SITXCCS007_Student Assessment_171021

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 1/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences Course Title: Diploma of Hospitality Management Course Code: SIT50416 Unit Title: Enhance customer service experiences Unit Code: SITXCCS007 Student Name: Student ID: Trainer Name: Instructions for the Student • This form MUST be attached to all submitted written work with all sections completed. An incomplete form may result in a delay in the assessment decision-making process for the assignment. • Please securely attach the completed form to your submitted work after signing the declaration below: Assessment Details Result Assessment Task 1- Written Test S / NYS Assessment Task 2-Observation S / NYS Assessment Task 3- Portfolio S / NYS Please tick one Assessment/Re-assessment/Re-submission Final Result C / NYC S=satisfactory; NYS: Not Yet Satisfactory; C=Competent; NYC=Not Yet Competent Assessor Comments/Feedback: Assessor Name Assessor Signature Date STUDENT DECLARATION: I hereby declare that : • This assignment is my own original work, except where I have appropriately cited the original source (Appropriate citation of original work will vary from discipline to discipline). • I have not copied or plagiarized any part of this assessment from another student. • I or any other student has not submitted this assessment previously • This assignment has not previously been submitted for assessment in this or any other subject. • I have kept a copy of this assignment. • I understand my right to appeal the assessment or reassessment outcome, as per the Institute’s Complaints and Appeals Policy. • I been informed that I have to check my results on “Student Portal” ( https://wc.rtomanager.com.au/ ) after three weeks of the final assessment submission date. • If my assessment submission marked as NYC, I been informed to discuss with my trainer / assessor regarding further details of my marked assessment. Student signature ________________________________ Date: _________________________ Administrative use only Receipt of Submission Student Name: Student ID: Trainer / Assessor Name Trainer / Assessor Signature and Date Entered onto the student management system Date: _____________________ Initials: _____________________ Student Assessment Cover Sheet

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 2/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences STUDENT ASSESSMENT SITXCCS007 Enhance customer service experiences ASSESSMENT DETAILS Please refer to the following assessment details. ASSESSMENT METHODS DOCUMENT USED BY ASSESSOR TO ASSESS YOU WHERE (Location of Assessment) WHEN (Assessment Duration/ Due Date) Student assessment cover sheet to record results of all assessment tasks and determine competency Classroom/ Simulated Environment N/A Assessment Task 1 – Project Assessment Task 1 – Project Assessor checklist Classroom/ Simulated Environment Refer to timetable Assessment Task 2 - Observation Assessment Task 2 - Observation Assessor Checklist Classroom/ Simulated Environment Refer to timetable Assessment Task 3 - Classroom Assessment Task 3 – Written test Assessor Checklist Classroom Refer to timetable

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 3/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences Assessment Task 1 – Project This information which is in the Student Assessment pack is to be handed to each student to outline the assessment requirements. Student Instructions For this assessment you will need to perform the following tasks. This task will need to be completed and submitted in a professional, word processed, format. Scenario The Windsor is a four-star hotel located in Melbourne and 20 minutes from the Tullamarine airport. It has 40 rooms, ranging from Queen and King Rooms to deluxe suites and Executive suites. Pricing varies on the type of room. Facilities • Reception is open from 8.00 am to 10.00 pm with after-hours key safes for late-arriving guests so that they can enter the hotel after hours through a side door in the main entrance. • A cafeteria on the ground floor offers breakfast, snacks, lunch and dinner from 7.00 am to 10.00 pm, seven days a week. • Underground car parking is available for guests. It is free of charge for guests and $6 per hour for visitors. Guests must obtain a car park tag from reception after check-in to open the boom gate to enter and exit the car park. Hotel lifts are located in the basement foyer and accessed using the room key. • The hotel offers unlimited Wi-Fi to guests for an additional fee of $6 per day. The reception will issue written instructions and access codes to guests on acceptance of the fee. • The hotel has recently added the service of providing information about tours, festivals and events in the area for customers. • The hotel has started a new loyalty program. Windsor Hotel Customer Service Policy • We believe that the professional and attentive staff, always available to assist you, is our greatest asset. • We are committed to providing immediate and efficient assistance and to meeting your requirements in a helpful and courteous manner, both before and during your stay.

