Answer complex product queries in relation to fire resisting glazing

Sell & distribute | SD008

This activity is about answering complex queries regarding fire resistant glazing. Complex queries are considered to be those where the information required to answer them is not available through product websites or data sheets and other information e.g. details of classification and 3rd party certification needs to be used. This might include explaining interfaces between products, and providing advice and guidance on which products are suitable for which applications, considering environment, lifetime and compartmentation design.

Culture & behaviour

Core abilities

Culture & behaviour
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Effective working behaviours

You must:

  • Work within limits of own capability and know when to seek advice from others
  • Manage own time effectively
  • Work effectively individually and as part of a team
  • Communicate effectively
  • Undertake personal development activities to maintain currency of competence
Culture & behaviour
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Sales & distribution behaviours

You must:

  • Challenge unsafe behaviours and activities, and report where necessary
  • Work in accordance with quality requirements and challenge where they are not being met
  • Act ethically to ensure safe outcomes
Culture & behaviour
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Leadership behaviours for sales & distribution

You must:

  • Demonstrate effective leadership
Currency of competence
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Experience answering complex product queries on fire resistant glazing

You must have:

  • 5 instances of correctly answering complex product queries relating to fire resisting glazing, per year
Core abilities
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Core passive fire knowledge

You must:

  • Know the importance of passive fire protection in safeguarding buildings and people
    • To include: compartmentation; how PFP impedes fire to protect structures and people.
  • Know suitable vocabulary to discuss passive fire protection products
Core abilities
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Using product testing information

You must:

  • Understand how information on system performance can contribute to product selection
    • To include: third party certification, fire test evidence, classification
  • Know how to match products with customer requirements according to accepted / certified use
Core abilities
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Limits of responsibility

You must:

  • Know that you can make a construction product choice, substitution or recommendation, based on published product information
Specific abilities
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Finding and interpreting information on fire resisting glazing

You must:

  • Know common materials used in fire resisting glazing
  • Know where to find detailed information on passive fire protection products, relating to fire resisting glazing
  • Know how to interpret detailed information on fire resisting glazing
    • To include: Characteristics, quality, uses, limitations
  • Understand where information about interfaces between fire resisting glazing and other systems has been provided, and the consequences of interfaces
  • Know organisational processes for highlighting and resolving inaccurate or incomplete product information and why it is important that they are followed
  • Know the impact of getting information wrong
Specific abilities
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Collect information on customer requirements

You must:

  • Know the organisational processes for escalating queries and why it is important that they are followed
  • Understand that queries should be escalated when product don't appear to match stated use cases or performance

You must be able to:

  • Question customers to clarify their needs
  • Collate information on customer requirements
    • To include: where and how the product is to be used, the type of building that the product is to be used in, the environment that the product is to be used in, required performance characteristics
  • Escalate queries where customer requirements cannot be met through existing, published product information
  • Record information according to organisational processes
Specific abilities
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Answer complex product queries relating to fire resistant glazing

You must be able to:

  • Locate product information for fire resisting glazing and interpret against customer requirements
  • Make recommendations for fire resisting glazing to meet customer requirements, based upon stated product performance

Currency of competence

Specific abilities

Culture & behaviour

Core abilities

Currency of competence

Specific abilities

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