LiveSmart Emporium Pte Ltd

LiveSmart Emporium Competency Unit:

“Product Advisory”

This in-company assessment plan is based on selected skills and competencies referenced
from the Retail Skills Framework.

Skills Framework Retail

TSC Category Customer Experience

Competency Code RET-CEX-1005-1.1

Technical Skills Product Advisory

and Competency

Proficiency Level 1

Note:
This Assessment Plan (AP) is NOT an official document. It is a sample Assessment Plan
designed for learning purposes. Gaps and flaws in design are intentionally included to achieve
the learning outcomes.

This Assessment Plan has NOT been accredited.

When adapting the AP for your use, you are expected to adapt the specifications of the type of
product that you are using. The product specifications in the generic AP is indicated in Red on
Page 23 and 24.

CONFIDENTIAL
©2019 Institute for Adult Learning. Specimen AP Product Advisory_ RET-CEX-1005-1.1
 Version Control Record

Version Effective Date Changes Author

1.0 30 Jun 2019 First version LiveSmart Academy

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©2019 Institute for Adult Learning. Specimen AP Product Advisory_ RET-CEX-1005-1.1
 Contents
Page

Version Control Record...............................................................................................................i

1. Overview of Assessment Plan..............................................................................................1
1.1 Consultation...............................................................................................................1
1.2 Competencies Assessed..........................................................................................1
1.3 Purpose of assessment............................................................................................1
1.4 Assessment context..................................................................................................1
1.5 Profile of candidates..................................................................................................2
1.6 Assessment venue....................................................................................................2
1.7 Special requirements................................................................................................2
1.8 Assessment Methods, Duration & Assessor to Candidate Ratio........................2
2. Evidence Gathering Plan......................................................................................................3
3. Assessment Specifications...................................................................................................4
3.1 Pre-Assessment Instructions...................................................................................4
3.2 Assessment Specifications (Role Play)..................................................................5
3.3 Assessment Specifications (Oral Questioning).....................................................7
3.4 Final Assessment Outcome.....................................................................................9
3.5 Feedback on the Role Play and the Oral Questioning.........................................9
4. Assessment Record for Role Play (15 minutes)..............................................................10
5. Assessment Record for Oral Questioning (10 minutes)..................................................13
6. Assessment Summary Record...........................................................................................17
7. Appendices...........................................................................................................................19
7.1 Code of Practice for Assessors.............................................................................19
7.2 Appeal Process and Re-Assessment Matters.....................................................20
7.3 Role Play Scenario for Customer..........................................................................22
7.4 Role Play Scenario for Candidate.........................................................................23
7.5 LiveSmart Product Recommendation Summary Sheet......................................24
7.6 Assessment Logistics Checklist............................................................................27
7.7 Pre-Assessment Briefing Checklist.......................................................................29

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©2019 Institute for Adult Learning. Specimen AP Product Advisory_ RET-CEX-1005-1.1
1. Overview of Assessment Plan
1.1 Consultation
This assessment plan was developed in consultation with the following LiveSmart Emporium
stakeholders:
 Operations Director
 Operations Manager
 Retail Supervisors
 HR Manager
 Assessors
 Facilitators

1.2 Competencies Assessed

The in-house competency unit “Product Advisory” covers the competencies required to
provide recommendations on products and services to customers. The abilities assessed in
this plan are:
 Establish customers' requirements using questioning techniques and listening skills
 Recommend products based on customers' requirements
 Provide customers with product, promotion information and after-sales service
 Recommend complementary and peripheral products and/or services
 Close sale in accordance to customer’s satisfaction

1.3 Purpose of assessment

The purpose of this assessment is to:
 To confirm the competency of the candidate in the LiveSmart Emporium Competency
Unit: “Product Advisory” for career advancement;
 To award a LiveSmart Academy Certificate of Attainment and
 To confirm competency of the candidate in the Abilities and Knowledge that are
required for the WSQ Statement of Attainment for Product Advisory (Level 1) (Retail
Skills Framework).

1.4 Assessment context

Assessment is carried out according to the Singapore Retail Industry standards, practices
and regulations.

Operating Assessment to be conducted in a meeting room in LiveSmart

environment: Emporium HQ. It will be set up as a specific department of
LiveSmart Emporium.

Organisational LiveSmart Emporium is a retailer selling electronics,

environment: computer, mobile and smart home devices. In accordance to
the LiveSmart Emporium’s standard operating procedures
(SOPs), all product presentations or recommendations must
be clear and accurate to ensure that customers will purchase
products which meets their requirements and specifications.
LiveSmart Emporium also expect their staff to comply to the
Lemon Law (2012) and prevailing retail practices.

