Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to

Store policies and procedures in regard to:
sales and service delivery

Policies and procedures may involve:
service standards
staff presentation
customer complaints
staff induction
customer service and sales training

Sources of supply may include:
people
external organisations
internal departments/teams

Resources may include:
people
material
equipment/technology
financial
external consultants

Customers may include:
external
internal

Service and products may include:
current
potential

Negotiations may be conducted by:
face to face contact
correspondence
meetings
telephone
email

Specifications for services and products may involve:
quality
quantity
coverage/content
time schedules/scales
cost

Specifications may include:
customer agreements
operational means for meeting agreements
specific functional duties within the organisation

Specifications, recommendations and information may be communicated to:
higher level managers
subordinates
colleagues, specialists, staff from other departments
external organisations which have a health, safety or environmental responsibility
government bodies

Feedback may be sought and given:
verbally
in writing

Analysis methods may be:
quantitative
qualitative

Factors which disrupt operations may include:
supply
operational resources
quality of materials

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Maintains, monitors and evaluates sales and service delivery.
Communicates sales and service targets/plans and provides feedback on operations and outcomes to relevant personnel.
Proactively improves sales and service delivery operations.
Interprets and maintains data on sales and services delivery.
Negotiates and arranges supply of goods according to store policies and procedures.
Authorises pricing and payment agreements according to store policies and procedures.
Maintains, monitors and evaluates supply of stock.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:

Store policies and procedures in regard to:
sales and service delivery
supply specifications
quality assurance and control
stock maintenance and control
pricing
Store merchandise and service range
Store merchandising plan
Range and availability of new products and services
Customer demand and market trends
Product quality standards
Relevant legislation and statutory requirements
Relevant industry codes of practice
Occupational health and safety legislation/regulations/codes of practice
Pricing procedures including Goods and Services Tax (GST) requirements
Principles and techniques in:
purchasing and supply specifications
stock control

Skills in:

Interpersonal communication skills
Negotiating with suppliers and customers
Presentation skills
Using new technology
Literacy skills in regard to:
researching, analysing and interpreting a broad range of written material
preparing reports
documenting results
Numeracy skills in regard to:
interpreting and maintaining data

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRO2B can be assessed with other units that make up a particular job function.

Evidence gathering methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources required
A retail work environment
Relevant documentation, such as:
store policy and procedures manuals
sales and service delivery targets/plans
records of sales service
legislation and statutory requirements
industry codes of practice
occupational health and safety legislation/regulations/codes of practice
Access to suppliers
Access to a team

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this competency standard. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
By communicating policies and procedures to suppliers, staff and management. (3)

Collecting analysing and organising information
Monitoring sales and service targets/plans requires information to be collected, analysed and organised. (3)

Planning and organising activities
Through identifying suppliers, monitoring stock and pricing arrangements. (3)

Working with others and in teams
Communicating with staff and maintaining sales and service requires team work. (3)

Using mathematical ideas and techniques
Maintaining sales and service targets/plans requires use of mathematical ideas and techniques. (3)

Solving problems
Identifying and resolving customer complaints requires problem solving skills. (3)

Using technology
Completing accurate records and maintaining equipment requires use of technology. (3)