Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term1 2020
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
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 |
Element: |
1. Identify customer needs |
Performance Criteria: |
1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations 1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements 1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options 1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals |
Element: |
2. Deliver a service to customers |
Performance Criteria: |
2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements 2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery 2.3 Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements 2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements 2.5 Identify and use available opportunities to promote and enhance services and products to customers |
Element: |
3. Monitor and report on service delivery |
Performance Criteria: |
3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements 3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements 3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements 3.4 Regularly seek customer feedback and use to improve the provision of products and services 3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery |
Learning Outcomes
See elements above
Details of Learning Activities
Taught and assessed as a clustered unit titled Sales, with units BSBCUS301 Deliver and monitor a service to customers and SIRXLS201 Sell products and services, this unit describes the performance outcomes, skills and knowledge required to set, analyse and achieve personal sales targets to guide performance and monitor the progress of sales against business objectives.
The unit covers identifying factors affecting sales performance, reviewing and analysing personal sales outcomes against agreed sales targets, and implementing strategies to attain sales targets, according to business policy and procedures.
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
Optical Dispensing FT20 BSBCUS301 Deliver and monitor a service to customers SIRXSLS201 Sell products and services SIRWSLS303 Analyse and achieve sales targets | |
Date Semester 1 |
Class topics and assessments |
Week 1 |
Orientation: Subject guide discussion, Introduction to School, Responsibilities (RMIT’s & Student) Pre-Training Review, Assessments, Emergency procedures, Student Services. Industry structure and profile, Anatomy of the eye |
Week 2 |
Identify customer needs
|
Week 3 |
Deliver a service to customers
|
Week 4 |
Monitor and report on service delivery |
Week 5 |
Develop and apply product knowledge
|
Week 6 |
Approach the Customer
|
Week 7 |
Gather and respond to information |
Week 8 |
Sell benefits
|
Week 9 |
MID-SEMESTER BREAK |
Week 9 |
Selling techniques
|
Week 10 |
Close the sale |
Week 11 |
Store policies and procedures |
Week 12 |
Analyse sales targets |
Week 13 |
Factors affecting attainment of sales targets |
Week 14 |
Industry placement |
Week 15 |
Industry placement |
Week 16 |
Attain sales targets |
Week 17 |
|
Week 18 |
|
|
SEMESTER BREAK |
Semester 2 |
Attain sales targets |
Week 1 |
Revision |
Week 2 |
|
Week 3 |
|
Week 4 |
|
Week 5 |
|
Week 6 |
|
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
Assessment Task 1: Assignment
Assessment Task 2: Workplace Evidence Log
Assessment Tasks
FT20 Full Time Group:
- Sales Major Assignment (Due 14/06/20)
- Evidence Log: 1st submission Due: 05.06.20 & 2nd submission Due: 23.10.20
Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.
Workplace evidence log: a collection of evidence activities to prove competence, knowledge and skill in a variety of elements and performance criteria across a range of units.
Assessment Matrix
Other Information
Important information regarding Assessment Tasks:
You are permitted to resubmit each individual assessment only once.
Resubmissions are not automatic and will only be approved at the discretion of the Program Coordinator, after consultation with the teacher.
All students will be contacted with 7 days by their course coordinator in regards to resubmission completion dates.
EXTENSION OR SPECIAL CONSIDERATION
If due to illness or other unforeseen circumstance, you are unable to attend on the due date of an assessment (e.g. test, examination, oral, etc.) OR you do attend, but your performance has been affected, you may submit an APPLICATION FOR SPECIAL CONSIDERATION within 5 working days of the due date. If Special Consideration is granted, you will be given the opportunity to complete/repeat the assessment task at a later date. For advice on this application please visit www.rmit.edu.au/students/specialconsideration or speak to your Program Coordinator.
If due to illness or other unforeseen circumstance, you are unable to submit by the due date (e.g. assignment, report, project etc.):
you may submit an APPLICATION FOR EXTENSION OF TIME FOR SUBMISSION OF ASSESSABLE WORK for an extension of time of up to seven (7) calendar days or less. This must be lodged with the Program Coordinator 1 working day before the original due date. If granted, you will have the opportunity to submit up to 7 days later than the original due date. For advice on this application please visit www.rmit.edu.au/students/assessment/extension or speak to your Program Coordinator.
Where an extension of greater than seven days is needed, you must apply for SPECIAL CONSIDERATION.
If you require further information please contact your teacher or Program Coordinator.
Academic Integrity and Plagiarism
RMIT has a strict policy on plagiarism and academic integrity. Please refer to
https://www.rmit.edu.au/students/student-essentials/rights-and-responsibilities/academic-integrity
Course Overview: Access Course Overview