Elements and Performance Criteria

The range statement indicates the context for demonstrating competence. This statement is a guide and unless otherwise indicated, items may or may not apply as required by the work context.
Work is carried out in accordance with workplace procedures, licensing requirements and legislative requirements
Workplace information can include Standard Operating Procedures (SOPs), and workplace policy and procedures in regard to providing tourism information. It also includes specifications, work notes, instructions or verbal direction from manager, supervisor or senior staff.
Size, type and location of cellar door sales outlets may vary
Enterprise product and service range may vary
Customers may be regular, new, external or enterprise personnel
Customers may include people from a range of social, cultural or ethnic backgrounds and physical and mental abilities. English may not be their first language.
Customers needs and requests may vary
Team members may include people from a range of social, cultural and ethnic backgrounds and physical and mental abilities. Size of teams may vary.
Levels of staffing may vary eg staff shortages
Levels of staff training may vary
Staff may be full-time, part-time or casual. They may also work in other areas of the enterprise.
Trading and other working conditions may be routine, busy or quiet
Information systems may be print or screen based
Information sources may be either available to the public or for enterprise personnel reference only
Australian wine regions should include Barossa, Coonawarra, Riverland, Rutherglen, Yarra Valley, Hunter Valley, Margaret River, Launceston. They may include, but are not limited to, Clare, McLaren Vale, Langhorne Creek, Padthaway, Pyrenees, Mudgee, Swan Valley, Cowra, MIA, Sunraysia, Gippsland.
Local events may include festivals, races, shows
Attractions and facilities may include hotels, accommodation, train, bus and taxi services, restaurants, cafes, shops eg grocery, police, hospitals, doctors, cinemas, theatres, petrol stations, ATMs, other wineries
Key wine industry events and awards may include Wine Australia, Tasting Australia and relevant regional events, International Wine Challenge, Jimmy Watson Trophy, regional and capital city shows and awards
Wine Industry bodies include:
Winemakers Federation of Australia (WFA)
Australian Wine&Brandy Corporation (AWBC)
Wine Grape Growers Council of Australia (WGCA)
Wine Industry National Education and Training Advisory Council (WINETAC)
Cooperative Research Centre for Viticulture (CRCV)
Phylloxera and Grape Industry Boards
Wine Industry media may include the Wine Industry Journal, Wine Spectator, Grapegrower and Winemaker, Decanter, Wine and Spirit International, Wine Magazine, Wine State Magazine
Distinguishing features include climate, varieties of grape grown, styles of wine produced and size and characteristics of wine region
History may include founders, ownership and significant dates
Materials may include leaflets, maps, magazines, books
The range statement indicates the context for demonstrating competence. This statement is a guide and unless otherwise indicated, items may or may not apply as required by the work context.
Work is carried out in accordance with workplace procedures, licensing requirements and legislative requirements
Workplace information can include Standard Operating Procedures (SOPs), and workplace policy and procedures in regard to providing tourism information. It also includes specifications, work notes, instructions or verbal direction from manager, supervisor or senior staff.
Size, type and location of cellar door sales outlets may vary
Enterprise product and service range may vary
Customers may be regular, new, external or enterprise personnel
Customers may include people from a range of social, cultural or ethnic backgrounds and physical and mental abilities. English may not be their first language.
Customers needs and requests may vary
Team members may include people from a range of social, cultural and ethnic backgrounds and physical and mental abilities. Size of teams may vary.
Levels of staffing may vary eg staff shortages
Levels of staff training may vary
Staff may be full-time, part-time or casual. They may also work in other areas of the enterprise.
Trading and other working conditions may be routine, busy or quiet
Information systems may be print or screen based
Information sources may be either available to the public or for enterprise personnel reference only
Australian wine regions should include Barossa, Coonawarra, Riverland, Rutherglen, Yarra Valley, Hunter Valley, Margaret River, Launceston. They may include, but are not limited to, Clare, McLaren Vale, Langhorne Creek, Padthaway, Pyrenees, Mudgee, Swan Valley, Cowra, MIA, Sunraysia, Gippsland.
Local events may include festivals, races, shows
Attractions and facilities may include hotels, accommodation, train, bus and taxi services, restaurants, cafes, shops eg grocery, police, hospitals, doctors, cinemas, theatres, petrol stations, ATMs, other wineries
Key wine industry events and awards may include Wine Australia, Tasting Australia and relevant regional events, International Wine Challenge, Jimmy Watson Trophy, regional and capital city shows and awards
Wine Industry bodies include:
Winemakers Federation of Australia (WFA)
Australian Wine&Brandy Corporation (AWBC)
Wine Grape Growers Council of Australia (WGCA)
Wine Industry National Education and Training Advisory Council (WINETAC)
Cooperative Research Centre for Viticulture (CRCV)
Phylloxera and Grape Industry Boards
Wine Industry media may include the Wine Industry Journal, Wine Spectator, Grapegrower and Winemaker, Decanter, Wine and Spirit International, Wine Magazine, Wine State Magazine
Distinguishing features include climate, varieties of grape grown, styles of wine produced and size and characteristics of wine region
History may include founders, ownership and significant dates
Materials may include leaflets, maps, magazines, books

The assessment process must address all of the following items of evidence.
