Assessment task description

 This is the second (2nd) of the four assessment tasks you must successfully complete to
be deemed competent in this unit of competency.
 Parts of this task must be conducted in a simulated work environment, which will be
recreated and observed in the classroom/online using video conferencing software like
zoom or meet by your assessor.
 This assessment is made up of two (2) parts.

Task Location
Part A – Role play: Identify team purpose, To be conducted in simulated work environment
roles, responsibilities and accountabilities under the supervision of Assessor at Gen Institute
Will be conducted in simulated work environment
Part B – Develop a team performance plan
under the supervision of Assessor at Gen Institute

 You must attempt all criteria to the required level, e.g., assessment criteria mentioned in
the performance checklist to be deemed satisfactory in this task.
 You must complete this task by following all given instructions, for the trainer/assessor to
assess competency in this assessment task.

Applicable conditions

 You will need to complete this project in your own time unless specified to be conducted
in simulated work environment and submit it as per the Gen Institute’s requirements.
 You must complete the task independently.
 You can refer to the textbook, learning materials or your research of external resources in
completing this task.
 Time limit for role plays is 10 minutes, unless otherwise specified.
 The Trainer/Assessor may ask you relevant questions on this assessment task to ensure
that this is your own work, or to confirm your knowledge to close any gaps they may
identify as not evidenced in your written responses.
 The Trainer /Assessor will assess your practical skills, technique and knowledge as you
complete this assessment task.
 All criteria listed in the performance checklists guide must be completed satisfactorily to
the standard described.
 No marks or grades are allocated for this assessment task. The outcome of the task will
be Satisfactory or Not Satisfactory.
 You must express all answers/responses in your own words or acknowledge the sources
of reference materials used where necessary.

Resource requirements:

You will need the following materials/ resources for this task:

 Textbook/ Online learning resources

  Computer with internet access for research purposes and word processing
 Interaction with others for role play
 Flipcharts, butcher’s paper, markers, etc. as required for brainstorming activity
 Access to an online video conferencing program such as Zoom or Skype, in case
assessments are conducted remotely

Appendix A: Team Performance Plan Template

Scenario

The Lollipop Shop is a company which supplies its customers with the best of Australian and
overseas lollies, drinks, candy and party goods. The company has several stores throughout
Victoria and also has an online store. The company prides itself on a vast range of products as
well as their exceptional customer service and product knowledge.

The following are extracts from the Strategic Business Plan of The Lollipop Shop:

Vision

The Lollipop Shop will be a community-oriented establishment that brings people together for a
sweet, as well as healthy, experience.

Mission

The mission of The Lollipop Shop is to be valued as Melbourne’s favourite candy store chain,
by selling high quality products that everyone, including those who have special dietary
requirements, will enjoy.

Values

 Quality and customer oriented

 Innovative and dynamic
 Reliable and principled
 Equality and diversity
 Sustainability.
Figure 1 The Lollipop Shop Organisational Chart

Background

The Lollipop Shop was established in 2005 by the owner John Sweetman. Starting with one
store in suburban Melbourne, he has multiplied the business manifold and now this business has
three stores and a thriving online store. Over the last few years, The Lollipop Shop has gained
over its competitors by introducing a range of alternatives to the traditional sweets, such as
sugar free, vegan, gluten free, etc.

Strategic goals

The senior management of the company recently has finalised the business plan for 2021-2023.
The following is an extract of the business plan:

Over the next 12 months, The Lollipop Shop is aiming to:

 Increase turnover by 30% by:

 introducing new products including a range of “healthy” lollies that have added nutrients
or are sugar free
 increasing average purchase value/ customer spend from $8 per person per visit to $12
per person per visit

 increase diversity of customer base by encouraging corporate customers and customers

with special dietary needs.
 Increase efficiencies of sales and stock control by:

 purchasing and installing a new computerised till with Point of Sale (POS) software
 training staff on the use of the POS
To execute this plan, the General Manager has asked the four Store Managers to develop a
performance plan for their respective teams.

