Elements and Performance Criteria

The Range of Variables explains the contexts within which the performance and knowledge requirements of this standard may be assessed. The scope of variables chosen in training and assessment requirements may depend on the work situations available.

What interpersonal skills might be considered appropriate when identifying customer needs?
Skills may include using appropriate body language, summarising and paraphrasing to check understanding of customers message, providing an opportunity for the customer to confirm their request, seeking feedback from the customer to confirm understanding of needs, questioning to clarify and confirm the customers needs, listening and responding appropriately to what the client is communicating, using appropriate tone, having regard for manner, and personal space considerations.
It may include checking with client to determine: budget considerations, exact requirements, current pest management techniques, and tactics utilised on site.

What customer needs might be identified?
These may include specific needs of customers depending on job requirements and specifications. They may also relate to the need for specialised or technical assistance.
Customer needs may relate to a type of pest to be eradicated or controlled, the environment in which chemical is to be applied, reasons for chemical application, and previous attempts to eradicate or control the problem.

What enterprise procedures might need to be adhered to?
"Meet and greet" procedures for customers, store policy and procedures on customer service and sales, and provision of advice. Enterprise policy might include "hard, suggestive or soft sell" techniques.

What products might be assessed against customer requirements?
Required and potential chemical formulations need to be matched to suitable and available proprietary products. Alternative products to chemical applications may need to be considered.
Chemical formulations may include emulsifiable concentrates, sundry formulations, solutions, emulsion, water in oil, ULV, oil in water, soluble powders, capsule suspension, wettable powders, powder for dry seed treatment, suspensions concentrates, smoke generator, water dispensable; granules, paste, dusts, pour on, baits, spot-on, granules and pellets, boluses, fumigants, antibiotics, injectables, and vaccines.

What environmental considerations need to be considered?
The environment in which the chemicals are to be applied, crops, livestock, flora, fauna and human exposure to chemicals, concentrations, residual levels, toxicity, run off, and the disposal of containers and contaminated waste need to be considered.

What authoritative sources might be accessed?
Specialist advice from manufacturer/supplier or technical expert within enterprise or attached to manufacturer/supplier may be sought. Journals, books and audio-visual materials might also be accessed.

What advice might customers require?
Advice could be written or verbal and should cover: Integrated Pest Management (IPM) systems, the identification of the most suitable product and materials for the application, advantages, disadvantages, features and benefits of various products, legal and safety requirements, safe handling, usage and storage, and chemical and non-chemical alternatives.
Advice should also cover: quantities and rebates, product durability, pest management tactics, potential hazards, relevant label information, alternative application strategies and advice on additional equipment such as applicators and spray equipment, potential hazards, and personal protective equipment requirements (which may include fitting or demonstration of product).
Additional advice could include manufacturer recommendations on chemical applications, potential environmental and residual considerations, corrosive implications, cleaning and maintenance requirements, information on toxicity levels, potential effects on health of human/animals and non-target organisms, advice on correct disposal of containers, and provision of Material Safety Data Sheets (MSDS) at point of sale.

How might advice be provided in a timely and professional manner?
Using appropriate interpersonal skills, advice should be provided after gaining customers attention and/or permission in a manner that is readily understood by the customer and addresses their information needs.

What might be included in non-chemical alternatives?
Non-chemical alternatives could include the use of pest resistant crop varieties, or use of organic alternatives.

What additional products might be suggested?
Alternative, additional and specialist products and services as "add on sales" that would meet identified need and customer requirements, or could be needed to complete the application such as:

What are the important considerations in giving prices and quotations?
Quotations may be written or verbal and should be consistent with customer requirements and enterprise policy.

What might be included in add-on and repeat sales?
Add-on sales could include alternative, additional and specialist products and services that would meet identified need and customer requirements, or could be needed to complete or complement the application or initial purchase. For example, additional equipment materials or accessories.
Repeat sales include opportunities to encourage further business at a later date, and to promote further contact with the store/business including customer receiving brochures and notices of sales promotions.

What specified criteria might be applied?
Criteria might include sales targets, merchandising outcomes, promotions, matching of products and services to customer need, and ongoing feedback from sales activities.

What are the important considerations in handling and storing products safely and efficiently?
These may include reliable sources and suppliers of chemicals formulations and the need to ensure goods are packaged, transported and delivered safely.
There may also be a need to match products to be supplied to appropriate documentation and ensure compliance with Australian Dangerous Goods and HAZCHEM codes and regulations.
Other considerations include ensuring that compliance with duty of care responsibilities are observed; products are stored safely and securely and in line with HAZCHEM codes/regulations and other regulatory and legislative requirements.
Storage practices should reflect industry best practice to maximise longevity of product.

What documentation might need to be completed?
Completion of MSDS, relevant label information relating to the application is recorded at point of sale, quantity and code slips for register staff, and clearance slips, order forms and consignment documents may be required.