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 Legal  Workplace Health and Safety regulations of Singapore
environment:  Consumer Protection (Fair Trading) Act 2003
 Lemon Law (2012)
 Personal Data Protection Act (PDPA)
 Goods and Services Tax Act

1.5 Profile of candidates

Description of candidates:
 Educational level – At least ‘N’ level. Able to speak English.
 Nationality: Singaporean, Malaysian and Filipino.
 Age: 18 – 35 years old.
 Working experience: 2 - 3 months of retail experience.

Special needs (if any): None noted at this stage.

1.6 Assessment venue

Assessment to be conducted in a meeting room in LiveSmart Emporium HQ.

1.7 Special requirements

There are no special requirements at this stage.

1.8 Assessment Methods, Duration & Assessor to Candidate Ratio

Abilities Methods
A1: Establish customers' requirements using questioning techniques RP, OQ
and listening skills
A2: Recommend products based on customers' requirements RP
A3: Provide customers with product, promotion information and after- RP, OQ
sales service
A4: Recommend complementary and peripheral products and/or RP
services
A5: Close sale in accordance to customer’s satisfaction RP, OQ
*A= Ability, RP = Role Play, OQ = Oral Questioning

Assessor
Duratio to
Method Remarks
n candidate
ratio
Role Play 15 min 1:1 None

Oral
15 min 1:1 None
Questioning
-
Total 30 min --
*A= Ability, K = Knowledge, RP = Role Play, OQ = Oral Questioning

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2. Evidence Gathering Plan
Abilities and Evidence Requirement RP OQ Assessme
Knowledge nt Tools
A1: Establish customers' Show Me (Process)
requirements using Candidate is able identify and establish
questioning techniques and the customer’s requirements using Specification
listening skills questions and listening skills.   Table for
Role Play
K1: Ways to establish Tell Me (Knowledge)
customers’ requirements Candidate is able explain what to do when Assessment
on products (Application) a customer’s requirement cannot be Record for
matched with any product in the shop. Role Play

A2: Recommend products
based on customers'
requirements
A3: Provide customers with
product, promotion
information and after-sales
service
K2: Organisational price list
of products (Knowledge)
K3: Organisation’s
promotional activities
(Knowledge)
K4: Organisational
procedures in relation to
providing advice on
products to customers
(Application)
Specification
Show Me (Product) Table for
Candidate is able to recommend at least  Oral
one product using the customer’s Questioning
requirement and explain how the
characteristics of the selected product Assessment
meets the customer’s need. Record for
Oral
Show Me (Product and Process) Questioning
Candidate is able to provide correct
information on product, promotional Instructions
activities and after sales service  to Candidate
accurately, confidently and in manner that
complies to the organisational procedures
when providing product advice to Instructions
customers. to Assessor
Tell Me (Knowledge)  Appeal
Candidate is able to provide information Process
on the after sales service.
Code of
Tell Me (Knowledge) Practice
Candidate is also able to state the
organisational procedures that are
applicable when providing product
information and explain the importance of
adhering to them.

A4: Recommend Show Me (Product)

complementary and Candidate is able to recommend at least
peripheral products and/or one relevant complementary and 
services peripheral products and/or services.

A5: Close sale in accordance Show Me (Process)

to customer’s satisfaction Candidate is able to take steps to close 
the sale according to the customer’s
satisfaction.

Tell Me (Knowledge) 
Candidate is able to explain how to close
the sales experience based on different
customer decision.

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3. Assessment Specifications

3.1 Pre-Assessment Instructions

For the RP-assessor

 The assessment is to be conducted within the time slot allocated to the RP-assessor
 Conduct the Role Play first, then followed by the oral questioning. The feedback and
the result must be given to the RP-candidate after the oral questioning.
 Use the Logistics Checklist in Appendix 7.5 to prepare the room for the Role Play
and oral questioning.
 Use the Briefing Checklist in Appendix 7.6 to brief the RP-candidate prior to the
assessment. In summary,
o Put the RP-candidate at ease.
o Explain clearly the purpose and context of the assessment.
o Explain the methods to be used, the standards and criteria for the assessment
and the duration of the assessment.
o Explain the procedures of the assessment.
o Seek feedback on RP-candidate's understanding of the assessment
procedure, the methods that will be used and the criteria for the assessment.
o Brief RP-candidate on his/her rights and process of appeal.
o Identify any allowable adjustments that RP-candidates may require should
they have a special need.
o Brief the RP- candidate on the setup for the Role Play.