Ability to:
Access workplace information to identify wine industry tourism promotion requirements
Liaise with other work areas. This may include:
other wineries
tourist information bureaux
local attractions and facilities.
Provide tourism information to winery visitors. This may include:
regular research and revision to ensure facts are accurate and up-to-date
accessing workplace information to find answers
drawing customers' attention to support materials eg maps, pamphlets, books
answering questions
anticipating customer needs, requirements
using terminology, pitch and levels appropriate to customer needs
using discretion and sensitivity
accurately identifying specific customer needs using listening, questioning and observation techniques eg special dietary requirements
selecting specific information or summary facts to meet customer needs succinctly
converting figures into a meaningful format eg imperial or metric, currency
sketching maps and diagrams
writing information down accurately and legibly eg addresses, telephone numbers
balancing attention between several customers, groups.
Communicate to different customers. This may include:
verbal skills, public speaking, articulation
body language eg eye contact
listening skills
observation techniques.
Provide information on phylloxera as required. This should include:
what phylloxera is and how it affects the vines
potential risk to Australian wine production
quarantine areas
procedures cellar door sales visitors can follow to reduce the risk of carrying the insect
it may include anticipating customer requirements and/or maintaining supplies of information leaflets.
Interpret Australian wine labels in terms of the label integrity program. This will include identifying:
region of production
vintage
grape variety(ies)
additives.
Maintain cellar door information resources. This may include:
identifying information that it likely to date quickly eg menus, prices
dating information sources in line with workplace procedures
removing, replacing, correcting damaged, inaccurate and out-of-date materials as required
sourcing replacement, new material in response to customer request and/or workplace requirements
researching and identifying up and coming events eg festivals, new restaurant opening
cleaning and tidying display areas
displaying information in an accessible and understandable format
creating information lists and documents.
Identify the role of the cellar door sales function within the overall operation of the enterprise
Knowledge of:
Brief history of Australian wine production including:
who first planted vines in Australia, where and when
how the wine industry developed
structure of the industry
key successes and challenges eg phylloxera
first exports
trends in styles produced
affect of immigrant tastes on wine styles
Location and key distinguishing features of Australia's main wine growing regions. Features may include:
climate
soil
grape varieties
wine styles
specific viticultural and vinification techniques
key brands.
Position of Australian wine in the world market. This may include:
quantity and value of Australian exports
major importers of Australian wine
key brands exported
label interpretation and Australian wine label integrity program.
The threat of phylloxera to the Australian wine industry including:
quarantine areas
affect of phylloxera on vine and wine
steps winery and vineyard visitors can take to minimise risk of transferring infection including:
planning visits to phylloxera free areas before infected vineyards
avoiding the vineyard where possible
wearing disposable shoes
keeping to sealed roads, paths
Regional and local history. This may include:
Aboriginal sites
settlement dates and nationalities
populations
wine production and vineyards.
Local events. This may include:
dates, times
features, expectations
booking procedures
information sources
location.
Local attractions, facilities and essential services. This may include:
telephone numbers
location, travel time
features
opening, running times
provision for special needs.
Key Australian and international wine industry events and awards and their purpose. This may include:
basic understanding of judging process
enterprise objectives and involvement.
Key Australian wine industry bodies, their purpose and contact details
Key wine industry media including:
title
target audience
issue frequency
availability
Enterprise features. These may include:
history
parent company and/or owners
size eg hectares, production capacity
key brands
product and service range
exports, overseas distributors.
Enterprise's and competitors' product range and features including:
styles
flagship brands
price
Workplace policy and procedures with regard to:
customer service and interaction
providing information
providing advice
OHS hazards and controls
procedures and responsibility for reporting problems
recording requirements and procedures
Relationship with other standards
Prerequisite units
The person being assessed in this Unit of Competency must be competent in:
WRRCS3B Interact with customers
Resources required for assessment
Assessment must occur in a real or simulated workplace where the assessee has access to:
Personal protective clothing and equipment as required
Work procedures including advice on company practices, safe work practices, food safety, quality and environmental requirements
Instructions, information, specifications and schedules as required
Equipment, services and corresponding information as required
Products and materials as required
Internal and external customers and suppliers as required
Cleaning procedures, materials and equipment as required
Documentation and recording requirements and procedures
Assessment requirements
For information on how to assess this competency standard and who can assess, refer to the Assessment Guidelines for this Training Package.
