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SVQ2 in Front of House at SCQF Level 5 - Edexcel · 2020-02-11 · Contents Section 1: SVQ2 in...
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SVQ2 in Front of House at SCQF Level 5 Candidate Logbook
SVQ April 2013
Pearson Education Ltd is one of the UK’s largest awarding organisations, offering academic and vocational qualifications and testing to schools, colleges, employers and other places of learning, both in the UK and internationally. Qualifications offered include GCSE, AS and A level, NVQ and our BTEC suite of vocational qualifications, ranging from Entry Level to BTEC Higher National Diplomas. Pearson Education Ltd administers Edexcel GCSE examinations.
Through initiatives such as on screen marking and administration, Pearson is leading the way in using technology to modernise educational assessment and to support teachers and learners.
References to third-party material made in this document are made in good faith. Edexcel does not endorse, approve or accept responsibility for the content of materials, which may be subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.)
Authorised by Martin Stretton Prepared by Paul Webster
Publications code N029875
© Pearson Education Limited 2013
Contents
Section 1: SVQ2 in Front of House at SCQF Level 5 1
Introduction 1
National Occupational Standards and SVQs 1
Which SVQ in Front of House is available? 1
Who is this SVQ for? 1
What is the structure of the SVQ2 in Front of House at SCQF Level 5 2
Section 2: Examples of forms 5
Collecting your evidence 5
Example form 1 — Portfolio title page 7
Example form 2 — Personal profile 9
Example form 3 — Contents checklist 11
Example form 4 — Index of evidence 13
Example form 5 — Unit assessment plan 15
Example form 6 — Unit sign-off record 17
Example form 7 — Work log 19
Example form 8 — Observation record 21
Example form 9 — Witness testimony 23
Example form 10 — Expert witness evidence record 25
Example form 11 — Record of questions and candidate’s answers 27
Section 3: Logbook 29
Mandatory units 31 Unit 1: Maintain a safe, hygienic and secure working environment 33
Unit 2: Work effectively as part of a hospitality team 49
Unit 3: Give customers a positive impression of yourself and your organisation (ICS) 67
Optional units 89 Unit 4: Deal with communications as part of the reception function 91
Unit 5: Deal with the arrival of customers 107
Unit 6: Dealing with bookings 119
Unit 7: Prepare customer accounts and deal with departures 135
Unit 8: Provide tourism information services to customers 151
Unit 9: Produce documents in a business environment 167
Unit 10: Use office equipment 175
Unit 11: Prepare to communicate in a business environment 183
Unit 12: Handle mail and book external services 203
Unit 13: Provide reception services 217
Unit 14: Store and retrieve information 225
Unit 15: Resolve customer service problems 237
Unit 16: Promote additional services or products to customers 265
Unit 17: Deal with customers across a language divide 287
Unit 18: Maintain customer service through effective handover 305
Unit 19: Maintain and deal with payments 321
Annexe A 331
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Section 1: SVQ2 in Front of House at SCQF Level 5
Introduction
This document contains information specific to the SVQ2 in Front of House at SCQF Level 5.
National Occupational Standards and SVQs
The standards, Assessment Strategy and qualification structures for hospitality are owned by People 1st Sector Skills Council, who reviewed these National Occupational Standards. The SVQs have been developed from the National Occupational Standards.
The SVQ2 in Front of House at SCQF Level 5 gives recognition of candidates’ skills, knowledge and understanding. It allows candidates to gain a qualification in the workplace that relates to their job and promotes good working practice.
You can contact the Sector Skills Council (SSC) at:
People 1st
2nd Floor, Armstrong House 38 Market Square Uxbridge UB8 1LH
Telephone: 01895 817000 Website: www.people1st.co.uk
SVQs are designed to be assessed in the workplace, or in conditions resembling the workplace. However, simulation of real working practice might be permitted. Where this is allowed it will be shown in the individual units, within the standards that are in this logbook.
Simulation must be carried out in conditions resembling the workplace. These conditions are described as being a ‘realistic working environment’ (RWE).
Which SVQ in Front of House is available?
SVQ2 in Front of House at SCQF Level 5
Who is this SVQ for?
This qualification is suitable for many hotel staff, particularly those in small hotels, guest houses and B&Bs, and for those who are employed as receptionists in larger hotels. It may also be suitable for receptionists employed to do similar tasks in other establishments, such as care homes or private hospitals.
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What is the structure of the SVQ2 in Front of House at SCQF Level 5
To achieve the whole qualification at Level 5, you must prove competence in three mandatory units and seven optional units.
This comprises:
all of the mandatory units
at least one unit from Group A.
The remaining six units can come from either Group A or B.
Mandatory units for the SVQ2 in Front of House at SCQF Level 5
You must achieve all of the units listed below:
Unit number
Unit code Title Unit credit
SCQF level
1 1GEN1/09 Maintain a safe, hygienic and secure working environment
3 4
2 1GEN4/09 Work effectively as part of a hospitality team
3 4
3 2GEN1/10 Give customers a positive impression of yourself and your organisation (ICS)
5 5
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Optional units for the SVQ2 in Front of House at SCQF Level 5
You must achieve at least one from Group A. The remaining units can come from either Group A or Group B.
Group A
Unit number
Unit code Title Unit credit
SCQF level
4 2FOH1/10 Deal with communications as part of the reception function
3 5
5 2FOH2/10 Deal with the arrival of customers 4 5
6 2FOH3/10 Deal with bookings 4 5
7 2FOH4/10 Prepare customer accounts and deal with departures
4 5
8 2FOH11/10 Provide tourism information services to customers
5 5
Group B
Unit number
Unit code Title Unit credit
SCQF level
9 2FOH5/10 Produce documents in a business environment (CfA)
4 5
10 2FOH6/10 Use office equipment (CfA) 3 4
11 2FOH7/10 Prepare to communicate in a business environment (CfA)
3 5
12 2FOH8/10 Handle mail and book external services 3 5
13 2FOH9/10 Provide reception services (CfA) 3 5
14 2FOH10/10 Store and retrieve information (CfA) 3 5
15 2GEN5/10 Resolve customer service problems (ICS) 6 5
16 2GEN6/10 Promote additional services or products to customers (ICS)
6 5
17 2GEN7/10 Deal with customers across a language divide (ICS)
8 5
18 2GEN8/10 Maintain customer service through effective handover (ICS)
4 5
19 2GEN9/10 Maintain and deal with payments 4 5
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Section 2: Examples of forms
Collecting your evidence
This section contains examples of the forms you, your assessor and the internal verifier will use while you are undertaking your SVQ2 in Front of House at SCQF Level 5.
The forms are:
Form 1: Portfolio title page
Form 2: Personal profile
Form 3: Contents checklist
Form 4: Index of evidence
Form 5: Unit assessment plan
Form 6: Unit sign-off record
Form 7: Work log
Form 8: Observation record
Form 9: Witness testimony
Form 10: Expert witness evidence record
Form 11: Record of questions and candidate’s answers
You should ask your assessor for further advice and support if you are still unsure about how to use the forms and who should complete them.
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Example form 1 — Portfolio title page
Name:
Job title:
Name of employer/training provider/college:
Their address: Postcode:
Telephone number (Home): (Work):
Email address: Fax number:
SVQ: Level:
Units submitted for assessment:
Mentor/Supervisor: (Please provide details of mentor’s/supervisor’s experience):
Assessor: Date:
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Example form 2 — Personal profile
Name:
Address: Postcode:
Telephone number (Home): (Work):
Email address: Fax number:
Job title:
Relevant experience
Description of your current job:
Previous work experience or attach copy of a current CV:
Qualifications and training and/or attach copy of a current CV:
continued overleaf…
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Voluntary work/interests:
Name of employer/training provider/college:
Address: Postcode:
Telephone number (work): Fax number:
Email address:
Type of business, if employer:
Number of staff:
Structure of organisation (including chart or diagram if available):
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Example form 3 — Contents checklist
SVQ title:
Candidate:
Completed? Page/section number
Title page for the portfolio
Personal profile
your own personal details
a brief CV or career profile
description of your job
information about your employer/training provider/college
Summary of the units
Completed units
signed by yourself, your assessor and the internal verifier (where relevant)
reference numbers included
unit assessment plans
Unit progress records
Index of evidence (with cross-referencing information completed)
Evidence (with reference numbers)
observation records
details of witnesses (witness testimony sheets)
personal statements
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Example form 4 — Index of evidence
SVQ title and level:
Candidate:
Units/ elements evidence links to (give specific numbers, eg 5.2.1)
Evidence number
Description of evidence
Included in portfolio (Yes/No) If No, state location
Internal verifier signature and date of sampling
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Example form 5 — Unit assessment plan
SVQ title:
Unit:
Candidate: Assessor:
Normal working activities performed
Typical evidence
Work area Expected completion date
Links to other units/elements
Element:
Element:
Element:
Activities needing to be performed
Element:
Element:
Element:
Additional comments
Assessor’s signature: Date:
Candidate’s signature: Date:
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Example form 6 — Unit sign-off record
SVQ title and level:
Candidate:
Assessor:
To achieve the whole qualification, you must prove competence in three mandatory units and seven optional units.
Unit checklist: list here the units you will be undertaking, then circle the reference number of each unit as you complete it.
Mandatory
Optional
Mandatory units
Unit number Title Assessor’s signature
Date
continued overleaf…
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Optional units
Unit number Title Assessor’s signature
Date
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Example form 7 — Work log
SVQ title and level:
Unit/element(s):
Candidate:
Purpose of statement:
Evidence index number:
Date Evidence index number
Details of statement Links to other evidence (enter numbers)
Units, elements and PCs covered
Candidate’s signature: Date:
Assessor’s signature: Date:
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Example form 8 — Observation record
SVQ title and level:
Unit/element(s):
Candidate: Date of observation:
Evidence index number:
Skills/activities observed: PCs and range covered:
Knowledge and understanding apparent from this observation:
Other units/elements to which this evidence may contribute:
Assessor comments and feedback to candidate:
I can confirm the candidate’s performance was satisfactory.
Assessor’s signature: Date:
Candidate’s signature: Date:
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Example form 9 — Witness testimony
SVQ title and level:
Candidate name:
Evidence index number:
Where applicable, evidence number to which this testimony relates:
Unit:
Element(s):
Range:
Date of evidence:
Witness name:
Relationship to candidate:
Details of testimony:
I can confirm the candidate’s evidence is authentic and accurate.
Witness signature:
Name: Date:
Contact telephone number:
Please tick () the appropriate box.
Qualified as an assessor for workplace performance
Familiar with the SVQ standards to which the candidate is working
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Example form 10 — Expert witness evidence record
SVQ title and level:
Candidate name:
Evidence index number:
Where applicable, evidence number to which this testimony relates:
Unit:
Element(s):
Date of evidence:
Expert witness name:
Relationship to candidate:
Details of testimony:
I can confirm the candidate’s evidence is authentic and accurate.
Expert witness signature:
Name: Date:
Contact telephone number:
Please tick () the appropriate box.
Qualified as an assessor for workplace performance
Relevant professional work role that involves evaluating everyday staff practice
Current expertise
Familiar with the SVQ standards to which the candidate is working
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Example form 11 — Record of questions and candidate’s answers
SVQ title and level:
Candidate name:
Unit: Element(s):
Evidence index number:
Circumstances of assessment:
List of questions and candidate’s responses:
Q: A:
Q: A:
Assessor’s signature: Date:
Candidate’s signature: Date:
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Section 3: Logbook
Page number
Mandatory units 31
Unit 1: Maintain a safe, hygienic and secure working environment 33
Unit 2: Work effectively as part of a hospitality team 49
Unit 3: Give customers a positive impression of yourself and your organisation (ICS) 67
Optional units 89
Unit 4: Deal with communications as part of the reception function 91
Unit 5: Deal with the arrival of customers 107
Unit 6: Dealing with bookings 119
Unit 7: Prepare customer accounts and deal with departures 135
Unit 8: Provide tourism information services to customers 151
Unit 9: Produce documents in a business environment 167
Unit 10: Use office equipment 175
Unit 11: Prepare to communicate in a business environment 183
Unit 12: Handle mail and book external services 203
Unit 13: Provide reception services 217
Unit 14: Store and retrieve information 225
Unit 15: Resolve customer service problems 237
Unit 16: Promote additional services or products to customers 265
Unit 17: Deal with customers across a language divide 287
Unit 18: Maintain customer service through effective handover 305
Unit 19: Maintain and deal with payments 321
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Mandatory units
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Unit 1: Maintain a safe, hygienic and secure working environment
Unit code: 1GEN1/09
Unit credit: 3
SCQF Unit level: 4
Introduction
This unit is about basic health, hygiene, safety and security. This includes maintaining a clean and hygienic personal appearance, getting any cuts and grazes treated and reporting illnesses and infections. The unit also covers safety and security in your workplace, helping to spot and deal with hazards and following emergency procedures when necessary.
This unit links to all of the units in the hospitality suite of occupational standards.
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What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
Your
resp
onsi
bili
ties
under
the
Hea
lth a
nd S
afet
y at
Work
Act
K2
Why
it is
import
ant
to w
ork
in a
hea
lthy,
saf
e an
d h
ygie
nic
way
K3
Wher
e yo
u c
an g
et info
rmat
ion a
bout
hea
lth,
hyg
iene
and s
afet
y in
you
r w
ork
pla
ce
For
Ele
men
t 1G
EN
1/0
9.1
Mai
nta
in p
erso
nal
hea
lth a
nd h
ygie
ne
K4
Gen
eral
rule
s on h
ygie
ne
that
you m
ust
follo
w
K5
Why
corr
ect
cloth
ing,
footw
ear
and h
eadgea
r sh
ould
be
wor
n a
t al
l tim
es
K6
Why
it is
import
ant
to m
ainta
in g
ood p
erso
nal
hyg
iene
K7
What
you s
hould
do if yo
u h
ave
cuts
, gra
zes
and w
ounds
and w
hy
it is
import
ant
For
Ele
men
t 1G
EN
1/0
9.2
Hel
p t
o m
ainta
in a
hyg
ienic
, sa
fe a
nd s
ecure
work
pla
ce
K8
The
types
of
haz
ards
that
you m
ay fin
d in y
our
work
pla
ce a
nd h
ow
to d
eal w
ith t
hes
e co
rrec
tly
K9
Haz
ards
you c
an d
eal w
ith y
ours
elf
and h
azar
ds
that
you m
ust
rep
ort
to s
om
eone
else
K10
How
to w
arn o
ther
peo
ple
about
haz
ards
and w
hy
this
is
import
ant
K11
Why
you s
hould
rep
ort
acc
iden
ts a
nd n
ear
acci
den
ts a
nd w
ho y
ou s
hould
rep
ort
thes
e to
K12
Typ
es o
f em
ergen
cies
that
may
hap
pen
in y
our
work
pla
ce a
nd h
ow
to
dea
l w
ith t
hes
e
K13
Wher
e to
fin
d first
aid
equip
men
t an
d w
ho t
he
regis
tere
d f
irst
-aid
er is
in y
our
work
pla
ce
K14
Saf
e lif
ting a
nd h
andlin
g t
echniq
ues
that
you
must
follo
w
K15
Oth
er w
ays
of
work
ing s
afel
y th
at a
re r
elev
ant
to y
our
job a
nd w
hy
thes
e ar
e im
port
ant
K16
Your
org
anis
atio
n’s
em
ergen
cy p
roce
dure
s, in p
articu
lar
for
fire
, an
d h
ow
you
shou
ld
follo
w t
hes
e
K17
The
poss
ible
cau
ses
of fire
in y
our
work
pla
ce
K18
What
you c
an d
o t
o m
inim
ise
the
risk
of
fire
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Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
Ele
men
t 1G
EN
1/0
9.2
Hel
p t
o m
ainta
in a
hyg
ienic
, sa
fe a
nd s
ecure
work
pla
ce
K19
Wher
e to
fin
d fire
alar
ms
and h
ow
to s
et t
hem
off
K20
Why
you s
hould
nev
er a
ppro
ach a
fire
unle
ss it
is s
afe
to d
o s
o
K21
Why
it is
import
ant
to follo
w f
ire
safe
ty law
s
K22
Your
org
anis
atio
n’s
sec
urity
pro
cedure
s an
d w
hy
thes
e ar
e im
port
ant
K23
The
corr
ect
pro
cedure
s fo
r dea
ling w
ith c
ust
om
er p
roper
ty
K24
Why
it is
import
ant
to r
eport
all
usu
al/n
on-r
outine
inci
den
ts t
o t
he
appro
priat
e per
son
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Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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I co
nfirm
that
the
evid
ence
det
aile
d in t
his
unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of th
e N
atio
nal
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:
Dat
e:
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is u
nit.
Ass
esso
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):
D
ate:
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):
Dat
e:
N029875 —
Can
did
ate
Logbook
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VQ
2 in F
ront
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ouse
at
SCQ
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vel 5 —
Issu
e 2 —
April 2013 ©
Pea
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duca
tion L
imited
2013
38
Elem
ent
1G
EN1/0
9.1
Main
tain
pers
on
al h
ealt
h a
nd
hyg
ien
e
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Wea
r cl
ean,
smar
t an
d a
ppro
priat
e cl
oth
ing,
footw
ear
and
hea
dgea
r
2
Kee
p y
our
hai
r nea
t an
d t
idy
and
wea
r it in lin
e w
ith
your
org
anis
atio
n’s
st
andar
ds
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ate
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duca
tion L
imited
2013
39
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
3
Mak
e su
re a
ny
jew
elle
ry,
per
fum
e an
d c
osm
etic
s yo
u
wea
r ar
e in
lin
e w
ith
your
org
anis
atio
n’s
st
andar
ds
4
Get
any
cuts
, gra
zes
and w
ounds
trea
ted b
y th
e pro
per
per
son
5
Rep
ort
illn
ess
and
infe
ctio
ns
pro
mptly
to
the
pro
per
per
son
N029875 —
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vel 5 —
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April 2013 ©
Pea
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duca
tion L
imited
2013
40
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
41
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of th
e N
atio
nal
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:
Dat
e:
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is u
nit.
