Elements and Performance Criteria

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.
Product knowledge may include:
brand options
product features and benefits
warranties
safety features
use-by dates
handling and storage requirements
stock availability
price.
Product knowledge may be developed and maintained by:
accessing the internet
attending product launches
attending product seminars
discussions with staff
accessing product information booklets and pamphlets.
Store policy and procedures in regard to:
interaction with customers
selling products and services.
Legislative requirements may include:
Trade Practices and Fair Trading Acts
tobacco laws
liquor laws
lottery legislation
industry codes of practice
WHS
sale of second-hand goods
sale of X and R rated products
trading hours
transport, storage and handling of goods.
Staff may include:
full-time, part-time or casual
under contract
people with varying degrees of language and literacy
people from a range of cultural, social and ethnic backgrounds
people with a range of responsibilities and job descriptions.
Customer requirements may include:
specific brand
sizing
quality
quantity
price range
usage.
Customers may include:
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.
Pricing structure may include:
sales reductions
pricing procedures, including GST requirements
mark-downs.

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:
consistently applies store policies and procedures and industry codes of practice in regard to customer service and selling products and services
develops, maintains and conveys product knowledge to customers and other staff
applies detailed and specialised product knowledge to provide accurate advice according to the needs of the customer.
Context of and specific resources for assessment
Assessment must ensure access to:
a retail work environment
a range of stock and merchandise
relevant documentation, such as:
price lists
policy and procedures manuals
a range of customers with different requirements
a range of communication equipment.
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
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.