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:
selling health and nutritional products and services
Store health and nutritional product range may include:
food nutritional supplements
vitamin and mineral supplements
complementary medicines/therapies
natural cosmetics
health devices
bulk/prepackaged/refrigerated/ fresh produce
confectionery/snack food/drinks including teas
organic food and/or genetically modified organism (GMO) free
books
Relevant sources of information may include:
store or supplier product manuals
brochures
product labels
Internet
product seminars
Relevant product information may include:
type
purpose
basic production methods
features and benefits
price
storage requirements
shelf life
Supplements may include:
vitamins/minerals/amino acids and other nutritional factors
herbs/homeopathic products/cell salts
food supplements/sports supplements/drinks/special dietary foods
Complementary products may include:
herbal/homeopathic/aromatherapy products
other natural and traditional remedies eg Chinese, Ayurvedic, Bach Flower essences
massage oils
personal hygiene products
natural make up products
Natural cosmetics may include:
hair
skin
nail products
Health devices may include:
water filters
magnetic products
books/music
crystals
Product may be:
local
imported
Legislative requirements may include:
occupational health and safety
consumer law
food safety regulations
Trade practices and Fair Trading Acts
waste disposal
hazardous substances and dangerous goods
environmental protection
Customers may include:
those with routine or special requests including dietary requirements
regular and new customers
people from a range of social, cultural or ethnic backgrounds and physical and mental abilities

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:

Consistently applies store policies and procedures which comply with consumer law and legislative requirements regarding the selling of health and nutritional products and services.
Continually updates and applies product knowledge in regard to current store health products and services to provide comprehensive advice to customers and staff.
Consistently advises customers and informs sales team members of major characteristics of store range of health products, including, product type, purpose, features and benefits, price, basic production methods and storage requirements.
Consistently advises customers on store health services available, and schedules appointments with complementary therapists where applicable.

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:

sales/customer service
methods of dealing with special needs/requests of customers
customer complaints
Store health and nutritional product and service range, including, new lines and seasonal promotions
Relevant legislation and statutory requirements

Relevant industry codes of practice, including :

advertising (Therapeutic Goods Administration)
stock procurement/stock dispensing
complimentary Health Care Council (CHC) guidelines
Relevant occupational health and safety legislation/regulations/codes of practice
Trade Practices and Fair Trading Acts

Skills in:

Interpersonal communication skills
Handling customers with special needs, including difficult customers
Organising and providing health and nutritional services to customers
Scheduling appointments where required
Handling customers with special dietary needs

Literacy skills in the following areas:

reading and interpreting product labels
reading and understanding store policies and procedures

Numeracy skills in relation to:

pricing, estimating and weighing products

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 WRRSS16B 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 work environment
Relevant sources of product information

Relevant documentation, such as:

store policy and procedures manuals
industry codes of practice and relevant legislation
occupational health and safety legislation/regulations/codes of practice
Access to an appropriate range of health products and services
Access to a range of customers with different requirement

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
Product information and advice needs to be communicated to customers and other staff. (2)

Collecting analysing and organising information
Information on products and services needs to be collected, analysed and organised. (2)

Planning and organising activities
Researching comparisons between products requires activities to be planned and organised. (2)

Working with others and in teams
Dealing with customers and other staff members requires team work. (2)

Using mathematical ideas and techniques
Pricing, weighing and measuring products requires the use of mathematical ideas and techniques. (2)

Solving problems
Identifying products to match customer needs requires problem solving skills. (2)

Using technology
Accessing product information through video or computer based methods requires the use of technology. (2)