For the RP-learner

 Be punctual
 Be prepared
 Bring identification card for verification
 Observe dress code according to company’s SOPs
 Follow closely to LiveSmart Emporium’s standard operating procedures

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3.2 Assessment Specifications (Role Play)

Specifications Guidelines
Abilities and Abilities: A1 to A5
Knowledge Knowledge: K1 to K4
Duration 15 mins

Venue In-house training or meeting room

Set-up  Select a product for the Role Play scenario that you are familiar
with. The product must be related to the categories of products sold
by LiveSmart Emporium.
 The environment should be similar to a fully set-up work area
where the RP-candidate will perform the required task. This
includes providing the appropriate tools required by the RP-
candidate to make product recommendations to a customer in the
department that he/she is involved in:
 Signages for department/ and or the category of products
 Promotional materials, tags and so on
 Adequate range of products for ‘customer’ to peruse and for the
RP-candidate to produce evidences to verify his/her
competence to perform product advisory to customers.
 Product catalogue, promotion information, after sales servicing
information and price lists.

Process Characters in the Role Play

 The IAL assessor will be your RP-candidate and play the role as
the retail associate in this assessment.
 The RP-assessor will play the role of the customer.
 Both are to role play according to the Role Play scenario.
 Read the Role Play scenario thoroughly before the start of the
Role Play.
 Seek clarification if in doubt.

Managing Limitations of evidence can arise because RP-candidate cannot

Limitations of produce the evidence of competence. During the assessment process,
Evidence the RP-assessor should exercise flexibility without compromising the
integrity of the assessment. There should NOT be any re-enactment
as part of the recovery process

If the gathering of evidence does not fulfil the rules of evidence then
the RP-assessor must refer the case to the LiveSmart HR Manager for
review.
Recording Assessment Record (Role Play)
Assessment  Use the Assessment Record (Role Play) to make a judgment if all
Result the related Assessment Criteria (AC) of the Abilities (A) have been
fulfilled during the role-play.
 Indicate ‘C’ in the ‘Indicate C or NYC’ column if RP-candidate

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 Specifications Guidelines
demonstrated competence in all the related AC. A candidate is
deemed competent in the respective Abilities when he/she has
cleared ALL the related AC.
 Record observations of Competence, where applicable, in the
"Evidence of C and NYC must be recorded" column.
 Indicate ‘NYC’ in the ‘Indicate C or NYC’ column if candidate did
not demonstrate competence in any of the related AC. A candidate
is deemed Not Yet Competent in the respective Abilities when
he/she has not cleared any one of the related AC.
 Record reasons for NYC outcomes, where applicable, in the
"Evidence of ‘C’ and ‘NYC’ must be recorded" column.
 An ‘NYC’ in any Abilities will result in an ‘NYC’ in the Competency
Unit.

A= Abilities, AC = Assessment Criteria

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3.3 Assessment Specifications (Oral Questioning)

Specifications Guidelines
Abilities and A1 K1;
Knowledge A3 K4; and A5.

Duration 15 mins
Venue In-house training or meeting room

Set-up A table and 2 chairs are provided for interview.

Room or place away from noise or interruptions and where people are
not able to eavesdrop on the assessment.
Process The Oral Questioning is to be conducted after the Role Play.

For the RP- candidate

 RP-candidate is to answer questions and seek clarification if in
doubt.

For the RP-assessor

 Ask questions clearly and repeat if RP-candidate appears
uncertain.
 Ensure RP-candidate cannot see the assessment record.
 Identify and cater to the special needs of the RP-candidate.
 Be participatory / friendly / assuring / open / helpful.
 Encourage the RP-candidate to seek clarification when in doubt.
 Give time for the RP-candidate to respond.
 Check whether RP-candidate needs a break.
 Note the areas where the RP-candidate is not yet competent.
The RP-candidate should be allowed to complete the entire
assessment.
 Be aware of time given for each method of assessment.

Managing Limitations of evidence can arise because RP- candidate cannot

Limitations of produce the evidence of competence. During the assessment process,
Evidence the RP-assessor should exercise flexibility without compromising the
integrity of the assessment.

If the gathering of evidence does not fulfil the rules of evidence then
the RP-assessor must refer the case to the LiveSmart HR for review.

Recording Assessment Record (Oral Questioning)

Assessment  Use the Assessment Record (Oral Questioning) to make a
Result judgment if the answers given by the RP-candidate address the
related questions during the oral questioning.
 Indicate ‘C’ in the ‘Indicate C or NYC’ column if candidate
demonstrated competence in ALL the related questions in the
AC column. A candidate is deemed competent in the respective
A or K when he/she has cleared ALL the related questions.

