Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to
Company/enterprise policy and procedures in regard to selling products and services:
Company/enterprise merchandise/service range
Relevant sources of information may include:
supplier product leaflets
company/enterprise or trade product manuals
manufacturer brochures and specifications
catalogues
trade shows
Internet
customer feedback
designated staff members
contacting suppliers direct
Legislative requirements may include:
consumer law
pricing procedures including Goods and Services Tax (GST) requirements
censorship, licensing and copyright laws
Trade Practices and Fair Trading Acts
sale of second hand goods
occupational health and safety
industry codes of practice
privacy laws
customs regulations
Customers may include:
people with routine or special requests
people with special needs
regular and new customers
people from a range of social, cultural or ethnic backgrounds and physical and mental abilities
individuals or organisations
Customer requirements may include:
usage requirements
existing skills and knowledge
experience/professional/hobby needs
colour preferences/style
durability/function/usage
fashion/preference
health factors
lifestyle
price
size
culture/ethnicity
interests
age suitability
Product information may include:
brand options
materials/ingredients/composition
manufacturing process/construction
design features
quality
price
accessories
workmanship
component parts
safety features/toxicity
available styles/sizes/colour range
operation
storage and care requirements
country of manufacture
energy efficiency
environmental considerations/recycled products
age suitability and rating
performance
durability
warranties
health and hygiene
supply and availability
Price negotiation may include:
price matching
individual discounts
adding value to purchase
bulk discounts
Company/enterprise service range may include:
product service and repairs
materials measuring and cutting
delivery
installation
insurance facilities
Diagnosis of problems may occur:
face to face
telephone
correspondence (electronic or postal)

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Consistently updates and applies product knowledge to provide comprehensive advice to customers and staff, including technical information and advice on warranties and insurance policies where applicable.
Consistently applies company/enterprise policies and procedures and industry codes of practice in regard to sales/customer service procedures.
Accurately advises customers and informs sales team members of company/enterprise range of products, their features and benefits, performance, complementary products, product availability and warranties.
Accurately advises customers and sales team members on operation, storage and use of products.
Accurately estimates and quotes on quantities of product required, as relevant to the product and customer requirements.
Successfully negotiates and administers price and payment options with customers as per company/enterprise policy and procedures.
Advises on and arranges for company/enterprise services, internal and external, including repairs, in accordance with company/enterprise policy and procedures.

Underpinning Skills and Knowledge
Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below.

Knowledge of:


Company/enterprise policies and procedures, in regard to:

sales/customer service, up-selling, on-selling
methods of dealing with special needs/requests of customers
customer complaints
price negotiation and payment options
services and repairs
Company/enterprise product range
Pricing procedures including Goods and Services Tax (GST) requirements
Manufacturer technical information
Product/manufacturer warranty terms and conditions
Relevant legislation and statutory requirements
Relevant industry codes of practice
Relevant occupational health and safety legislation/regulations/codes of practice

Skills in:

Interpersonal communication
Handling customers with special needs, including difficult or abusive customers
Negotiation

Literacy skills in the following areas:

reading and understanding product information and specifications
writing order specifications and delivery details

Numeracy skills in the following areas:

measuring/estimating accurately
advising/negotiating price and payment options

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRSS20A can be assessed with other units that make up a particular job function.

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Written or oral answers to questions about specific skills and knowledge

Resources Required
A retail work environment
Relevant sources of product information

Relevant documentation, such as:

company/enterprise policy and procedures manuals
industry codes of practice and relevant legislation
occupational health and safety legislation/regulations/codes of practice
Access to an appropriate range of products
Access to a range of customers with different requirements

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 unit of competency. Following each question a number 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
Information on products and services needs to be communicated with customers and staff. (2)

Collecting analysing and organising information
Product information needs to be collected, analysed and organised. (2)

Planning and organising activities
Arranging product services and repairs requires activities to be planned and organised. (2)

Working with others and in teams
Working with others to provide advice and services requires team work. (2)

Using mathematical ideas and techniques
Calculating and quoting on service and repairs requires the use of mathematical ideas and techniques. (2)

Solving problems
Determining suitability of products to meet customer needs requires problem solving skills. (2)

Using technology
Ordering product and completing payment options may require the use of technology. (2)