View Unit : Portray a positive personal image

Unit

Unit Reference Number

K/601/9042

Qualification Framework

QCF

Title

Portray a positive personal image

Unit Level

Level 2

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

1.4 Public Services

Unit Grading Structure

Pass

Assessment Guidance

This unit must be assessed using naturally occurring evidence from the workplace

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Be able to establish an effective rapport with customers	1.1	Demonstrate a standard of appearance and behaviour that complies with the organisation’s requirements
		1.2	Demonstrate how to greet a customer respectfully and in a friendly manner
		1.3	Communicate with customers in a way that makes them feel valued and respected
		1.4	Identify the customer’s expectations
		1.5	Demonstrate how to treat the customer courteously and helpfully at all times
		1.6	Demonstrate how to keep the customer informed and reassured
		1.7	Demonstrate how to adapt behaviour to respond effectively to different customer behaviour
2	Be able to respond appropriately to customers	2.1	Respond promptly to a customer seeking assistance
		2.2	Select the most appropriate way of communicating with the customer
		2.3	Check with the customer that their expectations have been fully understood
		2.4	Respond promptly and positively to the customers’ questions and comments
		2.5	Demonstrate how to allow the customer time to consider the response and give further explanation when appropriate
3	Be able to communicate information to customers	3.1	Demonstrate how to quickly locate and provide information that will help the customer
		3.2	Identify information that the customer might find complicated and check whether they fully understand
		3.3	Demonstrate how to clearly inform the customer of any reasons why their needs or expectations cannot be met

Equivalent Units

There are no equivalences to display.