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 4/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences • Quality and Transparency are the values that guide our choices. Quality of standards, of products and of relations with our guests; transparency of our online offers and policies, always clear and authentic. • Listening is the best tool to continuously improve ourselves and satisfy our guests’ needs. Your comments and feedback are listened to carefully, in order to understand what needs to improve and take appropriate action. • Our ultimate goal is to create the experience of a lifetime. Every guest is special to us…that’s why our mission is to fill your stay at Adriatic Palace with unforgettable memories. • You are the heart and soul of our hospitality. Windsor Hotel Complaints policy: This policy has been designed to provide guidance to both our customers and staff on the manner in which Windsor Hotel receives and manages a customer complaint. We are committed to being consistent, fair and impartial when handling a customer complaint. • Customers and team members are aware of our complaint lodgement and handling processes. • Both customers and our staff understand our complaints handling process. • A customer complaint is investigated impartially with a balanced view of all information or evidence. • We take reasonable steps to actively protect any personal information. • A customer complaint is considered on its merits taking into account individual circumstances and needs. • Windsor Hotel is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed. • We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we will undertake an initial review of your complaint. • We are committed to resolving your complaint within ten (10) business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within ten business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalise your complaint.

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 5/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences Windsor Hotel Complaints Escalation Process Where possible, Windsor Hotel will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings. If you are not satisfied with how your complaint has been handled or the resolution provided by us, you can request us to escalate your complaint to Consumers Affairs Victoria. For more information, please use the weblink below https://www.consumer.vic.gov.au/contact-us/resolve-your-problem-or-complaint Based on above scenarios you will be addressing below points 1. Outline the principles and benefits of enhanced customer service experiences and positive communication. 2. What are the techniques used to anticipate customer preferences, needs and expectations? 3. Discuss one conflict resolution technique. 4. What methods can be used to enhance service delivery in response to staff and customer feedback. 5. List at least 7 extras and add-ons you might offer a customer. 6. Choose the industry or sector that you are or would like to work in and discuss the following: a. Professional service standards and protocols for service industry personnel b. Attitudes and attributes expected by the service industries to work with customers c. Different customer service needs and expectations d. Types of customer loyalty programs e. Essential features and use of the customer databases 7. Choose an organisation you would like to or are working in and discuss the following: a. Designated response times for providing service and resolving complaints b. Customer service policies and procedures c. Complaint handling policies and procedures d. Promotional services offered 8. Briefly outline the steps involved in solving each of the following problems: a. Incorrect pricing or quotes b. Delays or errors in providing products or services

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 6/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences c. Misunderstanding of customer requests d. Escalated complaints or disputes e. Other team members or suppliers not providing special requests f. Misunderstandings or communication barriers g. Unmet expectations of, or problems or faults with, a service or product 9. Briefly discuss the methods of compensating dissatisfied customers. 10. What factors do you need to consider when determining compensation of dissatisfied customers? 11. What do you need to consider when approaching each person? 12. What methods of collecting feedback could you use? 13. What are the essential features, conventions and usage of different types of communication techniques and equipment? After you have completed this assessment task, you will have to hand it in to your assessor. This assessment will be done on: _____________________

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 7/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences FOR ASSESSOR USE ONLY Assessment Task 1 – Project - Assessor Checklist This checklist is to be used when assessing the student in the associated task. This checklist is to be completed for each student. Student ID: Assessor name: Did the Student provide evidence of their ability to: Has the student satisfactorily completed the project? Yes No • Outline the principles and benefits of enhanced customer service experiences and positive communication. • What are the techniques used to anticipate customer preferences, needs and expectations? • Discuss one conflict resolution technique. • What methods can be used to enhance service delivery in response to staff and customer feedback • List at least 7 extras and add-ons you might offer a customer. Choose the industry or sector that you are or would like to work in and discuss the following: • Professional service standards and protocols for service industry personnel • Attitudes and attributes expected by the service industries to work with customers • Different customer service needs and expectations • Types of customer loyalty programs