What re-ordering procedures might be necessary?
Recording of sales, completion of stock control/movement records.

What interpersonal skills might be considered appropriate when identifying customer needs?
Skills may include using appropriate body language, summarising and paraphrasing to check understanding of customers message, providing an opportunity for the customer to confirm their request, seeking feedback from the customer to confirm understanding of needs, questioning to clarify and confirm the customers needs, listening and responding appropriately to what the client is communicating, using appropriate tone, having regard for manner, and personal space considerations.
It may include checking with client to determine: budget considerations, exact requirements, current pest management techniques, and tactics utilised on site.

What customer needs might be identified?
These may include specific needs of customers depending on job requirements and specifications. They may also relate to the need for specialised or technical assistance.
Customer needs may relate to a type of pest to be eradicated or controlled, the environment in which chemical is to be applied, reasons for chemical application, and previous attempts to eradicate or control the problem.

What enterprise procedures might need to be adhered to?
"Meet and greet" procedures for customers, store policy and procedures on customer service and sales, and provision of advice. Enterprise policy might include "hard, suggestive or soft sell" techniques.

What products might be assessed against customer requirements?
Required and potential chemical formulations need to be matched to suitable and available proprietary products. Alternative products to chemical applications may need to be considered.
Chemical formulations may include emulsifiable concentrates, sundry formulations, solutions, emulsion, water in oil, ULV, oil in water, soluble powders, capsule suspension, wettable powders, powder for dry seed treatment, suspensions concentrates, smoke generator, water dispensable; granules, paste, dusts, pour on, baits, spot-on, granules and pellets, boluses, fumigants, antibiotics, injectables, and vaccines.

What environmental considerations need to be considered?
The environment in which the chemicals are to be applied, crops, livestock, flora, fauna and human exposure to chemicals, concentrations, residual levels, toxicity, run off, and the disposal of containers and contaminated waste need to be considered.

What authoritative sources might be accessed?
Specialist advice from manufacturer/supplier or technical expert within enterprise or attached to manufacturer/supplier may be sought. Journals, books and audio-visual materials might also be accessed.

What advice might customers require?
Advice could be written or verbal and should cover: Integrated Pest Management (IPM) systems, the identification of the most suitable product and materials for the application, advantages, disadvantages, features and benefits of various products, legal and safety requirements, safe handling, usage and storage, and chemical and non-chemical alternatives.
Advice should also cover: quantities and rebates, product durability, pest management tactics, potential hazards, relevant label information, alternative application strategies and advice on additional equipment such as applicators and spray equipment, potential hazards, and personal protective equipment requirements (which may include fitting or demonstration of product).
Additional advice could include manufacturer recommendations on chemical applications, potential environmental and residual considerations, corrosive implications, cleaning and maintenance requirements, information on toxicity levels, potential effects on health of human/animals and non-target organisms, advice on correct disposal of containers, and provision of Material Safety Data Sheets (MSDS) at point of sale.

How might advice be provided in a timely and professional manner?
Using appropriate interpersonal skills, advice should be provided after gaining customers attention and/or permission in a manner that is readily understood by the customer and addresses their information needs.

What might be included in non-chemical alternatives?
Non-chemical alternatives could include the use of pest resistant crop varieties, or use of organic alternatives.

What additional products might be suggested?
Alternative, additional and specialist products and services as "add on sales" that would meet identified need and customer requirements, or could be needed to complete the application such as:

What are the important considerations in giving prices and quotations?
Quotations may be written or verbal and should be consistent with customer requirements and enterprise policy.

What might be included in add-on and repeat sales?
Add-on sales could include alternative, additional and specialist products and services that would meet identified need and customer requirements, or could be needed to complete or complement the application or initial purchase. For example, additional equipment materials or accessories.
Repeat sales include opportunities to encourage further business at a later date, and to promote further contact with the store/business including customer receiving brochures and notices of sales promotions.

What specified criteria might be applied?
Criteria might include sales targets, merchandising outcomes, promotions, matching of products and services to customer need, and ongoing feedback from sales activities.

What are the important considerations in handling and storing products safely and efficiently?
These may include reliable sources and suppliers of chemicals formulations and the need to ensure goods are packaged, transported and delivered safely.
There may also be a need to match products to be supplied to appropriate documentation and ensure compliance with Australian Dangerous Goods and HAZCHEM codes and regulations.
Other considerations include ensuring that compliance with duty of care responsibilities are observed; products are stored safely and securely and in line with HAZCHEM codes/regulations and other regulatory and legislative requirements.
Storage practices should reflect industry best practice to maximise longevity of product.

What documentation might need to be completed?
Completion of MSDS, relevant label information relating to the application is recorded at point of sale, quantity and code slips for register staff, and clearance slips, order forms and consignment documents may be required.

What re-ordering procedures might be necessary?
Recording of sales, completion of stock control/movement records.

