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.

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


Store policy and procedures may relate to:
contact with customers
job descriptions and responsibilities
interaction with other team members
interaction with supervision and management
induction process.


Verbal and non-verbal interaction may occur with:
external customers
internal contacts, including management and other team members.


Questioning may involve the following communication techniques:
using open and inclusive language
speaking clearly and concisely
using appropriate language
non-verbal communication.


Information may include:
telephone
written
electronic media such as email
verbal feedback
observation.


Colleagues may include:
management
other staff members
full-time, part-time, casual or contract staff


Verbal and non-verbal communication may include:
speaking and listening
reading and writing
body language
facial expression.


Teams may include:
small work teams
store team
corporate team.


Problem solving may be affected by:
store policy and procedures
resource implications.


Retail documents may include:
stock sheets
planograms
timetables, staff record forms
lay-by slips
credit slips
product return slips
manufacturer instructions
telephone message pads.

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:
provides a consistently welcoming environment by treating customers in a courteous and helpful manner
uses effective questioning and active listening techniques to communicate with customers, while maintaining an awareness of the need for discretion, tact and confidentiality
interprets and communicates information to customers, supervisors and peers both face-to-face and via other electronic communication equipment
accesses, comprehends and processes information accurately according to store policy and procedures
consistently follows routine instructions and seeks advice and assistance if required
participates actively and positively within a workplace team.


Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
stock, inventory or price lists
lay-by, credit and product return slips
store 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 performance in the workplace
a role play
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.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SIRXIND001A Work effectively in a retail environment
SIRXOHS001A Apply safe working practices
SIRXCLM001A Organise and maintain work areas
SIRXICT001A Operate retail technology.


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.