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 8/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences • Essential features and use of the customer databases Choose an organisation you would like to or are working in and discuss the following: • Designated response times for providing service and resolving complaints • Customer service policies and procedures • Complaint handling policies and procedures • Promotional services offered Briefly outline the steps involved in solving each of the following problems: • Incorrect pricing or quotes • Delays or errors in providing products or services • Misunderstanding of customer requests • Escalated complaints or disputes • Other team members or suppliers not providing special requests • Misunderstandings or communication barriers • Unmet expectations of, or problems or faults with, a service or product Briefly discuss the methods of compensating dissatisfied customers. What factors do you need to consider when determining compensation of dissatisfied customers? What do you need to consider when approaching each person?

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 9/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences What methods of collecting feedback could you use? What are the essential features, conventions and usage of different types of communication techniques and equipment? Feedback to Student: Assessor’s Judgement: Result:  Satisfactory  Not Yet Satisfactory Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Name: Signature: Date:

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 10/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences Assessment Task 2 – Observation – Role play This information which is in the Student Assessment pack is to be handed to each student to outline the assessment requirements. Student Instructions For this assessment you will be observed while performing the following task in a simulated environment. Observation activity Role play 1 Scenario: You are a receptionist at the front desk of the Windsor Hotel. A customer (assessor/student) arrives at the hotel and approaches the front desk. Your role is to greet them, establish their needs and provide appropriate products, assistance and information. Read the Windsor Hotel overview in task 1 for the background information before commencing the role- play. During the role-play, you are required to demonstrate the following skills and knowledge. • Make the customer a priority over other workplace duties. • Greet your customer in a polite and friendly manner. • Use questioning and listening techniques to determine the customer’s needs. • Explain and match products and services to the customer’s needs. • Seek feedback from the customer about the customer service they have received. • At the end of each role play you will need to gather feedback from the customer on quality service. Role play 2 Scenario: You are a receptionist at the front desk of the Windsor Hotel. The hotel is busy with people who are attending two significant events. The business conference and music concert, which are held within the hotel. A customer, Tim (Assessor/student), staying with the hotel for three days, approaches the front desk. He looks frustrated and upset. Your role is to greet him, listen to his issue and find a possible solution for his problem. In addition, you must follow the customer complaints policy listed in the Role-play background information in task 1.

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 11/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences Read the Windsor Hotel overview in task 1 for the background information before commencing the role- play. During the role-play, you are required to demonstrate the following skills and knowledge. • Use conflict resolution techniques. • Prevent escalation. • Refer to complaints-handling policy. • Identify ways to compensate dissatisfied customers according to customer complaints policy Role play 3 Scenario: You are in charge of the catering for a three-day conference at the Windsor Hotel. Your job is to ensure that the quality and quantity of food is sufficient for the attendees and conference organisers. You also need to ensure that all dietary requirements have been met. You liaise with the chef and the event coordinator to ensure the chef has all the necessary details they need for the event's catering. You also deal with any issues regarding the catering. Any problems that you cannot resolve are referred to the event coordinator or, in extreme cases, the hotel manager. As far as you are aware, 200 people are attending this conference and catering has been ordered for that amount of attendees. The event coordinator (Assessor/student), is approaching you, and it looks like there might be an issue. You are providing customer service for an internal customer. Read the Windsor Hotel overview in task 1 for the background information before commencing the role- play. During this role-play, you are required to demonstrate the following skills and knowledge. • Greet your internal customer in a polite and friendly manner. • Use questioning and listening techniques to determine the internal customer’s needs or concerns. • Based on the job role, identify if you are unable to meet the needs of the customer, and seek assistance from others, if necessary. • Recognise and resolve customer problems or delays and deficiencies in customer service. • Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility. • If necessary, refer service issues to a higher-level staff member for action in line with organisational procedures when necessary.

