Unit of competency Outline
Date retreived
22/07/2026 9:55 AM AWST
22/07/2026 9:55 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.
Manage sales and service delivery
Manage sales and service delivery
Unit of competency
National Code
SIRXSLS005A
SIRXSLS005A
State Code
S6195
S6195
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
13/12/2011
Field of Education
080505 - Marketing
Original Release Date
13/12/2011
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to monitor, maintain and improve sales and service delivery. It involves market research, developing new markets and marketing products and services within the culture of the overall store policy.
Notes
Elements and Performance Criteria
1 Monitor, maintain and improve sales and service delivery.
- 1.1 Implement, communicate and review policies and procedures for sales and service delivery on a regular basis.
- 1.2 Maintain adequate resource allocation for client service provision in line with store policy and procedures.
- 1.3 Resolve customer complaints that have been referred by staff, according to store policy.
- 1.4 Ensure sales and service targets and plans are consistent with quality and functional specifications.
- 1.5 Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.
- 1.6 Communicate sales and service targets and plans to relevant personnel according to implementation schedules.
- 1.7 Provide feedback to staff on operations and outcomes.
- 1.8 Encourage staff to take responsibility for meeting customer requirements.
- 1.9 Seek and use feedback from customers to improve future operations.
- 1.10 Take corrective measures to minimise factors that may cause disruption to operations.
- 1.11 Monitor and evaluate effectiveness of corrective actions for future operational planning.
- 1.12 Ensure current and accurate records on sales are available to authorised personnel.
- 1.13 Interpret and act on relevant reports as required.
2 Negotiate supply of goods.
- 2.1 Negotiate and implement arrangements with suppliers according to store policies and procedures and communicate to relevant personnel.
- 2.2 Authorise and communicate special pricing arrangements and customer payment agreements to relevant staff and management personnel according to store policy.
- 2.3 Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.
- 2.4 Identify and communicate to relevant personnel market factors affecting supply.
- 2.5 Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.
- 2.6 Take immediate corrective action where potential or actual problems with supply are indicated.
- 2.7 Identify and develop new suppliers to maintain and improve sales and service delivery.
3 Establish customer requirements.
- 3.1 Plan and develop strategies to enhance provision of customer service according to store policy.
- 3.2 Research and accurately analyse customer needs in regard to local geographic and cultural issues.
4 Provide productive work environment.
- 4.1 Establish and maintain a sufficient supply of resources of the necessary quantity and quality to meet customer requirements.
- 4.2 Regulate and monitor access to and use of resources for maximum efficiency.
- 4.3 Maintain staff working conditions that meet requirements of relevant legislation and store policy.
- 4.4 Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.
- 4.5 Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.
- 4.6 Communicate recommendations for improving conditions to relevant personnel within designated timeframe.
- 4.7 Maintain complete, accurate records and make them available to authorised personnel.
service standards
staff presentation
customer complaints
staff induction
customer service and sales training.
people
materials
equipment and technology
finances
time.
the acquisition and sale of products and services
quality assurance and control
interaction with customers
interaction with other team members
OHS.
new or repeat contacts
external and internal contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
full-time, part-time, casual or contract staff
people from a range of social, cultural and ethnic backgrounds
people with varying degrees of language and literacy levels.
customer agreements
operational means for meeting agreements
specific functional duties within the organisation.
managers
supervisors
members of own or other work teams.
verbally
in writing
in groups
individually.
supply
operational resources
quality of materials.
hard copy
electronic.
Techniques used to
face to face contact
correspondence
meetings
telephone
email.
pricing
delivery
partnerships and exclusivity
credit levels.
Sources of
people
external organisations
internal departments and teams.
quality
quantity
coverage or content
time schedules or scales
cost.
Methods used to
quantitative
qualitative.
federal, state and local legislation
OHS
equal employment opportunity and anti-discrimination laws.
higher-level managers
subordinates
colleagues, specialists, staff from other departments
external organisations with a health, safety or environmental responsibility
government bodies.
staff presentation
customer complaints
staff induction
customer service and sales training.
people
materials
equipment and technology
finances
time.
the acquisition and sale of products and services
quality assurance and control
interaction with customers
interaction with other team members
OHS.
new or repeat contacts
external and internal contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
full-time, part-time, casual or contract staff
people from a range of social, cultural and ethnic backgrounds
people with varying degrees of language and literacy levels.
customer agreements
operational means for meeting agreements
specific functional duties within the organisation.
managers
supervisors
members of own or other work teams.
verbally
in writing
in groups
individually.
supply
operational resources
quality of materials.
hard copy
electronic.
Techniques used to
face to face contact
correspondence
meetings
telephone
email.
pricing
delivery
partnerships and exclusivity
credit levels.
Sources of
people
external organisations
internal departments and teams.
quality
quantity
coverage or content
time schedules or scales
cost.
Methods used to
quantitative
qualitative.
federal, state and local legislation
OHS
equal employment opportunity and anti-discrimination laws.
higher-level managers
subordinates
colleagues, specialists, staff from other departments
external organisations with a health, safety or environmental responsibility
government bodies.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
consistently maintains, monitors and evaluates sales and service delivery
communicates sales and service targets and plans and provides feedback on operations and outcomes to relevant personnel in accordance with store policy
proactively improves sales and service delivery operations
accurately interprets and maintains data on sales and services delivery
negotiates and arranges supply of goods according to store policy and procedures
consistently authorises pricing and payment agreements according to store policy and procedures
consistently maintains, monitors and evaluates supply of stock.
Context of and specific resources for assessment
Assessment must ensure access to:
a retail work environment
relevant documentation, such as:
policy and procedures manuals
sales and service delivery targets and plans
records of sales and service
legislation and statutory requirements
industry codes of practice
OHS legislation and codes of practice
suppliers
a team.
Methods 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
third-party reports from a supervisor
customer feedback
research report
written or verbal questioning to assess knowledge and understanding
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.
Evidence of the following is essential:
consistently maintains, monitors and evaluates sales and service delivery
communicates sales and service targets and plans and provides feedback on operations and outcomes to relevant personnel in accordance with store policy
proactively improves sales and service delivery operations
accurately interprets and maintains data on sales and services delivery
negotiates and arranges supply of goods according to store policy and procedures
consistently authorises pricing and payment agreements according to store policy and procedures
consistently maintains, monitors and evaluates supply of stock.
Context of and specific resources for assessment
Assessment must ensure access to:
a retail work environment
relevant documentation, such as:
policy and procedures manuals
sales and service delivery targets and plans
records of sales and service
legislation and statutory requirements
industry codes of practice
OHS legislation and codes of practice
suppliers
a team.
Methods 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
third-party reports from a supervisor
customer feedback
research report
written or verbal questioning to assess knowledge and understanding
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| N0707 | WRRO2B | Manage sales and service delivery | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WD987 | SIRXSLS406 | Manage sales and service delivery | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S577 | SIR40107 | Certificate IV in Community Pharmacy | Qualification |