessment
Assessment can occur in a workplace or in a training or educational establishment, provided that
workplace conditions are closely simulated, for example, in a model office, salon or workshop.
Resource requirements
Documented policies and procedures or established protocols for workplace performance.
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Assessment Schedule
Unit standard
56
Title
Attend to customer enquiries face-to-face and on the telephone
Level
1
Credits
Evidence requirements
Outcome 1
1.1
Range
2.1
Range
2.2
Evidence for achieved
Version
8
Judgements for achieved
Explain why personal presentation is important when attending to customer enquiries.
The importance of personal presentation is
explained in terms of health and safety,
and customer satisfaction.
personal presentation may include but is
not limited to – hair, hands and nails, feet,
body, face, teeth, clothing, accessories
including body jewellery, uniform
requirements, dress guidelines; evidence of
at least six is required.
Outcome 2
2
Task 1 Personal presentation in my workplace
worksheet and Verification
See sample answers for examples of appropriate
responses.
Explanations are consistent with the job identified.
Examples of personal presentation are correctly
described and consistent with identified job.
Verification is completed, signed and dated.
Attend to customer enquiries face-to-face
Customer is greeted in accordance with
workplace requirements.
greeting may include but is not limited to –
smile, polite language, appropriate
welcoming phrase, appropriate non-verbal
communication.
Task 2 Verification for face-to-face enquiries.
See sample answers for examples of appropriate
responses.
Verifier confirms that learner is able to follow
workplace procedures when answering face-to-face
enquiries.
Verification is signed and dated. Verifier is someone
in a supervisory role with appropriate level of
responsibility to confirm performance.
Purpose of enquiry and customer needs is
ascertained in accordance with workplace
requirements.
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Evidence is provided for two face-to-face enquiries.
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2.3
Customer enquiries are responded to in
accordance with workplace requirements.
Range
action taken, farewell statement.
Outcome 3
3.1
Range
Attend to customer enquiries over the telephone.
Call is answered and telephone
communication skills are demonstrated in
accordance with workplace requirements.
Task 3 Verification for telephone enquiries.
See sample answers for examples of appropriate
responses.
must include but is not limited to –
timeliness, courtesy, clarity, personal
identification, active listening, giving
accurate information.
3.2
Personal details of caller are recorded in
accordance with workplace requirements.
3.3
Details of enquiries are noted and checked
for accuracy with caller.
3.4
Customer enquiries are responded to in
accordance with workplace requirements.
Range
action taken, farewell statement.
3.5
Instances where enquiries should be
referred to experienced staff are identified
and acted upon in accordance with
workplace requirements.
Evidence is provided for two telephone enquiries.
Verifier confirms that learner is able to follow
workplace procedures when answering telephone
enquiries.
Verification is signed and dated. Verifier is someone
in a supervisory role with appropriate level of
responsibility to confirm performance.
Judgements should be holistic, rather than based on a checklist approach.
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SAMPLE 1 Task 1
Personal presentation in my workplace
1. What sort of workplace are you working in? Rest home
2. What is your role?
Aged Care Assistant
3. Circle the option which reflects your situation:
I am employed
I am on work experience
I am in a simulated workplace in a training or
educational establishment
4. Personal presentation:
a) Personal presentation is an important aspect of health and safety in my workplace
because:
To prevent injury to myself (example the types of shoes worn) and to prevent injury to residents
(e.g. not allowed to wear jewellery because I might cause skin tears or bruises to residents).
b) Personal presentation is an important aspect of customer satisfaction in my workplace
because:
Respects the dignity of our residents – we must wear clothes that don’t cause offence or
embarrassment.
Requirements for personal presentation in my workplace
These answers are for an Aged Care Assistant.
1
2
3
4
5
6
Hair:
Long hair has to be tied back
Because
Easy to care for, out of the way, can be quite a hot environment so helps to
stay cool.
Hands and nails: Short nails, not allowed to wear nail varnish
Because
It’s a hospital type environment so keeping nails short, means we are less
likely to scratch people when handling people; no nail varnish – doesn’t look
smart with a uniform when it gets chipped etc. Can be unhygienic.
Feet:
Covered in shoes for safety
Because
might drop stuff on our feet, need to be sturdy as beds have brakes that we
have to put on and off, must be comfortable as we’re on our feet all day.
Body:
Daily showers
Because
It can be a hot, physical job so it’s good to start the day clean, also
consideration for other people (workers and residents).
Face:
Make up is okay but we are not allowed to have facial piercings.
Because
Our residents might be intimidated by people with facial piercings.
Clothing:
Uniform top, navy or black shorts/skirts in the summer and navy or black
trousers or skirts in the winter.
Because
Uniform top helps identify everyone who is a worker, we are allowed to wear
our own shorts/skirts/trousers so we can choose something comfortable but we
all have to wear the same colour as this is the uniform.
