SFLSOP007 — Interact with floristry customers

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What an assessment for SFLSOP007 must cover

48 assessable components: 3 elements (14 performance criteria), 8 performance evidence and 23 knowledge evidence requirements, plus 3 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Greet and serve customers.

1.1Prioritise customers over other workplace duties.
1.2Greet customers in a polite and friendly manner within designated response times.
1.3Communicate with customers clearly and concisely using appropriate communication medium.
1.4Use questions and actively listen to customer responses to determine their needs.
1.5Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.
1.6Show interest in customer needs and maintain a welcome customer environment during service delivery.
1.7Explain and match floristry products and services to customer needs.

2 Work with others to deliver service.

2.1Follow directions of supervisors and managers to deliver quality service.
2.2Identify personal limitations in serving needs of customers and seek assistance from others.
2.3Resolve routine customer problems according to level of individual responsibility and organisational policy.
2.4Refer other service issues to relevant staff for action.
2.5Provide customer feedback to supervisors or managers.

3 Maintain personal presentation and hygiene.

3.1Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
3.2Practise high standards of personal presentation and hygiene.

Performance evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
communicate effectively and provide fundamental customer service during six customer interactions:
at least two must involve adapting to culturally different communication needs
across those six customer interactions, cover:
two face-to-face communications
two communications via email
two communications via the telephone
resolution of two routine customer problems.

Knowledge evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
importance of the customer within floristry businesses and expected service standards
basic principles of positive customer service
open and closed questioning techniques
appropriate body language for customer service
communication techniques to:
convey information clearly and concisely
resolve basic customer problems
basic range of cultural differences in verbal and non-verbal communication
verbal and non-verbal cues indicating customer understanding of information and problems
essential features, conventions and usage of these types of communication media:
telephone
email
range of typical routine customer problems that occur within floristry businesses:
incorrect pricing of products and services
delays in providing products or services
misunderstanding of customer requests
providing incorrect products or services
floristry industry and organisational:
types of customers
designated response times for acknowledging customers and their enquiry
personal presentation and hygiene standards
customer service policies and procedures including those for resolving routine customer service problems.

Foundation skills

Reading skills to:: interpret: basic messages, notes, and emails detailed organisational customer service policies and procedures.
Writing skills to:: produce simple and clear messages, notes and emails.
Technology skills to:: operate telephone equipment and use electronic communication media.

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing SFLSOP007

What does an assessment tool for SFLSOP007 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SFLSOP007 needs to address all 48 unit components: 3 elements with 14 performance criteria, 8 performance evidence requirements, 23 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for SFLSOP007?

Auditori pulls the current release of SFLSOP007 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for SFLSOP007 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing SFLSOP007 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of SFLSOP007, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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