What evidence is required to demonstrate competence for this standard as a whole?
Competence in providing advice and selling farm chemicals requires evidence that demonstrates the ability to advise customers as to the most appropriate products for their specific application/environment, and to understand customer requirements. It involves the ability to engage with and give advice to customers to ensure that product application and its suitability is understood by the customer. The ability to encourage add on sales and to represent the enterprise in a professional manner when dealing with customers is also required. The legislative requirements, potential hazards and relevant label information needs to be explained to customers to minimise the likelihood of accidents, incorrect application, hazards and potential litigation.

The skills and knowledge required to provide advice and sell farm chemicals must be transferable to a different work environment. For example, if competence is demonstrated in providing advice on farm chemicals in a large enterprise environment, it should also be demonstrated in small or medium enterprise environment.
What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this standard in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this competency standard are listed below:

potential environmental impact of chemicals
enterprises business values, structure, products and services
chemical formulations, available proprietary products and their applications
industry terminology for products
labelling specifications
requirements of local or specific customers
relevant HAZCHEM, AGSAFE, Australian Dangerous Goods, OHS, industry, fair trading, trade practices, and sales of goods legislation
enterprise policies and procedures relating to customer service
relevant licences/accreditation regarding the sale and handling of farm chemicals.

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, appropriate literacy and numeracy levels as well as some complementary skills are required. These include the ability to:

communicate using a range of interpersonal skills, including questioning and active listening skills
engage customers, especially in relation to giving advice, receiving information and creating additional sales opportunities
relate to people from a range of social, cultural and ethnic backgrounds and of varying physical and mental abilities
assess and demonstrate cost benefits
research supplier information.

Are there other competency standards that could be assessed with this one?
This competency standard

Essential Assessment Information
There is essential information about

What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this standard in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this competency standard are listed below:

potential environmental impact of chemicals
enterprises business values, structure, products and services
chemical formulations, available proprietary products and their applications
industry terminology for products
labelling specifications
requirements of local or specific customers
relevant HAZCHEM, AGSAFE, Australian Dangerous Goods, OHS, industry, fair trading, trade practices, and sales of goods legislation
enterprise policies and procedures relating to customer service
relevant licences/accreditation regarding the sale and handling of farm chemicals.

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, appropriate literacy and numeracy levels as well as some complementary skills are required. These include the ability to:

communicate using a range of interpersonal skills, including questioning and active listening skills
engage customers, especially in relation to giving advice, receiving information and creating additional sales opportunities
relate to people from a range of social, cultural and ethnic backgrounds and of varying physical and mental abilities
assess and demonstrate cost benefits
research supplier information.

Are there other competency standards that could be assessed with this one?
This competency standard

Essential Assessment Information
There is essential information about

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 competency standard. Following each question a number in brackets 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
Advice and information about customer requirements and chemicals and their applications may be discussed with customers, suppliers, and other appropriate personnel. Technical information regarding chemicals and their application needs to be conveyed to customers in a manner that ensures the customer understands the products application, its limitations, safe application and related information. (2)

Communicating ideas and information
Advice and information about customer requirements and chemicals and their applications may be discussed with customers, suppliers, and other appropriate personnel. Technical information regarding chemicals and their application needs to be conveyed to customers in a manner that ensures the customer understands the products application, its limitations, safe application and related information. (2)

Collecting analysing and organising information
Customer requirements may need to be processed. Information with regard to chemicals may be documented for legislative and re-ordering purposes. (1)

Collecting analysing and organising information
Customer requirements may need to be processed. Information with regard to chemicals may be documented for legislative and re-ordering purposes. (1)

Planning and organising activities
Provision of advice may need to be structured and potential chemical application considered to ensure all circumstances are accounted for, and chemical product is correct for application. (1)

Planning and organising activities
Provision of advice may need to be structured and potential chemical application considered to ensure all circumstances are accounted for, and chemical product is correct for application. (1)

Working with others and in teams
Consultation with other members of the work team to safely handle, store and transport chemicals, and to ensure customer satisfaction. (1)

Working with others and in teams
Consultation with other members of the work team to safely handle, store and transport chemicals, and to ensure customer satisfaction. (1)

Using mathematical ideas and techniques
Mathematical techniques may be applied in the measurement of quantities to meet application and formula specifications, calculation of volumes, and the pricing of stock supplies. (2)

Using mathematical ideas and techniques
Mathematical techniques may be applied in the measurement of quantities to meet application and formula specifications, calculation of volumes, and the pricing of stock supplies. (2)

Solving problems
Problems relating to matching customer requirements to correct product and in helping customer to understand technical information. (2)

Solving problems
Problems relating to matching customer requirements to correct product and in helping customer to understand technical information. (2)

Using technology
In calculating volumes and quantities for product formulation, purchase, and for recording sales and re-ordering. (1)

Using technology
In calculating volumes and quantities for product formulation, purchase, and for recording sales and re-ordering. (1)