You have been given a position as a sales person in a retail industry business that sells health products and is attached to a clinic. The skills and knowledge you are required to have include how you interact with employees and customers that relate to the front line service roles and includes competency required to contribute to quality customer service standards within an organisation. This assessment requires evidence of you delivering services to customers. It involves being able to clearly articulate systems and standards in a team environment using language suitable to diverse audiences and employs listening and questioning techniques to confirm understanding. 1 Write plan for a work team activity to meet customer needs. This is to include resources required to make improvements and introduce a new procedure or amend a current procedure to improve customer service