Dance & Performing Arts Revision — Pearson EDI QCF
Complete Pearson EDI QCF Dance & Performing Arts specification revision resources. Tailored syllabus coverage with topic breakdowns, quizzes, and practice questions.
Specification Topics
- Deal with customers across a language divide
- Give customers a positive impression of yourself and your organisation.
- Deal with customers using bespoke software
- Ensure responsibility for actions to reduce risks to health and safety
- Resolve customer service problems
- Maintain and deal with payments
- Deal with customers in writing or electronically
- Assist with incidents and emergency procedures
- Provide point of sale service within a cultural venue
- Understanding the core knowledge needed by those who work with children and young people
- Deliver customer service to difficult customers
- Operate radio communications equipment
- Clean service areas within a cultural venue
- Dealing with waste, recyclables, lost property and suspicious packages
- Prepare and clear the bar area
- Check stock levels and sort out problems with stock levels in a retail environment
- Understanding the core knowledge needed by those who work with children and young people, and its impact
- Promote additional services or products to customers
- Dealing with Bookings
- Serve alcoholic and soft drinks
- Recognise diversity when delivering customer service
- Prepare and serve wines
Top Exam Board Tips
- In role-play assessments, always begin by politely acknowledging the language barrier to establish a supportive tone.
- Familiarise yourself with a small set of common phrases in the most frequently encountered languages in your local area.
- Practise using closed questions and visual cues, such as pointing to seat numbers or using a smartphone map, to minimise misunderstandings.
- Review your theatre's accessibility policy regarding language support to demonstrate knowledge of institutional procedures.
- Practise role-playing a variety of front-of-house scenarios, including dealing with latecomers or accessibility queries, to build confidence in spontaneous interactions.
- Thoroughly familiarise yourself with the venue’s current and upcoming events, layout, and health and safety procedures so you can answer questions instantly and accurately.
- Observe experienced front-of-house staff and note subtle techniques they use to build rapport, such as using a customer’s name or referencing shared enthusiasm for a production.
- In role-play assessments, verbally explain what you are doing on the system as you perform each step—this demonstrates your understanding even if the software is simulated.
- Always start by politely identifying the customer's needs before accessing their record; assessors look for a structured approach that puts the customer first.
- Familiarise yourself with common troubleshooting steps for typical software issues (e.g., frozen screen, printing failure) as this may be assessed to show resilience and problem-solving.
Common Mistakes to Avoid
- Assuming a customer understands instructions without seeking confirmation, leading to errors or dissatisfaction.
- Speaking loudly or slowly in a condescending manner instead of using clear, simple language and visual support.
- Relying solely on verbal communication without incorporating gestures, written notes, or digital aids.
- Failing to check for available translation resources or pre-prepared multilingual materials before the interaction.
- Delivering scripted greetings without genuine warmth or personalisation, making the interaction feel impersonal.
- Overlooking non-verbal cues—such as avoiding eye contact or slouching—which can undermine a professional image.
- Providing outdated or incorrect information about shows or policies due to insufficient product knowledge.
- Failing to maintain a positive demeanour when faced with challenging or upset customers, leading to escalation of issues.
Key Terminology & Definitions
- Non-verbal communication strategies
- Use of translation technology and aids
- Cultural sensitivity and etiquette
- Accessibility and inclusion compliance
- Rapport building techniques
- Professional presentation and grooming
- Verbal and non-verbal communication
- Handling customer enquiries
- Organisational branding and values
- prepare to deliver customer service using bespoke software, deliver customer service using bespoke software, understand how to deal with customers using bespoke software
- Be able to identify the hazards and evaluate the risks in the workplace., Be able to reduce the risks to health and safety in the workplace, Understand how to reduce risks to health and safety in the workplace
- Problem identification
- Solution evaluation
- Conflict resolution
- Service recovery