You are the newly appointed Store Manager for Melbourne City store of The Lollipop Shop.
You lead a team of six sales assistants. (Refer to the position descriptions given in the scenario).

Working under the direction of General Manager, your role is to manage the store staff and
coordinate business activities, such as pricing and the display of products to ensure the set sales
targets are achieved. You also ensure your team provides effective customer service.

The following are the job descriptions of various team members:

General Manager

The General Manager’s role is to ensure strategic goals are met by setting operational policies,
creating and maintaining budgets and managing employees.

The General Manager’s responsibilities are:

 Develop strategic plans for optimised productivity

 Review and improve organisational effectiveness by developing processes, overseeing
employees, establishing a highly motivated work environment, and creating innovative
approaches for improvement
 Uphold standards of excellence and quality
 Seek out opportunities for expansion and growth by developing new business
relationships
 Adding to the range of products and services, by sourcing new products from all over the
world and introducing innovative services
 Provide guidance and feedback to help others strengthen specific knowledge/skill areas
 Develop, implement, and maintain budgetary and resource allocation plans
 Delegate responsibilities to the employees to perform them while enforcing all policies,
procedures, standards, specifications, guidelines, training programs, and cultural values
 Resolve internal staff conflicts efficiently and to the mutual benefit of those involved

Store Manager

The Store Manager runs store by carrying out marketing and operational plans and monitors
daily operations to boost and generate sales. He/she should work closely with members of the
marketing and the sales team to execute marketing strategies and complete sales targets
respectively.

The following are the main responsibilities of the Store Manager:

 Develop store strategies to raise customers’ pool, expand store traffic and optimize
 profitability
 Meet sales goals by training, motivating, mentoring and providing feedback to sales staff
 Ensure high levels of customer satisfaction through excellent service
 Complete store administration and ensure compliance with policies and procedures
 Maintain outstanding store condition and visual merchandising standards
 Report on buying trends, customer needs, profits, etc.
 Propose innovative ideas to increase market share
 Conduct personnel performance appraisals to assess training needs and build career paths
 Deal with all issues that arise from staff or customers (complaints, grievances etc)
 Be a role model for the store staff

Sales Assistant

A sales assistant’s role requires a high level of customer interaction as they act as primary point
of contact for customers, answering phone and email enquiries, resolving complaints and
processing orders in an efficient and timely manner. Therefore, sales assistants should have
good customer facing and communication skills.

Their main responsibilities are to:

 Greet customers who enter the store

 Determine customer requirements and advise on product range, alternatives, price, etc.
 Work within established guidelines, particularly with specific brands
 Demonstrate and explain to customers the establishment's goods and services
 Accept payment for goods and services by a variety of payment methods and preparing
sales invoices
 Work within established guidelines, particularly with specific brands
 Deal with customer refunds
 Deal with customer complaints.
 Balance cash registers with receipts
 Maintain customer sales records and profiles for targeted advertising
 Identify customer buying trends
 Work as a team with others, offering guidance and support as well as delegating tasks
 Assist with the ongoing management of stock such as product inventories and
participating in stocktakes
 Stack and display goods for sale
 Keep the store tidy and clean, this includes vacuuming and mopping
 Maintain security within the store and be on the lookout for shoplifters and fraudulent
credit cards etc.

Part A: Role-play - Identify team purpose, roles, responsibilities and accountabilities

The General Manager has asked you to facilitate a brainstorming session with your team to
discuss and document team actions to achieve the strategic goals.

The purpose of the brainstorming activity is to consult team members to identify a team purpose,
roles, responsibilities and accountabilities in accordance with organisational goals, plans and task
objectives.

You must read the scenario above and prepare for the following activities.

Conduct a brainstorming session

In groups of 5, you and your classmates must take turns in leading a brainstorming session, no
longer than 10 minutes, to discuss and document the team actions to achieve the strategic goals.

