Elements and Performance Criteria

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Service may involve:
interacting with customers
interacting with supervisors and other staff members
handling telephone enquiries
organising and maintaining work areas
maintaining merchandise and displays
preparing goods for delivery
assisting other team members
working within required timelines.


Tasks and routines may be:
regular
rostered
recurring
irregular.


Customers may include:
external and internal contacts
new or repeat contacts
business or direct customers
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.


Staff and management may:
come from a range of social, cultural and ethnic backgrounds
have varying degrees of language and literacy levels.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
defines and explains distinguishing features of:
the wholesale industry
sectors within the industry
characteristics of a specific workplace
customers serviced by a wholesale business operation
plans and documents a personal career pathway
knows employee's own rights and responsibilities in regard to awards and agreements
accesses, comprehends and processes information accurately according to business policy and procedures
participates actively and positively within a workplace team
identifies and discusses customers by type and requirements
plans personal work routines and uses time effectively
uses correct industry terminology.


Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
business or sample policy and procedures
business or sample job descriptions and organisational charts
relevant awards or agreements
legislation on equal opportunity, equal employment opportunity (EEO) and anti-discrimination
business or sample policies on OHS
information on:
business operations
products and services
supply chains.


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 performance in the workplace
a simulated role play
third-party reports from a supervisor
customer feedback
review of portfolio of evidence
written or verbal questioning to assess knowledge and understanding.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SIRXCOM001A Communicate in the workplace
SIRXOHS001A Apply safe working practices
SIRXCLM001A Organise and maintain work areas
SIRXIND001A Work effectively in a retail environment.


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.