Answer routine and well defined product queries

Sell & distribute | SD001

This activity is about answering questions regarding passive fire products, where the answers are based on published information available on product webpages or product data sheets. This might include questions around what a product does, the size of a product, the attributes of a product, whether or not a product is dangerous, or how a product should be stored.

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 routine and well defined product queries

You must have:

  • 5 instances of correctly answering routine and well defined product queries, 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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Limits of responsibility

You must:

  • Know that you cannot make a construction product choice, substitution or recommendation
Specific abilities
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Finding and interpreting basic information on passive fire protection products

You must:

  • Know where to find basic information on passive fire protection products
  • Know how to interpret information on passive fire protection products
  • Know the impact of getting information wrong
  • Know organisational processes for highlighting and resolving inaccurate or incomplete product information and why it is important that they are followed
Specific abilities
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Answer routine and well defined product queries

You must:

  • Know the difference between routine and well-defined product queries and complex product queries
    • A routine and well defined query is one that can be answered based on information published on a product web page or product data sheet. A complex query is one which requires more complex information to answer, e.g. classification or information from 3rd part certification
  • Understand the importance of escalating complex product queries
  • Know the organisational processes for escalating queries and why it is important that they are followed

You must be able to:

  • Interpret customer queries
  • Locate and interpret information about passive fire protection products
  • Identify where a query is non-routine or complex and needs to be addressed by a specialist
  • Use organisational procedures to escalate non-routine or complex product queries
  • Relay product information to customers accurately
  • Identify missing product information, and seek guidance to resolve issues

Currency of competence

Specific abilities

Culture & behaviour

Core abilities

Currency of competence

Specific abilities

This is a newly defined activity profile. If you have any comments, please get in touch.
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