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 defined capability and know when to seek advice from others
    • The individual understands what they are competent to do and what they are not competent to do. They seek advice from a supervisor if work they have been asked to do is outside their capability or if they are unsure about how to proceed. They practice the 'responsible no' and do not carry out work that they are not competent to do.
  • Work effectively individually and as part of a team
    • The individual takes responsibility for their own actions and works with the rest of their team to get the job done. They manage their own time effectively, keep their work area clean and tidy, comply with organisational requirements and procedures, and communicate effectively through oral, written or electronic means as appropriate.
  • Undertake defined personal development activities to maintain currency of competence
    • The individual keeps up to date with any personal development activities required, ensuring that their skills, knowledge and experience remain up to date.
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
  • Follow organisational processes for highlighting and resolving inaccurate or incomplete product information
    • The individual knows what the processes are, why they are important and follows the processes in place
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:

  • Understand 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

To provide evidence, you may complete:

  • IFE Level 2 Certificate in Passive Fire Protection
  • IFE Level 2 Award in Passive Fire Protection
    • Any one or more of the awards currently on offer
  • IFE Level 3 Certificate in Passive Fire Protection
Core abilities
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Limits of responsibility for answering product queries (a)

You must:

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

You must:

  • Know where to find basic information on passive fire protection products
  • Know how to relay information on passive fire protection products
  • Know the impact of getting information wrong
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 party certification
  • Understand the importance of escalating non-routine or complex product queries
  • Know how to escalate non-routine or complex product queries

You must be able to:

  • Interpret customer queries
  • Locate information about passive fire protection products
  • Identify where a query is non-routine or complex and needs to be addressed by a specialist
  • 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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