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:
selling liquor products
Relevant sources of information may include:
store or suppliers product manuals
videos
tastings
product labels
wine shows
Internet
Store liquor product range may include:
wines
spirits
beers
liqueurs
premixed drinks
mixers
local goods
imported goods
Product information may include:
brand
type
style
basic production methods
regional origin
vintages
features
price
Store service range may include:
special occasion catering
tastings
hire or loan of glassware and other accessories
liquor delivery
Wine information may include:
style
grape variety
region
fermentation method
storage requirements
wine/food combinations
Customers may include:
people from a range of social, cultural or ethnic backgrounds and physical and mental abilities
regular and new customers
customers with routine or special requests
Spirit, liqueur and mixer information may include:
style
type
regional vintages
brands basic production methods
price

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:

Continually updates and applies product knowledge about current store liquor products contained in store manuals and manufacturers product labels to provide comprehensive advice to customers and staff.
Consistently applies store policies and procedures and industry codes of practice in regard to sales/customer service procedures and store trading hours.
Understands and applies store policies and procedures and consumer law and liquor licensing requirements, including record keeping.
Advises customers and informs sales team members of major characteristics of store range of liquor products, including style, type, fermentation method, regional vintages/characteristics, basic production methods and storage requirements.
Advises customers on store liquor services available to customers, including home delivery.

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/customer service
methods of dealing with special needs/requests of customers
customer complaints
Store liquor product range, including specials, house lines, new lines and seasonal promotions
Store product services

Relevant State/Territory legislation and statutory requirements including:

consumer law
liquor licensing requirements
proof of age
store Relevant industry codes of practice
Relevant occupational health and safety legislation/regulations/codes of practice trading hours

Skills in:

Interpersonal communication skills
Handling customers with special needs, including difficult or abusive, intoxicated and underage customers
Organising and providing liquor services to customers

Literacy skills in regard to:

reading and understanding product information
reading and understanding store policies and procedures

Numeracy skills in regard to:

estimating customer requirements and quoting for catering

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 WRRFS4B can be assessed with other units which relate to a specific 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 sources of product information

Relevant documentation, such as:

store policy and procedures manuals
industry codes of practice and relevant legislation
occupational health and safety legislation/regulations/codes of practice
Access to an appropriate range of liquor products and services
Access to a range of customers with different requirements

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 unit of competency. 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
Advising customers on product information and services requires communication of ideas and information. (2)

Collecting analysing and organising information
Developing product knowledge requires information to be collected, analysed and organised. (2)

Planning and organising activities
Arranging catering or other services requires activities to be planned and organised. (2)

Working with others and in teams
Organising store promotions and tastings requires team work. (2)

Using mathematical ideas and techniques
Mathematical ideas and techniques will be applied when pricing products and quoting on catering costs. (2)

Solving problems
Problem solving skills will be applied when identifying and dealing with intoxicated customers. (2)

Using technology
The use of technology will be applied when accessing product information through videos and the Internet. (2)