Unit of competency Outline
Date retreived
22/07/2026 7:07 AM AWST
22/07/2026 7:07 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.
Sell to the retail customer
Sell to the retail customer
Unit of competency
National Code
SIRXSLS001
SIRXSLS001
State Code
AWW95
AWW95
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
13/09/2016
Field of Education
080501 - Sales
Original Release Date
13/09/2016
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to deliver quality customer service and sell to retail customers. It requires the ability to determine customer needs, match products and services to their needs, and facilitate a sale. This unit applies to all retail sectors and business sizes from large format stores to small independents. It applies to retail personnel at all levels who play a role in engaging with customers with the purpose of selling. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Establish customer needs.
- 1.1.Connect with the customer within designated response times and establish rapport.
- 1.2.Use questioning and active listening to facilitate effective two-way communication.
- 1.3.Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues.
- 1.4.Determine and clarify customer preferences, needs and expectations.
2. Provide advice on products and services.
- 2.1.Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable.
- 2.2.Clearly explain and promote product and service features and benefits where relevant.
- 2.3.Advise on promotional events where relevant.
- 2.4.Provide additional information to address customer questions and objections.
- 2.5.Offer comparisons to competitor product or service range as required.
- 2.6.Collaborate with the customer to determine product or service option most suited to their needs.
- 2.7.Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale.
3. Facilitate the sale of products and services.
- 3.1.Select and use appropriate techniques to close sale.
- 3.2.Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures.
- 3.3.Farewell customer on leaving, and invite to return.
- 3.4.Provide any required after sales service according to organisational procedures.
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| WD983 | SIRXSLS201 | Sell products and services | Unit of competency |