CRICOS Provider Code 02934D
Page 8 of 25 RTO Number 121952
BSBCUS201 Deliver a service to customers
Student Assessment
BSBCUS201 Deliver a service to customers
HL37215 Certificate III in Pathology Collection
Student Assessment – Version 5.0 July 2021
ASSESSMENT TASK 1 QUESTIONING
| Student Details | |
| I have read and understand unit information and assessment instruction | |
| Student ID | Date |
| Student Name |
| Assessment Information | |
| Conditions of Assessment |
The student will have access to the relevant learning resources, listed under the learning resource of this document, for this assessment. Responses to the questions must be typed. |
| Student Instructions for completion |
This task requires you to complete a written response knowledge assessment. You are required to answer all questions correctly in Assessment Task 1 Questioning. The questions within this assessment relate directly to the integrated knowledge contained within the unit of competencies and are fundamental to dge and performance evidence. Use of correct grammar and spelling is required to demonstrate foundation skills, so please ensure to proofread your answers prior to submission. You may have up to three (3) attempts to receive a Satisfactory outcome for this assessment. Failure to receive the Satisfactory outcome after the three (3) attempts, the result for the unit will be deemed Not Yet Satisfactory, and you must re-enroll and repeat the unit to be eligible to be assessed again. APA referencing must be used where original sources have been used. Do not copy and paste text from any of the online sources. SCEI has a strict plagiarism policy and students who are found guilty of plagiarism, will be penalised. The written assessment standards (8.2) outlined in the PP77 Assessment policy and procedure apply to this assessment task. |
| Explanation of the common command words used in the Assessment Task |
List / identify / state / give = present in brief form Outline = provide the main facts about something, more than naming, but not a detailed description Describe = Provide full details of characteristics and/or features, more needed than an outline or than a list Explain / Discuss = Provide a reasonable argument to discuss cause and effect and/or make links between things clear in your own words Analyse = Identify parts, the relationship between them, and their relationships with the whole. Draw out and relate implications Demonstrate = Present, show or illustrate through example or action |
CRICOS Provider Code 02934D
Page 9 of 25 RTO Number 121952
BSBCUS201 Deliver a service to customers
Student Assessment
BSBCUS201 Deliver a service to customers
HL37215 Certificate III in Pathology Collection
Student Assessment – Version 5.0 July 2021
1. Identify how you would acknowledge and greet customers in a professional, courteous and concise manner
according to organisational and legislative requirements (including verbal and non-verbal actions) (Select
one (1)):
a. Saying good morning/afternoon
b. Welcome to SCEI pathology collection clinic
c. My name is
d. Learners must demonstrate non-verbal communication such as eye contact
e. Learners must demonstrate non-verbal communication such as smiling
f. All of the above
2. To maintain personal dress and presentation as a Pathology collector in line with organisational
requirements, list at least two (2) things the pathology collector should do.
3. Identify at least three (3) appropriate interpersonal skills that a Pathology collector could use to
communicate accurate and relevant information to the customer.
| Assessment Procedure |
You will be provided with a briefing on the assessment and the opportunity to seek clarification on the conduct of the assessment. You may seek clarification at any point in time during the assessment task. If you feel you need more time to complete the assessment, you must negotiate the time needed with the assessor prior to the assessment due date. Following the assessment, your responses will be assessed and marked as appropriate. Where responses have been assessed in one (1) or more questions as unsatisfactory, students will be required to resubmit these questions. For more information, detailed information can be found in PP77 Assessment Policy and Procedure |
| Due Date | 14 days after the unit completion date as outlined in the PP77 Assessment Policy and Procedure. |
CRICOS Provider Code 02934D
Page 10 of 25 RTO Number 121952
BSBCUS201 Deliver a service to customers
Student Assessment
BSBCUS201 Deliver a service to customers
HL37215 Certificate III in Pathology Collection
Student Assessment – Version 5.0 July 2021
4. Provide an example for the headings identified below, which you may need to take into consideration when
maintaining sensitivity to customer specific needs as a Pathology collector.
5. Briefly explain why it is important to establish a professional rapport / relationship with customers and to
express a genuine interest in their needs/requirements.
6. Identify which of the following are appropriate methods to assist a Pathology collector in assessing and
delivering customer needs. (Select one (1)):
a. Use appropriate questioning and active listening to determine customer needs
b. Assess customer needs for urgency to identify priorities for service delivery
c. Provide customer with information about available options for meeting customer needs and
assist customer to identify preferred option/s
d. All of the above
7. When identifying personal limitations in addressing customer needs, identify what the Pathology collector
should do. (Select one (1)):
a. should seek assistance from designated persons where required
b. should not seek assistance from designated persons where required
c. should perform the task to the best of their ability
d. All of the above
8. Identify the correct response/s for the following:
a. Providing a prompt service to customers to meet identified needs in accordance with organisational
| Example |
| a. Culture |
| b. Family |
| c. Individual differences |
CRICOS Provider Code 02934D
Page 11 of 25 RTO Number 121952
BSBCUS201 Deliver a service to customers
Student Assessment
BSBCUS201 Deliver a service to customers
HL37215 Certificate III in Pathology Collection
Student Assessment – Version 5.0 July 2021
requirements is important?
Yes / No
b. Providing information regarding problems and delays, and follow up within appropriate timeframes
is not necessary
True / False
c. To communicate with customers in a clear, concise and courteous manner is important.
Yes / No
d. Identifying opportunities to enhance the quality of service and products, and take action to improve
the service whenever possible is not necessary.
Yes / No
e. Promptly recognising customer feedback and handling it sensitively according to organisational and
legislative requirements is important because: select one
1. often so that the organisation can solve issues quickly
2. Confidentiality issue
3. a & b
4. none of the above
f. Accurately recording any feedback and communication between customers and the organisation
according to organisational standards, policies and procedures and legislative requirements is
important.
Yes/ No
g. Is it important to identify any unmet customer needs and discuss the suitability of other
products/services?
Yes / No
h. Is it necessary to support customers to make contact with other services according to organisational
policies and procedures?
Yes / No
9. Identify at least two (2) legislation frameworks that are relevant to each of the topic descriptions outlined
below.
| Relevant Legislation from all forms of Government |
Topic Description |
| Discrimination on the basis of race, colour, sex, religion, political opinion, national extraction, social origin, age, medical record, criminal record, marital or relationship status, impairment, mental, intellectual or psychiatric disability, physical disability, nationality, sexual orientation, and trade union is illegal in Australia |
|
| Privacy is an Australian law which regulates the handling of personal information about individuals. Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. |
|
| The Act sets out the key principles, duties and rights in relation to occupational health and safety. The general |
CRICOS Provider Code 02934D
Page 12 of 25 RTO Number 121952
BSBCUS201 Deliver a service to customers
Student Assessment
BSBCUS201 Deliver a service to customers
HL37215 Certificate III in Pathology Collection
Student Assessment – Version 5.0 July 2021
10. Identify how you would handle customer complaints in the workplace in a Pathology collection environment.
(select one)
a. Pathology collector should follow organizational policies and procedures related to customer
service
b. Handle complaints in a timely manner and inform relevant personnel.
c.
d. All of above
| nature of the duties imposed by the Act means that they cover a very wide variety of circumstances, do not readily date and provide considerable flexibility for a duty holder to determine what needs to be done to comply. WHS / OH&S acts, regulations and codes of practice. In Australia, Safe Work Australia and Workplace Health and Safety (WHS) authorities in each state or territory have responsibilities for enforcing WHS/OHS legislation (acts and regulations) |