UNIT ASSESSMENT PLAN FORM N/CVQ 03

Unit 1: Give Customers a positive impression of yourself and your organisation

Candidate: Marsha Ramgeet Assessor: Paul Smith Date: 3rd September 2017
Normal working Activities Performed
Elements: 1.1 Establish effective relationships with customers
1.2 Respond appropriately to customers
1.3 Communicate information to customers
Context: Assessment of Marsha performing receptionist duties and responding to enquiries from customers.
Expected Links to
Description Typical Completion Location Other
Evidence Date Units,
Elements,
PCs

Work Activity:

a. Dress and behave appropriately in accordance with Observation Oct 8th

your organisation’s standards by Assessor

b. Greet and communicate with customers in a way Observation By Oct 30th TVETC
that makes them welcome, feel valued and shows by Mystery Annex
that you are interested in serving them even when Assessor
working under pressure. Oct 15th
 c. Communicate with customers promptly and Witness
positively to identify and confirm their needs and testimony
expectations and keep them informed and from your Four
reassured supervisor Seasons
and a Sept.21st (location
customer* of
workshop)
d. Give customers time to think and respond to you. Oral and
written
e. Adapt your actions to suit the behaviours of answers to Oct 1st
different types of customers questions*

f. Locate and communicate information your Personal

customers need and check that they understand. statement *

g. Give an explanation to your customers if their

needs and expectations cannot be met.

Comments and clarification:

 This assessment plan assumes that Marsha meets the requirements for the fast –track arrangement.

 Marsha has been given copies of: occupational standards, the Candidate Handbook, Portfolio and guide to
completion.
  Ensure that all evidence requirements are covered especially the variations in Evidence Requirements 3
and 4.

 Ensure that you talk to your immediate supervisor by September 7th to request her to provide a witness
testimony and to identify a customer to provide testimony. Make sure you give your supervisor the forms
to be completed.

 Inform your supervisor of the proposed dates for assessment.

 Refer to the guidelines provided for the Personal Statement, the Witness Testimony and the
Written Answers to Questions.

Our next meeting will be on Oct. 1 at 2:00 p.m. at TVETC to review your progress.

Candidate’s signature: Marsha Candoo Date: 3rd September 2017

Assessor’s signature: I will Check Date: 3rd September 2017

Internal verifiers signature: Sue checker Date: 17th September 2017