Ass
esso
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):
D
ate:
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):
Dat
e:
N029875 — Candidate Logbook — SVQ2 in Front of House at SCQF Level 5 —
Issue 2 — April 2013 © Pearson Education Limited 2013
42
Element 1GEN1/09.2
Help to maintain a hygienic, safe and secure workplace
What you must cover
C1 Hazards (at least one from)
a) relating to equipment
b) relating to areas where you work
c) relating to personal clothing
C2 Ways of dealing with hazards (None from)
a) putting them right yourself
b) reporting them to appropriate colleagues
c) warning other people
C3 Emergency procedures (at least one from)
a) fire
b) threat
c) security
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tion L
imited
2013
43
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
6
Kee
p a
look
out
for
haz
ards
in y
our
work
pla
ce
7
Iden
tify
any
haz
ards
or
pote
ntial
haz
ards
and d
eal w
ith
thes
e co
rrec
tly
8
Rep
ort
any
acci
den
ts o
r nea
r ac
ciden
ts q
uic
kly
and
accu
rate
ly t
o t
he
pro
per
per
son
9
Follo
w h
ealth,
hyg
iene
and s
afet
y pro
cedure
s in
all
your
work
N029875 –
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vel 5 –
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duca
tion L
imited
2013
44
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
10 P
ract
ise
emer
gen
cy p
roce
dure
s co
rrec
tly
11 F
ollo
w y
our
org
anis
atio
n’s
sec
urity
pro
cedure
s
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ouse
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vel 5 –
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e 2 –
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duca
tion L
imited
2013
45
Elem
ent:
1G
EN1/0
9.2
H
elp t
o m
ainta
in a
hyg
ienic
, sa
fe a
nd s
ecure
wor
kpla
ce
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
. Haza
rds
a Rel
atin
g t
o
equip
men
t
b
Rel
atin
g t
o a
reas
w
her
e yo
u w
ork
c Rel
atin
g t
o
per
sonal
clo
thin
g
C2
.Ways
of
dealin
g
wit
h h
aza
rds
a Putt
ing t
hem
rig
ht
yours
elf
b
Rep
ort
ing t
hem
to
appro
priat
e co
lleag
ues
c W
arnin
g o
ther
peo
ple
C3
.Em
erg
en
cy
pro
ced
ure
s
a Fi
re
b
Thre
at
c Sec
urity
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duca
tion L
imited
2013
46
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
47
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:
Dat
e:
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):
D
ate:
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):
Dat
e:
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
48
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
49
Unit 2: Work effectively as part of a hospitality team
Unit code: 1GEN4/09
Unit credit: 3
SCQF Unit level: 4
Introduction
This unit is about making a useful contribution to the work of a team, that is the people you work with. ‘Team’ includes your line manager or supervisor as well as other people in your team working at the same level as yourself. The unit includes accurately following instructions; working on time; helping others when they need help; communicating with the people you work with; getting feedback on what you do well and where you could improve and continuing to learn and develop yourself.
N029875 –
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ront
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ouse
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duca
tion L
imited
2013
50
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
Plan
and o
rgan
ise
your
work
K1
Why
it is
esse
ntial
to u
nder
stan
d t
he
requirem
ents
of th
e w
ork
K2
The
ben
efits
to y
ou a
nd y
our
team
of
pla
nnin
g a
nd o
rgan
isin
g y
our
work
K3
How
to m
ake
the
most
eff
icie
nt
use
of
your
tim
e an
d a
void
thin
gs
that
may
unnec
essa
rily
dis
rupt
it
K4
The
ben
efits
of ke
epin
g e
very
thin
g y
ou n
eed f
or y
our
work
org
anis
ed a
nd a
vaila
ble
K5
Why
it is
import
ant
to k
eep y
our
work
are
a cl
ean a
nd t
idy
K6
Why
it is
import
ant
to k
eep w
aste
to a
min
imum
K7
When
to a
sk f
or
hel
p a
nd w
ho
you c
an a
sk
Work
effec
tive
ly w
ith t
eam
mem
ber
s
K8
Why
effe
ctiv
e te
amw
ork
is
import
ant
K9
The
peo
ple
in y
our
team
and h
ow
they
fit into
the
org
anis
atio
n
K10
The
resp
onsi
bili
ties
of
the
team
and w
hy
it is
import
ant
to t
he
org
anis
atio
n a
s a
whole
K11
How
to m
ainta
in g
ood w
ork
ing r
elat
ionsh
ips
with t
eam
mem
ber
s
K12
How
to d
eter
min
e if h
elpin
g a
tea
m m
ember
will
pre
vent
you f
rom
com
ple
ting y
our
ow
n w
ork
on t
ime
K13
The
limits
of
your
job r
ole
and w
hat
you c
an a
nd c
annot
do
when
hel
pin
g t
eam
mem
ber
s
K14
What
could
be
esse
ntial
info
rmat
ion t
hat
nee
ds
to b
e pas
sed o
n t
o a
tea
m m
ember
and w
hy
you
nee
d t
o p
ass
it o
n a
s so
on a
s poss
ible
K15
The
types
of
beh
avio
ur
that
hel
p t
he
team
to w
ork
wel
l an
d t
he
types
that
do n
ot
K16
Why
you s
hould
rep
ort
any
pro
ble
ms
with w
orki
ng r
elat
ionsh
ips
to y
our
line
man
ager
K17
How
to c
om
munic
ate
clea
rly
and w
hy
it is
import
ant
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tion L
imited
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51
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
Dev
elop y
our
ow
n s
kills
K18
Why
it is
import
ant
to im
pro
ve y
our
know
ledge
and s
kills
K19
How
to g
et fee
dbac
k fr
om
tea
m m
ember
s an
d h
ow
this
can
hel
p y
ou
K20
How
a lea
rnin
g p
lan s
hould
hel
p t
o im
pro
ve y
our
work
K21
Why
it is
import
ant
to r
evie
w y
our
action/l
earn
ing p
lan r
egula
rly
N029875 –
Can
did
ate
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2 in F
ront
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ouse
at
SCQ
F Le
vel 5 –
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e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
52
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
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did
ate
Logbook
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VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
53
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:
Dat
e:
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):
D
ate:
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):
Dat
e:
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
54
Pla
n a
nd o
rgan
ise
your
wor
k 1
GEN
4/0
9.1
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Mak
e su
re y
ou
under
stan
d t
he
requirem
ents
of
the
work
2
Ask
ques
tions
about
thin
gs
you d
o
not
under
stan
d
3
Acc
ura
tely
follo
w
inst
ruct
ions
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
55
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
4
Pla
n y
our
work
by
prioritisi
ng t
asks
in
ord
er o
f im
port
ance
5
Kee
p e
very
thin
g
you n
eed f
or y
our
work
org
anis
ed a
nd
avai
lable
6
Kee
p y
our
work
ar
ea a
s cl
ean a
nd t
idy
as p
oss
ible
7
Kee
p w
aste
to a
m
inim
um
8
Ask
for
hel
p f
rom
th
e re
leva
nt
per
son if
you n
eed it
9
Provi
de
work
on
tim
e an
d a
s ag
reed
N029875 –
Can
did
ate
Logbook
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VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
56
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
57
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:
Dat
e:
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):
D
ate:
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):
Dat
e:
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
58
Wor
k ef
fect
ivel
y w
ith t
eam
mem
ber
s 1
GEN
4/0
9.2
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
10 G
ive
team
m
ember
s hel
p w
hen
th
ey a
sk for
it
11 M
ake
sure
the
hel
p
you g
ive
them
is
within
the
limits
of
your
job r
ole
12 M
ake
sure
the
hel
p
you g
ive
doe
s not
pre
vent
you f
rom
co
mple
ting y
our
own
work
on t
ime
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
59
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
13 P
ass
on im
port
ant
info
rmat
ion t
o t
eam
m
ember
s as
soon a
s poss
ible
14 M
ainta
in g
ood
work
ing r
elat
ionsh
ips
with t
eam
mem
ber
s
15 R
eport
any
pro
ble
ms
with w
ork
ing
rela
tionsh
ips
to t
he
rele
vant
per
son
16 C
om
munic
ate
clea
rly
and e
ffec
tive
ly
with t
eam
mem
ber
s
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
60
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
61
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:
Dat
e:
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):
D
ate:
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):
Dat
e:
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
62
Dev
elop
you
r ow
n s
kills
1G
EN4/0
9.3
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
17 S
eek
feed
bac
k on
your
work
and d
eal
with t
his
fee
dbac
k posi
tive
ly
18 I
den
tify
, w
ith t
he
rele
vant
per
son,
aspec
ts o
f yo
ur
work
w
hic
h a
re u
p t
o
stan
dar
d a
nd a
reas
th
at y
ou c
ould
im
pro
ve
19 A
gre
e w
hat
you
hav
e to
do t
o im
pro
ve
your
work
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
63
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
20 A
gre
e an
act
ion/
lear
nin
g p
lan w
ith t
he
rele
vant
per
son
21 S
eek
opport
unitie
s to
rev
iew
and d
evel
op
your
pla
n
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
64
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
65
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:
Dat
e:
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):
D
ate:
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):
Dat
e:
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
66
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
67
Unit 3: Give customers a positive impression of yourself and your organisation (ICS)
Unit code: 2GEN1/10
Unit credit: 5
SCQF Unit level: 5
Introduction
This unit is about communicating with customers to give a positive impression of yourself and your organisation. It involves giving customers the right impression, responding to their needs and providing helpful information.
This unit is Unit A4 from the Institute of Customer Service suite of standards.
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
68
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
For
the
whol
e unit
K1
Your
org
anis
atio
n’s
sta
ndar
ds
for
appea
rance
and b
ehav
iour
K2
Your
org
anis
atio
n’s
guid
elin
es f
or
how
to r
ecog
nis
e w
hat
your
cust
omer
wan
ts a
nd r
espond a
ppro
priat
ely
K3
Your
org
anis
atio
n’s
rule
s an
d p
roce
dure
s re
gar
din
g t
he
met
hods
of c
omm
unic
atio
n y
ou u
se
K4
How
to r
ecog
nis
e w
hen
a c
ust
om
er is
angry
or
confu
sed
K5
Your
org
anis
atio
n’s
sta
ndar
ds
for
tim
elin
ess
in r
espondin
g t
o cu
stom
er q
ues
tions
and r
eques
ts f
or
info
rmat
ion
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
69
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
70
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:
Dat
e:
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):
D
ate:
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:
Dat
e:
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):
Dat
e:
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
71
Establish effective rapport with customers 2GEN1/10.1
What you must cover
C1 Communication method (at least 3 from)
(a) face to face
(b) in writing
(c) by telephone
(d) by text message
(e) by e-mail (including social networking)
(f) Intranet
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
72
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Mee
t yo
ur
org
anis
atio
n’s
st
andar
ds
of
appea
rance
and
beh
avio
ur
2
Gre
et y
our
cust
om
er r
espec
tfully
an
d in a
frien
dly
m
anner
3
Com
munic
ate
with
your
cust
omer
in a
w
ay t
hat
mak
es t
hem
fe
el v
alued
and
resp
ecte
d
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
73
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
4
Iden
tify
and
confirm
your
cust
om
er’s
ex
pec
tations
5
Tre
at y
our
cust
om
er c
ourt
eousl
y an
d h
elpfu
lly a
t al
l tim
es
6
Kee
p y
our
cust
om
er info
rmed
an
d r
eass
ure
d
7
Adap
t yo
ur
beh
avio
ur
to r
espond
effe
ctiv
ely
to d
iffe
rent
cust
om
er b
ehav
iour
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
74
Elem
ent:
2G
EN1/1
0.1
Es
tablish
eff
ecti
ve r
appor
t w
ith c
ust
omer
s
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
.Haza
rds
a fa
ce t
o fac
e
b
in w
riting
c by
tele
phone
d
by
text
mes
sage
e by
emai
l (i
ncl
udin
g
soci
al n
etw
ork
ing)
f In
tran
et
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
75
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
76
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
77
Respond appropriately to customers 2GEN1/10.2
What you must cover
C2 Positive impression (all from)
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
(d) when people, systems or resources have let you down
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
78
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
8
Res
pond p
rom
ptly
to a
cust
om
er s
eeki
ng
hel
p
9
Choose
the
most
ap
pro
priat
e w
ay t
o
com
munic
ate
with
your
cust
omer
10 C
hec
k w
ith y
our
cust
om
er t
hat
you
hav
e fu
lly u
nder
stood
thei
r ex
pec
tations
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
79
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
11 R
espond p
rom
ptly
and p
osi
tive
ly t
o y
our
cust
om
ers’
ques
tions
and c
om
men
ts
12 A
llow
your
cust
om
er t
ime
to
consi
der
your
resp
onse
and g
ive
furt
her
exp
lanat
ion
when
appro
priat
e
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
80
Elem
ent:
2G
EN1/1
0.2
R
espo
nd a
ppro
pri
atel
y to
cust
omer
s
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C2
Po
siti
ve
imp
ress
ion
a D
uring r
outine
of
cust
om
er s
ervi
ce
b
During a
busy
tim
e in
your
job
c D
uring a
quie
t tim
e in
your
job
d
When
peo
ple
, sy
stem
s or
reso
urc
es h
ave
let
you d
own
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
81
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
82
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
83
Communicate information to customers 2GEN1/10.3
What you must cover
C3 Communicate with customers (all from)
(a) using appropriate spoken or written language
(b) applying the conventions and rules appropriate to the method of communication you have chosen
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
84
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
13 Q
uic
kly
find
info
rmat
ion t
hat
will
hel
p y
our
cust
om
er
14 G
ive
your
cust
om
er info
rmat
ion
they
nee
d a
bout
the
serv
ices
or
pro
duct
s offer
ed b
y yo
ur
org
anis
atio
n
15 R
ecognis
e in
form
atio
n t
hat
your
cust
om
er m
ight
find
com
plic
ated
and c
hec
k w
het
her
they
fully
under
stan
d
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
85
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
16 E
xpla
in c
lear
ly t
o
your
cust
omer
s an
y re
asons
why
thei
r nee
ds
or
expec
tations
cannot
be
met
Elem
ent:
2G
EN1/1
0.3
C
omm
unic
ate
info
rmat
ion t
o cu
stom
ers
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
re
qu
irem
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C3
Haza
rds
d
usi
ng
appro
priat
e sp
oke
n o
r w
ritt
en lan
guag
e
e ap
ply
ing t
he
conve
ntions
and
rule
s ap
pro
priat
e to
the
met
hod o
f co
mm
unic
atio
n
you h
ave
chose
n
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Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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imited
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I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
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N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
89
Optional units
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
90
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
91
Unit 4: Deal with communications as part of the reception function
Unit code: 2FOH1/10
Unit credit: 3
SCQF Unit level: 5
Introduction
This unit is about dealing with incoming communications for example taking telephone calls and emails – taking accurate messages and passing them on. It also covers dealing with outgoing communications – for example making telephone calls – and leaving messages where appropriate.
When you have completed this unit, you will have proved you can:
2FOH1/10.1 Deal with incoming communications
2FOH1/10.2 Deal with outgoing communications.