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SAMPLE 1 Task 2
Verification for face-to-face enquiries
The job in which the learner is being assessed is:
Aged care assistant
Enquiry 1
A resident asked what activities are on today and this week.
Actions taken
Learner showed the weekly activities schedule and helped them organise what
they want to do this week. Residents are sometimes forgetful so resident was
reminded of the activities they decided to do.
Resident asked about today’s meals - what is for lunch and what alternatives are
Enquiry 2
available.
Actions taken
Meal times and choices are written on a board so learner talked through the meal
choices.
SAMPLE 1 Task 3
Verification for telephone enquiries
The job in which the learner is being assessed is:
Aged care assistant
Enquiry 1
A chemist rang and asked who the doctor is for a particular resident.
Actions taken
All staff have to be careful about privacy and there are some things we are not
allowed to tell over the phone. However, in this instance the worker told the
chemist who the doctor for that resident is.
Enquiry 2
A family member rang up, they had heard from another relative that their aunt
was in the hospital wing and wanted confirmation and to know how their aunt is.
Actions taken
We have to be careful about privacy and there are some things we are not
allowed to tell over the phone. However, in this instance the worker was able to
confirm the aunt is in the hospital wing.
Example of a query referred to a more experienced member of staff
The relative wanted more information about the health and condition of their aunt. This query was
passed to our Registered Nurse.
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SAMPLE 2 Task 1
Personal presentation in my workplace
1. What sort of workplace are you working in? Electrical work at various sites
2. What is your role?
Apprentice electrician
3. Circle the option which reflects your situation:
I am employed
I am on work experience
I am in a simulated workplace in a training or
educational establishment
4. Personal presentation:
a) In this job, personal presentation is an important aspect of health and safety because:
I have to wear clothes that won’t get caught on wires or nails, sometimes I work outside so I
have to have clothes that will keep me warm and dry.
b) In this job, personal presentation is an important aspect of customer satisfaction because:
We work in people’s houses and if we bring dirt into the house then we might get the carpet
dirty, or make dirty marks on walls etc.
Requirements for personal presentation in my workplace
1. Hair:
Because
Long hair has to be tied back
Safety – need to be able to see clearly at all times.
2. Hands and nails Clean, when working indoors.
Because
3. Feet:
Because
4. Body:
Because
5. Teeth:
Because
6. Clothing:
Because
We must not get marks on people’s property.
Indoors - take shoes off, so clean socks. Outside - trainers or boots.
we don’t want to get customer’s carpets dirty; safety.
Daily showers
Consideration for other people (workers and residents).
Clean teeth
So I don’t have smelly breath.
Work jacket, work sweatshirt, comfortable trousers, wet weather gear.
Uniform helps identify us with the business; also designed for health and
safety; need to be warm and dry in wet weather.
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SAMPLE 2 Task 2
Verification for face-to-face enquiries
The job in which the learner is being assessed is:
Enquiry 1
Apprentice electrician
I was helping the boss install a new fan in the bathroom. The client asked if it
would also be possible to put in a towel rail today.
Actions taken
Referred the query to the boss and offered to go to the wholesaler to pick one up
if we could find one the customer liked on the internet.
Enquiry 2
I was helping the boss replace some old light switches for new switches and the
customer asked if we could put some double plug sockets where there are
singles.
Actions taken
Apprentice checked the query with the boss and we agreed we could come back
later in the week.
SAMPLE 2 Task 3
Verification for telephone enquiries
The job in which the learner is being assessed is:
Enquiry 1
Apprentice electrician
A customer rang while we were in the van on the way to their job and said they
would not be able to get home in time for the pre-arranged appointment and
asked if we could delay turning up by an hour.
Actions taken
Apprentice checked with the boss who was driving and we said we would do
another job first but might not be there for two hours.
Enquiry 2
A customer rang while I was in the office on my own and wanted to arrange a
quote for a rewire of their rental property.
Actions taken
Apprentice took the customer’s name and address and phone number and a few
details about the property and said the boss would call back to agree a time to be
at the house and do the quote.
Example of a query referred to a more experienced member of staff
All queries have to be referred to the boss as it’s a licensed trade.
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SAMPLE 3 Task 1
Personal presentation in my workplace
1. What sort of workplace are you working in? Butcher shop
2. What is your role?
Apprentice butcher
3. Circle the option which reflects your situation:
I am employed
I am on work experience
I am in a simulated workplace in a training or
educational establishment
4. Personal presentation:
a) Personal presentation is an important aspect of health and safety in my workplace
because:
To prevent injury to myself (example not putting my knife back into my knife block) and to
prevent injury to customers (eg not contaminating food with foreign objects such as plasters).
b) Personal presentation is an important aspect of customer satisfaction in my workplace
because:
We want our customers to feel welcome in our shop and we want our customers to know that
food hygiene is important and that our products are food safe.
Requirements for personal presentation in my workplace
1. Hair:
Because
Long hair tied back in the shop, hat in the boning room.
