e o

B ce!f UNIT STANDARD

ass i s t a n 56
Attend to customer
t c u s t o m e r service
Ge
and sales s
kills enquiries face-to-face
PACK and on the telephone
BE READY

NZQA LEVEL 1 | CREDIT 2 | VERSION 6

workbook
STUDENT NAME

STUDENT ID NUMBER

US56-V6-EB EDITION 2
COPYRIGHT

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Except for the purposes of fair reviewing, no part of this publication

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the publisher.

Infringers of copyright render themselves liable to prosecution. 09 | 12 | 2013

Produced by Learntree Limited 2nd Edition October 2013

31 Tongariro Street Written by Jolene Stockman
Paraparaumu, New Zealand Edited by Virginia McClennan
 Performance criteria
OUTCOMES & EVIDENCE REQUIREMENTS
56
NZQA UNIT STANDARD

OUTCOME 1 Explain why personal hygiene and personal care Attend to customer
requirements are important factors in a enquiries face-to-face
workplace. and on the telephone
PC1.1 Reasons why personal hygiene and personal
LEVEL 1
care requirements are important factors in the
workplace are explained in terms of health and CREDITS 2
safety, customer satisfaction, workplace image,
VERSION 6
personal image.

Range personal hygiene and personal care requirements

include but are not limited to – hair, hands and
nails, feet, body, face, teeth, clothing; may include
– accessories including body jewellery, uniform
requirements, dress guidelines.

OUTCOME 2 Attend to customer enquiries face-to-face.

PC2.1 Customer is greeted in accordance with workplace

requirements.

Range greeting may include but is not limited to – smile,

polite language, appropriate welcoming phrase,
appropriate non-verbal communication.

PC2.2 Purpose of enquiry and customer needs is

ascertained in accordance with workplace
requirements.

Range needs may include but are not limited to –

notification of arrival to specific person/s,
directions, collection of material, delivery of
material.

PC2.3 Customer enquiries are responded to in accordance Learntree Limited

with workplace requirements. PO Box 401
Paraparaumu, 5254
Range action taken, farewell statement.
New Zealand

Phone (04) 902-6742

Freephone 0800 532-765
publishing@learntree.co.nz
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OUTCOME 3 Attend to customer enquiries over the telephone.

PC3.1 Call is answered and telephone communication

skills are demonstrated in accordance with
workplace requirements.

Range must include but is not limited to – timeliness,

courtesy, clarity, personal identification, active
listening, giving accurate information.

PC3.2 Personal details of caller are recorded in accordance

with workplace requirements.

PC3.3 Details of enquiries are noted and checked for

accuracy with caller.

PC3.4 Customer enquiries are responded to in accordance

with workplace requirements.

Range action taken, farewell statement.

PC3.5 Instances where enquiries should be referred to

experienced staff are identified and acted upon in
accordance with workplace requirements.

SPECIAL NOTES

1. This unit standard can be assessed in a real or simulated workplace.

2. Definitions
Attend to may include dealing to the situation oneself or referring
to another person.

Customer refers to both internal and external customers and refers

to the recipient of goods and/or services.

Customer enquiries refer to requests for help, requests for

information, requests for orders.

Workplace refers to any workplace, worksite and/or training or

educational establishment.

Workplace requirements are documented policies and procedures

or established protocols for workplace performance.

3. The following legislation and subsequent amendments provide

reference, where needed, for this unit standard:
Privacy Act 1993
Health and Safety in Employment Act 1992
Human Rights Act 1993.

4. An assessment resource to support this unit standard can be

found on the NZQA website at: http://www.nzqa.govt.nz/for-
providers/resources/index.html.

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Introduction
This workbook is designed to help you

COURSE MATERIALS PROVIDED

> This student workbook.

> An assessment booklet.

WHAT WILL I LEARN TO DO?

> Present yourself well.

> Communicate well in the workplace.

> Greet and help a customer.

> Take messages.

> Know when to refer a customer.

> Understand what being a good employee is.

WHAT WILL I GAIN?

Unit Standard 56 is worth 2 credits at Level 1 on the National
Qualifications Framework.

To gain credit for this course you must demonstrate that you
can meet the criteria in this Unit Standard. You can do this by
successfully completing the tasks in the attached assessment
workbook.

ENJOY YOUR LEARNING!

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NOTES

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 »
CONTENTS

Business scenario _________________________________________________________ 7

1 > Personal presentation _____________________________________________ 9

Personal presentation __________________________________________ 10

Grooming _______________________________________________________ 12

Personal hygiene _______________________________________________ 19

Manners ________________________________________________________ 21

2 > Personal skills ______________________________________________________27

Personal skills___________________________________________________ 28

Active listening__________________________________________________ 29

Effective speaking ______________________________________________ 32

Choosing your words ___________________________________________ 35

3 > Greeting a customer _______________________________________________37

Reception _______________________________________________________ 38

Planning your greeting _________________________________________ 38

Levels ___________________________________________________________ 41

Greeting over the telephone ____________________________________ 44

Greeting in person ______________________________________________ 46

Priorities ________________________________________________________ 47

Telephone etiquette ____________________________________________ 49

4 > Meeting a customer’s needs _____________________________________55

Meeting customer needs _______________________________________ 56

Referrals ________________________________________________________ 62

Non-specific enquiries __________________________________________ 66

Identifying a customer__________________________________________ 67

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 5 > How your personal care impacts on your workplace _________71

How your personal care impacts on your workplace ___________ 72

Sample answers __________________________________________________________79

Customer Relations Handbook > LK Eco-Wise Homes _____________95

Index ______________________________________________________________________ 110

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 BUSINESS SCENARIO > ZED ECHO ELECTRONICS

Zed Echo Electronics is a popular retail electronics company.