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 12/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences • Explain what actions could be taken to ensure this does not happen again. • Seek informal feedback from customers. Role play 4 Scenario: You work as a receptionist at the front desk of the Windsor Hotel. One of the senior cooks from the hotel’s restaurant approaches you in the office area behind the front desk. You don’t know this employee and have never spoken to him before. He asks you for details about a phone call you did not make and don’t know anything regarding the matter. It is 4.30 pm and you start ed work at 4.00 pm. The morning shift finished at 4.00 pm and has departed for the day. In this role-play, you are providing customer service to an internal customer. Read the Windsor Hotel overview in task 1 for the background information before commencing the role- play. During this role-play, you are required to demonstrate the following skills and knowledge: • Greet your customer in a polite and friendly manner. • Use questioning and listening techniques to determine the customer's needs or concerns. • Based on the job role, identify if you are unable to meet the customer's needs, and seek assistance from others, if necessary. • Recognise and resolve customer problems or delays and deficiencies in customer service. • Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility. • When necessary, refer service issues to a higher-level staff member for action in line with organisational procedures. • Seek informal feedback from customers. This assessment will be done on: _____________________ After you have completed this assessment task, you will have to hand it in to your assessor.

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 13/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences FOR ASSESSOR USE ONLY Assessment Task 2 – Observation-Assessor Checklist This checklist is to be used when assessing the student in the associated task. This checklist is to be completed for each student. Student Name: Student ID: During the observation, the student performed each of the following tasks: Satisfactorily Yes No Your task is to pair up with another student or assessor and role play the following customer service actions. You will need to take turns in playing the customer service representative. You are required to: Role play 1 • Make the customer a priority over other workplace duties. • Greet your customer in a polite and friendly manner. • Use questioning and listening techniques to determine the customer’s needs. • Explain and match products and services to the customer’s needs. • Seek feedback from the customer about the customer service they have received. • At the end of each role play learnert need to gather feedback from the customer on quality service. • Make the customer a priority over other workplace duties. Role play 2 • Use conflict resolution techniques. • Prevent escalation.

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 14/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences • Refer to complaints-handling policy. • Identify ways to compensate dissatisfied customers according to customer complaints policy Role play 3 • Greet internal customer in a polite and friendly manner. • Use questioning and listening techniques to determine the internal customer’s needs or concerns. • Based on the job role, identify if learner are unable to meet the needs of the customer, and seek assistance from others, if necessary. • Recognise and resolve customer problems or delays and deficiencies in customer service. • Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility. • If necessary, refer service issues to a higher-level staff member for action in line with organisational procedures when necessary. • Explain what actions could be taken to ensure this does not happen again. • Seek informal feedback from customers. Role play 4 • Greet learner customer in a polite and friendly manner. • Use questioning and listening techniques to determine the customer's needs or concerns. • Based on the job role, identify if learner are unable to meet the customer's needs, and seek assistance from others, if necessary. • Recognise and resolve customer problems or delays and deficiencies in customer service. • Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility. • When necessary, refer service issues to a higher-level staff member for action in line with organisational procedures.

