Page 555 - aREA ix eXHIBITS

EVIDENCE GUIDE

1 Critical aspects of Assessment requires evidence that the candidate:
competency 1.1 Received, assessed and responded to customer needs
1.2 Applied key principles and service steps of retention

2 Underpinning 2.1 Knowledge of how to determine customer needs and
knowledge and expectations related to the product or services
attitude 2.2 Knowledge of equipment to be used for specific tasks
2.3 Knowledge of privacy laws and industry standards for
obtaining using and protecting information obtained
from the customers or company
2.4 Knowledge on how to interact with customers
3 Underpinning skills 3.1 Basic oral and written communication skills
3.2 Basic customer service skills
3.3 Interpersonal skills
3.4 Listening Skills
3.5 Skill in demonstrating cost/benefits/value to customer
based on customer expectations and needs
3.6 Skill in generating alternative solutions that will meet
customers expectation

4 Resource Implications 4.1 Materials relevant to the proposed activity or tasks

5 Method of 5.1 Observation and Oral questioning
assessment 5.2 Portfolio
5.6 Third Party Report

6 Context of 6.3 Competency may be assessed in the workplace or in a
assessment simulated workplace setting
6.4 Assessment shall be undertaken either individually or
part of team under limited supervision

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TRAINING REGULATIONS – BROADBAND INSTALLATION (FIXED WIRELESS SYSTEM) NC II Page 31