Unit of competency Outline

Date retreived
24/07/2026 7:40 AM AWST

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Manage sales and service delivery

Manage sales and service delivery

Unit of competency
National Code
SIRXSLS406
State Code
WD987
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
13/06/2012
View on TGA
State Implementation and Classification
Approved Date
15/10/2014
Field of Education
080505 - Marketing
Original Release Date
15/10/2014
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to monitor, maintain and improve sales and service delivery. It involves market research, developing new markets, and marketing products and services within the culture of the overall store policy.The unit requires the team member to develop and maintain excellence in sales and service delivery by ensuring the provision of a wellresourced working environment for fellow staff. The team member is required to proactively pursue the continuous improvement of operations by seeking, evaluating and reporting feedback from customers and colleagues on sales and service delivery and working conditions; and locating and negotiating adequate supply of stock and other necessary resources according to store policy.
Notes
Elements and Performance Criteria
1. Establish and respond to customer requirements.
  • 1.1.Plan and develop strategies to enhance provision of customer service according to store policy.
  • 1.2.Research and analyse customer needs in regard to local geographic and cultural issues.
  • 1.3.Resolve customer complaints referred by staff, according to store policy.
  • 1.4.Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.
  • 1.5.Encourage staff to take responsibility for meeting customer requirements.
  • 1.6.Seek and use feedback from customers to improve future operations.
2. Monitor, maintain and improve sales and service delivery.
  • 2.1.Implement, communicate and review policies and procedures for sales and service delivery on a regular basis.
  • 2.2.Maintain adequate resource allocation for client service provision in line with store policy and procedures.
  • 2.3.Ensure sales and service targets and plans are consistent with quality and functional specifications.
  • 2.4.Communicate sales and service targets and plans to relevant personnel according to implementation schedules.
  • 2.5.Provide feedback to staff on operations and outcomes.
  • 2.6.Take corrective measures to minimise factors that may cause disruption to operations.
  • 2.7.Monitor and evaluate effectiveness of corrective actions for future operational planning.
  • 2.8.Ensure current and accurate records on sales are available to authorised personnel.
  • 2.9.Interpret and act on relevant reports as required.
3. Negotiate supply of goods.
  • 3.1.Negotiate and implement arrangements with suppliers, according to store policies and procedures, and communicate to relevant personnel.
  • 3.2.Authorise and communicate special pricing arrangements and customer payment agreements to relevant staff and management personnel according to store policy.
  • 3.3.Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.
  • 3.4.Identify and communicate market factors affecting supply to relevant personnel.
  • 3.5.Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.
  • 3.6.Take immediate corrective action where potential or actual problems with supply are indicated.
  • 3.7.Identify and develop new suppliers to maintain and improve sales and service delivery.
4. Provide productive work environment.
  • 4.1.Establish and maintain a sufficient supply of resources of the necessary quantity and quality to meet customer requirements.
  • 4.2.Regulate and monitor access to and use of resources for maximum efficiency and sustainability.
  • 4.3.Maintain staff working conditions to meet requirements of relevant legislation and store policy.
  • 4.4.Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.
  • 4.5.Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.
  • 4.6.Communicate recommendations for improving conditions to relevant personnel within designated timeframe.
  • 4.7.Maintain complete, accurate records and make them available to authorised personnel.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Methods used to analyse customer needs may be:
qualitative
quantitative.
Customer may include:
customers with routine or special requests
internal and external contacts
new or repeat contacts
people from a range of social, cultural and ethnic backgrounds
people with varying physical and mental abilities.
Staff may include:
fulltime, parttime, casual or contract staff
people from a range of social, cultural and ethnic backgrounds
people with varying degrees of language and literacy levels.
Policies and procedures for sales and service deliverymay involve:
customer complaints
customer service and sales training
service standards
staff induction
staff presentation.
Resource may include:
equipment and technology
finances
materials
people
time.
Store policy and procedures in regard to:
interaction with customers
interaction with other team members
WHS
quality assurance and control
acquisition and sale of products and services.
Specifications may include:
customer agreements
operational means for meeting agreements
specific functional duties within the organisation.
Relevant personnel may include:
managers
members of own or other work teams
supervisors.
Feedback may be sought and given:
in groups
in writing
individually
verbally.
Factors that may cause disruption to operations may include:
operational resources
quality of materials
supply.
Recordsmay be:
electronic
hard copy.
Techniques used to negotiatewith suppliers may include:
correspondence
email
face-to-face contact
meetings
telephone.
Arrangements with suppliers may relate to:
credit levels
delivery
partnerships and exclusivity
pricing.
Sources of supply may include:
external organisations
internal departments and teams
internal and external personnel.
Problems with supply may involve:
cost
coverage or content
quality
quantity
time schedules or scales.
Relevant legislation may include:
equal employment opportunity and antidiscrimination laws
federal, state and local legislation
WHS.
Recommendations may be communicated to:
colleagues, specialists, staff from other departments
external organisations with a health, safety or environmental responsibility
government bodies
higherlevel managers
subordinates.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
maintains, monitors and evaluates sales and service delivery
communicates sales and service targets and plans and provides feedback on operations and outcomes to relevant personnel according to store policy
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 policy and procedures
authorises pricing and payment agreements according to store policy and procedures
maintains, monitors and evaluates supply of stock.
Context of and specific resources for assessment
Assessment must ensure access to:
a retail work environment
relevant documentation, such as:
policy and procedures manuals
sales and service delivery targets and plans
records of sales and service
legislation and statutory requirements
industry codes of practice
WHS legislation and codes of practice
suppliers
a team.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of the candidate in the workplace
customer feedback
research report
written or verbal questioning to assess knowledge and understanding
review of portfolios of evidence and thirdparty workplace reports of onthejob performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Replaces
State Code National Code Title Type
S6195 SIRXSLS005A Manage sales and service delivery Unit of competency