Unit of competency Outline

Date retreived
23/07/2026 12:05 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide specialised timber product solutions

Provide specialised timber product solutions

Unit of competency
National Code
FWPCOT3269
State Code
AXL00
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
13/05/2016
View on TGA
State Implementation and Classification
Approved Date
05/10/2016
Field of Education
080501 - Sales
Original Release Date
05/10/2016
Nominal Hours
55
Description
This unit of competency describes the outcomes required to provide advice and solutions to customers, clients and other sales staff using advanced/specialised wood and timber product knowledge. It includes advice on product selection, quality and quantity, price, services and warranties with respect to wood and timber products. Clients include domestic and commercial individuals and businesses in both retail and wholesale settings.This unit requires the ability to source relevant product technical information, develop client solutions that meet safety and design needs, explain product options and impacts, work within established systems including WH&S, quality, chain of custody, and manage client relationships.The unit applies to job roles including Customer service/salesperson (retail or wholesale), Customer Service Officer, Sales and Merchandising Team Leader, Sales and Merchandising Team Leader (timber products), Timber Adviser, Yard Person.No licensing, legislative, regulatory, or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Develop complete customer solutions
  • 1.1 Establish and clarify scope of work with customer/client, including intended application and environment, and the critical integrity of the structure.
  • 1.2 Identify suitable products by accessing relevant sources of information.
  • 1.3 Convey detailed features, specifications, benefits, impacts of different product options and fixing/construction issues to customer/client to assist buying decisions.
  • 1.4 Accurately determine product quantities and pricing according to customer/client requirements.
  • 1.5 Provide customer/client with accurate product warranty, payment options, delivery, inclusions and other relevant sale-related information.
2. Conduct merchandising activities within legislative, design and organisational systems
  • 2.1 Interpret and apply legislative, design and organisational system requirements to work activities.
  • 2.2 Follow the processes and procedures that deliver products safely to the customer and which are fit for purpose.
  • 2.3 Ensure recommendations comply with legislative, design and building code requirements.
  • 2.4 Interpret and communicate specific fitting and installation instructions or recommendations to customers/clients.
3. Manage customer relations
  • 3.1 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet customer service standards.
  • 3.2 Ensure effective interpersonal techniques are applied to client interactions.
  • 3.3 Contribute to the development, refinement and improvement of customer service standards, policies and processes.
  • 3.4 Identify customer service problems and make or recommend adjustments to maintain and improve quality of customer service.
4. Select wood and timber for different applications
  • 4.1 Relate properties, characteristics, features, grade, and treatments of wood and timber products to a range of domestic and commercial applications.
  • 4.2 Select the most appropriate wood and timber products to suit customer installation and construction and cross-trade requirements, and end use.
  • 4.3 Confirm selections with manufacturer data and recommended applications.
  • 4.4 Obtain specialist licensed trade installation information from customer and relate to product selection to ensure product integrity is maintained.
  • 4.5 Provide detailed installation requirements for timber products to timber trade, cross-trade, retail and end use customers.
5. Research and apply new developments in wood, timber and related products
  • 5.1 Use business technologies and networks to access, monitor and select information according to organisation requirements.
  • 5.2 Identify emerging wood and timber technology trends, their uses, impacts and benefits.
  • 5.3 Assess the value of new technologies, services and products to the organisation and marketplace, including ways to promote and advance both organisation and industry.
  • 5.4 Communicate new innovations that may suit end user applications to staff, colleagues and customers.
No information
No information
Replaced By
State Code National Code Title Type
OCR60 FWPCOT4210 Provide specialised timber product solutions Unit of competency
State Code National Code Title Type
BAM1 FWP30616 Certificate III in Timber Merchandising Qualification