This is a role play, and:

 your assessor will organise a time and place for the brainstorming activity and divide the
class into groups of 5 for the purpose of this assessment activity
 each student in a group will take turns to play the role of Store Manager and get 10
minutes to lead the discussion during the activity, with all other group members playing
the roles of sales assistants in the sales team
 your assessor will assess each individual student’s performance in a separate
Brainstorming Observation checklist.

When it is your turn to play the role of Store Manager and lead the brainstorming session, you
must:

 welcome the group and introduce the purpose of the brainstorming session
 briefly summarise the background of the organisational goals, plans and objectives
 facilitate constructive communication within the team by:
o establishing the expectation of proactive communication from all team members,
at the start of the session
o encouraging team members to participate in the discussion to articulate their ideas
o encouraging team members to identify and agree on the team purpose, roles,
responsibilities and accountabilities of the members
o showing respect for the opinions, values and particular needs of others identifying
and resolving problems
o providing feedback and recognition on team members’ ideas
 gain consensus on:
o team purpose
o roles
o responsibilities and accountabilities of the members

You will be provided with flipcharts, butcher’s paper, markers, etc. for the brainstorming activity

In case the assessment is to be conducted online, you will need to ensure access to:
  a computer that has Internet access
 Online video conferencing software such as Zoom or Skype
 note pad and pen

Your assessor will observe your performance as Store Manager, leading the discussion, and
assess you using the Brainstorming Observation Checklist for this task.

Prior to the assessment, read the Role Play Observation Checklist to understand the standard of
performance expected of you in this assessment task.

Submission requirements

At the end of this part, you must submit a Brainstorming Observation Checklist completed by
your assessor, signed by you and your assessor.
Part B – Develop a team performance plan

Scenario

The General Manager has asked you to develop a team performance plan, based on the brain storming
discussions and team purpose, roles, and responsibilities that you have established.

The purpose of the plan is to establish goals and key performance indicators, and also record the actions
required to achieve these goals.

1. Prepare a team performance plan

 Develop a team purpose statement for the Melbourne City store team, based on the common
understanding the team members have agreed on during the brainstorming session and addressing the
following questions:
o What is it that we are going to do?
o Who are we doing it for?
o Why are we doing it?
o Does this support our purpose and the organisation’s goals?

 Select three goals that are linked to the organisation’s overall strategic goals, and prepare a draft of a
Team Performance Plan for achieving team outcomes for the next 12 months, using the template
provided to you. You must ensure that they are SMART goals.
 Determine at least two Key Performance Indicators (KPIs) for each goal, such as improved individual
and team performance, improvements to systems, targets for productivity improvements such as
improved delivery times, reduced downtime, targets for training and development.
 Allocate roles and responsibilities of different team members.
 Determine support measures such as mentoring, coaching, training, meetings, etc. for your team
members to achieve expected performance.
 Decide on how the plan will be monitored and evaluated.

To complete the plan, you must read the business scenario of The Lollipop Shop, as described at the start of
Assessment 2.

You must also refer to the notes you have prepared on the brainstorming session.

You will need to use the Team Performance Plan Template provided in Appendix A to record the team actions
and other details.

2. Distribute team performance plan

Your team performance plan needs to be shared with the team to ensure everyone on the team is familiar with
the plan, clear about the strategy, comfortable with their roles, and in tune with exactly what has to be done to
be successful.

You need to assure them of the organisation’s support in achieving the goals, by mentioning the details of the
support activities.

You also need to invite feedback from team members, which will make them feel included and involved with
the process.
Assuming that you are to send the team performance plan by email to the team members, you are required to:

a. Prepare a covering email, which:

 briefly introduces the attached team performance plan and how it serves the broader goals / objectives
of the organisation
 summarises activities included in the plan to support team members in meeting expected performance
outcomes
 invites feedback on the plan and suggestion for improvement.

b. Attach the team performance plan to the email and send it to the CEO (your assessor) at an email address
specified by your assessor.

You should ensure the email is written effectively in clear and correct English.

Submission requirements

At the end of this task, you must submit the following, to your assessor:

 Team performance plan

 Covering email