Saint Francis Institute of Computer Studies

INSTITUTIONAL ASSESSMENT
For

CUSTOMER SERVICES NC II

Surname: ________________ First Name: __________________________ M.I. _______

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RATING SHEET FOR DEMONSTRATION WITH ORAL QUESTIONING

Candidate’s Name:
Trainer’s Name:
Qualification Title Customer Services NC II
COC 1 Title PROVIDE SALES AND CUSTOMER SERVICES TO
CLIENTS/CUSTOMERS
Date of Assessment:
Time of Assessment
Instruction for demonstration: see attached instructions to the candidate
Materials and equipment: see attached list of supplies and
materials
During the demonstration of skills the candidate: Checked to show
if evidence is
demonstrated
Yes No N/A
 Prepared display labels/tickets*   

 Placed, arranged and displayed price tickets and labels*   

 Placed and arranged merchandise*   

o Maintained displays*   

o Protected merchandise   

 Delivered services to customers   

o Responded to customer complaints   

o Received and processed sales orders   

o Identified customers special requirements   

 Applied product knowledge   

o Approached customer   

o Gathered information   

o Sold benefits   

 Overcame rejections   

 Close sales   

o Maximized sales opportunities   

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 o Received and processed incoming goods.   

o Rotated stocks   

o Place and rotated merchandise   

 Recorded stock   

o Dispatched goods   

SPECIFIC INSTRUCTIONS FOR THE TRAINEE

QUALIFICATION:
CUSTOMER SERVICES NC II

Certificate of PROVIDE SALES AND CUSTOMER SERVICES TO

Competency 1 CLIENTS/CUSTOMERS

INSTITUTIONAL ASSESSMENT

1. Given the necessary equipment, merchandise, POS System, you are required to do the
following task during the Role Play
 Approach the customer
 Identify the customer needs
 Probe questions
 Offer something (Features, Advantages, Benefits)
 Encourage customers to patronize products and services

2. The Assessment shall be based on the units of competencies in the Training Regulations and
the Evidence Plan and shall focus on the evidence gathering method below:

 Observation/Demonstration with Oral Questioning

Date of observation:
Description of Approaching and Identifying Customer Needs
assessment activity:
During the demonstration of skills, the If yes, tick the box
candidate..

 Delivered services to customers

o Responded to customer complaints 

o Received and processed sales orders 

o Identified customers special requirements 

 Applied product knowledge

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 o Approached customer 

o Gathered information 

o Sold benefits 

 Overcame rejections 

 Close sales

o Maximized sales opportunities 

o Received and processed incoming goods. 

RATING SHEET FOR OBSERVATION/DEMONSTRATION WITH ORAL

QUESTIONING

Questions to probe the student’s underpinning knowledge

The candidate should answer the following questions : Satisfactory

response
YES NO

1. How do you arrange the merchandise according to size and  

color?

2. What is FIFO? How does it help in stock rotation?  

3. Why are the prices hidden in some apparel?  

4. What will you do if the customer is looking for something that is  

not available in your store?

5. What is the SOP in receiving and giving the change to the  

customers?

6. How do you process credit card payments? What are the things  
that you ask for the customer?

7. What are the four types of customers?  

8. How would you treat senior citizens and PWDs?  

9. What is the importance of rotating the stocks?  

10. What is the importance of probing?  

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  
Satisfactory Not Satisfactory
Feedback to the candidate:

The candidate’s overall performance was:


 Not Satisfactory
Satisfactory
Trainee’s Name & Signature: Date:

Trainer’s Signature: Date:

RATING SHEET FOR DEMONSTRATION WITH ORAL QUESTIONING

Candidate’s Name:
Trainer’s Name:
Qualification Title Customer Services NC II
COC 2 Title PROVIDE CASHIERING SERVICES TO CLIENTS/CUSTOMERS
Date of Assessment:
Time of Assessment
Instruction for demonstration: see attached instructions to the candidate
Materials and equipment: see attached list of supplies and
materials

During the demonstration of skills the candidate: Checked to show if

evidence is
demonstrated
Yes No N/A
 Receive and process sales orders   

o Used the POS system correctly   

o Used barcode scanner   

o Applied keyboard skills   

o Operated data entry equipment   

 Performed point of sale transactions   

o Completed Sales   
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 o Wrapped and packed goods   

o Maintained retail equipment   

 Removed sales from register/terminal   

o Reconciled sales   

o Dispatched goods   

SPECIFIC INSTRUCTIONS FOR THE TRAINEE

QUALIFICATION
: CUSTOMER SERVICES NC II

Certificate of PROVIDE CASHIERING SERVICES TO CLIENTS/CUSTOMERS

Competency 1
INSTITUTIONAL ASSESSMENT

1. Given the necessary equipment, merchandise, POS System, you are required to do the
following task during the Role Play

 Process sales order through the POS System, barcode scanner

 Process payments through cash and charge
 Pack merchandise
 Encourage customers to patronize products and services

2. The Assessment shall be based on the units of competencies in the Training Regulations and
the Evidence Plan and shall focus on the evidence gathering method below:

 Observation/Demonstration with Oral Questioning

Date of observation:
Description of PROVIDING CASHIERING SERVICES TO
assessment activity: CLIENTS/CUSTOMERS
During the demonstration of skills, the If yes, tick the box
candidate..

