Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Observation 3rd Party Oral Written Work Element & Performance Criteria Other of skills Statement Questions Questions Projects Element 1: Take general enquiries by phone Answer phone within stipulated number of rings Give appropriate greeting for the time of day State own name and/or company name Use clear diction Establish nature of enquiry Ask questions to establish customer’s needs Element 2: Respond to customer requests or orders Confirm customer’s requests or orders Check availability of bookings, if applicable Note customer’s details and ask customer to spell name and address, if appropriate Reconfirm details of bookings, requests or orders Thank the customer and say goodbye politely
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Other Element 1: Take general enquiries by phone Answer phone within stipulated number of rings Give appropriate greeting for the time of day State own name and/or company name Use clear diction Establish nature of enquiry Ask questions to establish customer’s needs Element 2: Respond to customer requests or orders Confirm customer’s requests or orders Check availability of bookings, if applicable Note customer’s details and ask customer to spell name and address, if appropriate Reconfirm details of bookings, requests or orders Thank the customer and say goodbye politely
AM_Communicate_in_English_on_the_tel_refined.docx