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
Student guidelines
Introduction
This assessment activity requires you to show that you can:

Explain why personal presentation is important when attending to customer enquiries;

Attend to customer enquiries face-to-face;

Attend to customer enquiries over the telephone.
Definition
Personal presentation is about personal cleanliness, how you look and what you wear. It includes
things like hair, hands and nails, feet, body, face, teeth, clothing, accessories including body
jewellery, tattoos, uniform requirements, dress guidelines.
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Conditions of assessment
Assessor note: It is expected that the assessor will read the learner instructions and modify
them if necessary to suit their learners.
This is an open book assessment. You may use any workplace information to help you
complete the theory task. All answers must be in your own words.
How you will be assessed
Task 1 is a worksheet for you to complete. Answer all the questions in the worksheet.
Assessment may be conducted orally - your assessor may read the questions to you and write
down your answer on the worksheet but they cannot help you answer the questions.
For Task 2, you are required to provide evidence that you can attend to customer enquiries
face-to-face. Your assessor or supervisor must observe you and verify you have attended to
two separate customer enquiries in your workplace.
For Task 3, you are required to provide evidence that you can attend to customer enquiries on
the telephone. Your assessor or supervisor must observe you and verify that you have
attended to two separate customer enquiries in your workplace.
The sorts of enquiries you attend to in the workplace might include requests for help, requests for
information or requests for orders.
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Task 1
1.
Personal presentation in my workplace
What sort of workplace are you working in?
For example: Seafood Processing Plant, Aged Care Home, Early Childhood Centre, Electrical,
Telecommunication, Engineering, and Library.
2.
What is your role?
3.
Circle the option which reflects your situation:
I am employed
4.
I am on work experience
I am in a simulated workplace in a training or
educational establishment
Use examples from your workplace to explain why personal presentation is important when
attending to customer enquiries.
a
Personal presentation is an important aspect of health and safety in my workplace
because:
b
Personal presentation is an important aspect of customer satisfaction in my workplace
because:
5.
Describe the requirements of your workplace for six aspects of personal presentation.
Choose aspects which are relevant to your workplace, for example hair, hands and nails,
feet, body, face, teeth, clothing, accessories including body jewellery, uniform requirements
or dress guidelines.
6.
Explain why that requirement is in place.
7.
Ask your assessor or workplace verifier to confirm that your examples and explanations
accurately reflect your workplace requirements.
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Requirements for personal presentation in my workplace
1.
Requirement
___________________________________________________________
This is a requirement in my workplace because __________________________________
________________________________________________________________________
________________________________________________________________________
2.
Requirement
___________________________________________________________
This is a requirement in my workplace because __________________________________
________________________________________________________________________
________________________________________________________________________
3.
Requirement
___________________________________________________________
This is a requirement in my workplace because __________________________________
________________________________________________________________________
________________________________________________________________________
4.
Requirement
___________________________________________________________
This is a requirement in my workplace because __________________________________
________________________________________________________________________
________________________________________________________________________
5.
Requirement
___________________________________________________________
This is a requirement in my workplace because __________________________________
________________________________________________________________________
6.
Requirement
___________________________________________________________
This is a requirement in my workplace because __________________________________
________________________________________________________________________
________________________________________________________________________
Verification
I confirm that _________________________________ (name of learner) has accurately
described requirements for personal presentation in our workplace.
Signed: __________________________
Dated: _____________________________
Name: __________________________
Position: __________________________
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Workplace: _________________________
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Task 2
Verification for face-to-face enquiries
To the verifier
The purpose of verification is to record observation of the learner’s performance on the job. This
observation provides feedback to the assessor who will examine this evidence against the
requirements of the unit standard.
The job in which the learning is being assessed is: ________________________________
Provide two specific examples of face-to-face enquiries attended to in the workplace.
Examples of enquiries might include responding to a request for help, providing information
requested by a customer, responding to a request to place or make an order.
Enquiry 1
_______________________________________________________________
___________________________________________________________________________
Actions taken ________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
Enquiry 2
_______________________________________________________________
___________________________________________________________________________
Actions taken ________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
As a supervisor I have observed and confirm that _________________________________
(name of learner) consistently follows our workplace procedures when attending to face-to-face
customer enquiries,
 greets customers using our workplace procedures – may include smiling, polite language,
welcoming phrase, appropriate non-verbal communication.
 finds out customer needs and purpose of enquiry
 responds to enquiries, including taking any required actions arising from that enquiry and
farewell statement
[continued next page]
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Space is provided below for you to add specific examples of what you have observed the learner
doing or saying that cover the aspects above.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Signed:
____________________________ Dated:
Name:
____________________________
Position:
____________________________ Workplace:
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_________________________
_________________________
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Task 3
Verification for telephone enquiries
To the verifier
The purpose of verification is to record observation of the learner’s performance on the job. This
observation provides feedback to the assessor who will examine this evidence against the
requirements of the unit standard.
The job in which the learning is being assessed is: ________________________________
Provide two specific examples of telephone enquiries attended to in the workplace.
For example, responding to a request for help, providing information requested by a customer,
responding to a request to place or make an order.
Enquiry 1
_______________________________________________________________
___________________________________________________________________________
Actions taken _______________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
Enquiry 2
_______________________________________________________________
___________________________________________________________________________
Actions taken _______________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
As a supervisor, I have observed and confirm that_________________________________
(name of learner) consistently follows our workplace procedures when attending to customer
phone enquiries:
 answers call and communicates by telephone in accordance with workplace requirements,
including timeliness, courtesy, clarity, personal identification, active listening, giving accurate
information;
 records personal details of caller needs and responds to those enquiries, including taking any
required actions arising from that enquiry;
 notes details of enquiries and checks their accuracy with caller;
 responds to enquiries using workplace procedures; and farewells the caller appropriately.
 refers enquiries to supervisor when necessary.
Example of a query referred to a more experienced member of staff
_____________________________________________________________________________
_____________________________________________________________________________
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Space is provided below for you to add specific examples of what you have observed the learner
doing or saying that cover the aspects above.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Signed:
____________________________ Dated:
Name:
____________________________
Position:
____________________________ Workplace: _________________________
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_________________________
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