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 Specifications Guidelines
Record observations of Competence, where applicable, in the
"Evidence of C and NYC must be recorded" column.
 Indicate ‘NYC’ in the ‘Indicate C or NYC’ column if RP-candidate
did not show competence in any of the related questions in the
AC column. A candidate is deemed Not Yet Competent in the
respective A or K when he/she has not cleared any one of the
related questions. Record reasons for ‘NYC’ outcomes, where
applicable, in the "Evidence of ‘C’ and ‘NYC’ must be recorded"
column.
 Candidate is deemed not yet competent in the respective
Abilities when he/she has not cleared any one of the related K.
Under the ‘OQ’ column, indicate a ‘NYC’ for the respective
Abilities.
AC = Assessment Criteria, A= Abilities, K = Knowledge

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3.4 Final Assessment Outcome
 Candidate is deemed competent in the respective Abilities when he/she has
cleared all the Abilities and Knowledge requirements. Under the ‘Overall
Result’ column, indicate a ‘C’ for the respective Abilities. Assessor signs off
the respective Abilities.
 Candidate is deemed not yet competent in the respective Abilities when
he/she has not cleared any one of the Abilities and Knowledge. Under the
‘Overall Result’ column, indicate a ‘NYC’ for the respective Abilities. Assessor
signs off the respective Abilities.
 Candidate is deemed competent in the LiveSmart Emporium Competency
Unit: Product Advisory when he/she deemed competent for ALL the
Abilities. Tick the ‘Competent’ box. Assessor signs off the final outcome of
the assessment.
 Candidate is deemed not yet competent in the LiveSmart Emporium
Competency Unit: Product Advisory if he/she deemed NYC in any one of
the Abilities. Tick the ‘Not Yet Competent’ box. Assessor signs off the final
outcome of the assessment.
 Candidate will sign off the final outcome of the assessment after the
feedback by the assessor.
 In the case of a ‘NYC’ outcome, assessor will brief the appeal process with
the candidate and tick the first box after the briefing. If candidate would like to
lodge an appeal against the assessment outcome, tick the second box.
Finally, obtain the candidate’s acknowledgement and signs off as well.
 In the event the candidate refuses to sign off the Final Assessment Outcome,
assessor will indicate the candidate’s decision in the Feedback section and
inform the Management Office immediately.

3.5 Feedback on the Role Play and the Oral Questioning

 Feedback on the overall performance must be given prior to obtaining
candidate’s signature on the Final Assessment Outcome.
 Give clear and constructive feedback to candidate using appropriate
language. Seek clarifications and then agreement with the candidate on the
outcome.
 Record the feedback on the overall performance in the Assessment
Summary Record. Assessor is to provide guidance on how to further improve
himself/herself after clearing the assessment.
 For ‘NYC’ outcome, record any area of skills gap and improvement needed
which the candidate needs to take note. Assessor is to provide guidance on
how to overcome the gaps in the competency unit if candidate is deemed not
yet competent in the related Abilities.
 Record any feedback or disputes by the candidate in the Assessment
Summary Record.
 Seek clarifications and then agreement with the candidate on the final
outcome.
 Finally, assessor and candidate must sign off the Final Assessment Outcome
before concluding the assessment.

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4. Assessment Record for Role Play (15 minutes)
This document is for recording the evidence presented by the candidate learner during the Role
Play conducted for “Product Advisory”.

Candidate’s NRIC
Name: Number:
Start End
Date: Time: Time:

Abilities and Assessment Criteria Indicat Evidence of ‘C’

Knowledge eC/ and ‘NYC’ must
NYC be recorded
A1: Establish When customer shows interest in a
customers' product, the candidate is able to show ALL
requirements using the following:
questioning
techniques and
listening skills  Approach and greet the customer using
the standard greeting: “Welcome to
LiveSmart!”
K1: Ways to  Communicate in a professional, polite
establish and friendly manner
customers’  Speak clearly and confidently
requirements on  Use both open ended and closed
products ended questions to identify what
(Application) customer is looking for

ANY 2 non-verbal listening gestures:

 looks at customer attentively
 smiles and nods to convey interest
 open body posture
 use hand gestures to encourage the
customer to keep talking

A2: Recommend Candidate is able to do ALL the following:

products based on
customers'  Recommend least one product based
requirements on the customer requirements (e.g.
budget, brand, product usage, product
feature)
 Explain how the characteristics and
features of the selected product meet
the requirements of the customer.

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 Abilities and Assessment Criteria Indicat Evidence of ‘C’
Knowledge eC/ and ‘NYC’ must
NYC be recorded
A3: Provide Candidate is able to present to the
customers with customer ALL the following information
product, promotion related to the recommended product
information and correctly:
after-sales service
 At least 2 product features that may
K2: Organisation’s interest the customer
price lists of  Related promotions currently ongoing
products  Final price of the recommended product
(Knowledge)  Product warranty (by manufacturer)

K3: Organisation’s Note: Assessor is to refer to the latest

promotional version of LiveSmart Product
activities Recommendation Summary Sheet to
(Knowledge) confirm accuracy of information presented
to customer

