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 and the specific application.

What customer needs might be identified?
These could include the specific needs of customer depending on job requirements and specifications. May also relate to the need for specialised or technical assistance.

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?
Agricultural machinery and spare parts for wheeled and crawler tractors, farm vehicles (including 2,3,4 wheel motorcycles), all terrain vehicles, tractor mounted and linked implements, and specialised equipment for local/regional area. (Spare parts might be identified from samples, inventory system, catalogues).
Accessories such as oil and lubricants, tools, additives, sealants, fastenings and fixings, engineering supplies generally, bearings, and for all terrain vehicles - winches, wire cable, bull bars, body re-enforcements radios (including 2-way), air conditioners, comfort accessories, tyres, and customising accessories.
Small machinery including mowers (motor and ride-on), brushcutters, electricity generators, hedgecutters, motorised pumping/spraying equipment, grass slashers, chainsaws, mulchers, tillers, rotary hoes, and dairy machinery.
Building products including structural cladding timber, cement, galvanised or zincalume cladding, fibrous cement sheet, colorbond cladding, roofing and plumbing materials, insulation and damp-proofing materials, pre-fabricated buildings, and builders hardware.
Personal protective equipment may also be recommended/required, for example, ear/face protection, safety helmets/trousers, protective footwear, gloves and glasses.

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, samples, inventory systems, catalogues and audio-visual materials might also be accessed.

What advice might customers require?
Advice could be written or verbal, and could cover: identification of most suitable product and materials for the application; trade-in valuations; price, delivery and availability of product, advantages, disadvantages, features and benefits, legal and safety requirements; operating instructions, and safe handling.
Advice should also cover quantities and rebates, product durability, and personal protective equipment requirements (which may include fitting or demonstration of product).
Additional advice could include warranty information, servicing/repair requirements, customer and store obligations; potential finance arrangements; operation of parts accessories and products, specialised equipment, cleaning products, where required, and information on condition of purchase or trade-in might need to be provided.

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.

How might products be exhibited?
Arrangements may need to be made for products to be showcased or safely exhibited. Products may also be exhibited and promoted through brochures, leaflets, video displays, company sales representatives, product information sessions, or exhibits of existing systems.

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 needs, or to complete or complement the application or initial purchase. For example, additional equipment materials or accessories, including supplementary or specialist products, and personal protective equipment may also be recommended including ear/face protection, safety helmets/trousers, protective footwear, gloves and glasses.
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?
Products are housed/stored safely and securely, and reflects industry best practice to maximise longevity of product.

What documentation might need to be completed?
Quantity and code slips for register staff, clearance slips, warranty order forms, purchase order forms and consignment documents may be required.

What re-ordering procedures might be necessary?
Recording of sales and 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 and the specific application.

What customer needs might be identified?
These could include the specific needs of customer depending on job requirements and specifications. May also relate to the need for specialised or technical assistance.

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?
Agricultural machinery and spare parts for wheeled and crawler tractors, farm vehicles (including 2,3,4 wheel motorcycles), all terrain vehicles, tractor mounted and linked implements, and specialised equipment for local/regional area. (Spare parts might be identified from samples, inventory system, catalogues).
Accessories such as oil and lubricants, tools, additives, sealants, fastenings and fixings, engineering supplies generally, bearings, and for all terrain vehicles - winches, wire cable, bull bars, body re-enforcements radios (including 2-way), air conditioners, comfort accessories, tyres, and customising accessories.
Small machinery including mowers (motor and ride-on), brushcutters, electricity generators, hedgecutters, motorised pumping/spraying equipment, grass slashers, chainsaws, mulchers, tillers, rotary hoes, and dairy machinery.
Building products including structural cladding timber, cement, galvanised or zincalume cladding, fibrous cement sheet, colorbond cladding, roofing and plumbing materials, insulation and damp-proofing materials, pre-fabricated buildings, and builders hardware.
Personal protective equipment may also be recommended/required, for example, ear/face protection, safety helmets/trousers, protective footwear, gloves and glasses.

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, samples, inventory systems, catalogues and audio-visual materials might also be accessed.