The main office handles the administration and management
for all of the retail outlets, and this is where you work.

As an office assistant, you answer the telephone and are the

first point of contact for customers who come in. It’s the ideal
position to develop your customer skills!

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NOTES

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 Chapter
ONE
Personal presentation

will cover
This chapter
sentation,
personal pre
oming , make
including gro
l hygiene,
up, persona
sture &
manners, po
attitude.

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 ONE PERSONAL PRESENTATION

Personal presentation
You represent the organisation you work for. You do this with
your words, your behaviour, and your personal presentation!
When a customer thinks about your organisation, they will
remember your appearance and behaviour as part of their
overall impression.

PERSONAL PRESENTATION INCLUDES YOUR:

> Grooming

> Personal hygiene

> Manners

> Posture

> Attitude
You will need to follow
The way you look can be less important over the telephone. But the organisational
requirements of the
the way you feel can affect your attitude and how you come
company you work for.
across. This means that your personal presentation can affect all Dress code information
can be informal (explained
of your customers – whether they are face-to-face or over the
to you by your manager,
telephone! or workmates) or formal
(outlined in the company’s
Rules and standards for personal presentation are different for policies and procedures).
Find it and follow it!
different organisations. For example, staff will be dressed more
casually at a gym than at a lawyer’s office.

When you begin a new job, find out if there are any personal
presentation guidelines. The dress code can be anything from
chef whites to a formal business suit, and will usually vary
between genders.

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 ONE PERSONAL PRESENTATION

GIVE IT A SHOT! > 1.1

Think of the last three organisations you dealt with face-to-

face and fill in the table below:

1. Name the organisation.

2. Describe the presentation of the staff member you dealt

with.

3. Describe the way it made you feel about the organisation.

What was your impression of the How did this make you feel about
The organisation
staff member’s presentation? the organisation?

For example: I felt that they were helpful and onto it.
Neat and tidy, friendly.
Zed Echo Electronics It seemed like they knew their stuff !

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 ONE PERSONAL PRESENTATION

Grooming
Grooming isn’t just for ponies and poodles! When you work with
customers, you are on show.

Grooming means caring for your appearance, particularly

your:

> Clothing

> Hair

> Hands

> Body art

Let’s take a closer look!

CLOTHING
Your clothing is like a second skin. And whether you select your
own clothing, or wear a uniform, that second skin makes an
impression!
Get it straight!
A customer service representative with an un-ironed, stained or
Not everyone loves ironing,
unwashed shirt creates a poor image for the company that they but for some fabrics it is
represent. Take care of your clothing and make sure: an absolute must. If you
are able to select your own
> Your clothing is clean. work clothing, consider
investing in non-iron shirts.
> Your clothing is neat and pressed. Never iron again!

> Your clothing is appropriate for your position and

organisation.

> Your clothing has no rips, missing buttons or loose threads.

What does clothing say about the company you work for?

Clothing tells the customer a lot about what type of people

work at the firm - what they can do for their customer, how
professional they are and whether they are the type of people
the customer wants to deal with.

The way you present yourself can give customers confidence in

the product or service you supply. If you’re dressed wrongly, it
might spoil the customer’s belief in your company.

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 ONE PERSONAL PRESENTATION
What’s professional in one place, may not be in another.

IF YOU WORK IN A... YOU SHOULD WEAR...

Government
Businesslike, neat and conventional clothing.
department

Gardening store Staff will look best in clothes that allow them to handle plants.

Mid-city music store Wear the fashions that appeal to the customers of the music you sell.

Staff uniforms immediately tell you the job different people carry out; you
also know their clothes are clinically clean, their hands are washed and their
Hospital
hair is tied back out of the way. That all gives you confidence in the care
you’re receiving.

You’re visiting a salon to improve your personal appearance, so you

won’t have confidence in a scruff y stylist. Trendy hair and clothes will
Hair salon
attract trendy customers. Conventional hair and clothes will attract more
conservative customers.

You might expect staff to have their hair covered and to wear clean overalls
Food preparation
and surgical gloves.

The best clothes to wear are the store’s surf labels. Salespeople should look
Surf shop clean and fit and as if they spend their spare time at the beach. Surfie hair
actually is a professional look in this environment.

In every example, though, you would prefer the staff to look as

efficient and professional as they can, in a way that’s appropriate
to the business. You may not feel comfortable buying high
fashion, for example, from an unfashionable looking shop
assistant. You’ll doubt their judgement - and so doubt their
product.

At Zed Echo Electronics, the dress code includes guidelines for

you to follow when dressing for work. Think about the
different industries listed on the next page and describe the
clothing that would be appropriate for each.

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 ONE PERSONAL PRESENTATION

GIVE IT A SHOT! > 1.2

Finish the sentences below:

1. In the hospitality industry, clothing should be

2. In an office environment, clothing should be

3. On a building site, clothing should be

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