What some of the words in this unit mean
Communicating in a way that gives a positive impression
For example, by speaking clearly, avoiding jargon and slang, by avoiding spelling mistakes and simple grammatical errors
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What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
For
the
whol
e unit
K1
The
range
of
met
hods
you c
an u
se t
o c
om
munic
ate
with o
ther
org
anis
atio
ns
and p
eople
K2
How
to u
se t
he
com
munic
atio
ns
equip
men
t in
your
org
anis
atio
n
K3
Your
org
anis
atio
n’s
sty
le w
hen
com
munic
atin
g w
ith o
ther
org
anis
atio
ns
and p
eople
K4
Why
it is
import
ant
to d
eal w
ith e
very
one
you c
om
munic
ate
with p
olit
ely
and h
elpfu
lly
K5
The
type
of unex
pec
ted s
ituat
ions
and p
roble
ms
that
may
occ
ur
when
com
munic
atin
g w
ith o
ther
s, a
nd h
ow
to
dea
l w
ith t
hes
e
K6
Why
it is
import
ant
to g
ive
only
acc
ura
te a
nd n
on-c
onfiden
tial
info
rmat
ion
For
Ele
men
t 2FO
H1/1
0.1
Dea
l w
ith inco
min
g c
om
munic
atio
ns
K7
Your
org
anis
atio
n’s
sta
ndar
ds
for
answ
erin
g t
elep
hone
calls
, an
d w
hy
thes
e ar
e im
port
ant
K8
Why
it is
import
ant
to iden
tify
peo
ple
who m
ake
enquirie
s an
d e
stab
lish t
hei
r nee
ds
K9
Why
it is
import
ant
to r
elay
mes
sages
pro
mptly
to t
hose
conce
rned
, an
d t
he
pro
cedure
s th
at y
ou s
hou
ld follo
w
For
Ele
men
t 2FO
H1/1
0.2
Dea
l w
ith o
utg
oin
g c
omm
unic
atio
ns
K10
Why
it is
import
ant
to iden
tify
yours
elf
and e
xpla
in t
he
purp
ose
of
mak
ing c
onta
ct
K11
Why
it is
import
ant
to g
ive
only
acc
ura
te a
nd n
on-c
onfiden
tial
info
rmat
ion
K12
Why
it is
import
ant
to c
om
munic
ate
clea
rly,
usi
ng a
tone
and p
ace
whic
h c
an b
e ea
sily
under
stood
K13
How
to c
om
munic
ate
both
ora
lly a
nd in w
riting,
in a
way
that
giv
es a
posi
tive
im
pre
ssio
n o
f yo
u a
nd
your
org
anis
atio
n
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duca
tion L
imited
2013
93
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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Pea
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duca
tion L
imited
2013
94
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
95
Element 2FOH1/10.1
Deal with incoming communications
What you must cover
C1 Communications (at least two from)
a) by telephone
b) by letter or fax
c) using email
C2 Enquiries (Both)
a) those you can deal with yourself
b) those that need to be passed/transferred to another person/department
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96
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Dea
l w
ith
com
munic
atio
ns
pro
mptly,
polit
ely
and in
line
with y
our
org
anis
atio
n’s
sty
le
2
Iden
tify
the
per
son,
find o
ut
what
thei
r nee
ds
are
and d
eal w
ith t
hes
e co
rrec
tly
3
Answ
er e
nquirie
s ac
cura
tely
without
giv
ing
any
confiden
tial
in
form
atio
n
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Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
4
Rec
ord
cle
ar a
nd
accu
rate
mes
sages
an
d p
ass
them
on a
s re
ques
ted
5
Dea
l co
rrec
tly
with
any
pro
ble
ms
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Elem
ent:
2FO
H1/1
0.1
D
eal w
ith inco
min
g co
mm
unic
atio
ns
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Co
mm
un
icati
on
s
a By
tele
phone
b
By
lett
er o
r fa
x
c U
sing e
mai
l
C2
En
qu
irie
s
a th
ose
you
can
dea
l w
ith y
ours
elf
b
those
that
nee
d t
o
be
pas
sed/
tran
sfer
red
to a
noth
er p
erso
n/
dep
artm
ent
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duca
tion L
imited
2013
99
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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did
ate
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ront
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ouse
at
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vel 5 –
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Pea
rson E
duca
tion L
imited
2013
100
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
101
Element 2FOH1/10.2
Deal with outgoing communications
What you must cover
C3 Methods of communicating (at least two from)
a) by telephone
b) by letter or fax
c) using email
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duca
tion L
imited
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102
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
6
Choose
the
bes
t m
ethod o
f co
mm
unic
atin
g w
ith
the
per
son c
once
rned
7
Use
your
org
anis
atio
n’s
agre
ed
styl
e
8
Com
munic
ate
in a
w
ay t
hat
giv
es a
posi
tive
im
pre
ssio
n o
f yo
urs
elf
and y
our
org
anis
atio
n
9
Iden
tify
you
rsel
f an
d e
xpla
in t
he
reas
on w
hy
you a
re
mak
ing c
onta
ct
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
103
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
10 G
ive
only
non-
confiden
tial
and
rele
vant
info
rmat
ion
to t
he
per
son y
ou
hav
e co
nta
cted
11 L
eave
cle
ar a
nd
accu
rate
mes
sages
w
her
e nee
ded
12 D
eal w
ith a
ny
pro
ble
ms
corr
ectly
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
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duca
tion L
imited
2013
104
Elem
ent:
2FO
H1/1
0.2
D
eal w
ith o
utg
oing
com
munic
atio
n
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C3
Meth
od
s o
f co
mm
un
icati
ng
d
by
tele
phone
e by
lett
er o
r fa
x
f usi
ng e
mai
l
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
105
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
106
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
107
Unit 5: Deal with the arrival of customers
Unit code: 2FOH2/10
Unit credit: 4
SCQF Unit level: 5
Introduction
This unit is about dealing with the arrival of customers, processing their registration documents and promoting the products and services of the organisation. Dealing with the arrival of customers is a vital part of the front of house role. You are the likely to be one of the first people the customer will meet, and you need to portray a professional, efficient and helpful image from the start.
N029875 –
Can
did
ate
Logbook
– S
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2 in F
ront
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ouse
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F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
108
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
Your
org
anis
atio
n’s
sta
ndar
ds
for
cust
om
er c
are
and w
hy
thes
e ar
e im
port
ant
K2
Your
org
anis
atio
n’s
booki
ng p
roce
dure
s an
d w
hy
it is
import
ant
to f
ollo
w t
hes
e co
rrec
tly
K3
Your
org
anis
atio
n’s
chec
k in
pro
cedure
s an
d w
hy
it is
import
ant
to f
ollo
w t
hes
e co
rrec
tly
K4
Bas
ic leg
al re
quirem
ents
rel
atin
g t
o a
ccom
modat
ion,
goods
and s
ervi
ces
for
sale
K5
The
types
of
unex
pec
ted s
ituat
ions
and p
roble
ms
that
may
occ
ur
when
cust
om
ers
arrive
,
and h
ow
to d
eal w
ith t
hes
e
K6
Why
regis
trat
ion d
ocu
men
tation m
ust
be
corr
ectly
com
ple
ted b
y th
e cu
stom
er
K7
The
spec
ific
req
uirem
ents
for
reg
iste
ring o
vers
eas
visi
tors
K8
Your
org
anis
atio
n’s
pro
cedure
for
allo
cation o
f ro
om
s
K9
Why
it is
import
ant
to g
ive
accu
rate
info
rmat
ion t
o c
ust
om
ers
K10
Why
it is
import
ant
to c
orr
ectly
iden
tify
cust
om
er r
equirem
ents
K11
What
reg
istr
atio
n info
rmat
ion m
ust
be
obta
ined
, in
ord
er t
o c
om
ply
with leg
isla
tion
K12
Why
all co
rres
ponden
ce r
elat
ing t
o t
he
booki
ng s
hould
be
avai
lable
N029875 –
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did
ate
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ront
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ouse
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
109
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
110
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
111
What you must cover
C1 Customers (at least one from)
a) customers with routine requirements
b) customers with special requirements
c) customers without advanced bookings
C2 Booking systems (at least one from)
a) computerised system
b) manual system
C3 Information to customers (at least four from)
a) location of room
b) key security and safety procedures
c) services and facilities available
d) prices
e) special offers and promotions available
C4 Services and facilities (at least one from)
a) business facilities
b) leisure facilities
c) food and beverage facilities
N029875 –
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ate
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ront
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ouse
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rson E
duca
tion L
imited
2013
112
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Corr
ectly
iden
tify
cu
stom
er
requirem
ents
2
Ret
riev
e an
y cu
stom
er b
ooki
ng
det
ails
fro
m t
he
booki
ng s
yste
m a
nd
chec
k th
em w
ith t
he
cust
om
er
3
Offer
alter
nat
ives
fo
r an
y se
rvic
es t
hat
ar
e not
avai
lable
as
reques
ted
4
Com
ple
te t
he
regis
trat
ion d
ocu
men
t co
rrec
tly
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
113
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
5
Giv
e ac
cura
te
info
rmat
ion w
hic
h
mee
ts c
ust
omer
nee
ds
6
Prom
ote
the
serv
ices
and f
acili
ties
of
your
org
anis
atio
n
when
appro
priat
e
7
Pas
s on
cust
omer
det
ails
to t
he
rele
vant
dep
artm
ents
in lin
e w
ith o
rgan
isat
ion’s
pro
cedure
s
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
114
Elem
ent:
2FO
H2/1
0 D
eal w
ith t
he
arri
val of
cust
omer
s
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Haza
rds
a Cust
om
ers
with
routine
requirem
ents
b
Cust
om
ers
with
spec
ial
requirem
ents
c Cust
om
ers
without
adva
nce
d b
ooki
ngs
C2
Bo
okin
g s
yst
em
s
a Com
pute
rise
d
syst
em
b
Man
ual
sys
tem
N029875 –
Can
did
ate
Logbook
– S
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2 in F
ront
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ouse
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SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
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duca
tion L
imited
2013
115
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C3
In
form
ati
on
to
cu
sto
mers
a Lo
cation o
f ro
om
b
Key
sec
urity
and
safe
ty p
roce
dure
s
c Ser
vice
s an
d
faci
litie
s av
aila
ble
d
price
s
e sp
ecia
l offer
s an
d
pro
motions
avai
lable
C4
Serv
ices
an
d
faci
liti
es
a busi
nes
s fa
cilit
ies
b
leis
ure
fac
ilities
c fo
od a
nd b
ever
age
faci
litie
s
N029875 –
Can
did
ate
Logbook
– S
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2 in F
ront
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ouse
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SCQ
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vel 5 –
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e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
116
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
117
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
118
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
119
Unit 6: Dealing with bookings
Unit code: 2FOH3/10
Unit credit: 4
SCQF Unit level: 5
Introduction
This unit is about handling booking enquiries and taking bookings from customers. It also covers making amendments (for example, of date and time) to bookings, and keeping records up to date.
When you have completed this unit, you will have proved you can:
2FOH3/10.1 Deal with booking enquiries
2FOH3/10.2 Confirm, cancel and amend bookings.
What some of the words in this unit mean
Customer
Anyone wanting to make, amend or cancel a booking
N029875 –
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imited
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What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
The
import
ance
of dea
ling w
ith c
ust
om
ers
polit
ely
and h
elpfu
lly a
t al
l tim
es
K2
Why
it is
import
ant
to g
ive
accu
rate
spoke
n a
nd w
ritt
en info
rmat
ion t
o c
ust
om
ers
K3
The
types
of
unex
pec
ted s
ituat
ions
and p
roble
ms
that
may
occ
ur
with b
ooki
ngs
and h
ow
to d
eal
with t
hes
e co
rrec
tly
K4
Bas
ic leg
al re
quirem
ents
rel
atin
g t
o g
oods
and s
ervi
ces
for
sale
when
rec
eivi
ng,
confirm
ing,
amen
din
g a
nd c
ance
lling b
ooki
ng e
nquirie
s
K5
Your
org
anis
atio
n’s
book
ing p
roce
dure
s an
d s
yste
ms
K6
The
import
ance
of up-s
ellin
g,
room
/pro
duct
rat
es a
nd y
ield
man
agem
ent
and h
ow
thes
e ap
ply
to
your
work
role
For
Ele
men
t 2FO
H3/1
0.1
Dea
l w
ith b
ooki
ng e
nquirie
s
K7
Why
it is
import
ant
to g
et a
nd r
ecord
booki
ng d
etai
ls a
ccura
tely
K8
Why
it is
import
ant
to t
ake
the
oppor
tunity
to s
ell pro
duct
s an
d s
ervi
ces
For
Ele
men
t 2FO
H3/1
0.2
Confirm
, ca
nce
l an
d a
men
d b
ooki
ngs
K9
Your
org
anis
atio
n’s
can
cella
tion p
olic
ies
and p
roce
dure
s
K10
Why
confirm
atio
ns
and d
eposi
ts a
re r
equired
fro
m c
ust
om
ers
K11
Why
it is
esse
ntial
to f
ollo
w u
p u
nco
nfirm
ed b
ooki
ngs
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
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duca
tion L
imited
2013
121
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
122
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
123
Element 2FOH3/10.1
Deal with booking enquiries
What you must cover
C1 Customers (at least one from)
a) with routine requests
b) with special needs
C2 Enquiries (at least three from)
a) face to face
b) telephone
c) letter or fax
d) email
e) on−line booking systems
C3 Information (at least two from)
a) services and facilities available
b) features and benefits of services and facilities
c) prices
d) special offers and promotions available
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
124
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Be
polit
e an
d
hel
pfu
l w
hen
dea
ling
with e
nquirie
s
2
Find o
ut
what
your
cust
om
er n
eeds
and
giv
e th
em a
ccura
te
info
rmat
ion
3
Tak
e th
e opport
unity
to s
ell
oth
er p
roduct
s an
d
serv
ices
to t
he
cust
om
er
4
Invi
te y
our
cust
om
er t
o m
ake
a booki
ng,
and t
ake
and
reco
rd t
hei
r det
ails
co
rrec
tly
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
125
Elem
ent:
2FO
H3/1
0.1
D
ealing
wit
h b
ooki
ngs
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Cu
sto
mers
a W
ith r
outine
reques
ts
b
With s
pec
ial nee
ds
C2
En
qu
irie
s
a Fa
ce t
o f
ace
b
tele
phone
c le
tter
or
fax
d
emai
l
e on-l
ine
booki
ng
syst
ems
C3
In
form
ati
on
a Fi
re
b
Thre
at
c Sec
urity
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
126
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
127
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
128
Element 2FOH3/10.2
Confirm, cancel and amend bookings
What you must cover
C1 Customers (at least one from)
a) with routine requests
b) with special needs
C4 Booking systems (at least one from)
a) computerised systems
b) manual systems
c) on−line systems
C5 Booking amendments and cancellations (at least one from)
a) change bookings
b) cancel bookings
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
129
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
5
Dea
l w
ith
cust
om
ers
in a
polit
e an
d h
elpfu
l m
anner
at
all tim
es
6
Dea
l w
ith
confirm
atio
ns
in t
he
booki
ng s
yste
m
7
Iden
tify
, ch
eck
and f
ollo
w u
p
unco
nfirm
ed b
ooki
ngs
in t
he
booki
ng s
yste
m
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
130
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
8
Dea
l w
ith b
ooki
ng
amen
dm
ents
and
cance
llations
and
mai
nta
in r
ecord
s of
booki
ngs
in lin
e w
ith
your
org
anis
atio
n’s
pro
cedure
s
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
131
Elem
ent:
2FO
H3/1
0.2
C
onfi
rm,
cance
l an
d am
end
boo
kings
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Cu
sto
mers
a W
ith r
outine
reques
ts
b
With s
pec
ial nee
ds
C4
Bo
okin
g s
yst
em
s
a Com
pute
rise
d
syst
ems
b
Man
ual
sys
tem
s
c O
n-l
ine
syst
ems
C5
Bo
okin
g
am
en
dm
en
ts a
nd
ca
nce
llati
on
s
a Chan
ge
book
ings
b
Can
cel booki
ngs
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
132
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
133
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
134
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
135
Unit 7: Prepare customer accounts and deal with departures
Unit code: 2FOH4/10
Unit credit: 4
SCQF Unit level: 5
Introduction
This unit is about maintaining customer accounts by entering charges and adjustments onto the account. It also covers dealing with departing customers by completing the relevant documentation and procedures, and recording customer comments.
When you have completed this unit, you will have proved you can:
2FOH4/10.1 Prepare and maintain customer accounts
2FOH4/10.2 Deal with the departure of customers.