K4: Organisational When providing product information, the

procedures in candidate is able to show ALL the
relation to following:
providing advice
on products to  Communicate with the customer in a
customers professional, polite and friendly manner
(Application)  Share product information clearly and
confidently
 Use product brochure and information
provided to support their product
advisory or presentation to customer
 Handle all product items with care (i.e.
not causing damage and returning the
items to its proper place promptly)
A4: Recommend Candidate is able to suggest AT LEAST
complementary ONE of the following for the customer’s
and peripheral consideration:
products and/or
services  LiveSmart additional warranty coverage
 Any other reasonable peripheral
product (such as holders, cleaners and
protection items)

Candidate is able to
 provide the price of the complementary
and peripheral products and/or services
correctly

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 Abilities and Assessment Criteria Indicat Evidence of ‘C’
Knowledge eC/ and ‘NYC’ must
NYC be recorded

A5. Close sale in Note: The candidate is able to close the

accordance to sale by demonstrating (A) or (B)
customer’s
satisfaction A) WHEN THE CUSTOMER IS READY
TO BUY:
The candidate is able to show ALL the
following:

 Offer the customer a brand-new set for

the purchase
 Invite the customer to collect the new
item or make payment

OR
B) IF THE CUSTOMER IS NOT READY
TO BUY:
The candidate is able to close the customer
experience on a positive note by doing
ANY 2 below:

 Acknowledge that customer wants to

take more time to think about the
purchase
 Invite the customer to keep browsing in
the store
 Offer assistance with other products in
the store
 Offer the customer a product brochure
or catalogue to take home

A – Ability K- Knowledge C – Competent NYC – Not Yet Competent

Remarks
:

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 5. Assessment Record for Oral Questioning (10 minutes)
This document is for recording the evidence presented by the candidate during the oral
questioning conducted for Product Advisory.
Candidate’s NRIC
Name: Number:
Date Start End
: Time: Time:

Abilities and Assessment Criteria Indicat Evidence of ‘C’

Knowledge eC/ and ‘NYC’ must
NYC be recorded
A 1: Establish OQ1. What should you do when you
customers' find out that the customer’s
requirements using requirement cannot be matched to
questioning any product available at LiveSmart
techniques and Emporium?
listening skills
Suggested Answer: STATE ALL
K 1: Ways to  Apologise to the customer and inform
establish customers’ them that such an item is not sold at
requirements on the store
products  Offer assistance to look for another
(Application) item in the store

A 3: Provide OQ2: In the event that the customer

customers with asked you about the after-sales
product, promotion service for the product recommended.
information and after- Can you share what are three (3)
sales service LiveSmart after-sales service?

Suggested Answer: STATE ANY 3

 Repairs and/or replacement of
defective item covers equipment
malfunction within 12 months (1 year)
of purchase.
 Repairs does not include physical
damage such as scratches and
equipment breakage.
 Customer can bring their defective
product to Head Office
(manufacturer) or to LiveSmart
Emporium Customer Service Centre.
 Carry-in to LiveSmart Emporium
Customer Service Centre requires

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 Abilities and Assessment Criteria Indicat Evidence of ‘C’
Knowledge eC/ and ‘NYC’ must
NYC be recorded
the original LiveSmart purchase
receipt.
 Items are collected from
manufacturer’s Head Office only.

K 4: Organisational OQ3: What are the LiveSmart

procedures in Emporium standard procedures when
relation to providing sharing product information to
advice on products customers? State any 3.
to customers
(Application) Suggested Answer: STATE ANY 3
 Communicate with the customer at all
times in a professional, polite and
friendly manner
 Recommend the product that meets
the customer’s needs/ requirements
 Give accurate product information -
Always use the product information
material given to support the product
advisory.
 Don’t push for a sale. Present the
product information and allow the
customer to decide.
 Show and tell the feature(s) and
benefit(s) of the product

OQ4. Why it is important that

LiveSmart Emporium retail associates
uphold these procedures and
guidelines? Share any 2.

Suggested Answer: STATE ANY 2

 Gives them all the information to
make their choice
 Avoid misleading customers with
incorrect information.
 Reduce complaints from customers.
 Promote loyalty and trust with
customers.
 Any other reasonable answers

A 5. Close sale in OQ5. What should you do if the

accordance to customer decides NOT TO BUY after
customer’s the product advice is given? State 2
satisfaction possible actions.

Suggested Answer: STATE ANY 2

 Acknowledge that customer
wants to take more time to think

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 Abilities and Assessment Criteria Indicat Evidence of ‘C’
Knowledge eC/ and ‘NYC’ must
NYC be recorded
about the purchase
 Invite the customer to keep
browsing in the store
 Offer assistance with other
products in the store
 Offer the customer a product
brochure or catalogue to take
home
OQ6. What should you do if the
customer decides TO BUY after the
product advice is given?

