Unit of competency Outline

Date retreived
21/07/2026 11:37 PM AWST

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Interact with floristry customers

Interact with floristry customers

Unit of competency
National Code
SFLSOP007
State Code
AVG45
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
25/09/2015
View on TGA
State Implementation and Classification
Approved Date
01/02/2016
Field of Education
120301 - Social And Interpersonal Skills Programmes
Original Release Date
01/02/2016
Nominal Hours
25
Description
This unit describes the performance outcomes, skills and knowledge required to deliver customer service to floristry customers. It requires the ability to greet and serve customers and cover a range of customer service enquiries including routine customer problems. Service provision could be face-to-face, via electronic means or over the telephone.This unit applies to all floristry industry businesses including retail floristry shops, studio or online businesses. It applies to floristry assistants who work under close supervision and with guidance from more experienced and senior florists. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Greet and serve customers.
  • 1.1 Prioritise customers over other workplace duties.
  • 1.2 Greet customers in a polite and friendly manner within designated response times.
  • 1.3 Communicate with customers clearly and concisely using appropriate communication medium.
  • 1.4 Use questions and actively listen to customer responses to determine their needs.
  • 1.5 Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.
  • 1.6 Show interest in customer needs and maintain a welcome customer environment during service delivery.
  • 1.7 Explain and match floristry products and services to customer needs.
2. Work with others to deliver service.
  • 2.1 Follow directions of supervisors and managers to deliver quality service.
  • 2.2 Identify personal limitations in serving needs of customers and seek assistance from others.
  • 2.3 Resolve routine customer problems according to level of individual responsibility and organisational policy.
  • 2.4 Refer other service issues to relevant staff for action.
  • 2.5 Provide customer feedback to supervisors or managers.
3. Maintain personal presentation and hygiene.
  • 3.1 Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
  • 3.2 Practise high standards of personal presentation and hygiene.
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State Code National Code Title Type
AWP3 SFL20115 Certificate II in Floristry (Assistant) Qualification
BOG8 SFL20125 Certificate II in Floristry (Assistant) Qualification