Prevents food contamination.
2. Hands and nails Short nails, not allowed to wear nail varnish, clean hands and nails.
Because
3. Feet:
Because
4. Body:
Because
Prevents food contamination and passing on bacteria.
Wellington boots in the boning room, sometimes trainers in the shop.
prevents injury in the boning room and can be washed down.
Daily showers; no perfume or aftershave.
Hygiene is important to prevent food contamination and general passing on of
any bacteria or illness; strong smells can taint raw food.
5. Face:
Because
6. Clothing:
Make up is okay but we are not allowed to have facial piercings.
Our boss doesn’t like facial piercings because they put off our customers.
Polo shirt and apron in the shop, sometimes other overalls in the boning room;
sometimes wellingtons in the boning room as these can be washed down;
clothing must be clean.
Because
Uniform is part of our workplace image; no loose fitting clothing to prevent it
getting caught up in machinery with moving parts; clean clothing to prevent
food contamination.
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SAMPLE 3 Task 2
Verification for face-to-face enquiries
The job in which the learner is being assessed is:
Enquiry 1
Apprentice butcher
Customer wanted asked for some suggestions about how to cook the oxtail we
had on special.
Actions taken
Apprentice gave a couple of suggestions for ways of cooking the oxtail.
Enquiry 2
Customer asked if it would be possible to order six meat packs for a rugby raffle
on Saturday.
Actions taken
Apprentice checked with me first and then took an order for the meat packs,
giving a price for all the meat packs and arranged a time when they would be
picked up.
SAMPLE 3 Task 3
Verification for telephone enquiries
The job in which the learner is being assessed is:
Enquiry 1
Apprentice butcher
A customer rang and asked to place an order for half a dozen free range
chickens to be picked up on Saturday morning.
Actions taken
Apprentice took the customer’s name and phone number and confirmed the order
would be ready by 11am on Saturday.
Enquiry 2
A customer rang and wanted to know costs for Christmas hams and what
arrangements are for collection.
Actions taken
Apprentice gave costs per kg from the price list we have in store; arrangements
for collecting hams agreed with individual customer.
Example of a query referred to a more experienced member of staff
Suppliers and reps phone calls are always passed onto the shop owner.
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SAMPLE 4 Task 1
Personal presentation in my workplace
1. What sort of workplace are you working in? Seafood processing plant
2. What is your role?
Fish shop assistant
3. Circle the option which reflects your situation:
I am employed
I am on work experience
I am in a simulated workplace in a training or
educational establishment
4. Personal presentation:
a) In this job, personal presentation is an important aspect of health and safety because:
Unhygienic practices could contaminate food or make food unsafe for consumption.
b) In this job, personal presentation is an important aspect of customer satisfaction because:
Customers will have a negative impression of our company and its products, and might think
that our products are unsafe to eat, if we do not demonstrate good personal hygiene when we
are serving and visible to the public.
Requirements for personal presentation in my workplace
1. Hair:
Because
Tied back, clean and tidy, under a hat if we are processing at the counter
Maintains hygiene, prevents food contamination.
2. Hands and nails: Shortish, clean, gloves are worn to serve and pack food.
Because
3. Feet:
Because
4. Body:
Because
5. Teeth:
Because
6. Clothing:
Because
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Nails must be clean to prevent general contamination in the workplace.
Company provides wellingtons
Safety, Maintains hygiene, prevents contamination from outside.
No special requirement but expected to be clean and well presented.
Presents good company image, pleasant for other workers and customers.
No special requirement but clean.
Presents good company image, pleasant for other workers e.g. no bad breath.
Company overall/coat and trousers
Maintains hygiene, protects our own clothes, promotes company image.
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SAMPLE 4 Task 2
Verification for face-to-face enquiries
The job in which the learner is being assessed is:
Enquiry 1
Shop attached to fish processing plant
A customer asked about types of texture and flavour and which type of fish might
be suitable to curry.
Actions taken
Discussed which fish might work for the dish she is trying to cook – also gave
some other uses of other types of fish.
Enquiry 2
Whether there is likely to be any monkfish available for the weekend.
Actions taken
Said that there usually is but all stock is catch dependent so suggested the
customer calls the day before to check.
SAMPLE 4 Task 3
Verification for telephone enquiries
The job in which the learner is being assessed is:
Enquiry 1
Shop attached to fish processing plant
A local café called to ask if it will be possible to arrange for 20kg smoked salmon
to be available for the weekend.
Actions taken
Confirmed with supervisor in fish shed when next batch will be ready. Ensured
some is put aside for customer to collect on Friday; took contact details.
Enquiry 2
Customer called up to see what fresh fish is in stock at the moment and can
some be held back for 4.30pm?
Actions taken
Talked about what is available, took customer’s name and contact details, put
aside fish as requested.
Example of a query referred to a more experienced member of staff
Orders bigger than 100kg that can’t be processed through the shop get directed to our office.
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