Suggested Answer: STATE ALL

 Offer the customer a brand-new
set for the purchase
 Invite the customer to collect the
new item
OQ – Oral Questions, K- Knowledge, C – Competent, NYC – Not Yet Competent

Remarks:

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6. Assessment Summary Record
Competency Product Advisory
Unit

Candidate Name NRIC

(As in NRIC) Number:

Assessment
Method (Indicate C Assessor’s
Abilities and Knowledge Overall Result
or NYC)
(Indicate C or NYC) Signature
RP OQ
A1: Establish customers'
requirements using questioning
techniques and listening skills
K 1: Ways to establish
customers’ requirements on
products (Application)

A2: Recommend products based

on customers' requirements

A3: Provide customers with

product, promotion information
and after-sales service
K2: Organisation’s price lists of
products (Knowledge)

K3: Organisation’s promotional

activities (Knowledge)

K4: Organisational procedures

in relation to providing advice on
products to customers
(Application)

A4: Recommend complementary

and peripheral products and/or
services

A5: Close sale in accordance to

customers’ satisfaction
RP – Role Play OQ – Oral Questioning C – Competent, NYC – Not Yet Competent

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Feedback on Outcome by Assessor/ Feedback by candidate:
{Feedback on the overall performance or in the case of NYC - any area of skills gap and
improvement needed}

Final Assessment Outcome

This candidate has been assessed as

COMPETENT in the Competency Unit: Product Advisory

NOT YET COMPETENT in the Competency Unit: Product Advisory

By signing, the candidate is agreeing to accept the assessment outcome.

Name of Candidate
(As in NRIC): Name of Assessor:

Candidate’s Signature: Assessor’s Signature:

Date: Date:

======================================================

In the case of a NYC outcome

Tick the following if applicable and obtain candidate’s acknowledgement:

  The candidate has been briefed on the appeal process.

 
  The candidate would like to lodge an appeal against the assessment outcome.

Name of Candidate
(As in NRIC):

Candidate’s Signature:

Date:

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7. Appendices
7.1 Code of Practice for Assessors
The Code of Practice shown below is based on the international standards. (The National
Council for Measurement in Education [NCME]).

1. The differing needs and requirements of the person(s) being assessed, the local
enterprise(s) and/or industry are identified and handled with sensitivity.
2. Potential forms of conflict of interest in the assessment process and/or outcomes
are identified and appropriate referrals are made, if necessary.
3. All forms of harassment are avoided throughout the planning, conduct, reviewing
and reporting of the assessment outcomes.
4. The rights of the candidate(s) are protected during and after the assessment.
5. Personal and interpersonal factors that are not relevant to the assessment of
competency must not influence the assessment outcomes.
6. The candidate(s) is made aware of rights and processes of appeal.
7. Evidence that is gathered during the assessment is verified for validity, reliability,
authenticity, sufficiency and currency.
8. Assessment decisions are based on available evidence that can be produced and
verified by another assessor.
9. Assessments are conducted within the boundaries of the assessment system
policies and procedures.
10. Formal agreement is obtained from both the candidate(s) and the assessor that
the assessment was carried out in accordance with agreed procedures.
11. Assessment tools, systems, and procedures are consistent with equal opportunity
legislation.
12. The candidate(s) is informed of all assessment reporting processes prior to the
assessment.
13. The candidate(s) is informed of all known potential consequences of decisions
arising from an assessment, prior to the assessment.
14. Confidentiality is maintained regarding assessment results.
15. Results are only released with the written permission of the candidate(s).
16. The assessment results are used consistently with the purposes explained to the
candidate.
17. Self-assessments are periodically conducted to ensure current competencies
against the assessment and Workplace Training Competency Standards.
18. Professional development opportunities are identified and sought.
19. Opportunities for networking amongst assessors are created and maintained.
20. Opportunities are created for technical assistance in planning, conducting and
reviewing assessment procedures and outcomes.

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7.2 Appeal Process and Re-Assessment Matters
A) The Appeal Process

All candidate has a right to lodge an appeal of the assessment verdict. The appeal will be
administered by the assessment manager who will convene an assessment panel to
deliberate on the appeal.

B) Appeal Procedure

1. The candidate has the right to challenge the assessment decision made by the
assessor.
 When giving feedback to the candidate about the assessment, the assessor
must ask the candidate if he/she agrees with the outcome.

2. If the candidate agrees with the outcome, the assessor and the candidate must sign
the Assessment Summary Record.

3. If the candidate does not agree with the outcome, the candidate should not sign the
Assessment Summary Record.

4. If he/she is still not satisfied with the decision, the candidate must notify the assessor
of the intention to appeal. The assessor will reflect the candidate’s intention in the
Feedback section of the Assessment Summary Record.