 Receive and process sales orders

o Used the POS system correctly 

o Used barcode scanner 

o Applied keyboard skills 

o Operated data entry equipment 

6
  Performed point of sale transactions

o Completed Sales 

o Wrapped and packed goods 

o Maintained retail equipment 

 Removed sales from register/terminal

o Reconciled sales 

o Dispatched goods 

RATING SHEET FOR OBSERVATION/DEMONSTRATION WITH ORAL QUESTIONING

Questions to probe the student’s underpinning knowledge

The candidate should answer the following questions : Satisfactory

response
YES NO

1. Why do you need to count the change before the customer  

leaves?

2. What is a barcode scanner? What does it do?  

3. Where do you usually put the price tag for an underwear?  

4. You are scheduled to leave at 6 pm. Your replacement  

worker doesn't show up. What would you do?

5. What is the SOP in receiving and giving the change to the  

customers?

6. How do you process credit card payments? What are the things  
that you ask for the customer?

7. A coworker calls in sick leaving you to work the shift alone with  
long lines. What do you do?

8. How is appearance important in the nature of your job as a  

cashier?

9. What is the importance of reconciling sales?  

10. What are the documents that you will need to do inventory and  
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 stock taking procedures?

11. Why is it important to issue official receipts?  

12. The customer is looking for a red high heeled stiletto  

pumps. The product is out of stock in your store. What will
you say and how will you say it to the customer?

13. Can you endorse the stock take to your manager? Why and  
why not?

 
Satisfactory Not Satisfactory
Feedback to the candidate:

The candidate’s overall performance was:

 
Satisfactory Not Satisfactory
Trainee’s Name & Signature: Date:

Trainer’s Signature: Date:

RATING SHEET FOR DEMONSTRATION WITH ORAL QUESTIONING

Candidate’s Name:
Trainer’s Name:
Qualification Title Customer Services NC II
COC 3 Title PROVIDE VISUAL MERCHANDISING AND DISPLAY SERVICES
TO CLIENTS/CUSTOMERS
Date of Assessment:
Time of Assessment
Instruction for demonstration: see attached instructions to the candidate
Materials and equipment: see attached list of supplies and
materials

8
During the demonstration of skills the candidate: Checked to show
if evidence is
demonstrated
Yes No N/A
 Prepared display labels/tickets   

o Place, arranged and displayed price tickets and   

labels
o Place and arranged merchandise   

o Maintained displays   

o Protected merchandise   

 Applied product knowledge   

o Approached customer   

o Gathered information   

o Identified customers special requirements   

 Established theme or concepts/develop display ideas   

o Identified the requirements of the display   

o Planned and executed displays   

o Maintained display   

RATING SHEET FOR OBSERVATION/DEMONSTRATION WITH ORAL

QUESTIONING

Questions to probe the student’s underpinning knowledge

The candidate should answer the following questions : Satisfactory

response
YES NO

1. What are other elements to improve the image of the store?  

2. Enumerate different display materials being used in visual  

merchandising?

3. How does windows display help in marketing the products?  

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 4. When does a store replenish its stock?  

5. What does the store do in out of season merchandise?  

6. What are other effective ways of advertising your store?  

7. How does the shop layout affect the customers in the store?  

8. Where do you place featured and seasonal items?  

9. What are other store fixture used in visual merchandising?  

10. How does color affect the visuals?  

 
Satisfactory Not Satisfactory
Feedback to the candidate:

The candidate’s overall performance was:

 
Satisfactory Not Satisfactory
Trainee’s Name & Signature: Date:

Trainer’s Signature: Date:

RATING SHEET FOR DEMONSTRATION WITH ORAL QUESTIONING

Candidate’s Name:
Trainer’s Name:
Qualification Title Customer Services NC II
COC 4 Title PROVIDE FOOD SERVICES TO CLIENTS/CUSTOMERS
Date of Assessment:
Time of Assessment
Instruction for demonstration: see attached instructions to the candidate
Materials and equipment: see attached list of supplies and
materials
During the demonstration of skills the candidate: Checked to show
if evidence is

10
 demonstrated
Yes No N/A
 Prepared display labels/tickets   

o Place, arranged and displayed price tickets and   

labels
o Place and arranged merchandise   

o Maintained displays   

o Protected merchandise   

 Applied product knowledge   

o Approached customer   

o Gathered information   

o Identified customers special requirements   

o Respond to customer complaints   

o Receive and process sales orders   

 Gathered information   

o Sold benefits   

o Overcame objections   

o Closed sales   

o Maximized sales opportunities   

o Received and process incoming goods   

RATING SHEET FOR OBSERVATION/DEMONSTRATION WITH ORAL

QUESTIONING

Questions to probe the student’s underpinning knowledge

The candidate should answer the following questions: Satisfact

ory
548888888888888888888888888888888888888888888888888888888888888 response
888888000000000000 YE N
S O

1. How do you pack frozen foods?  

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 2. What is shelf life?  

3. What are the materials used to pack goods?  

4. When does a store replenish its stock?  

5. How do you store perishable goods?  

6. What do you do first when you received a delivery?  

7. What is credit request documentation?  

8. What is stock taking and why is it important?  

9. What are other store fixture used in visual merchandising?  

10. What will you do if a customer bought an expired item?  

11. How will the store handle damaged, deteriorated, spoiled and outdated  
stock? What are the corrective actions?

12. What is the ideal temperature to store frozen products?  

13. What do you mean by optimum stock levels  

 
Satisfactory Not Satisfactory
Feedback to the candidate:

The candidate’s overall performance was:

 
Satisfactory Not Satisfactory
Trainee’s Name & Signature: Date:

Trainer’s Signature: Date:

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