Unit of competency Outline
Date retreived
22/07/2026 9:56 PM AWST
22/07/2026 9:56 PM 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.
Manage pharmacy sales and service delivery
Manage pharmacy sales and service delivery
Unit of competency
National Code
SIRCCPM502
SIRCCPM502
State Code
WD881
WD881
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
12/11/2012
Field of Education
080505 - Marketing
Original Release Date
12/11/2012
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to monitor, maintain and improve pharmacy sales and service delivery.It involves the continuous improvement of operations by seeking, evaluating and reporting feedback from customers and colleagues on sales and service delivery and working conditions; and sourcing and negotiating adequate supply of stock and other necessary resources in accordance with pharmacy 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 pharmacy policy.
- 1.2.Research and analyse customer needs in regard to pharmacy products and services, along with local demographic and cultural issues.
- 1.3.Resolve customer complaints referred by team members according to pharmacy 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 team members 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 servicedelivery on a regular basis.
- 2.2.Maintain adequate resources for optimum customer service provision and in line with relevant budget allocation.
- 2.3.Ensure sales and service targets and plans are consistent with pharmacy values, objectives and business plan.
- 2.4.Communicate sales and service targets and plans to relevant personnel according to implementation schedules.
- 2.5.Provide feedback to staff and take corrective measures to minimise factors that may disrupt operations.
- 2.6.Monitor and evaluate effectiveness of corrective actions for future operational planning.
- 2.7.Ensure current and accurate records on sales are available to authorised personnel and act on relevant reports as required.
3. Negotiate supply of goods.
- 3.1.Negotiate and implement arrangements with suppliers and communicate to relevant personnel.
- 3.2.Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.
- 3.3.Identify and communicate market factors affecting supply of pharmacy medicines or products to the pharmacist in charge and relevant team members.
- 3.4.Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.
- 3.5.Take immediate corrective action where potential or actual problems with supply are indicated.
- 3.6.Identify and develop new suppliers where relevant, to maintain and improve sales and service delivery.
4. Provide productive work environment.
- 4.1.Regulate and monitor staff access to and use of resources for maximum efficiency and sustainability.
- 4.2.Maintain staff work conditions to meet requirements of relevant agreements, legislation and pharmacy policy.
- 4.3.Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.
- 4.4.Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.
- 4.5.Communicate recommendations for improving conditions to relevant personnel within designated timeframe.
- 4.6.Maintain complete and 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.
Customer may include people:
from a range of social, cultural and ethnic backgrounds and with varying mental and physical abilities
visiting the pharmacy, contacting the pharmacy by phone, or in their own home
with special needs, such as:
the elderly
infants
who are:
drug or alcohol affected
emotionally unstable
mentally unstable
physically unwell.
Team membersmay include:
allied health professionals
dispensary assistants
pharmacists
pharmacy assistants.
Policies and procedures for sales and service deliverymay involve:
accepting and returning prescriptions
advising customers
customer privacy protocols
customer service procedures
documenting testing, such as:
blood glucose
blood pressure
handling customer complaints
handling and supplying Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)
making appointments for special pharmacy services, such as home medicine reviews
triggers for referral to a pharmacist or a more experienced pharmacy assistant
staff induction
staff presentation.
Resources may include:
equipment and technology
materials
rostered team members
pharmacy stock.
Factors may include:
staff shortages
supply of stock.
Negotiate may include:
correspondence
email
face-to-face contact
meetings
telephone.
Arrangements with suppliers may include:
credit levels
delivery
partnerships and exclusivity
pricing.
Problems with supply may involve:
cost
coverage or content
quality
quantity
time schedules.
Relevant agreements and legislation may include:
awards and agreements relating to the employment of staff
equal employment opportunity and antidiscrimination laws
federal, state or territory, and local legislation
WHS.
Relevant personnel may include:
pharmacist owner
pharmacist in charge
team members.
Customer may include people:
from a range of social, cultural and ethnic backgrounds and with varying mental and physical abilities
visiting the pharmacy, contacting the pharmacy by phone, or in their own home
with special needs, such as:
the elderly
infants
who are:
drug or alcohol affected
emotionally unstable
mentally unstable
physically unwell.
Team membersmay include:
allied health professionals
dispensary assistants
pharmacists
pharmacy assistants.
Policies and procedures for sales and service deliverymay involve:
accepting and returning prescriptions
advising customers
customer privacy protocols
customer service procedures
documenting testing, such as:
blood glucose
blood pressure
handling customer complaints
handling and supplying Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)
making appointments for special pharmacy services, such as home medicine reviews
triggers for referral to a pharmacist or a more experienced pharmacy assistant
staff induction
staff presentation.
Resources may include:
equipment and technology
materials
rostered team members
pharmacy stock.
Factors may include:
staff shortages
supply of stock.
Negotiate may include:
correspondence
face-to-face contact
meetings
telephone.
Arrangements with suppliers may include:
credit levels
delivery
partnerships and exclusivity
pricing.
Problems with supply may involve:
cost
coverage or content
quality
quantity
time schedules.
Relevant agreements and legislation may include:
awards and agreements relating to the employment of staff
equal employment opportunity and antidiscrimination laws
federal, state or territory, and local legislation
WHS.
Relevant personnel may include:
pharmacist owner
pharmacist in charge
team members.
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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
maintain, monitor, improve and evaluate sales and service delivery
communicate sales and service targets and plans to relevant personnel and provide feedback on operations and outcomes
maintain and interpret data on sales and service delivery
negotiate and arrange supply of goods
maintain, monitor and evaluate supply of stock.
Context of and specific resources for assessment
Assessment must ensure that competency is:
observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment guidelines
demonstrated over sufficient time to include handling of a range of contingencies
demonstrated in a real or simulated pharmacy environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.
Assessment must ensure access to:
a front-of-pharmacy sales and services team
real or simulated customers with different requirements
relevant documentation, such as:
awards and agreements governing the employment of pharmacy staff
pharmacy quality procedures
relevant legislation and statutory requirements, including WHS requirements applicable to the sales environment
pharmacy protocols and procedures relating to:
efficient and sustainable use of resources
pricing
sales and service delivery
stock maintenance and control.
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 oral questions appropriate to the language and literacy level of the learner to test relevant underpinning 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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
maintain, monitor, improve and evaluate sales and service delivery
communicate sales and service targets and plans to relevant personnel and provide feedback on operations and outcomes
maintain and interpret data on sales and service delivery
negotiate and arrange supply of goods
maintain, monitor and evaluate supply of stock.
Context of and specific resources for assessment
Assessment must ensure that competency is:
observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment guidelines
demonstrated over sufficient time to include handling of a range of contingencies
demonstrated in a real or simulated pharmacy environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.
Assessment must ensure access to:
a front-of-pharmacy sales and services team
real or simulated customers with different requirements
relevant documentation, such as:
awards and agreements governing the employment of pharmacy staff
pharmacy quality procedures
relevant legislation and statutory requirements, including WHS requirements applicable to the sales environment
pharmacy protocols and procedures relating to:
efficient and sustainable use of resources
pricing
sales and service delivery
stock maintenance and control.
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 oral questions appropriate to the language and literacy level of the learner to test relevant underpinning 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.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWX88 | SIRCCPM004 | Manage pharmacy sales and service delivery | Unit of competency |