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tion L
imited
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What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
Your
org
anis
atio
n’s
sta
ndar
ds
for
cust
om
er c
are
and w
hy
it is
import
ant
to f
ollo
w t
hes
e
K2
Bas
ic leg
al re
quirem
ents
rel
atin
g t
o p
repar
ing a
nd m
ainta
inin
g c
ust
om
er a
ccounts
K3
Your
org
anis
atio
n’s
pro
cedure
s fo
r cu
stom
er a
ccou
nts
and w
hy
it is
impor
tant
to f
ollo
w t
hes
e
For
Ele
men
t 2FO
H4/1
0.1
Pre
par
e an
d m
ainta
in c
ust
om
er a
ccounts
K4
Why
cust
omer
acc
ounts
must
be
updat
ed r
egula
rly
with c
har
ges
and a
dju
stm
ents
K5
Why
it is
import
ant
to g
ive
accu
rate
ver
bal
and w
ritt
en info
rmat
ion t
o c
ust
om
ers
K6
Why
cust
omer
acc
ounts
must
be
secu
red f
rom
unau
thorise
d a
cces
s
K7
The
types
of
unex
pec
ted s
ituat
ions
and p
roble
ms
that
may
occ
ur
with c
ust
om
er a
ccounts
and
how
to d
eal w
ith t
hes
e co
rrec
tly
N029875 –
Can
did
ate
Logbook
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ront
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ouse
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Issu
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April 2013 ©
Pea
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duca
tion L
imited
2013
137
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
Ele
men
t 2FO
H4/1
0.2
Dea
l w
ith t
he
dep
artu
re o
f cu
stom
ers
K8
Bas
ic leg
al re
quirem
ents
rel
atin
g t
o a
ccom
modat
ion,
goods
and s
ervi
ces
for
sale
K9
Saf
e an
d h
ygie
nic
work
ing p
ract
ices
when
dea
ling w
ith t
he
dep
artu
re o
f cu
stom
ers
K10
Your
org
anis
atio
n’s
pro
cedure
s fo
r cu
stom
er d
epar
ture
s
K11
Why
com
pla
ints
, co
mm
ents
and s
ugges
tions
should
be
reco
rded
and f
ed b
ack
to t
he
appro
priat
e per
son/d
epar
tmen
t
K12
Why
det
ails
of
any
extr
a ch
arges
should
be
avai
lable
to t
he
cust
om
er
K13
The
types
of
unex
pec
ted s
ituat
ions
and p
roble
ms
that
may
occ
ur
with c
ust
om
er d
epar
ture
s an
d
how
to d
eal w
ith t
hes
e co
rrec
tly
K14
Opport
unitie
s to
pro
mot
e th
e org
anis
atio
n w
hen
the
cust
om
er is
leav
ing
N029875 –
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April 2013 ©
Pea
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tion L
imited
2013
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Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
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duca
tion L
imited
2013
139
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
140
Element 2FOH4/10.1
Prepare and maintain customer accounts
What you must cover
C1 Account systems (at least one from)
a) computerised systems
b) manual systems
c) online systems
C2 Account adjustments (at least two from)
a) charges
b) allowances/discounts
c) refunds
d) deposits/pre-payments
e) transfers
N029875 –
Can
did
ate
Logbook
– S
VQ
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ront
of H
ouse
at
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F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
141
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Ente
r ch
arges
re
gula
rly
and
accu
rate
ly a
gai
nst
cu
stom
er a
ccounts
in
the
acco
unt
syst
em
2
Rec
ord
any
acco
unt
adju
stm
ents
ac
cura
tely
agai
nst
cu
stom
er a
ccounts
3
File
and s
tore
ac
count
docu
men
ts
corr
ectly
at a
ll tim
es
4
Com
ple
te
cust
om
er a
ccounts
for
the
cust
om
er
unau
thorise
d p
eople
5
Mak
e su
re
cust
om
er a
ccounts
ca
nnot
be
acce
ssed
by
unau
thorise
d p
eople
N029875 –
Can
did
ate
Logbook
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2 in F
ront
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ouse
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SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
142
Elem
ent:
2FO
H1/1
0.1
Pre
pare
and m
ainta
in c
ust
omer
acc
ounts
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Acc
ou
nt
syst
em
s
a Com
pute
rise
d
syst
ems
b
Man
ual
sys
tem
s
c O
nlin
e sy
stem
s
C2
Acc
ou
nt
ad
just
men
ts
a ch
arges
b
allo
wan
ces/
dis
counts
c re
funds
d
dep
osi
ts/
pre
-pay
men
ts
e tr
ansf
ers
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
143
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
144
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
145
Element 2FOH4/10.2
Deal with the departure of customers
What you must cover
C3 Customer accounts (at least one from)
a) those where part payment is required
b) those where full payment is required
c) those where the account does not require immediate settlement
C4 Account or booking system (at least one from)
a) computerised
b) manual
c) online systems
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
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ouse
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SCQ
F Le
vel 5 –
Issu
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April 2013 ©
Pea
rson E
duca
tion L
imited
2013
146
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
6
Prep
are
docu
men
ts a
nd o
ther
nec
essa
ry ite
ms
bef
ore
the
cust
om
er
dep
arts
7
Pres
ent
the
acco
unt
to t
he
cust
om
er f
or
confirm
atio
n
8
Chec
k cu
stom
er
acco
unt
det
ails
and
reques
t pay
men
t as
re
quired
9
Com
ple
te
docu
men
tation a
nd
dea
l w
ith it
usi
ng t
he
corr
ect
acco
unt
or
booki
ng s
yste
m
N029875 –
Can
did
ate
Logbook
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ront
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F Le
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Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
147
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
10 C
om
ple
te a
ll oth
er
pro
cedure
s fo
r cu
stom
er d
epar
ture
s
11 R
ecord
cust
om
er
com
men
ts,
com
pla
ints
an
d s
ugges
tions
and
feed
them
bac
k to
the
appro
priat
e per
son o
r dep
artm
ent
12 P
rom
ote
es
tablis
hm
ent
serv
ices
an
d f
acili
ties
as
appro
priat
e
N029875 –
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did
ate
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ront
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Pea
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duca
tion L
imited
2013
148
Elem
ent:
2FO
H4/1
0.2
D
eal w
ith t
he
dep
artu
re o
f cu
stom
ers
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Cu
sto
mer
acc
ou
nts
a th
ose
wher
e par
t pay
men
t is
re
quired
b
those
wher
e fu
ll pay
men
t is
re
quired
c th
ose
wher
e th
e ac
count
does
not
require
imm
edia
te
pay
men
t
C2
Acc
ou
nt
or
boo
kin
g
syst
em
a co
mpute
rise
d
b
man
ual
c onlin
e sy
stem
s
N029875 –
Can
did
ate
Logbook
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ront
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F Le
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Issu
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April 2013 ©
Pea
rson E
duca
tion L
imited
2013
149
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
150
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
151
Unit 8: Provide tourism information services to customers
Unit code: 2FOH11/10
Unit credit: 5
SCQF Unit level: 5
Introduction
Customers visiting your premises will often have a range of enquiries regarding what is available to see and do while they are there. This unit is about providing tourism information to your guests. To do this you must be able to identify what it is your customers want and to source and provide that information.
When you have completed this unit, you will have proved you can:
2FOH11/10.1 Work with customers on their tourism information needs
2FOH11/10.2 Seek tourism information and offer advice to customers.
What some of the words in this unit mean
Open questions
These are questions that often start with what, where, who, when and how and stimulate answers that give you information
Active listening skills
For example making and maintaining eye contact, nodding and smiling
Advice
Adapting the information you are giving to meet individual requirements
Charges
Examples include publications for which there is a charge; premium telephone lines to information providers; fees to booking agencies; non-commissionable flights, etc
Electronic sources
Examples are internet, intranet and computer-based files
Alternative ways to help your customer
Examples are making a telephone call to find more detailed and or specific information, arranging for further information to be forwarded direct to your customer, referring them to another organisation etc
Organisations
Examples are tourist information centres, visitor information centres, contact centres, tourism bureaux, visitor attractions, tour operators. It could also refer to your own business, if self-employed
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
152
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
For
Ele
men
t 2FO
H11/1
0.1
Work
with c
ust
om
ers
on t
hei
r to
urism
info
rmat
ion n
eeds
K1
Why
it is
import
ant
to b
e hel
pfu
l an
d p
olit
e
K2
When
and h
ow
to u
se o
pen
ques
tion t
echniq
ues
eff
ective
ly
K3
Why
usi
ng a
ctiv
e lis
tenin
g s
kills
is
hel
pfu
l to
your
cust
om
er
K4
Why
it is
esse
ntial
to c
onfirm
your
cust
om
ers’
nee
ds
K5
Why
it is
import
ant
to c
hec
k yo
ur
cust
om
er is
hap
py
with y
our
serv
ice
and h
ow
to
dea
l w
ith a
ny
dis
satisf
action
K6
Hav
e kn
owle
dge
of
wher
e in
form
atio
n a
nd s
ourc
es a
re a
vaila
ble
and h
ow
you
can
acc
ess
them
K7
What
tourism
info
rmat
ion y
our
org
anis
atio
n p
oss
esse
s an
d w
her
e th
is is
store
d
K8
Be
awar
e of
any
dis
counts
and/o
r ar
rangem
ents
you
r org
anis
atio
n m
ay h
ave
neg
otiat
ed w
ith t
ourism
org
anis
atio
ns
K9
What
info
rmat
ion is
avai
lable
without
char
ge
and w
hat
info
rmat
ion is
avai
lable
with a
char
ge
K10
How
to o
rgan
ise
your
cust
om
ers
in a
man
ner
that
ensu
res
all cu
stom
ers
will
be
dea
lt w
ith e
ffec
tive
ly
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
153
Kn
ow
led
ge
Typ
e o
f evid
en
ce
For
Ele
men
t 2FO
H11/1
0.2
See
k to
urism
info
rmat
ion a
nd o
ffer
advi
ce t
o c
ust
om
ers
K11
How
to a
cces
s an
d u
se a
ran
ge
of diffe
rent
info
rmat
ion s
ourc
es
K12
A r
ange
of oth
er e
xter
nal
org
anis
atio
ns
that
pro
vide
tourism
info
rmat
ion a
nd h
ow
to c
onta
ct t
hem
K13
Your
com
pan
y’s
pro
cedure
s w
ith r
egar
d t
o b
ooki
ng f
ees,
lia
bili
ties
and b
illin
g c
ust
om
ers
K14
How
to e
ffec
tive
ly s
truct
ure
advi
ce a
nd w
hat
lim
itat
ions
ther
e ar
e to
the
advi
ce y
ou p
rovi
de
K15
The
rele
vant
par
ts o
f th
e dis
abili
ty d
iscr
imin
atio
n leg
isla
tion a
nd its
im
plic
atio
ns
when
giv
ing a
dvi
ce a
nd
info
rmat
ion t
o c
ust
om
ers
K16
What
met
hods
are
avai
lable
for
pro
vidin
g w
ritt
en o
r printe
d info
rmat
ion t
o c
ust
om
ers
K17
Met
hods
for
polit
ely
concl
udin
g c
ust
om
er inte
ract
ions
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
154
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
155
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
156
Element 2FOH11/10.1
Work with customers on their tourism information needs
What you must cover
C1 Information sources (at least three from)
a) electronic sources
b) brochures
c) directories
d) timetables
e) maps
f) guidebooks
g) external organisations
h) leaflets
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
157
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Polit
ely
wel
com
e cu
stom
ers
2
Use
open
ques
tion
tech
niq
ues
to iden
tify
yo
ur
cust
omer
s’ n
eeds
3
Use
act
ive
liste
nin
g s
kills
when
id
entify
ing y
our
cust
om
ers’
nee
ds
4
Mak
e cl
ear
any
area
s yo
u a
re
unce
rtai
n o
f w
ith
your
cust
omer
if
appro
priat
e
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
158
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
5
Confirm
with y
our
cust
om
er t
he
info
rmat
ion t
hey
re
quire
6
If a
ppro
priat
e,
ensu
re t
hat
your
cust
om
er is
will
ing t
o
pay
for
any
exte
rnal
to
urism
info
rmat
ion
serv
ices
7
Focu
s on
your
cust
om
ers’
nee
ds
while
rec
ognis
ing
oth
er c
ust
omer
s th
at
may
be
wai
ting
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
159
Elem
ent:
2FO
H11/1
0.1
W
ork
wit
h c
ust
omer
s on
thei
r to
uri
sm info
rmat
ion n
eeds
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
in
form
ati
on
so
urc
es
a Ele
ctro
nic
sourc
es
b
bro
chure
s
c direc
tories
d
tim
etab
les
e m
aps
f guid
ebooks
g
exte
rnal
org
anis
atio
ns
h
leaf
lets
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
160
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
161
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
162
Elem
ent
2FO
H11/1
0.2
Seek t
ou
rism
in
form
ati
on
an
d o
ffer
ad
vic
e t
o c
ust
om
ers
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
8
Iden
tify
sou
rces
th
at p
rovi
de
the
info
rmat
ion r
equired
by
your
cust
omer
9
Ensu
re t
hat
the
info
rmat
ion y
ou
iden
tify
is
accu
rate
, cu
rren
t an
d r
elat
es t
o
your
cust
omer
s’ n
eeds
10 P
rovi
de
rele
vant
info
rmat
ion a
nd
advi
ce t
o y
our
cust
om
er b
ased
on
thei
r nee
ds
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
163
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
11 C
lear
ly e
xpla
in a
ny
rest
rict
ions
with
info
rmat
ion a
nd/o
r pro
duct
s an
d s
ervi
ces
when
appro
priat
e
12 W
her
e se
vera
l options
are
avai
lable
to
your
cust
om
er,
offer
info
rmat
ion a
nd
advi
ce o
n t
hat
whic
h
you t
hin
k bes
t m
eets
th
eir
nee
ds
13 C
onfirm
polit
ely
with y
our
cust
om
ers
that
they
under
stan
d
the
info
rmat
ion a
nd
advi
ce y
ou h
ave
giv
en
them
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imited
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Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
14 W
her
e ap
pro
priat
e, g
ive
the
cust
om
ers
writt
en
and/o
r printe
d
confirm
atio
n o
f th
e in
form
atio
n t
hey
hav
e so
ught
15 E
nsu
re t
hat
the
cust
om
er is
hap
py
with t
he
serv
ice
you
hav
e pro
vided
and
polit
ely
concl
ude
the
cust
om
er e
nquiry
N029875 –
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e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
165
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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did
ate
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vel 5 –
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Pea
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duca
tion L
imited
2013
166
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
167
Unit 9: Produce documents in a business environment
Unit code: 2FOH5/10
Unit credit: 4
SCQF Unit level: 5
Introduction
This unit is about producing high-quality, attractive documents to agreed specifications.
This unit is Unit BAA211 in the Council for Administration Business and Administration suite of standards.
N029875 –
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did
ate
Logbook
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2 in F
ront
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ouse
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Pea
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duca
tion L
imited
2013
168
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
The
purp
ose
and b
enef
its
of
pro
duci
ng h
igh-q
ual
ity
and a
ttra
ctiv
e doc
um
ents
K2
The
diffe
rent
types
of docu
men
ts t
hat
may
be
des
igned
and p
roduce
d a
nd d
ocu
men
t st
yles
that
co
uld
be
use
d
K3
The
diffe
rent
form
ats
in w
hic
h t
he
text
may
be
pre
sente
d
K4
The
purp
ose
and b
enef
its
of
agre
eing t
he
purp
ose
, co
nte
nt,
sty
le,
qual
ity
stan
dar
ds
and d
eadlin
e fo
r pro
duct
ion o
f th
e docu
men
t
K5
The
diffe
rent
types
of te
chnolo
gy
avai
lable
for
inputt
ing,
form
atting a
nd e
ditin
g t
ext
and t
hei
r m
ain f
eatu
res
K6
The
types
of
reso
urc
es n
eeded
to p
roduce
hig
h-q
ual
ity
and a
ttra
ctiv
e docu
men
ts
K7
How
to o
rgan
ise
conte
nt
nee
ded
for
the
docu
men
t
K8
How
to inte
gra
te a
nd lay
out
text
and n
on-t
ext
obje
cts
K9
How
to c
hec
k fo
r ac
cura
cy a
nd c
orr
ectn
ess −
incl
udin
g s
pel
ling,
gra
mm
ar a
nd p
unct
uat
ion –
an
d t
he
purp
ose
of
doin
g t
his
K10
The
purp
ose
of
storing t
he
docu
men
t sa
fely
and s
ecure
ly a
nd h
ow
to d
o s
o
K11
The
purp
ose
of
confiden
tial
ity
and d
ata
pro
tect
ion
K12
The
purp
ose
and b
enef
its
of
mee
ting d
eadlin
es
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Pea
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duca
tion L
imited
2013
169
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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ate
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ront
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ouse
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vel 5 –
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Pea
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duca
tion L
imited
2013
170
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
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did
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ront
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ouse
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vel 5 –
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Pea
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duca
tion L
imited
2013
171
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Confirm
the
purp
ose
, co
nte
nt,
st
yle
and d
eadlin
es
for
the
docu
men
t
2
Prep
are
the
required
res
ourc
es
3
Org
anis
e th
e re
quired
conte
nt
4
Use
ava
ilable
te
chnolo
gy
appro
priat
e to
the
docu
men
t bei
ng
pro
duce
d
5
Produce
the
docu
men
t in
the
agre
ed s
tyle
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Pea
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duca
tion L
imited
2013
172
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
6
Inte
gra
te n
on-t
ext
obje
cts
in t
he
agre
ed
layo
ut,
wher
e re
quired
7
Chec
k fo
r ac
cura
cy,
editin
g a
nd
corr
ecting t
ext
as
nec
essa
ry
8
Cla
rify
docu
men
t re
quirem
ents
, w
hen
nec
essa
ry
9
Sto
re t
he
docu
men
t sa
fely
and
secu
rely
in a
ppro
ved
loca
tions
N029875 –
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did
ate
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2 in F
ront
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ouse
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SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
173
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
174
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
175
Unit 10: Use office equipment
Unit code: 2FOH6/10
Unit credit: 3
SCQF Unit level: 4
Introduction
This unit is about how to use a range of office equipment (such as photocopiers, faxes, binders, laminators, printers or PCs), applying the necessary standards of health and safety and operating practice.
This unit is Unit BAA231 in the Council for Administration Business and Administration suite of standards.
N029875 –
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did
ate
Logbook
– S
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2 in F
ront
of H
ouse
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SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
176
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
The
diffe
rent
types
of offic
e eq
uip
men
t, t
hei
r fe
ature
s an
d w
hat
they
can
be
use
d for
K2
How
to c
hoo
se e
quip
men
t an
d r
esourc
es t
hat
are
appro
priat
e fo
r th
e ta
sk
K3
The
reas
ons
for
follo
win
g m
anufa
cture
rs’ an
d o
rgan
isat
ional
inst
ruct
ions
when
oper
atin
g
equip
men
t
K4
How
to u
se d
iffe
rent
types
of
offic
e eq
uip
men
t sa
fely
K5
The
reas
ons
for
keep
ing w
aste
to a
min
imum
and h
ow
to d
o s
o
K6
The
reas
ons
for
keep
ing e
quip
men
t cl
ean a
nd h
ygie
nic
K7
The
reas
ons
for
follo
win
g m
anufa
cture
rs’ in
stru
ctio
ns
and o
rgan
isat
ional
pro
cedure
s w
hen
dea
ling w
ith e
quip
men
t fa
ults
K8
The
types
of
equip
men
t an
d r
esou
rce
faults
you a
re lik
ely
to e
xper
ience
and t
he
corr
ect
way
of
dea
ling w
ith t
hes
e
K9
The
purp
ose
of
mee
ting w
ork
stan
dar
ds
and d
eadlin
es
K10
The
purp
ose
of le
avin
g e
quip
men
t, r
esourc
es a
nd w
ork
are
a re
ady
for
the
nex
t use
r to
agre
ed
requirem
ents
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ront
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vel 5 –
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e 2 –
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Pea
rson E
duca
tion L
imited
2013
177
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
178
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
179
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Loca
te a
nd s
elec
t th
e eq
uip
men
t an
d
reso
urc
es n
eeded
for
the
task
2
Follo
w
man
ufa
cture
r’s
and
org
anis
atio
nal
oper
atin
g inst
ruct
ions
and h
ealth a
nd s
afet
y re
quirem
ents
for
diffe
rent
equip
men
t
3
Was
te a
s fe
w
reso
urc
es a
s poss
ible
4
Kee
p t
he
equip
men
t cl
ean a
nd
hyg
ienic
N029875 –
Can
did
ate
Logbook
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VQ
2 in F
ront
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ouse
at
SCQ
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vel 5 –
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e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
180
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
5
Dea
l w
ith
equip
men
t an
d
reso
urc
e pro
ble
ms
acco
rdin
g t
o
man
ufa
cture
r’s
and
org
anis
atio
nal
pro
cedure
s
6
Rep
ort
pro
ble
ms
you c
annot
dea
l w
ith
per
sonal
ly t
o t
he
appro
priat
e co
lleag
ue
7
Mak
e su
re t
he
final
w
ork
pro
duct
mee
ts
the
agre
ed
requirem
ents
8
Produce
the
work
pro
duct
within
agre
ed
tim
esca
les
9
Mak
e su
re t
he
equip
men
t, r
esourc
es
and w
ork
are
a ar
e re
ady
for
the
nex
t use
r
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
181
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
182
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
183
Unit 11: Prepare to communicate in a business environment
Unit code: 2FOH7/10
Unit credit: 3
SCQF Unit level: 5
Introduction
This unit is about preparing how to communicate both verbally and in writing within a business environment.
