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Overview

Framework:
RQF
Level:
Level 2
Unit No:
M/505/2341
Credits:
3
Guided learning hours:
24 hours

Assessment Guidance

Although workplace assessment is not strictly a requirement of this unit, it is strongly advised that, in combination with some classroom-based learning, learners should have access to a real work environment in order to develop and demonstrate the relevant skills.

Unit Learning Outcomes

1

Understand the importance of customer service in relation to processing customers’ orders.

Assessment Criteria

  • 1.1
    Explain the importance of giving customers clear, accurate and complete information about the terms of supply.
  • 1.2
    Explain the importance of keeping customers informed of the progress of their orders.

2

Understand the correct use of customer information in relation to processing customers’ orders.

Assessment Criteria

  • 2.1
    Describe the information that must be obtained from customers when they place orders.
  • 2.2
    Explain why information is needed from customers when they place orders, including any information that is required by law.
  • 2.3
    Outline the legal and organisational requirements relating to customer confidentiality.
  • 2.4
    Explain the consequences of not keeping customer information confidential.

3

Be able to find out what customers want to order.

Assessment Criteria

  • 3.1
    Ask questions to clarify customers’ requirements.
  • 3.2
    Use product information to help customers who are unsure which exact products will best meet their requirements.

4

Be able to check the availability of the goods customers want to order.

Assessment Criteria

  • 4.1
    Describe the available sources of supply.
  • 4.2
    Check the availability of goods and the terms and conditions of supply.
  • 4.3
    Offer alternative options to customers if the required goods are not currently in stock.

5

Be able to process orders for customers.

Assessment Criteria

  • 5.1
    Check customer identity and credit status in accordance with legal and organisational procedures.
  • 5.2
    Prepare accurate and complete orders using the organisation’s required format.
  • 5.3
    Communicate orders to those responsible for fulfilling them in line with organisational procedures.
  • 5.4
    Maintain the requisite level of confidentiality when storing, using and sharing customer information.

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