Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: VE 2018
Class Number: All
Class Section: All
For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.
Course Code: MKTG7965C
Course Title: Deliver and monitor a service to customers
School: 174T School of VE Engineering, Health & Science
Campus: City Campus
Program: C4375 - Certificate IV in Optical Dispensing
Course Contact: Jade Cusworth
Course Contact Phone: 03 9925 8382
Course Contact Email: jade.cusworth@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Timothy Haigh
+61 3 9925 4846
Leigh Robinson
+61 3 9925 4398
Ralph Richter
+61 3 9925 4783
Ludmila Keightley
+61 3 9925 4722
Nominal Hours: 35
Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.
Pre-requisites and Co-requisites
None
Course Description
This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
BSBCUS301 Deliver and monitor a service to customers |
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Element: |
1. Identify customer needs |
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Performance Criteria: |
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Element: |
2. Deliver a service to customers |
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Performance Criteria: |
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Element: |
3. Monitor and report on service delivery |
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Performance Criteria: |
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Learning Outcomes
See elements above
Details of Learning Activities
• Refer to Evidence Log and familiarise yourself with the content
A combination of activities will support students learning in this course, such as:
• Face to face and or online lectures to cover theoretical and practical concepts for each topic in the course
• Students will learn to apply their skills and knowledge to work integrated learning (WIL), during simulations and classroom based learning
• Observations of performance in the workplace and industry placement or simulated environment will be a valuable part of your learning experience
• Tutorial activities (individually and in teams) to discuss, debate, critique and consolidate your ideas and extend your understanding around key concepts within specific topics
• Online discussion and activities support you to collaborate with other students in your course and debate and debate and discuss ideas
• Self directed study time to enhance and strengthen your knowledge and understanding of theoretical concepts
• To further facilitate learning, students are strongly encouraged to use a range of communication tools between themselves and their course instructor as well as between themselves and fellow students by using the online learning platform
Teaching Schedule
- OP50 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 213.8.2018 - 17.8.2018
- OP51 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 26.11.2018 - 30.11.2018
Students who form part of the SpecSavers group will be applying for RPL for this unit
Topic 1: Apply product knowledge
Topic 2: Approach the customer
Topic 3: Gather information
Topic 4: Sell benefits
Topic 5: Overcome buying objections
Topic 6: Closing the sale
Topic 7: Maximise sales opportunities
Learning Resources
Prescribed Texts
References
Other Resources
• Evidence Portfolio
• Learner Guide SIRXSLS001A Sell products and services
• PowerPoint Summary
• Additional learning materials available through Learning Hub
• RMIT Library (www.rmit.edu.au/library)
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (www.rmit.edu.au/studyandlearningcentre)
Overview of Assessment
You must demonstrate Performance and Knowledge Evidence of the unit in order to be deemed competent.
Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.
You may be assessed by:
• Oral or written questioning
• Oral presentations
• Assignments and projects
• Direct observation of actual work practice
• Presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and/or audio files
• Work-based activities
• Third-party feedback from a work supervisor/employer
Primary assessment involves on-going practical and applied assessment in a clinical workplace or simulated environment such as a supervised student clinic or at a Work Integrated Learning (WIL) placement activity.
Please click the following link for further information https://www.rmit.edu.au/students/student-essentials
Assessment Tasks
OP50: Due dates will be posted on CANVAS
- Sales Major Assignment
- Evidence Log
OP49: Due dates will be posted on CANVAS
- Sales Major Assignment
- Evidence Log
Specsavers students will need to complete the RPL Evidence Log, due dates will be posted on CANVAS
Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.
Assessment Matrix
Course Overview: Access Course Overview