This unit is Unit BAA614 in the Council for Administration Business and Administration suite of standards.
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
184
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
Plan
com
munic
atio
n
K1
The
reas
ons
for
iden
tify
ing t
he
purp
ose
of
com
munic
atio
n a
nd t
he
audie
nce
K2
Met
hods
of co
mm
unic
atio
n a
nd s
ituat
ions
in w
hic
h t
o u
se t
hem
Com
munic
ate
in w
riting
K3
Rel
evan
t so
urc
es o
f in
form
atio
n
K4
How
to u
se lan
guag
e ap
pro
priat
e to
the
audie
nce
, th
e ch
ose
n c
om
munic
atio
n m
ethod a
nd t
he
purp
ose
of
the
com
munic
atio
n
K5
How
to o
rgan
ise,
str
uct
ure
and p
rese
nt
info
rmat
ion f
or
the
audie
nce
K6
How
to c
hec
k th
e ac
cura
cy o
f in
form
atio
n
K7
How
to u
se g
ram
mar
, punct
uat
ion a
nd s
pel
ling a
ccura
tely
K8
The
princi
ple
s of
Plai
n E
nglis
h
K9
The
reas
ons
for
pro
ofr
eadin
g o
r ch
ecki
ng w
ork
K10
How
to r
ecog
nis
e w
hen
work
is
urg
ent
or
import
ant
K11
The
org
anis
atio
nal
pro
cedure
s fo
r filin
g c
om
munic
atio
ns
Com
munic
ate
verb
ally
K12
How
to p
rese
nt
info
rmat
ion a
nd idea
s cl
early
K13
Way
s of co
ntr
ibuting t
o d
iscu
ssio
ns
that
will
hel
p t
o m
ove
them
forw
ard
K14
Met
hods
of ac
tive
lis
tenin
g
K15
The
reas
ons
for
sum
mar
isin
g c
om
munic
atio
n
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
185
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
Aft
er c
om
munic
atio
n
K16
How
to s
eek
feed
bac
k on w
het
her
the
com
munic
atio
n a
chie
ved its
purp
ose
K17
The
valu
e of
ref
lect
ing o
n t
he
outc
om
es o
f co
mm
unic
atio
n a
nd o
f id
entify
ing w
ays
to furt
her
dev
elop c
om
munic
atio
n s
kills
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
186
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
187
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
188
Pla
n c
omm
unic
atio
n 2FO
H7/1
0.1
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Iden
tify
the
purp
ose
of
the
com
munic
atio
n a
nd
the
audie
nce
2
Dec
ide
whic
h
met
hod o
f co
mm
unic
atio
n t
o u
se
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
189
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
190
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
191
Com
munic
ate
in w
riti
ng
2FO
H7/1
0.2
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
3
Find a
nd s
elec
t in
form
atio
n t
hat
su
pport
s th
e purp
ose
of
the
com
munic
atio
n
4
Org
anis
e,
stru
cture
and p
rese
nt
info
rmat
ion t
o s
uit t
he
audie
nce
’s n
eeds
and
what
you
wan
t to
say
5
Confirm
and r
ead
writt
en m
ater
ial th
at
conta
ins
info
rmat
ion
that
is
nee
ded
6
Ext
ract
the
mai
n
poin
ts n
eeded
fro
m
writt
en m
ater
ial
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imited
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Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
7
Use
acc
ura
te
gra
mm
ar,
punct
uat
ion
and s
pel
ling
8
Proofr
ead o
r ch
eck
work
and m
ake
any
nec
essa
ry
amen
dm
ents
9
Produce
the
com
munic
atio
n t
o
mee
t dea
dlin
es
reco
gnis
ing t
he
diffe
rence
bet
wee
n
what
is
import
ant
and
what
is
urg
ent
10 K
eep a
file
copy
of
all co
mm
unic
atio
n
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
193
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
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2 in F
ront
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ouse
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SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
194
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
195
Com
munic
ate
verb
ally
2FO
H7/1
0.3
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
11 P
rese
nt
info
rmat
ion a
nd idea
s cl
early
to o
ther
s
12 M
ake
contr
ibutions
to d
iscu
ssio
ns
that
hel
p t
o m
ove
the
dis
cuss
ion f
orw
ard
13 L
iste
n a
ctiv
ely
to
info
rmat
ion t
hat
oth
er p
eople
are
co
mm
unic
atin
g a
nd
resp
ond a
ppro
priat
ely
N029875 –
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ate
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vel 5 –
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Pea
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duca
tion L
imited
2013
196
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
14 A
sk r
elev
ant
ques
tions
to c
larify
an
ythin
g n
ot
under
stood
15 S
um
mar
ise
the
com
munic
atio
n w
ith
the
per
son/p
eople
bei
ng c
om
munic
ated
w
ith t
o m
ake
sure
the
mea
nin
g h
as b
een
under
stood
N029875 –
Can
did
ate
Logbook
– S
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2 in F
ront
of H
ouse
at
SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
197
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
198
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
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e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
199
Aft
er c
omm
unic
atio
n 2FO
H7/1
0.4
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
16 S
eek
feed
bac
k
on w
het
her
the
com
munic
atio
n
achie
ved its
purp
ose
17 R
efle
ct o
n
the
outc
om
es o
f co
mm
unic
atio
n
and iden
tify
way
s
to d
evel
op
com
munic
atio
n
skill
s fu
rther
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
200
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
201
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
202
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
203
Unit 12: Handle mail and book external services
Unit code: 2FOH8/10
Unit credit: 3
SCQF Unit level: 5
Introduction
This unit is about collecting, sorting and distributing mail and booking external services such as transport.
When you have completed this unit, you will have proved you can:
2FOH8/10.1 Handle mail and messages
2FOH8/10.2 Book external services
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ront
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vel 5 –
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e 2 –
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Pea
rson E
duca
tion L
imited
2013
204
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
Why
it is
import
ant
to d
eal w
ith e
very
one
you c
om
munic
ate
with p
olit
ely
and h
elpfu
lly
For
Ele
men
t 2FO
H8/1
0.1
Han
dle
mai
l an
d m
essa
ges
K2
Legal
req
uirem
ents
for
han
dlin
g m
ail an
d m
essa
ges
K3
Saf
e an
d h
ygie
nic
work
ing p
ract
ices
when
han
dlin
g m
ail, m
essa
ges
and w
ritt
en c
omm
unic
atio
ns
K4
Your
org
anis
atio
n’s
pro
cedure
s fo
r han
dlin
g a
nd d
istr
ibuting m
ail an
d w
hy
thes
e ar
e im
port
ant
K5
Why
susp
icio
us
item
s sh
ould
be
report
ed im
med
iate
ly
K6
Why
writt
en c
om
munic
atio
ns
shou
ld b
e se
cure
d a
gai
nst
unau
thorise
d a
cces
s
K7
What
the
pro
cedure
s ar
e fo
r re
cord
ed d
eliv
ery
and r
egis
tere
d m
ail
K8
The
type
of unex
pec
ted s
ituat
ions
and p
roble
ms
that
may
occ
ur
and h
ow
to d
eal w
ith t
hes
e
For
Ele
men
t 2FO
H8/1
0.2
Book
exte
rnal
ser
vice
s
K9
The
types
of
serv
ices
you m
ay b
e as
ked t
o boo
k an
d t
he
pro
cedure
s yo
u s
hould
follo
w
K10
Why
it is
import
ant
to g
ive
accu
rate
ver
bal
and w
ritt
en info
rmat
ion t
o c
ust
om
ers
K11
Why
confirm
atio
n a
nd d
eposi
ts a
re r
equired
fro
m c
ust
om
ers
K12
The
type
of unex
pec
ted s
ituat
ions
and p
roble
ms
that
may
occ
ur
and h
ow
to d
eal w
ith t
hes
e
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
205
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
206
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
207
Element 2FOH8/10.1
Handle mail and messages
What you must cover
C1 Mail (at least one from)
a) letters
b) parcels
c) registered or courier delivered post
d) electronic
C2 Messages (at least two from)
a) faxes
b) emails
c) typed/handwritten memos
N029875 –
Can
did
ate
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ront
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ouse
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SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
208
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Colle
ct m
ail an
d
mes
sages
2
Sort
and d
istr
ibute
m
ail an
d m
essa
ges
to
the
corr
ect
per
son o
r pla
ce
3
Dea
l w
ith m
ail an
d
mes
sages
whic
h h
ave
not
bee
n c
olle
cted
and
dis
trib
ute
d in lin
e w
ith
work
pla
ce p
roce
dure
s
4
Mak
e su
re t
hat
m
ail an
d m
essa
ges
ar
e ke
pt
secu
re
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
209
Elem
ent:
2FO
H8/1
0.1
H
andle
mai
l an
d m
essa
ges
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
a le
tter
s
b
par
cels
c re
gis
tere
d o
r co
urier
del
iver
ed
post
d
elec
tronic
C2
Mess
ag
es
a fa
xes
b
emai
ls
c ty
pes
/han
dw
ritt
en
mem
os
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
210
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
211
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
212
Element 2FOH8/10.2
Book external services
What you must cover
C3 Services (at least two from)
a) transport
b) deliveries
c) entertainment
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
213
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
5
Iden
tify
cust
om
er
nee
ds
and
requirem
ents
6
Iden
tify
org
anis
atio
ns
corr
ectly
and c
onta
ct t
hem
as
reques
ted
7
Book
serv
ices
w
hic
h m
eet
cust
om
er
nee
ds
8
Provi
de
cust
om
ers
with a
ccura
te d
etai
ls
of
the
booki
ng a
nd o
f an
y al
tern
ativ
es
offer
ed
9
Follo
w y
our
org
anis
atio
n’s
pro
cedure
s fo
r booki
ng s
ervi
ces
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
214
Elem
ent:
2FO
H8/1
0.2
Boo
k ex
tern
al s
ervi
ces
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C3
Serv
ices
a tr
ansp
ort
b
del
iver
ies
c en
tert
ainm
ent
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
215
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
216
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
217
Unit 13: Provide reception services
Unit code: 2FOH9/10
Unit credit: 3
SCQF Unit level: 5
Introduction
This unit is about maintaining a reception service that enhances the vision and brand of the organisation.
This unit is Unit BAC312 in the Council for Administration Business and Administration suite of standards.
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
218
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
The
purp
ose
and v
alue
of
the
rece
ptionis
t fu
nct
ion a
s th
e firs
t poin
t of
conta
ct b
etw
een t
he
public
/clie
nt
and t
he
org
anis
atio
n
K2
How
to p
rese
nt
a posi
tive
im
age
of
self a
nd t
he
org
anis
atio
n
K3
The
org
anis
atio
n’s
str
uct
ure
and lin
es o
f co
mm
unic
atio
n
K4
The
purp
ose
of co
nfiden
tial
ity
guid
elin
es
K5
How
to im
ple
men
t co
nfiden
tial
ity
guid
elin
es
K6
The
purp
ose
of
entr
y an
d s
ecurity
pro
cedure
s
K7
How
to im
ple
men
t en
try
and s
ecurity
pro
cedure
s
K8
The
purp
ose
of
hea
lth a
nd s
afet
y pro
cedure
s
K9
How
to im
ple
men
t hea
lth a
nd s
afet
y pro
cedure
s
K10
How
to c
ontr
ibute
idea
s fo
r im
pro
ving t
he
rece
ption a
rea
in t
erm
s of ac
cess
ibili
ty,
funct
ional
ity
and e
nvi
ronm
ent,
sec
urity
and s
afet
y an
d fac
ilities
for
visi
tors
K11
The
org
anis
atio
nal
em
ergen
cy p
roce
dure
s an
d y
our
role
within
them
K12
Why
additio
nal
duties
are
car
ried
out
during q
uie
t per
iods,
if
they
arise
N029875 –
Can
did
ate
Logbook
– S
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2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
219
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
220
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
221
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Pres
ent
a posi
tive
im
age
of
self a
nd t
he
org
anis
atio
n
2
Pro
vide
indiv
idual
s w
ith r
eques
ted
info
rmat
ion a
nd o
ther
in
form
atio
n w
hic
h
may
be
use
ful to
th
em,
within
guid
elin
es o
n
confiden
tial
ity
3
Imple
men
t th
e co
rrec
t en
try
and
secu
rity
pro
cedure
s
4
Follo
w t
he
rele
vant
hea
lth a
nd s
afet
y pro
cedure
s
5
Ref
er a
ny
issu
es
that
can
not
be
dea
lt
with p
erso
nal
ly t
o t
he
appro
priat
e per
son
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did
ate
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ront
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ouse
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vel 5 –
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e 2 –
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Pea
rson E
duca
tion L
imited
2013
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Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
6
Mai
nta
in t
he
rece
ption a
rea
to g
ive
a posi
tive
im
pre
ssio
n
of
the
org
anis
atio
n
7
Sugges
t id
eas
for
impro
ving t
he
rece
ption a
rea
8
Follo
w
org
anis
atio
nal
pro
cedure
s in
the
even
t of
an a
ccid
ent
or
emer
gen
cy
9
Car
ry o
ut
additio
nal
duties
during q
uie
t per
iods,
if t
hey
arise
N029875 –
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did
ate
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VQ
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ront
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ouse
at
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vel 5 –
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April 2013 ©
Pea
rson E
duca
tion L
imited
2013
223
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
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did
ate
Logbook
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ront
of H
ouse
at
SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
224
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
225
Unit 14: Store and retrieve information
Unit code: 2FOH10/10
Unit credit: 3
SCQF Unit level: 5
Introduction
This unit is about processing, storing, and retrieving information using different information systems, in line with organisational requirements.
This unit is Unit BAD332 in the Council for Administration Business and Administration suite of standards.
N029875 –
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ouse
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e 2 –
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Pea
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duca
tion L
imited
2013
226
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
The
purp
ose
of
storing a
nd r
etriev
ing r
equired
info
rmat
ion
K2
The
diffe
rent
info
rmat
ion s
yste
ms
and t
hei
r m
ain f
eatu
res
K3
Legal
and o
rgan
isat
ional
req
uirem
ents
cove
ring t
he
secu
rity
and c
onfiden
tial
ity
of
info
rmat
ion
K4
The
purp
ose
of
confirm
ing info
rmat
ion t
o b
e co
llect
ed,
stor
ed a
nd r
etriev
ed
K5
The
met
hods
that
can
be
use
d t
o co
llect
req
uired
info
rmat
ion
K6
The
pro
cedure
s to
be
follo
wed
to a
cces
s in
form
atio
n s
yste
ms
K7
The
types
of
info
rmat
ion t
o be
del
eted
K8
The
pro
cedure
s fo
r id
entify
ing a
nd d
elet
ing info
rmat
ion a
nd w
hy
they
must
be
follo
wed
K9
How
to m
ake
sure
info
rmat
ion is
accu
rate
K10
The
pro
ble
ms
that
occ
ur
with info
rmat
ion s
yste
ms
and w
ho t
o r
eport
them
to
K11
The
purp
ose
of
pro
vidin
g info
rmat
ion in t
he
required
form
at a
nd w
ithin
agre
ed t
imes
cale
s
N029875 –
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ate
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ront
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Pea
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duca
tion L
imited
2013
227
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
228
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
229
Pro
cess
info
rmat
ion 2FO
H10/1
0.1
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Iden
tify
and c
olle
ct
required
info
rmat
ion
2
Follo
w a
gre
ed
pro
cedure
s an
d
legis
lation t
o m
ainta
in
secu
rity
and
confiden
tial
ity
3
Sto
re r
equired
in
form
atio
n in
appro
ved loca
tions
to
the
agre
ed d
eadlin
es
4
Updat
e in
form
atio
n,
as
required
5
Follo
w a
gre
ed
pro
cedure
s fo
r del
etin
g info
rmat
ion
N029875 –
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did
ate
Logbook
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ront
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ouse
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SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
230
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
231
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
232
Ret
riev
e in
form
atio
n 2FO
H10/1
0.2
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
6
Confirm
in
form
atio
n f
or
retr
ieva
l
7
Com
ply
with
pro
cedure
s an
d
legis
lation for
acce
ssin
g a
n
info
rmat
ion s
yste
m
8
Loca
te a
nd
retr
ieve
the
required
in
form
atio
n
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
233
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
9
Follo
w t
he
corr
ect
pro
cedure
s w
hen
th
ere
are
pro
ble
ms
with info
rmat
ion
syst
ems
10 P
rovi
de
info
rmat
ion in t
he
agre
ed f
orm
at a
nd
within
agre
ed
tim
esca
les
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
234
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
235
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
236
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
237
Unit 15: Resolve customer service problems
Unit code: 2GEN5/10
Unit credit: 6
SCQF Unit level: 5
Introduction
This unit is about the effective handling of customer service problems. Remember that customers include everyone you provide a service to. They may be external to your organisation or they may be internal customers.
It is sometimes difficult to meet customer expectations. Even if the service you give is excellent, some customers experience problems. Part of your job is to help to resolve those problems. There is likely to be a problem if customer expectations are not met.