The assessment process must address all of the following items of evidence.
Ability to:
Access workplace information to identify wine industry tourism promotion requirements
Liaise with other work areas. This may include:
other wineries
tourist information bureaux
local attractions and facilities.
Provide tourism information to winery visitors. This may include:
regular research and revision to ensure facts are accurate and up-to-date
accessing workplace information to find answers
drawing customers' attention to support materials eg maps, pamphlets, books
answering questions
anticipating customer needs, requirements
using terminology, pitch and levels appropriate to customer needs
using discretion and sensitivity
accurately identifying specific customer needs using listening, questioning and observation techniques eg special dietary requirements
selecting specific information or summary facts to meet customer needs succinctly
converting figures into a meaningful format eg imperial or metric, currency
sketching maps and diagrams
writing information down accurately and legibly eg addresses, telephone numbers
balancing attention between several customers, groups.
Communicate to different customers. This may include:
verbal skills, public speaking, articulation
body language eg eye contact
listening skills
observation techniques.
Provide information on phylloxera as required. This should include:
what phylloxera is and how it affects the vines
potential risk to Australian wine production
quarantine areas
procedures cellar door sales visitors can follow to reduce the risk of carrying the insect
it may include anticipating customer requirements and/or maintaining supplies of information leaflets.
Interpret Australian wine labels in terms of the label integrity program. This will include identifying:
region of production
vintage
grape variety(ies)
additives.
Maintain cellar door information resources. This may include:
identifying information that it likely to date quickly eg menus, prices
dating information sources in line with workplace procedures
removing, replacing, correcting damaged, inaccurate and out-of-date materials as required
sourcing replacement, new material in response to customer request and/or workplace requirements
researching and identifying up and coming events eg festivals, new restaurant opening
cleaning and tidying display areas
displaying information in an accessible and understandable format
creating information lists and documents.
Identify the role of the cellar door sales function within the overall operation of the enterprise
Knowledge of:
Brief history of Australian wine production including:
who first planted vines in Australia, where and when
how the wine industry developed
structure of the industry
key successes and challenges eg phylloxera
first exports
trends in styles produced
affect of immigrant tastes on wine styles
Location and key distinguishing features of Australia's main wine growing regions. Features may include:
climate
soil
grape varieties
wine styles
specific viticultural and vinification techniques
key brands.
Position of Australian wine in the world market. This may include:
quantity and value of Australian exports
major importers of Australian wine
key brands exported
label interpretation and Australian wine label integrity program.
The threat of phylloxera to the Australian wine industry including:
quarantine areas
affect of phylloxera on vine and wine
steps winery and vineyard visitors can take to minimise risk of transferring infection including:
planning visits to phylloxera free areas before infected vineyards
avoiding the vineyard where possible
wearing disposable shoes
keeping to sealed roads, paths
Regional and local history. This may include:
Aboriginal sites
settlement dates and nationalities
populations
wine production and vineyards.
Local events. This may include:
dates, times
features, expectations
booking procedures
information sources
location.
Local attractions, facilities and essential services. This may include:
telephone numbers
location, travel time
features
opening, running times
provision for special needs.
Key Australian and international wine industry events and awards and their purpose. This may include:
basic understanding of judging process
enterprise objectives and involvement.
Key Australian wine industry bodies, their purpose and contact details
Key wine industry media including:
title
target audience
issue frequency
availability
Enterprise features. These may include:
history
parent company and/or owners
size eg hectares, production capacity
key brands
product and service range
exports, overseas distributors.
Enterprise's and competitors' product range and features including:
styles
flagship brands
price
Workplace policy and procedures with regard to:
customer service and interaction
providing information
providing advice
OHS hazards and controls
procedures and responsibility for reporting problems
recording requirements and procedures
Relationship with other standards
Prerequisite units
The person being assessed in this Unit of Competency must be competent in:
WRRCS3B Interact with customers
Resources required for assessment
Assessment must occur in a real or simulated workplace where the assessee has access to:
Personal protective clothing and equipment as required
Work procedures including advice on company practices, safe work practices, food safety, quality and environmental requirements
Instructions, information, specifications and schedules as required
Equipment, services and corresponding information as required
Products and materials as required
Internal and external customers and suppliers as required
Cleaning procedures, materials and equipment as required
Documentation and recording requirements and procedures
Assessment requirements
For information on how to assess this competency standard and who can assess, refer to the Assessment Guidelines for this Training Package.