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:
customer service
staff supervision
dealing with customer complaints

Feedback to management may include:
verbal reports
written reports
presentations
informal/formal meetings

Operational information may include:
varying levels of staff training
routine or busy trading times

Legislative requirements may include:
consumer law
industry codes of practice
tabacco laws
Trade Practices Act
liquor licensing
sale of second hand goods
Lottery Acts

Customers may include:
new and existing customers
internal or external customers
customers with a range of social, cultural and ethnic backgrounds and physical and mental abilities
customers with routine or special needs

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:

Coordinate a team in the provision of quality customer service according to store policy by:
consulting with staff
allocating tasks
conveying relevant information
applying policy
monitoring performance
identifying deficiencies
providing feedback
motivating staff
solving routine problems.
Provides accurate feedback to management on operational and procedural matters related to provision of customer service.
Supervises the resolution of customer complaints according to store policy.

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:
customer service
customer complaints about products or individual staff
staff supervision
monitoring team performance
discipline
grievance handling
allocating duties/responsibilities
meetings
store appraisal
Merchandise and service range of the store
Lines of communication to staff and management
Relevant legislation and statutory requirements
Relevant industry codes of practice
Interpersonal communication techniques

Skills in:

Interpersonal communication skills including:
giving feedback
coaching
performance analysis
questioning/listening/observation
group presentation
team motivation
negotiation
team leadership
verbal and non verbal communication
Literacy skills in regard to:
completing a proforma for feedback to management
reading and interpreting store policies and procedures

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 WRRCS4B can be assessed with other units which 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 environment
Relevant documentation, such as:
store policy and procedures manuals
reporting proformas
legislation and statutory requirements
industry codes of practice
Access to a range of customers with different requirements
Access to a client service 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 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
Providing operational information to management will require ideas and information to be communicated. (2)

Collecting analysing and organising information
Interpreting and applying store policies requires information to be collected, analysed and organised. (2)

Planning and organising activities
Implementing customer service standards requires activities to be planned and organised. (2)

Working with others and in teams
Leading a customer service team requires team work to be applied. (2)

Using mathematical ideas and techniques
The use of mathematical ideas and techniques may not be required in this unit. (0)

Solving problems
Dealing with customer complaints requires problem solving skills. (2)

Using technology
The use of technology may not be required in this unit. (0)