This may be because your customer’s expectations involve more than you can offer or because your service procedures have not been followed. Some problems are reported by customers and sometimes you spot the problem first and resolve it before your customer has even noticed. As soon as you are aware of a problem, you need to consider the options and then choose a way to put it right. This unit is particularly important in customer service because many customers judge how good the customer service of your organisation is by the way problems are handled.
This unit is Unit C3 from the Institute of Customer Service suite of standards.
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
238
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
Org
anis
atio
nal
pro
cedure
s an
d s
yste
ms
for
dea
ling w
ith c
ust
om
er s
ervi
ce p
roble
ms
K2
How
to d
efuse
pote
ntial
ly s
tres
sful si
tuat
ions
K3
How
to n
egotiat
e
K4
The
limitat
ions
of w
hat
you c
an o
ffer
your
cust
om
er
K5
Typ
es o
f ac
tion t
hat
may
mak
e a
cust
om
er p
roble
m w
ors
e an
d s
hould
be
avoid
ed
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
239
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
240
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
241
Spot customer service problems 2GEN5/10.1
What you must cover
C1 Resolving problems (All from)
(a) a problem first identified by customers
(b) a problem identified within the organisation before it has affected your customer
(c) a problem caused by differences between your customer’s expectations and what you organisation can offer
(d) a problem caused by a system or procedure failure
(e) a problem caused by a lack of resources or human error
C2 Resolving problems (All from)
(a) supplied relevant information when customer have requested it
(b) supplied relevant information when customers have not requested it
(c) have used agreed organisational procedures when solving problems
(d) have made exceptions to usual practice with the agreement of others
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
242
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
List
en c
aref
ully
to
your
cust
omer
s ab
out
any
pro
ble
m t
hey
hav
e ra
ised
2
Ask
you
r cu
stom
ers
about
the
pro
ble
m t
o c
hec
k yo
ur
under
stan
din
g
3
Rec
ognis
e re
pea
ted p
roble
ms
and a
lert
the
appro
priat
e au
thority
4
Shar
e cu
stom
er
feed
bac
k w
ith o
ther
s to
iden
tify
pote
ntial
pro
ble
ms
bef
ore
they
hap
pen
5
Iden
tify
pro
ble
ms
with s
yste
ms
and
pro
cedure
s bef
ore
th
ey b
egin
to a
ffec
t yo
ur
cust
omer
s
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
243
Elem
ent:
2G
EN5/1
0.1
Sp
ot c
ust
omer
ser
vice
pro
ble
ms
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Reso
lvin
g
pro
ble
ms
a a
pro
ble
m f
irst
id
entified
by
cust
om
ers
b
a pro
ble
m
iden
tified
within
th
e org
anis
atio
n
bef
ore
it
has
af
fect
ed y
our
cust
om
er
c a
pro
ble
m c
ause
d
by
diffe
rence
s bet
wee
n y
our
cust
om
er’s
ex
pec
tations
and
what
you
r org
anis
atio
n c
an
offer
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
244
Elem
ent:
2G
EN5/1
0.1
Sp
ot c
ust
omer
ser
vice
pro
ble
ms
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
d
a pro
ble
m c
ause
d
by
a sy
stem
or
pro
cedure
fai
lure
e a
pro
ble
m c
ause
d
by
a la
ck o
f re
sourc
es o
r hum
an e
rror
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
245
Elem
ent:
2G
EN5/1
0.1
Sp
ot c
ust
omer
ser
vice
pro
ble
ms
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C2
Reso
lvin
g
pro
ble
ms
a su
pplie
d r
elev
ant
info
rmat
ion w
hen
cu
stom
er h
ave
reques
ted it
b
supplie
d r
elev
ant
info
rmat
ion w
hen
cu
stom
ers
hav
e not
reques
ted it
c hav
e use
d a
gre
ed
org
anis
atio
nal
pro
cedure
s w
hen
so
lvin
g p
roble
ms
d
hav
e m
ade
exce
ptions
to u
sual
pra
ctic
e w
ith t
he
agre
emen
t of
oth
ers
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
246
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
247
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
248
Pick the best solution to resolve customer service problems 2GEN5/10.2
What you must cover
C1 Resolving problems (All from)
(f) a problem first identified by customers
(g) a problem identified within the organisation before it has affected your customer
(h) a problem caused by differences between your customer’s expectations and what you organisation can offer
(i) a problem caused by a system or procedure failure
(j) a problem caused by a lack of resources or human error
C2 Resolving problems (All from)
(e) supplied relevant information when customer have requested it
(f) supplied relevant information when customers have not requested it
(g) have used agreed organisational procedures when solving problems
(h) have made exceptions to usual practice with the agreement of others
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
249
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
6
Iden
tify
the
options
for
reso
lvin
g
a cu
stom
er s
ervi
ce
pro
ble
m
7
Work
with o
ther
s to
iden
tify
and c
onfirm
th
e options
to r
esolv
e a
cust
om
er s
ervi
ce
pro
ble
m
8
Work
out
the
adva
nta
ges
and
dis
adva
nta
ges
of
ea
ch o
ption f
or
your
cust
om
er a
nd y
our
org
anis
atio
n
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
250
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
9
Pick
the
bes
t option f
or
your
cust
om
er a
nd y
our
org
anis
atio
n
10 I
den
tify
for
your
cust
om
er o
ther
way
s th
at p
roble
ms
may
be
reso
lved
if
you a
re
unab
le t
o h
elp
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
251
Elem
ent:
2G
EN5/1
0.2
Pic
k th
e bes
t so
luti
on t
o re
solv
e cu
stom
er s
ervi
ce p
roble
ms
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Reso
lvin
g
pro
ble
ms
a a
pro
ble
m f
irst
id
entified
by
cust
om
ers
b
a pro
ble
m
iden
tified
within
th
e org
anis
atio
n
bef
ore
it
has
af
fect
ed y
our
cust
om
er
c a
pro
ble
m c
ause
d
by
diffe
rence
s bet
wee
n y
our
cust
om
er’s
ex
pec
tations
and
what
you
r org
anis
atio
n c
an
offer
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
252
Elem
ent:
2G
EN5/1
0.2
Pic
k th
e bes
t so
luti
on t
o re
solv
e cu
stom
er s
ervi
ce p
roble
ms
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
d
a pro
ble
m c
ause
d
by
a sy
stem
or
pro
cedure
fai
lure
e a
pro
ble
m c
ause
d
by
a la
ck o
f re
sourc
es o
r hum
an e
rror
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ouse
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duca
tion L
imited
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Elem
ent:
2G
EN5/1
0.2
Pic
k th
e bes
t so
luti
on t
o re
solv
e cu
stom
er s
ervi
ce p
roble
ms
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C2
Reso
lvin
g
pro
ble
ms
a su
pplie
d r
elev
ant
info
rmat
ion w
hen
cu
stom
er h
ave
reques
ted it
b
supplie
d r
elev
ant
info
rmat
ion w
hen
cu
stom
ers
hav
e not
reques
ted it
c hav
e use
d a
gre
ed
org
anis
atio
nal
pro
cedure
s w
hen
so
lvin
g p
roble
ms
d
hav
e m
ade
exce
ptions
to u
sual
pra
ctic
e w
ith t
he
agre
emen
t of
oth
ers
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did
ate
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tion L
imited
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Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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imited
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I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
256
Take action to resolve customer service problems 2GEN5/10.3
What you must cover
C1 Resolving problems (All from)
(k) a problem first identified by customers
(l) a problem identified within the organisation before it has affected your customer
(m) a problem caused by differences between your customer’s expectations and what you organisation can offer
(n) a problem caused by a system or procedure failure
(o) a problem caused by a lack of resources or human error
C2 Resolving problems (All from)
(i) supplied relevant information when customer have requested it
(j) supplied relevant information when customers have not requested it
(k) have used agreed organisational procedures when solving problems
(l) have made exceptions to usual practice with the agreement of others
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What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
11 D
iscu
ss a
nd a
gre
e th
e options
for
solv
ing
the
pro
ble
m w
ith y
our
cust
om
er
12 T
ake
action t
o
imple
men
t th
e option
agre
ed w
ith y
our
cust
om
er
13 W
ork
with o
ther
s an
d y
our
cust
om
er t
o
mak
e su
re t
hat
any
pro
mis
es r
elat
ed t
o
solv
ing t
he
pro
ble
m
are
kept
14 K
eep y
our
cust
om
er f
ully
in
form
ed a
bout
what
is
hap
pen
ing t
o
reso
lve
the
pro
ble
m
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Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
15 C
hec
k w
ith y
our
cust
om
er t
o m
ake
sure
the
pro
ble
m h
as
bee
n r
esolv
ed t
o t
hei
r sa
tisf
action
16 G
ive
clea
r re
asons
to y
our
cust
om
er
when
the
pro
ble
m h
as
not
bee
n r
esolv
ed t
o
thei
r sa
tisf
action
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imited
2013
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Elem
ent:
2G
EN5/1
0.3
T
ake
acti
on t
o re
solv
e cu
stom
er s
ervi
ce p
roble
ms
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Reso
lvin
g
pro
ble
ms
a a
pro
ble
m f
irst
id
entified
by
cust
om
ers
b
a pro
ble
m
iden
tified
within
th
e org
anis
atio
n
bef
ore
it
has
af
fect
ed y
our
cust
om
er
c a
pro
ble
m c
ause
d
by
diffe
rence
s bet
wee
n y
our
cust
om
er’s
ex
pec
tations
and
what
you
r org
anis
atio
n c
an
offer
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duca
tion L
imited
2013
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Elem
ent:
2G
EN5/1
0.3
T
ake
acti
on t
o re
solv
e cu
stom
er s
ervi
ce p
roble
ms
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
d
a pro
ble
m c
ause
d
by
a sy
stem
or
pro
cedure
fai
lure
e a
pro
ble
m c
ause
d
by
a la
ck o
f re
sourc
es o
r hum
an e
rror
N029875 –
Can
did
ate
Logbook
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ront
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ouse
at
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vel 5 –
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e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
261
Elem
ent:
2G
EN5/1
0.3
T
ake
acti
on t
o re
solv
e cu
stom
er s
ervi
ce p
roble
ms
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C2
Reso
lvin
g
pro
ble
ms
a su
pplie
d r
elev
ant
info
rmat
ion w
hen
cu
stom
er h
ave
reques
ted it
b
supplie
d r
elev
ant
info
rmat
ion w
hen
cu
stom
ers
hav
e not
reques
ted it
c hav
e use
d
agre
ed
org
anis
atio
nal
pro
cedure
s w
hen
so
lvin
g p
roble
ms
d
hav
e m
ade
exce
ptions
to u
sual
pra
ctic
e w
ith t
he
agre
emen
t of
oth
ers
N029875 –
Can
did
ate
Logbook
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VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
262
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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ate
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ouse
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vel 5 –
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duca
tion L
imited
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I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
264
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
265
Unit 16: Promote additional services or products to customers
Unit code: 2GEN6/10
Unit credit: 6
SCQF Unit level: 5
Introduction
Services or products are continually changing in organisations to keep up with customers’ expectations. By offering new or improved services or products your organisation can increase customer satisfaction. Many organisations must promote these to be able to survive in a competitive world. This unit is about your need to keep pace with new developments and to encourage your customers to take an interest in them. Customers expect more and more services or products to be offered to meet their own growing expectations; from offering dinner reservations at check-in to providing a coffee and liqueurs service at the end of a meal. They need to be made aware of what is available from your organisation.
This unit is Unit A5 from the Institute of Customer Service suite of standards.
N029875 –
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Pea
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duca
tion L
imited
2013
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What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
Your
org
anis
atio
n’s
pro
cedure
s an
d s
yste
ms
for
enco
ura
gin
g t
he
use
of ad
ditio
nal
ser
vice
s
or
pro
duct
s
K2
How
additio
nal
ser
vice
s or
pro
duct
s w
ill b
enef
it y
our
cust
om
ers
K3
How
your
cust
om
er’s
use
of
additio
nal
ser
vice
s or
pro
duct
s w
ill b
enef
it y
our
org
anis
atio
n
K4
The
mai
n f
acto
rs t
hat
influen
ce c
ust
om
ers
to u
se y
our
serv
ices
or
pro
duct
s
K5
How
to intr
oduce
additio
nal
ser
vice
s or
pro
duct
s to
cust
om
ers,
outlin
ing t
hei
r ben
efits,
ove
rcom
ing r
eser
vations
and a
gre
eing t
o p
rovi
de
the
additio
nal
ser
vice
s or
pro
duct
s
K6
How
to g
ive
appro
priat
e, b
alan
ced info
rmat
ion t
o c
ust
om
ers
about
serv
ices
or
pro
duct
s
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Can
did
ate
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vel 5 –
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e 2 –
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Pea
rson E
duca
tion L
imited
2013
267
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
268
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
269
Identify additional services or products that are available 2GEN6/10.1
What you must cover
C1 Additional services or products (at least All from)
(a) uses of services or products that are new to your customer
(b) additional use of services or products that your customer has used before
C2 Identifying customer needs (at least All from)
(a) identify what your customer wants by seeking information directly
(b) identify what your customer wants from spontaneous customer comments
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
270
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Updat
e an
d
dev
elop y
our
know
ledge
of
your
org
anis
atio
n’s
ser
vice
s or
pro
duct
s
2
Chec
k w
ith o
ther
s w
hen
you
are
unsu
re
about
new
ser
vice
or
pro
duct
det
ails
3
Iden
tify
ap
pro
priat
e se
rvic
es
or
pro
duct
s th
at m
ay
inte
rest
your
cust
om
er
4
Spot
opport
unitie
s fo
r offer
ing y
our
cust
om
er a
dditio
nal
se
rvic
es o
r pro
duct
s th
at w
ill im
pro
ve t
hei
r cu
stom
er e
xper
ience
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
271
Elem
ent:
2G
EN6/1
0.1
Id
enti
fy a
ddi
tion
al s
erv
ices
or
pro
duct
s th
at a
re a
vailab
le
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Ad
dit
ion
al se
rvic
es
or
pro
du
cts
a use
s of
serv
ices
or
pro
duct
s th
at a
re
new
to y
our
cust
om
er
b
additio
nal
use
of
serv
ices
or
pro
duct
s th
at y
our
cust
om
er h
as u
sed
bef
ore
C2
Id
en
tify
ing
cu
sto
mer
need
s
a id
entify
what
your
cust
om
er w
ants
by
seek
ing
info
rmat
ion d
irec
tly
b
iden
tify
what
your
cust
om
er w
ants
fr
om
sponta
neo
us
cust
om
er
com
men
ts
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
272
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
273
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
274
Inform customers about additional services or products 2GEN6/10.2
What you must you must cover
C1 Additional services or products (at least All from)
(a) uses of services or products that are new to your customer
(b) additional use of services or products that your customer has used before
C2 Identifying customer needs (at least All from)
(a) identify what your customer wants by seeking information directly
(b) identify what your customer wants from spontaneous customer comments
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
275
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
5
Choose
the
bes
t tim
e to
info
rm y
our
cust
om
er a
bout
additio
nal
ser
vice
s or
pro
duct
s
6
Choose
the
bes
t m
ethod o
f co
mm
unic
atio
n t
o
intr
oduce
your
cust
om
er t
o ad
ditio
nal
se
rvic
es o
r pro
duct
s
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
276
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
7
Giv
e yo
ur
cust
om
er a
ccura
te
and s
uffic
ient
info
rmat
ion t
o e
nab
le
them
to m
ake
a dec
isio
n a
bout
the
additio
nal
ser
vice
s or
pro
duct
s
8
Giv
e yo
ur
cust
om
er t
ime
to a
sk
ques
tions
about
the
additio
nal
ser
vice
s or
pro
duct
s
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
277
Elem
ent:
2G
EN6/1
0.2
In
form
cust
omer
s ab
out
addit
ional
ser
vice
s or
pro
duct
s
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Ad
dit
ion
al se
rvic
es
or
pro
du
cts
c use
s of
serv
ices
or
pro
duct
s th
at a
re
new
to y
our
cust
om
er
d
additio
nal
use
of
serv
ices
or
pro
duct
s th
at y
our
cust
om
er h
as u
sed
bef
ore
C2
Id
en
tify
ing
cu
sto
mer
need
s
c id
entify
what
your
cust
om
er w
ants
by
seek
ing
info
rmat
ion d
irec
tly
d
iden
tify
what
your
cust
om
er w
ants
fr
om
sponta
neo
us
cust
om
er
com
men
ts
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
278
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
279
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
280
Gain customer commitment to using additional services or products 2GEN6/10.3
What you must cover
C1 Additional services or products (at least All from)
(a) uses of services or products that are new to your customer
(b) additional use of services or products that your customer has used before
C2 Identifying customer needs (at least All from)
(a) identify what your customer wants by seeking information directly
(b) identify what your customer wants from spontaneous customer comment
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
281
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
9
Clo
se t
he
conve
rsat
ion if
your
cust
om
er s
how
s no
inte
rest
10 G
ive
info
rmat
ion
to m
ove
the
situ
atio
n
forw
ard w
hen
your
cust
om
er s
how
s in
tere
st
11 S
ecure
cust
om
er
agre
emen
t an
d c
hec
k cu
stom
er
under
stan
din
g o
f th
e del
iver
y of
the
serv
ice
or
pro
duct
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
282
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
12 T
ake
action t
o
ensu
re p
rom
pt
del
iver
y of
the
additio
nal
ser
vice
s or
pro
duct
s to
your
cust
om
er
13 R
efer
your
cust
om
er t
o oth
ers
or
to a
lter
nat
ive
sourc
es
of
info
rmat
ion,
if t
he
additio
nal
ser
vice
s or
pro
duct
s ar
e not
your
resp
onsi
bili
ty
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
283
Elem
ent:
2G
EN6/1
0.3
G
ain c
ust
omer
com
mit
men
t to
usi
ng
addit
ional
ser
vice
s or
pro
duct
s
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Ad
dit
ion
al se
rvic
es
or
pro
du
cts
e use
s of
serv
ices
or
pro
duct
s th
at a
re
new
to y
our
cust
om
er
f ad
ditio
nal
use
of
serv
ices
or
pro
duct
s th
at y
our
cust
om
er h
as u
sed
bef
ore
C2
Id
en
tify
ing
cu
sto
mer
need
s
e id
entify
what
your
cust
om
er w
ants
by
seek
ing
info
rmat
ion d
irec
tly
f id
entify
what
your
cust
om
er w
ants
fr
om
sponta
neo
us
cust
om
er
com
men
ts
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ouse
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SCQ
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
284
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
285
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
286
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
287
Unit 17: Deal with customers across a language divide
Unit code: 2GEN7/10
Unit credit: 8
SCQF Unit level: 5
Introduction
Customer service is frequently delivered across a language divide. In a multi−cultural society many customers may have a different first language from those delivering customer service to them. This language divide can present a real challenge to those who deliver customer service. This unit is about preparing to deliver customer service across a language divide and seeing through that delivery. The unit covers the steps that are needed to deal with customers with different language preferences without having full access to your customer’s first language. You should choose this unit if you frequently deal across a language divide. Remember, customers can be both external and internal to your organisation.
