Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Develop and maintain knowledge of products and services

1.1

A comprehensive knowledge of industry products and services is actively and regularly researched from authoritative sources

1.2

Characteristics of products and services are identified and understood using available product and service documentation

1.3

Sample materials, products and visual aids are collected and organised for easy use

2

Prepare for work

2.1

A range of materials and products are selected to match customer requirements and suitability for purpose

2.2

An appointment is arranged with the customer and an appropriate schedule is agreed

3

Confirm customer requirements

3.1

Questioning and active listening techniques are used to clarify customer requirements

3.2

Customer requirements are identified professionally, courteously and with tact

3.3

Assumptions are documented in accordance with workplace practices

3.4

Customer requirements are fed back accurately in language that can be understood by the customer and other workplace staff

3.5

Customer requirements are documented in accordance with workplace practices

4

Provide advice on blinds and awnings

4.1

Viable options for colour, material and style that are relevant to the customer’s requirements are presented

4.2

Options for colour, materials and style are explained to, and discussed with, the customer to facilitate customer understanding of available products and services

4.3

Material samples and visual aids are made available to the customer to facilitate customer understanding of available products and services

4.4

Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making

5

Confirm selection with customer

5.1

Customer selection including agreed delivery timeframe, is determined

5.2

Customer commitment to agreed selection is gained in accordance with workplace practices

5.3

Documentation is completed following workplace practices, including specification sheets for products selected and drawings

5.4

Customer is informed of rights and obligations regarding product or service

6

Complete work

6.1

Sample products are returned to storage as required

6.2

Documentation is submitted to appropriate personnel in accordance with workplace practices

6.3

Contact is maintained with customer throughout the manufacturing and installation process

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.

Products include: 

• blinds
• awnings
• shutters

Services include: 

• preparation
• manufacturing
• installation

Authoritative sources include: 

• manufacturers
• industry resource groups
• industry advocacy groups

Characteristics of products include: 

• fabrics
• materials
• colour
• style
• fixings

Documentation includes: 

• product information sheets and specifications

Samples include: 

• fabric off-cuts
• photographs
• drawings and sketches

Visual aids include: 

• photographs
• brochures
• computer presentations

Customer requirements include: 

• sun protection
• darkening effects
• privacy
• insulation
• decoration
• noise reduction
• weather protection
• presenting a professional image
• advertising and branding
• light dispersal

Active listening includes: 

• maintaining eye contact and asking questions to clarify meaning

Assumptions include: 

• site access, removal and disposal of existing blinds, awnings or fixtures

Feedback includes: 

• verbal or written feedback

Documentation includes: 

• quotation for work
• sketches
• drawings
• work orders
• customer care cards

Commitment includes: 

• signing work order or contract, and collecting and receipting deposits

Rights and obligations include: 

• cooling off periods
• providing access to property
• availability at arranged time
• payment terms and conditions

Appropriate personnel include: 

• trainers
• assessors
• managers
• production personnel
• office staff
• supervisors