5. The assessor will notify the Assessment Manager (AM) (i.e. HR Manager (LiveSmart
Emporium) about the candidate’s intention to lodge an appeal.

6. The candidate must lodge the appeal in writing within 7 days giving reasons for the
appeal together with the stipulated appeal fee of S$32.10 (inclusive of 7% GST).

7. The assessment manager (AM) will collect information from the candidate and
assessor and give a decision.

8. The decision of appeal will be final and make known to the candidate within 4 weeks
from date of appeal submitted.

9. A record of the appeal and any subsequent actions and findings will be made.

C) Re-Assessment Procedure
1. For re-assessment, the candidate will need to make a request in writing to
Assessment Manager (AM) (i.e. HR Manager (LiveSmart Emporium). There will be
a non-refundable fee $32.10 ($30 plus 7% GST) administrative fee for each re-
assessment.
2.

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7.3 Role Play Scenario for Customer (played by the RP-assessor)

Instructions for Customer (X Product)

 You are looking to buy a X Product either for a friend / family member or for
your own use.
 You walk-in into LiveSmart Emporium and show interest in some of the
Products on display. You continue browsing and wait for the retail assistant to
approach.
 He/she will try to find out more about what you are looking for.
 Provide him/her some information so that he/she can select a X Product for your
consideration.
 After retail associate has made a recommendation, you wait for him/her to tell
you more about the product, promotion information and after sales service.
 You will just listen to the information given and not comment or correct the
information shared.
 You are still doing your research on the X Product and not in any hurry to make
a purchase yet.
 You may choose to buy the recommended X Product or not buy the X Product

Do not share the above information with the RP-learner (retail associate).
Instead, allow him/her time and space to ask you questions on your requirements
and provide product recommendation.
Note: You may adapt or improvise any part of the scenario given during the Role
Play so as long as it allows the RP-learner demonstrate how he/she carry out the
task of making a product recommendation.

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7.4 Role Play Scenario for RP-candidate (Played by the IAL-assessor)
The RP assessor will give this set of instructions to the RP-learner during the pre-
assessment briefing. If RP-candidate has limited English proficiency to read the
instructions, RP-assessor will read these instructions to the RP-candidate. DO NOT explain
more than what is necessary in this set of instructions.

Instructions for RP-Candidate (Retail Associate) (X Product)

You are the retail associate at LiveSmart Emporium. You handle all the sales for
the range of X Product products in the store. You are the only retail associate at
this time of the day.

A customer walks into the store and shows interest in the X Product. You promptly
approach the customer to find out if they are interested in looking for a X Product
and make the product recommendation.

Your aim is to find out what the customer’s requirements are, match them to the
range of X Products in the store and close the sale.

As you interact with the customer, you should show your ability to listen and ask
questions to find out more about customer’s requirements.

Based on what you found out from the customer, choose a product / some
products and explain how they meet the requirements given by the customer. You
should provide information related to the recommended product. Share
 At least 2 product features that may interest the customer
 Related promotions currently ongoing
 Final price of the product
 Product warranty (by manufacturer)

At an opportune time, recommend at least one relevant complementary and

peripheral products and/or services for their consideration as well.

Check the customer’s readiness to buy and close the customer experience
accordingly.

As you are carrying out your job, you should always show that you following
LiveSmart Emporium’s policies and procedures on providing product advice.

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 LiveSmart Emporium’s policies and procedures on providing product
advice.

Product Advisory Guidelines

When providing product advisory

 Communicate with the customer at all times in a professional, polite
and friendly manner
 Recommend the product that meets the customer’s needs/
requirements
 Give accurate product information - Always use the product
information material given to support the product advisory.
 Don’t push for a sale. Present the product information and allow the
customer to decide.
 Show and tell the feature(s) and benefit(s) of the product

Exchange and Refund Policy

 Products sold may be exchanged within 7 days from the date of

purchase.
 Only unopened and unmarked product(s) may be allowed for
exchange.
 To make the exchange, please bring the item and the proof of
purchase (e.g. order invoice number and receipt) to LiveSmart
Emporium Customer Service Centre.
 If an exchange cannot be made, a refund will be made will be given in
the same mode of payment that was used in the original purchase.

