Unit of competency Outline
Date retreived
23/07/2026 6:58 AM AWST
23/07/2026 6:58 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 products and services
Sell products and services
Unit of competency
National Code
SIRXSLS201
SIRXSLS201
State Code
WD983
WD983
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/08/2014
Field of Education
080501 - Sales
Original Release Date
29/08/2014
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses key selling skills, from approaching the customer to closing the sale. It requires a basic level of product knowledge and the recognition and demonstration of verbal and nonverbal communication skills to determine customer requirements, sell the benefits of products and services, overcome objections and close sales. Personal evaluation is used to maximise sales, according to industry codes of practice, relevant legislation and store policy.
Notes
Elements and Performance Criteria
1. Develop and apply product knowledge.
- 1.1.Develop product knowledge by accessing relevant sourcesof information and confirm with relevant staff.
- 1.2.Apply knowledge of the use and application of relevant products and services in interactions with customers according to store policy and legislative requirements.
- 1.3.Identify gaps in product knowledge and resolve by accessing relevant sources of information.
2. Approach customer.
- 2.1.Identify customers by name where possible.
- 2.2.Develop knowledge of customer buying behaviour by accessing relevant sources of information.
- 2.3.Determine and apply appropriate timing of customer approach according to store policy and customer behaviour.
- 2.4.Initiate customer contact according to store policy.
- 2.5.Convey a positive impression to encourage customer interest according to store policy.
3. Gather and respond to information.
- 3.1.Apply questioning techniques and listening skills to determine customer buying motives and requirements.
- 3.2.Interpret and clarify non verbal communication cues.
- 3.3.Direct customer to specific merchandise according to customer requirements and store policy.
4. Sell benefits.
- 4.1.Match customer needs to appropriate products and services.
- 4.2.Communicate knowledge of product features and benefits clearly to customers.
- 4.3.Describe product use and safety requirements to customers.
- 4.4.Refer customers to appropriate product specialist as required.
- 4.5.Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff.
5. Overcome objections.
- 5.1.Identify and acknowledge customer objections according to store policy.
- 5.2.Categorise objections into price, time and merchandise characteristics and consider solutions.
- 5.3.Offer solutions to customer objections according to store policy.
- 5.4.Apply problem solving within personal scope of responsibilities to overcome customer objections or refer to senior staff.
6. Close sale.
- 6.1.Monitor, identify and respond appropriately to customer buying signals.
- 6.2.Encourage customer to make purchase decisions.
- 6.3.Select and apply appropriate method of closing sale.
7. Maximise sales opportunities.
- 7.1.Recognise and apply opportunities for making additional sales according to store policy.
- 7.2.Advise customer of complementary products or services according to customer’s identified need.
- 7.3.Review personal sales outcomes and consider strategies to maximise future sales in consultation with relevant staff.
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 individual, accessibility of the item, and local industry and regional contexts) may also be included.
Product knowledge may include:
features and benefits
handling and storage requirements
price
safety features
stock availability
use-by dates
warranties.
Relevant sources of informationmay include:
demonstrations
internet
labels
product profiles
staff members
store or supplier product manuals
store tours
videos.
Legislative requirementsmay include:
industry codes of practice
liquor laws
lottery legislation
work health and safety (WHS)
sale of second-hand goods
sale of X and R-rated products
tobacco laws
Australian consumer law and fair trading Acts
trading hours
transport, storage and handling of goods.
Customersmay 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.
Routine customer questions may relate to:
availability
features and benefits
price and price reductions
quality.
Problem solving may be affected by:
resource implications
store policies and procedures.
Sales transactions may be completed:
face-to-face
online
over the telephone.
Product knowledge may include:
features and benefits
handling and storage requirements
price
safety features
stock availability
use-by dates
warranties.
Relevant sources of informationmay include:
demonstrations
internet
labels
product profiles
staff members
store or supplier product manuals
store tours
videos.
Legislative requirementsmay include:
industry codes of practice
liquor laws
lottery legislation
work health and safety (WHS)
sale of second-hand goods
sale of X and R-rated products
tobacco laws
Australian consumer law and fair trading Acts
trading hours
transport, storage and handling of goods.
Customersmay 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.
Routine customer questions may relate to:
availability
features and benefits
price and price reductions
quality.
Problem solving may be affected by:
resource implications
store policies and procedures.
Sales transactions may be completed:
face-to-face
online
over the telephone.
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:
applies product knowledge and uses appropriate sales approach to sell the benefits of products and services, overcome objections and close sales
uses questioning, listening and observation skills to determine customer requirements
applies store policies and procedures in regard to selling products and services
maximises sales opportunities according to store policies and procedures
applies industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services
evaluates personal sales performance to maximise future sales.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated retail work environment
relevant documentation, such as policy and procedures manuals
a range of customers with different requirements
a range of merchandise and products appropriate to the retail workplace
product labels and sources of product information.
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
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
applies product knowledge and uses appropriate sales approach to sell the benefits of products and services, overcome objections and close sales
uses questioning, listening and observation skills to determine customer requirements
applies store policies and procedures in regard to selling products and services
maximises sales opportunities according to store policies and procedures
applies industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services
evaluates personal sales performance to maximise future sales.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated retail work environment
relevant documentation, such as policy and procedures manuals
a range of customers with different requirements
a range of merchandise and products appropriate to the retail workplace
product labels and sources of product information.
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
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job 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 |
|---|---|---|---|
| S6191 | SIRXSLS001A | Sell products and services | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWW95 | SIRXSLS001 | Sell to the retail customer | Unit of competency |