This unit is Unit B5 from the Institute of Customer Services suite of standards.
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
288
What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
The
languag
es t
hat
you
are
most
lik
ely
to e
nco
unte
r am
ong g
roups
of y
our
cust
omer
s
K2
How
to g
reet
, th
ank
and s
ay far
ewel
l to
cust
omer
s in
thei
r firs
t la
nguag
es
K3
The
import
ance
of
dea
ling w
ith c
ust
om
ers
in t
hei
r firs
t la
nguag
e if p
oss
ible
K4
How
to e
xpla
in t
o a
cust
om
er t
hat
you c
annot
hold
an e
xten
ded
conve
rsat
ion in t
hei
r firs
t la
nguag
e
K5
The
import
ance
of to
ne,
pac
e an
d v
olu
me
when
dea
ling w
ith c
ust
om
ers
acro
ss a
lan
guag
e div
ide
K6
Poss
ible
sourc
es o
f as
sist
ance
to u
se w
hen
a lan
guag
e bar
rier
dem
ands
additio
nal
lan
guag
e sk
ills
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did
ate
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ront
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ouse
at
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vel 5 –
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e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
289
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
290
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
291
Prepare to deal with customers with a different first language 2GEN7/10.1
What you must cover
C1 Dealing with customers (at least All from)
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
N029875 –
Can
did
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Logbook
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ront
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ouse
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vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
292
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Iden
tify
the
languag
e or
languag
es
oth
er t
han
your
own
that
you a
re m
ost
lik
ely
to c
om
e ac
ross
w
hen
dea
ling w
ith
cust
om
ers
2
Lear
n a
gre
etin
g,
an e
xpre
ssio
n o
f th
anks
and a
far
ewel
l phra
se in t
he
languag
e yo
u e
xpec
t to
enco
unte
r
3
Iden
tify
a s
ourc
e of
assi
stan
ce w
ith a
la
nguag
e yo
u e
xpec
t to
enco
unte
r w
hen
del
iver
ing c
ust
om
er
serv
ice
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
293
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
4
Agre
e w
ith
colle
agues
info
rmal
si
gnin
g o
ptions
that
m
ay b
e use
d f
or
key
aspec
ts o
f yo
ur
serv
ices
or
pro
duct
s w
hen
dea
ling w
ith
som
ebody
with a
diffe
rent
firs
t la
nguag
e
5
Log u
sefu
l w
ord
s an
d p
hra
ses
to
support
your
dea
lings
with a
cust
omer
with
a diffe
rent
firs
t la
nguag
e
6
Lear
n a
n
appro
priat
e phra
se t
o
expla
in t
o y
our
cust
om
er in t
hei
r firs
t la
nguag
e th
at y
ou d
o
not
spea
k th
at
languag
e fluen
tly
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
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ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
294
Elem
ent:
2G
EN7/1
0.1
Pre
pare
to
dea
l w
ith c
ust
omer
s w
ith a
dif
fere
nt
firs
t la
ngu
age
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Dealin
g w
ith
cu
sto
mers
a during r
outine
del
iver
y of
cust
om
er s
ervi
ce
b
during a
busy
tim
e in
your
job
c during a
quie
t tim
e in
your
job
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
295
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
296
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
297
Deal with customers who speak a different first language from your own 2GEN7/10.2
What you must cover
C1 Dealing with customers (at least All from)
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
298
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
7
Iden
tify
you
r cu
stom
er’s
first
la
nguag
e an
d indic
ate
to t
hem
that
you a
re
awar
e of
this
8
Est
ablis
h t
he
expec
tations
of yo
ur
cust
om
er r
egar
din
g
whet
her
they
exp
ect
to d
eal in
your
firs
t la
nguag
e or
thei
rs
9
Spea
k cl
early
and
slow
ly if
usi
ng a
la
nguag
e w
hic
h is
not
the
firs
t la
nguag
e fo
r ei
ther
you o
r yo
ur
cust
om
er
N029875 –
Can
did
ate
Logbook
– S
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2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
299
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
10 M
ainta
in a
co
nsi
sten
t to
ne
and
volu
me
when
dea
ling
with s
om
ebody
acro
ss
a la
nguag
e div
ide
11 L
iste
n c
lose
ly t
o
your
cust
omer
to
iden
tify
any
word
s th
ey m
ay b
e usi
ng in a
w
ay t
hat
diffe
rs f
rom
th
e w
ay y
ou w
ould
gen
eral
ly u
se t
he
sam
e w
ord
s
12 C
hec
k yo
ur
under
stan
din
g o
f sp
ecific
word
s w
ith
your
cust
omer
usi
ng
ques
tions
for
clar
ific
atio
n
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Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
13 S
eek
appro
priat
e as
sist
ance
fro
m
colle
agues
if
you a
re
unab
le t
o c
om
ple
te a
cu
stom
er t
ransa
ctio
n
bec
ause
of
languag
e bar
rier
s
14 R
eword
a q
ues
tion
or
expla
nat
ion if
your
cust
om
er c
lear
ly d
oes
not
under
stan
d y
our
origin
al w
ord
ing
15 U
se a
few
word
s of
your
cust
omer
’s f
irst
la
nguag
e to
cre
ate
a ra
pport
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imited
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Elem
ent:
2G
EN7/1
0.2
D
eal w
ith c
ust
omer
s w
ho
spea
k a
dif
fere
nt
firs
t la
ngu
age
from
you
r ow
n
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Dealin
g w
ith
cu
sto
mers
d
during r
outine
del
iver
y of
cust
om
er s
ervi
ce
e during a
busy
tim
e in
your
job
f during a
quie
t tim
e in
your
job
N029875 –
Can
did
ate
Logbook
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ront
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ouse
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vel 5 –
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duca
tion L
imited
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302
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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tion L
imited
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303
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
304
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
305
Unit 18: Maintain customer service through effective handover
Unit code: 2GEN8/10
Unit credit: 4
SCQF Unit level: 5
Introduction
Customer service delivery in a team involves many situations when you are unable to see actions through and you pass on responsibility to a colleague, for example, during a shift change. This sharing of responsibility should be organised and follow a recognised pattern. Most of all you need to be sure that, when responsibility is passed on, the actions are seen through. This involves routinely checking with your colleagues that customer service actions have been completed. This unit is for you if your job involves service delivery as part of a team and you regularly pass on responsibility for completion of a customer service action to a colleague.
This unit is Unit B8 in the Institute of Customer Service suite of standards.
N029875 –
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imited
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What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
Your
org
anis
atio
n’s
cust
om
er s
ervi
ce p
roce
dure
s fo
r th
e se
rvic
es o
r pro
duct
s yo
u a
re invo
lved
in
del
iver
ing
K2
The
appro
priat
e co
lleag
ues
to p
ass
resp
onsi
bili
ty t
o for
com
ple
ting p
articu
lar
cust
omer
ser
vice
ac
tions
K3
Way
s of en
suring t
hat
info
rmat
ion is
pas
sed b
etw
een y
ou a
nd y
our
colle
agues
effec
tive
ly
K4
Way
s to
rem
ind y
ours
elf
of
actions
that
nee
d t
o b
e ch
ecke
d w
hen
you
hav
e pas
sed o
n
resp
onsi
bili
ty t
o a
colle
ague
K5
The
import
ance
of ch
ecki
ng t
actf
ully
with a
colle
ague
whet
her
they
hav
e co
mple
ted t
he
cust
om
er s
ervi
ce a
ctio
ns
you w
ere
expec
ting
K6
Opport
unitie
s fo
r co
ntr
ibuting t
o r
evie
w t
he
way
cust
om
er s
ervi
ce a
ctio
ns
are
shar
ed in c
ust
om
er
serv
ice
pro
cess
es
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vel 5 –
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e 2 –
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rson E
duca
tion L
imited
2013
307
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
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e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
308
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
309
Agree joint responsibilities in a customer service team 2GEN8/10.1
What you must cover
C1 Maintaining customer service (at least All from)
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
(d) when peoples, systems or resources have let you down
N029875 –
Can
did
ate
Logbook
– S
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2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
310
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Iden
tify
ser
vice
s or
pro
duct
s yo
u a
re
invo
lved
in d
eliv
erin
g
that
rel
y on e
ffec
tive
te
amw
ork
2
Iden
tify
ste
ps
in
the
cust
om
er s
ervi
ce
del
iver
y pro
cess
that
re
ly o
n e
xchan
ge
of
info
rmat
ion b
etw
een
you a
nd y
our
colle
agues
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ate
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ront
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vel 5 –
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e 2 –
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Pea
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duca
tion L
imited
2013
311
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
3
Agre
e w
ith
colle
agues
when
it
is
right
to p
ass
resp
onsi
bili
ty f
or
com
ple
ting a
cust
om
er
serv
ice
action t
o
anoth
er
4
Agre
e w
ith
colle
agues
how
in
form
atio
n s
hould
be
exch
anged
bet
wee
n
you t
o en
able
anoth
er
to c
om
ple
te a
cu
stom
er s
ervi
ce
action
5
Iden
tify
way
s of
rem
indin
g y
ours
elf
when
you
hav
e pas
sed
resp
onsi
bili
ty t
o a
co
lleag
ue
for
com
ple
ting a
cust
om
er
serv
ice
action
N029875 –
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did
ate
Logbook
– S
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2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
312
Elem
ent:
2G
EN8/1
0.1
A
gree
joi
nt
resp
onsi
bilit
ies
in a
cust
omer
ser
vice
tea
m
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Main
tain
cu
sto
mer
serv
ice
a during r
outine
del
iver
y of
cust
om
er s
ervi
ce
b
during a
busy
tim
e in
your
job
c during a
quie
t tim
e in
your
job
d
when
peo
ple
s,
syst
ems
or
reso
urc
es h
ave
let
you d
own
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
313
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
314
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
315
Check that customer service actions are seen through by working together with colleagues 2GEN8/10.2
What you must cover
C1 Maintaining customer service (at least All from)
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
(d) when peoples, systems or resources have let you down
N029875 –
Can
did
ate
Logbook
– S
VQ
2 in F
ront
of H
ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
316
What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
6
Acc
ess
rem
inder
s to
iden
tify
when
to
chec
k th
at a
cust
om
er
serv
ice
action h
as
bee
n c
om
ple
ted
7
Ensu
re t
hat
you
are
awar
e of
all det
ails
of
cust
om
er s
ervi
ce
actions
your
colle
ague
was
due
to c
om
ple
te
8
Ask
you
r co
lleag
ue
about
the
outc
om
e of
thei
r co
mple
ting t
he
cust
om
er s
ervi
ce
action a
s ag
reed
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imited
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Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
9
Iden
tify
the
nex
t cu
stom
er s
ervi
ce
actions
if y
our
colle
agues
has
bee
n
unab
le t
o c
om
ple
te
the
actions
you h
ad
pre
viousl
y ag
reed
10 W
ork
with
colle
agues
to r
evie
w
the
way
in w
hic
h
cust
om
er s
ervi
ce
actions
are
shar
ed
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imited
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Elem
ent:
2G
EN8/1
0.2
C
hec
k th
at c
ust
omer
ser
vice
act
ions
are
seen
thro
ugh
by
wor
king
toge
ther
wit
h c
olle
agues
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Main
tain
cu
sto
mer
serv
ice
a during r
outine
del
iver
y of
cust
om
er s
ervi
ce
b
during a
busy
tim
e in
your
job
c during a
quie
t tim
e in
your
job
d
when
peo
ple
s,
syst
ems
or
reso
urc
es h
ave
let
you d
own
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imited
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Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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imited
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I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
321
Unit 19: Maintain and deal with payments
Unit code: 2GEN9/10
Unit credit: 4
SCQF Unit level: 5
Introduction
This unit is about maintaining a payment point such as a till. It also covers taking payments from the customer, operating the till correctly and keeping payments safe and secure.
What some of the words in this unit mean
Authorised collection
The correct person coming to pick up the payments from the till
Cash equivalents
For example, vouchers, discounts, ledger payments
Payment point
A till, credit/debit machine or hand-held device
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duca
tion L
imited
2013
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What
you
must
know
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
know
ledge
and u
nder
stan
din
g f
or
each
sta
ndar
d.
Kn
ow
led
ge
Typ
e o
f evid
en
ce
Date
For
the
whol
e unit
K1
Legal
req
uirem
ents
for
oper
atin
g a
pay
men
t poi
nt
and t
akin
g p
aym
ents
fro
m c
ust
om
ers
K2
Your
org
anis
atio
n’s
sec
urity
pro
cedure
s fo
r ca
sh a
nd o
ther
typ
es o
f pay
men
ts
K3
How
you s
hould
set
up y
our
pay
men
t poin
t
K4
How
to g
et s
tock
s of
mat
eria
ls y
ou n
eed t
o se
t up a
nd m
ainta
in t
he
pay
men
t poin
t
K5
Why
it is
import
ant
to t
ell th
e cu
stom
er a
bout
any
del
ays
and h
ow
you
should
do s
o
K6
The
types
of
pro
ble
ms
that
mig
ht
hap
pen
with y
our
pay
men
t poin
t an
d h
ow
to d
eal w
ith t
hes
e
K7
How
to c
han
ge
the
till/
deb
it/c
redit m
achin
e ro
ll
K8
The
corr
ect
pro
cedure
s fo
r han
dlin
g p
aym
ents
K9
What
you s
hould
do if th
ere
are
erro
rs in h
andlin
g p
aym
ents
K10
Under
stan
d t
he
pro
cedure
s fo
r dea
ling w
ith h
and-h
eld p
aym
ent
dev
ices
at
table
s
K11
What
pro
cedure
you m
ust
follo
w w
ith r
egar
d t
o a
pay
men
t th
at h
as b
een d
eclin
ed
K12
What
mig
ht
hap
pen
if
you d
o n
ot
report
err
ors
K13
The
types
of
pro
ble
ms
that
may
hap
pen
when
you a
re t
akin
g p
aym
ents
and h
ow t
o d
eal w
ith
thes
e
K14
The
pro
cedure
s fo
r co
llect
ing t
he
conte
nts
of
the
pay
men
t poin
t an
d w
ho y
ou s
hould
han
d
pay
men
ts o
ver
to
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duca
tion L
imited
2013
323
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
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did
ate
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ront
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ouse
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SCQ
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vel 5 –
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e 2 –
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Pea
rson E
duca
tion L
imited
2013
324
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
ional
Occ
upat
ional
Sta
ndar
ds.
Can
did
ate
signat
ure
:____________________________________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate
has
ach
ieve
d a
ll th
e re
quirem
ents
of th
is U
nit.
Ass
esso
r si
gnat
ure
:_____________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g a
sses
sor
signat
ure
(if a
pplic
able
):_____________________________________
D
ate:
___________________
I co
nfirm
that
the
candid
ate’
s sa
mple
d w
ork
mee
ts t
he
stan
dar
ds
spec
ifie
d f
or
this
Unit a
nd m
ay b
e pre
sente
d for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure
:________________________________________________________
D
ate:
___________________
Counte
rsig
nin
g inte
rnal
ver
ifie
r (i
f ap
plic
able
):________________________________________
D
ate:
___________________
N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –
Issue 2 – April 2013 © Pearson Education Limited 2013
325
What you must cover
C1 Materials (at least two from)
(a) cash
(b) cash equivalents
(c) relevant stationery
(d) till/credit/debit rolls
C2 Payments (at least two from)
(a) ash
(b) cheques
(c) credit cards
(d) debit cards
(e) cash equivalents
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Pea
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duca
tion L
imited
2013
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What
you
must
do
To a
chie
ve t
his
ele
men
t yo
u m
ust
giv
e su
ffic
ient
evid
ence
to d
emonst
rate
your
com
pet
ence
for
each
sta
ndar
d.