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7.5 LiveSmart Product Recommendation Summary Sheet
1. Summary Features of 3 Best Selling Mid-Range Phones (Can be adapted)

Device Info Serria Xanado Lima

Dimensions 159.9 x 75.7 x 8.2 mm
Weight 185 grams (light)
Battery Non-removable Li-Ion
3500 mAh battery
No fast charging
Colors Black/ Titanium /Gold
Screen Size Size: 5.6 Inches
Display Ratio: 18.5:9 (more
screen area on
device, less bezel)
Screen 1080 x 2220 pixels
Resolution (441 ppi density)
(Sharpness of
picture) (Higher ppi = sharper
images but 300 ppi is
sufficient)
176.2 x 87.4 x 8 mm
(bigger)
210 grams
Non-removable Li-Ion
5800 mAh battery
Fast battery charging
(largest battery, less
charging needed)
Black/White/Sky Blue
and Gold
Size: 6.9 Inches
Ratio: 18:9 (more
screen area on device,
less bezel)
1080 x 2160 pixels
(350 ppi density)
153 x 75.7 x 7.9 mm
200 grams
Removable Li-Ion 3800
mAh battery
Fast battery charging
(battery can be
replaced if damaged)
Black, Red, Blue
Size: 5.5 Inches
Ratio: 16:9 ratio
1080 x 1920 pixels
(320 ppi density)

Camera Back: Dual: 16MP + Back: Dual: 12 MP + 20 Back: Dual: 16 MP + 8

24 MP; autofocus, dual MP, autofocus, LED MP, autofocus, LED
LED Flash Flash Flash

Front: Dual: 16MP + 8 Front: 8MP With LED Front: 5 MP

MP with LED Flash Flash
(Takes better selfies)

Storage and 6 GB RAM 6 GB RAM 6 GB RAM

RAM Internal 32GB Internal 128GB Internal 64 or 128 GB
Expendable to 128GB Expendable up to 256 No card slot (Not
GB expendable)
(More space for files
and pictures)
Other remarks Phone is made of Free Phone
Corning Gorilla Glass Cover for all
5 (more drop models. While
resistant) stocks last.

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 2. Current Promotional Activities
 LiveSmart 5th Anniversary Sale Promotion. All items at 20% off. Promotion up to end of
the month.
 Free Phone Cover for all brands. While stocks last.

Price List of Products (all prices inclusive of 7% GST)

Brand and Recommended Retail Price 5th Anniversary Promotion Price
Model (less 20%)
Lima
$400 $320

Xanado
$500 $400
Serria $600 $480

3. LiveSmart After Sales Service and Product Warranty

Coverage:
 If items are defective due to equipment malfunction within 12 months (1 year) of
purchase date, repairs and replacement of parts are carried out by manufacturer.

 If item cannot be repaired, it will replace the defective item with an item with an
equivalent specification at time of purchase.

 This does not include repairs for physical damage such as scratches and
equipment breakage.

4. Peripherals and Complementary Services

Peripheral Items Prices of Peripheral Items
a) Screen Cleaner Kits, Screen Protector, $5
Protective Casing, phone holders/cradles (desk)
b) GPS Phone Holder $10
c) Blue Light Screen Protector to block harmful $15
blue light

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7.6 Assessment Logistics Checklist
Competency Unit: Product Advisory

Assessment Dates: _________________________________________________

Person-in-
Assessment Tools Remarks
charge

Person-in-
Resources, Props and Equipment Remarks
charge

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Assessment Logistic Checklist (cont’d)
Items Check Points Check

Assessment Relevant Assessment Plan has been obtained

Tools or
documents Relevant Assessment Records and tools ready for use.

Relevant Safety and Health permit has been obtained (if

necessary)

Assessment Is the assessment room reserved?

site and set-
up In the set-up based on the AP specifications?

Is the set-up in accordance with workplace, safety and

health guidelines?

Stationeries, paper, markers and etc

Is the air-conditioner / fans working?

Equipment Are the required equipment in the list - available, safe and
in working condition?

Are the required props in the list - available, safe and in

working condition?

Props List of props available and ready for use.

Emergency Locations of emergency exits, fire extinguishers and

evacuation route.

Amenities Location of restrooms

Locations of pantry, water coolers, vending machines, etc

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7.7 Pre-Assessment Briefing Checklist

Competency Unit: Product Advisory

This checklist is to guide you to prepare yourself to brief the RP-candidate prior to the
assessment. This is just a guide and you can modify it to cater the needs of the RP-
candidate(s).

I have ……… Tick if you did

1. Introduced myself to the candidate.
2. Confirmed the identity of the candidate against the attendance list
or assessment records e.g. NRIC.
3. Put the candidates at ease by adopting a friendly and helpful
approach.
4. Confirmed the competency unit and competency
standards/reference to be assessed with the candidate.
5. Explained the purpose and context of the assessment clearly.
6. Explained the assessment process, methods and tools clearly.
7. Established the evidences to be gathered during the assessment
8. Informed candidates the duration of the assessment.
9. Identified and discussed on how to address candidate’s special
needs.
10. Explained the process of appeal.
11. Assured the candidate of the confidentiality of the assessment.
12. Explained the legal, safety and ethical issues (if applicable).

13. Encouraged candidates to seek clarifications if in doubt.

14. Explained the purpose of my note-taking during the assessment.

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