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 15/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences • Seek informal feedback from customers. Feedback Given to Student: Assessor’s Judgement: Result:  Satisfactory  Not Yet Satisfactory Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Name: Signature: Date:

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 16/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences Assessment Task 3 – Written Test This information which is in the Student Assessment pack is to be handed to each student to outline the assessment requirements. Student Instructions This is an open book written test. Therefore, you are allowed to bring books/ resources that can help you to answer the test. Your assessor will set a date and time for this open book written test. On the test date: 1. Your assessor will set ground rules including no phones, talking, etc. 2. Your assessor will pass a copy of the assessment to you. 3. Your assessor will allow time for reading and questions before commencing assessment. 4. You will have 1.5 hours for this assessment. You are not to leave the classroom within 15 minutes of commencement of the assessment. 5. Once assessment has commenced, no communication between students is allowed. 6. If you repeatedly talk, or are caught cheating, you will be removed from the classroom, and reported to student administration. Your assessment will be marked as “incomplete” 7. Remember – assessments are a participatory process, so your assessor can help re-word questions, but cannot lead to answers. 8. Once completed, your assessment will be marked accordingly. 9. In the event that a question is not answered correctly, your assessor will discuss the response with you to determine if you did not know the answer, or did not understand the question. 10. In order to achieve competency, all questions MUST be answered correctly. This assessment will be done on: _____________________

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 17/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences FOR ASSESSOR USE ONLY Assessment Task 3 – Written test Assessor Instruction: In order to achieve a satisfactory result, all questions that are mapped in the associated mapping document MUST be answered correctly. Please complete below Student Name: Student ID No: Date: Student Instructions Please refer to the instructions below regarding completing this assessment This is an open book written test. In the time allocated, you are to answer all of the following questions. Make sure you: • Print Clearly • Answer all questions • Use a pen. Assessments written in pencil will not be accepted. • Ask your assessor if you do not understand a question. Whist your assessor cannot tell you the answer, he/she may be able to re-word the question for you • Do not talk to your classmates. If you are caught talking, you will be asked to leave and your assessment will not be marked. • Do not cheat or plagiarise the work of others. Anyone caught cheating will automatically be marked Not Yet Competent for this unit. There are NO EXCEPTIONS to this rule. Questions 1 What could be considered aspects of a quality service experience? Please list at least 10.

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 18/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences 2 What affects the levels of customer needs? 3 When you are providing information on products and services to a customer, what might you need to advise them of? 4 What is the difference between a needs and a want in terms of customers?

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 19/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences 5 Why are quality control procedures necessary? 6 When we talk about people having a bad attitude what might we consider that fits in to that description? 7 What are the four types of communication techniques you could use with customers?

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 20/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences 8 As a customer service Manager in your organisation - when would you check actioning of special requests? 9 Who would you liaise with to ensure efficient service delivery?

Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 21/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences 10 Who would you share customer information with to ensure quality service delivery? 11 Why should you maintain profile on customers?

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 22/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 23/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences FOR ASSESSOR USE ONLY Assessment Task 3 – Written Test- Assessor Checklist This checklist is to be used when assessing the student in the associated task. This checklist is to be completed for each student. Student name: Student ID: Did the student answer the following questions? Satisfactorily Yes No 1 What could be considered aspects of a quality service experience? Please list at least 10. 2 What affects the levels of customer needs? 3 When you are providing information on products and services to a customer, what might you need to advise them of? 4 What is the difference between a needs and a want in terms of customers? 5 Why are quality control procedures necessary? 6 When we talk about people having a bad attitude what might we consider that fits in to that description?

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Student Assessment SITXCCS007 Version 2 Document Owner: Windsor College Pty Ltd Page 24/24 Date Modified: 16/07/2020 Windsor College Provider No: 41090 CRICOS: 03560K SITXCCS007 Enhance customer service experiences 7 8 What are the four types of communication techniques you could use with customers? As a customer service Manager in your organisation - when would you check actioning of special requests? 9 Who would you liaise with to ensure efficient service delivery? 10 Who would you share customer information with to ensure quality service delivery? 11 Why should you maintain profile on customers? Feedback to Student: Assessor’s Judgement: Result:  Satisfactory  Not Yet Satisfactory Assessor: I declare that I have conducted a fair, valid, reliable, and flexible assessment with this student, and I have provided appropriate feedback. Name: Signature: Date:

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SITXCCS007_Student Assessment_171021

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