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
1
Mak
e su
re y
our
pay
men
t poi
nt
is
work
ing a
nd t
hat
you
hav
e al
l th
e m
ater
ials
yo
u n
eed
2
Mai
nta
in t
he
pay
men
t poi
nt
and
rest
ock
it
when
nec
essa
ry
3
Ente
r/sc
an
info
rmat
ion into
the
pay
men
t poi
nt
corr
ectly
4
Tel
l th
e cu
stom
er
how
much
they
hav
e to
pay
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imited
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Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
To m
eet
the
nat
ional
st
andar
d y
ou m
ust
:
5
Ack
now
ledge
the
cust
om
er’s
pay
men
t an
d v
alid
ate
it w
her
e nec
essa
ry
6
Follo
w c
orr
ect
pro
cedure
for
chip
and
pin
tra
nsa
ctio
ns
7
Put
the
pay
men
t in
th
e right
pla
ce
acco
rdin
g t
o y
our
org
anis
atio
n’s
pro
cedure
s
8
Giv
e co
rrec
t ch
ange
for
cash
tr
ansa
ctio
ns
9
Car
ry o
ut
tran
sact
ions
withou
t del
ay a
nd g
ive
rele
vant
confirm
atio
n
to t
he
cust
omer
10 M
ake
the
pay
men
t poin
t co
nte
nts
av
aila
ble
for
auth
orise
d c
olle
ctio
n
when
ask
ed t
o
N029875 –
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ate
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Pea
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duca
tion L
imited
2013
328
Elem
ent:
2G
EN9/1
0 M
ainta
in a
nd d
eal w
ith p
aym
ents
Wh
at
yo
u m
ust
co
ver:
(Ass
ess
or
to r
eco
rd r
an
ge w
ith
refe
ren
ce t
o e
lem
en
t
req
uir
em
en
ts)
Pra
ctic
al
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
Typ
e o
f evid
en
ce
Po
rtfo
lio
re
fere
nce
D
ate
C1
Mate
rials
a ca
sh
b
cash
equiv
alen
ts
c re
leva
nt
stat
ioner
y
d
till/
cred
it/d
ebit
rolls
C2
Paym
en
ts
a ca
sh
b
cheq
ues
c cr
edit c
ards
d
deb
it c
ards
e ca
sh e
quiv
alen
ts
N029875 –
Can
did
ate
Logbook
– S
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2 in F
ront
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ouse
at
SCQ
F Le
vel 5 –
Issu
e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
329
Ad
dit
ion
al evid
en
ce (
if a
pp
lica
ble
):
O =
dir
ect
ob
serv
ati
on
of
the learn
er’
s p
erf
orm
an
ce b
y t
heir
ass
ess
or
PD
= p
rofe
ssio
nal d
iscu
ssio
n
Q&
A =
ou
tco
mes
fro
m o
ral o
r w
ritt
en
qu
est
ion
ing
A
= a
ssig
nm
en
t, p
roje
ct/
case
stu
die
s
P =
pro
du
cts
of
the learn
er’
s w
ork
W
T =
au
then
tic
state
men
ts/
wit
ness
test
imo
ny
RA
= p
ers
on
al st
ate
men
ts a
nd
/o
r re
flect
ive a
cco
un
ts
EP
W =
exp
ert
wit
ness
test
imo
ny
Co
lum
n
key:
S =
ou
tco
me f
rom
sim
ula
tio
n,
wh
ere
perm
itte
d b
y t
he
ass
ess
men
t st
rate
gy
RP
L =
evid
en
ce o
f re
cog
nit
ion
of
pri
or
learn
ing
N029875 –
Can
did
ate
Logbook
– S
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ront
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ouse
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vel 5 –
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e 2 –
April 2013 ©
Pea
rson E
duca
tion L
imited
2013
330
I co
nfirm
that
the
evid
ence
det
aile
d in t
his
Unit is
my
ow
n w
ork
and m
eets
the
requirem
ents
of
the
Nat
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Annexe A
Evidence requirements
SVQ Level 2 Front of House Reception Mandatory units
1GEN1/09 Maintain a safe, hygienic and secure working environment
Element 1GEN1/09.1
Maintain personal health and hygiene
What you must DO for 1GEN1/09.1
The assessor must assess statements P1–P2 by direct observation of the candidate’s work.
What you must COVER for 1GEN1/09.1
There are no ‘What you must cover’ for Element 1.
Element 1GEN1/09.2
Help to maintain a hygienic, safe and secure workplace
What you must DO for 1GEN1/09.2
The assessor must assess statements P6, P9-P11 by direct observation of the candidate’s work.
Simulation may be used for P7 – P8 if no naturally occurring evidence is available.
What you must COVER for 1GEN1/09.2
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Hazards (at least one from the following)
(a) relating to equipment
(b) relating to areas where you work
(c) relating to personal clothing
C2 Ways of dealing with hazards (at least none required from the following)
(a) putting them right yourself
(b) reporting them to appropriate colleagues
(c) warning other people
C3 Emergency procedures (at least one from the following)
(a) fire
(b) threat
(c) security
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
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1GEN4/09 Work effectively as part of a hospitality team
What you must DO for 1GEN4/09
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
What you must COVER for 1GEN4/09
There are no ‘What you must cover’ for this unit.
2GEN1/10 Give customers a positive impression of yourself and your organisation (ICS)
Element 2GEN1/10.1
Establish effective rapport with customers
What you must DO for 2GEN1/10.1
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN1/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Communication method (at least three from the following)
(a) face to face
(b) in writing
(c) by telephone
(d) by text message
(e) by e-mail (including social networking)
(f) Intranet
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
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Element 2GEN1/10.2
Respond appropriately to customers
What you must DO for 2GEN1/10.2
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN1/10.2
There must be performance evidence, gathered through observing the candidate’s work for:
C2 Positive impression
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
(d) when people, systems or resources have let you down
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
Element 2GEN1/10.3
Communicate information to customers
What you must DO for 2GEN1/10.3
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN1/10.3
There must be performance evidence, gathered through observing the candidate’s work for:
C3 Communicate with customers
(a) using appropriate spoken or written language
(b) applying the conventions and rules appropriate to the method of communication you have chosen
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
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SVQ Level 2 Front of House Reception Section A units
Level 2 Front of House Reception unit titles
Evidence requirements are included in this document for the following units:
2FOH1 / 10 Deal with communications as part of the reception function
2FOH2 / 10 Deal with the arrival of customers
2FOH3 / 10 Dealing with bookings
2FOH4 / 10 Prepare customer accounts and deal with departures
2FOH8 / 10 Handle mail and book external services
2FOH11 / 10 Provide tourism information services to customers
2FOH1/10 Deal with communications as part of the reception function
Element 2FOH1/10.1
Deal with incoming communications
What you must DO for 2FOH1/10.1
The assessor must assess statements P1–P4 by direct observation.
What you must COVER for 2FOH1/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Communications (at least two from)
(a) by telephone
(b) by letter or fax
(c) using e-mail
C2 Enquiries (both from)
(a) those you can deal with yourself
(b) those that need to be passed/transferred to another person/department
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
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Element 2FOH1/10.2
Deal with outgoing communications
What you must DO for 2FOH1/10.2
The assessor must assess statements P6–P10 by direct observation.
What you must COVER for 2FOH1/10.2
There must be performance evidence, gathered through observing the candidate’s work for:
C3 Methods of communicating (at least two from)
(a) by telephone
(b) by letter or fax
(c) using e-mail
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
2FOH2/10 Deal with the arrival of customers
What you must DO for 2FOH2/10
The assessor must assess statements P1, P2 and P4–P6 by direct observation.
What you must COVER for 2FOH2/10
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Customers (at least one from)
(a) customers with routine requirements
(b) customers with special requirements
(c) customers without advanced bookings
C2 Booking systems (at least one from)
(a) computerised system
(b) manual system
C3 Information to customers (at least four from)
(a) location of room
(b) key security and safety procedures
(c) services and facilities available
(d) prices
(e) special offers and promotions available
C4 Services and facilities (at least one from)
(a) business facilities
(b) leisure facilities
(c) food and beverage facilities
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
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2FOH3/10 Dealing with Bookings
Element 2FOH3/10.1
Deal with booking enquiries
What you must DO for 2FOH3/10.1
The assessor must assess statements P1–P4 by direct observation.
What you must COVER for 2FOH3/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Customers (at least one from)
(a) with routine requests
(b) with special needs
C2 Enquiries (at least three from)
(a) face-to-face
(b) telephone
(c) letter or fax
(d) e-mail
(e) on-line booking systems
C3 Information (at least two from)
(a) services and facilities available
(b) features and benefits of services and facilities
(c) prices
(d) special offers and promotions available
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
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Element 2FOH3/10.2
Confirm, cancel and amend bookings
What you must DO for 2FOH3/10.2
The assessor must assess statements P5–P8 by direct observation.
What you must COVER for 2FOH3/10.2
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Customers (at least one from)
(a) with routine requests
(b) with special needs
C4 Booking systems (at least one from)
(a) computerised systems
(b) manual systems
(c) on-line systems
C5 Booking amendments and cancellations (at least one from)
(a) change bookings
(b) cancel bookings
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
2FOH4/10 Prepare Customer Accounts and Deal with Departures
Element 2FOH4/10.1
Prepare and maintain customer accounts
What you must DO for 2FOH4/10.1
The assessor must assess statements P1–P5 by direct observation.
What you must COVER for 2FOH4/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Account systems (at least one from)
(a) computerised systems
(b) manual systems
(c) online systems
C2 Account adjustments (at least two from)
(a) charges
(b) allowances/discounts
(c) refunds
(d) deposits/pre-payments
(e) transfers
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
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Element 2FOH4/10.2
Deal with the departure of customers
What you must DO for 2FOH4/10.2
The assessor must assess statements P6–P10 by direct observation.
What you must COVER for 2FOH4/10.2
There must be performance evidence, gathered through observing the candidate’s work for:
C3 Customer accounts (at least one from)
(a) those where part payment is required
(b) those where full payment is required
(c) those where the account does not require immediate settlement
C4 Account or booking system (at least one from)
(a) computerised
(b) manual
(c) online systems
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
2FOH11/10 Provide Tourism Information Services to Customers
Element 2FOH11/10.1
Work with customers on their tourism information needs
What you must DO for 2FOH11/10.1
The assessor must assess statements P1–P3 and P5 by direct observation.
What you must COVER for 2FOH11/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Information sources (at least three from)
(a) electronic sources
(b) brochures
(c) directories
(d) timetables
(e) maps
(f) guidebooks
(g) external organisations
(h) leaflets
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
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Element 2FOH11/10.2
Seek tourism information and offer advice to customers
What you must DO for 2FOH11/10.2
The assessor must assess statements P8–P10, P13 and P15 by direct observation.
What you must COVER for 2FOH11/10.2
There are no ‘what you must cover’ for 2FOH11/10.2
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Level 2 Front of House Reception Section B Units
Level 2 Front Of House Reception unit titles
Evidence requirements are included in this document for the following units:
2FOH1/10 Deal with communications as part of the reception function
2FOH2/10 Deal with the arrival of customers
2FOH3/10 Dealing with bookings
2FOH4/10 Prepare customer accounts and deal with departures
2FOH8/10 Handle mail and book external services
2FOH11/10 Provide tourism information services to customers
Evidence requirements for the following units are set by the SSC in brackets
2FOH5/10 Produce documents in a business environment (CfA)
2FOH6/10 Use office equipment (CfA)
2FOH7/10 Prepare to communicate in a business environment (CfA)
2FOH9/10 Provide reception services (CfA)
2FOH10/10 Store and retrieve information (CfA)
2FOH5/10 Produce documents in a business environment (CfA)
What you must DO for 2FOH5/10
There are no ‘what you must do’ for 2FOH5/10
What you must COVER for 2FOH5/10
There are no ‘what you must cover’ for 2FOH5/10
2FOH6/10 Use office equipment (CfA)
What you must DO for 2FOH6/10
There are no ‘what you must do’ for 2FOH6/10
What you must COVER for 2FOH6/10
There are no ‘what you must cover’ for 2FOH6/10
2FOH7/10 Prepare to communicate in a business environment (CfA)
What you must DO for 2FOH7/10
There are no ‘what you must do’ for 2FOH7/10
What you must COVER for 2FOH7/10
There are no ‘what you must cover’ for 2FOH7/10
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2FOH8/10 Handle Mail and Book External Services
Element 2FOH8/10.1
Handle mail and messages
What you must DO for 2FOH8/10.1
The assessor must assess statements P1–P4 by direct observation.
What you must COVER for 2FOH8/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Mail (at least one from)
(a) letters
(b) parcels
(c) registered or courier delivered post
(d) electronic
C2 Messages (at least two from)
(a) faxes
(b) e-mails
(c) typed/handwritten memos
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
Element 2FOH8/10.2
Book external services
What you must DO for 2FOH8/10.2
The assessor must assess statements P5–P9 by direct observation.
What you must COVER for 2FOH8/10.2
There must be performance evidence, gathered through observing the candidate’s work for:
C3 Services (at least two from)
(a) transport
(b) deliveries
(c) entertainment
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
2FOH9/10 Provide Reception Services (CfA)
What you must DO for 2FOH9/10
There are no ‘what you must do’ for 2FOH9/10
What you must COVER for 2FOH9/10
There are no ‘what you must cover’ for 2FOH9/10
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2FOH10/10 Store and Retrieve Information (CfA)
What you must DO for 2FOH10/10
There are no ‘what you must do’ for 2FOH10/10
What you must COVER for 2FOH10/10
There are no ‘what you must cover’ for 2FOH10/10
2GEN5/10 Resolve customer service problems (ICS)
Element 2GEN5/10.1
Spot customer service problems
What you must DO for 2GEN5/10.1
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this unit.
What you must COVER for 2GEN5/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Resolving problems (All from)
(a) a problem first identified by customers
(b) a problem identified within the organisation before it has affected your customer
(c) a problem caused by differences between your customer’s expectations and what you organisation can offer
(d) a problem caused by a system or procedure failure
(e) a problem caused by a lack of resources or human error
C2 Resolving problems (All from)
(a) supplied relevant information when customer have requested it
(b) supplied relevant information when customers have not requested it
(c) have used agreed organisational procedures when solving problems
(d) have made exceptions to usual practice with the agreement of others
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Element 2GEN5/10.2
Pick the best solution to resolve customer service problems
What you must DO for 2GEN5/10.2
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this unit.
What you must COVER for 2GEN5/10.2
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Resolving problems (All from)
(a) a problem first identified by customers
(b) a problem identified within the organisation before it has affected your customer
(c) a problem caused by differences between your customer’s expectations and what you organisation can offer
(d) a problem caused by a system or procedure failure
(e) a problem caused by a lack of resources or human error
C2 Resolving problems (All from)
(a) supplied relevant information when customer have requested it
(b) supplied relevant information when customers have not requested it
(c) have used agreed organisational procedures when solving problems
(d) have made exceptions to usual practice with the agreement of others
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Element 2GEN5/10.3
Take action to resolve customer service problems
What you must DO for 2GEN5/10.3
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this unit.
What you must COVER for 2GEN5/10.3
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Resolving problems (All from)
(a) a problem first identified by customers
(b) a problem identified within the organisation before it has affected your customer
(c) a problem caused by differences between your customer’s expectations and what you organisation can offer
(d) a problem caused by a system or procedure failure
(e) a problem caused by a lack of resources or human error
C2 Resolving problems (All from)
(a) supplied relevant information when customer have requested it
(b) supplied relevant information when customers have not requested it
(c) have used agreed organisational procedures when solving problems
(d) have made exceptions to usual practice with the agreement of others
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2GEN6/10 Promote additional services or products to customers (ICS)
Element 2GEN6/10.1
Identify additional services or products that are available
What you must DO for 2GEN6/10.1
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN6/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Additional services or products (at least All from)
(a) uses of services or products that are new to your customer
(b) additional use of services or products that your customer has used before
C2 Identifying customer needs (at least All from)
(a) identify what your customer wants by seeking information directly
(b) identify what your customer wants from spontaneous customer comments
Element 2GEN6/10.2
Inform customers about additional services or products
What you must DO for 2GEN6/10.2
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN6/10.2
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Additional services or products (at least All from)
(a) uses of services or products that are new to your customer
(b) additional use of services or products that your customer has used before
C2 Identifying customer needs (at least All from)
(a) identify what your customer wants by seeking information directly
(b) identify what your customer wants from spontaneous customer comments
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Element 2GEN6/10.3
Gain customer commitment to using additional services or products
What you must DO for 2GEN6/10.3
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN6/10.3
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Additional services or products (at least All from)
(a) uses of services or products that are new to your customer
(b) additional use of services or products that your customer has used before
C2 Identifying customer needs (at least All from)
(a) identify what your customer wants by seeking information directly
(b) identify what your customer wants from spontaneous customer comments
2GEN7/10 Deal with customers across a language divide (ICS)
Element 2GEN7/10.1
Prepare to deal with customers with a different first language
What you must DO for 2GEN7/10.1
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN7/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Dealing with customers (at least All from)
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
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Element 2GEN7/10.2
Deal with customers who speak a different first language from your own
What you must DO for 2GEN7/10.2
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN7/10.2
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Dealing with customers (at least All from)
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
2GEN8/10 Maintain customer service through effective handover (ICS)
Element 2GEN8/10.1
Agree joint responsibilities in a customer service team
What you must DO for 2GEN8/10.1
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN8/10.1
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Maintaining customer service (at least All from)
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
(d) when peoples, systems or resources have let you down
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Element 2GEN8/10.1
Check that customer service actions are seen through by working together with colleagues
What you must DO for 2GEN8/10.2
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.
What you must COVER for 2GEN8/10.2
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Maintaining customer service (at least All from)
(a) during routine delivery of customer service
(b) during a busy time in your job
(c) during a quiet time in your job
(d) when peoples, systems or resources have let you down
2GEN9/10 Maintain and deal with payments
What you must DO for 2GEN9/10
The assessor must assess statements P1 and P3–P10 by direct observation.
What you must COVER for 2GEN9/10
There must be performance evidence, gathered through observing the candidate’s work for:
C1 Materials (at least two from)
(a) cash
(b) cash equivalents
(c) relevant stationery
(d) till/credit/debit rolls
C2 Machine (at least two from)
(a) cash
(b) cheques
(c) credit cards
(d) debit cards
(e) cash equivalents
Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.
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