What advice might customers require?
Advice could be written or verbal, and could cover: identification of most suitable product and materials for the application; trade-in valuations; price, delivery and availability of product, advantages, disadvantages, features and benefits, legal and safety requirements; operating instructions, and safe handling.
Advice should also cover quantities and rebates, product durability, and personal protective equipment requirements (which may include fitting or demonstration of product).
Additional advice could include warranty information, servicing/repair requirements, customer and store obligations; potential finance arrangements; operation of parts accessories and products, specialised equipment, cleaning products, where required, and information on condition of purchase or trade-in might need to be provided.

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.

How might products be exhibited?
Arrangements may need to be made for products to be showcased or safely exhibited. Products may also be exhibited and promoted through brochures, leaflets, video displays, company sales representatives, product information sessions, or exhibits of existing systems.

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 needs, or to complete or complement the application or initial purchase. For example, additional equipment materials or accessories, including supplementary or specialist products, and personal protective equipment may also be recommended including ear/face protection, safety helmets/trousers, protective footwear, gloves and glasses.
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?
Products are housed/stored safely and securely, and reflects industry best practice to maximise longevity of product.

What documentation might need to be completed?
Quantity and code slips for register staff, clearance slips, warranty order forms, purchase order forms and consignment documents may be required.

What re-ordering procedures might be necessary?
Recording of sales and 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 machinery 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, and ensure that the advice, product type, application and suitability are understood by the customer. The ability to encourage add on sales, organise the demonstration of products, provide additional advice, and to represent the enterprise in a professional manner when dealing with customers is also required.
The skills and knowledge required to provide advice and sell machinery must be transferable to a different work environment. For example, if competence is demonstrated in providing advice on small agricultural equipment, it must also be evident in providing information on spare parts and accessories in a small, medium or large 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:

customer service and selling techniques
systems and procedures for the safe handling of machinery
enterprises business values, structure, products and services
industry terminology for products
requirements of local or specific customers
nature of agricultural activities in district
industry trends and improved practices in relation to machinery usage and equipment
systems and procedures for the safe handling of machinery and parts
manufacturers product recommendations and warranty requirements
relevant OHS, industry, fair trading, trade practices, and sales of goods legislation
relevant components of State/Territory Acts relating to machinery and its use.

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 attentive listening skills
relate to people from a range of social, cultural and ethnic backgrounds, and of varying physical and mental abilities
assess and demonstrate cost benefits
valuing trade-ins
research supplier information
demonstrate equipment
safe lifting, carrying and handling techniques.

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:

customer service and selling techniques
systems and procedures for the safe handling of machinery
enterprises business values, structure, products and services
industry terminology for products
requirements of local or specific customers
nature of agricultural activities in district
industry trends and improved practices in relation to machinery usage and equipment
systems and procedures for the safe handling of machinery and parts
manufacturers product recommendations and warranty requirements
relevant OHS, industry, fair trading, trade practices, and sales of goods legislation
relevant components of State/Territory Acts relating to machinery and its use.

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 attentive listening skills
relate to people from a range of social, cultural and ethnic backgrounds, and of varying physical and mental abilities
assess and demonstrate cost benefits
valuing trade-ins
research supplier information
demonstrate equipment
safe lifting, carrying and handling techniques.

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 products may be discussed with customers, suppliers and other appropriate personnel. Technical information regarding products needs to be conveyed to customers in a manner that ensures the customer understands the products application and related information. (2)

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

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

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

Planning and organising activities
Provision of advice may need to be structured, and product application thought through to ensure all usage considerations are accounted for and product is correct for application. (1)

Planning and organising activities
Provision of advice may need to be structured, and product application thought through to ensure all usage considerations are accounted for and product is correct for application. (1)

Working with others and in teams
Consultation with other members of the work team to maintain products and to ensure customer satisfaction. (1)

Working with others and in teams
Consultation with other members of the work team to maintain products and to ensure customer satisfaction. (1)

Using mathematical ideas and techniques
Mathematical techniques may be applied in the measurement of quantities to meet purchase or job requirements, 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 purchase or job requirements, 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 purchase, and for recording sales and re-ordering. (1)

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