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 conducting product tastings. It also includes specifications, work notes, instructions or verbal direction from the manager, supervisor or senior staff.
Products for tasting may include wines and spirits
Product knowledge may include product style and characteristics, optimum serving condition, cellaring potential, storage requirements, stock availability, serving requirements, food or occasion matches, vintage characteristics, production techniques, price, discounts, special offers, sizes
Cork characters associated with ageing products may include:
shrinkage and expansion in response to inconsistent temperature
corks drying and shrinking where wine is not kept up to the cork, ruining the bottle seal
natural cork deterioration through ageing and exacerbated by vermin eg mouse, rat attack
random bottle oxidation from some corks allowing more air in than others
cork bleeding, allowing wine and oxygen transfer across the cork barrier
Management techniques and practices for corks of ageing products may include:
maintaining a constant cool temperature in bottle storage areas
maintaining the seal by keeping bottles in an inverted position and corks wet and expanded
monitoring bottles for signs of random bottle oxidation eg darkening or browning of white wine colour or wine and oxygen transfer eg wine dripping onto the floor below an imperfect seal, crusting around the seal
undertaking assigned responsibilities in a cork maintenance program for museum wines eg submitting wines to laboratory for resealing and bottle topping
controlling vermin in the cellar door sales and bottle storage area
Tasting equipment may vary and should include that which is required to prepare for and conduct a wine tasting according to workplace policy and procedures eg spittoons, glasses, corkscrews, foil cutters, champagne cork removers, decanters, wine thermometer, stoppers or vac-u-vins
Chilling equipment for product tasting may include ice buckets, fridges, cool box or bag, rapid ice
Support materials may vary and should include that which is required to prepare for and conduct a wine tasting according to workplace policy and procedures eg product information sheets, promotional materials, tasting notes, evaluation sheets, napkins, ice, water, light food, pens or markers, wine lists
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. Buying or ordering experience and expertise may vary.
Customer needs and requests may vary
Product faults may include tartrates, oxidation, haze, cork taint, excessive sulphur and packaging defects
Size, type and location of cellar door sales outlets may vary
Workplace product and service range 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 or working conditions may be routine, busy or quiet
Information systems may be print or screen based
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 conducting product tastings. It also includes specifications, work notes, instructions or verbal direction from the manager, supervisor or senior staff.
Products for tasting may include wines and spirits
Product knowledge may include product style and characteristics, optimum serving condition, cellaring potential, storage requirements, stock availability, serving requirements, food or occasion matches, vintage characteristics, production techniques, price, discounts, special offers, sizes
Cork characters associated with ageing products may include:
shrinkage and expansion in response to inconsistent temperature
corks drying and shrinking where wine is not kept up to the cork, ruining the bottle seal
natural cork deterioration through ageing and exacerbated by vermin eg mouse, rat attack
random bottle oxidation from some corks allowing more air in than others
cork bleeding, allowing wine and oxygen transfer across the cork barrier
Management techniques and practices for corks of ageing products may include:
maintaining a constant cool temperature in bottle storage areas
maintaining the seal by keeping bottles in an inverted position and corks wet and expanded
monitoring bottles for signs of random bottle oxidation eg darkening or browning of white wine colour or wine and oxygen transfer eg wine dripping onto the floor below an imperfect seal, crusting around the seal
undertaking assigned responsibilities in a cork maintenance program for museum wines eg submitting wines to laboratory for resealing and bottle topping
controlling vermin in the cellar door sales and bottle storage area
Tasting equipment may vary and should include that which is required to prepare for and conduct a wine tasting according to workplace policy and procedures eg spittoons, glasses, corkscrews, foil cutters, champagne cork removers, decanters, wine thermometer, stoppers or vac-u-vins
Chilling equipment for product tasting may include ice buckets, fridges, cool box or bag, rapid ice
Support materials may vary and should include that which is required to prepare for and conduct a wine tasting according to workplace policy and procedures eg product information sheets, promotional materials, tasting notes, evaluation sheets, napkins, ice, water, light food, pens or markers, wine lists
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. Buying or ordering experience and expertise may vary.
Customer needs and requests may vary
Product faults may include tartrates, oxidation, haze, cork taint, excessive sulphur and packaging defects
Size, type and location of cellar door sales outlets may vary
Workplace product and service range 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 or working conditions may be routine, busy or quiet
Information systems may be print or screen based

The assessment process must address all of the following items of evidence.
Ability to:
Access workplace information to identify standard wine tasting and preparation requirements
Confirm supply of necessary products, equipment and materials, their status and condition as required
Liaise with other work areas
Cellar wines appropriately in readiness for tasting, according to wine style and workplace policy. This will include consideration of:
UV and sunlight
temperature
humidity
position and cork condition
vibration
ease of access
pest control
stock rotation procedures.
Prepare glasses for tasting. This should include:
Selecting appropriate glass for product
cleaning appropriately ie no detergent residues
rejecting chipped or damaged glasses
polishing hygienically
ensuring sufficient quantity for customer requirements
positioning for easy access and use and to maintain cleanliness.
Prepare support materials. These may include:
tasting notes, evaluation sheets
wine lists
background or promotional documentation
pens and paper
napkins or towels
corkscrews
white table cloth and paper
appropriate food and water to accompany tasting.
Prepare spittoons or spit buckets. This may include:
cleaning and sanitising
filling with sawdust.
Prepare chilling equipment. This may include:
cleaning and sanitising
checking adequacy of supplies of ice.
Complete a standard sensory evaluation of products prior to tasting
Identify out-of-specification products and materials or non-compliance with workplace standards and industry codes of practice. Common product faults include tartrate deposit, oxidation, haze, cork taint, excessive sulphur, cork and/or labelling imperfections.
Take corrective action in response to out-of-specification products or materials or non-compliance
Report and/or record corrective action as required
Apply a high standard of personal presentation. This may include:
personal hygiene
appropriate and clean clothes or uniform.
Handle wines appropriately to maintain optimum wine condition. This may include consideration of:
age of wine
deposits
disintegrating cork
tartrates.
Identify a wine that requires decanting
Decant a wine discreetly, taking customer perceptions into account
Identify customer's tasting preferences. This may include:
questioning techniques
active listening
observation techniques
referral to wine list
demonstrating an open, friendly and interested attitude.
Interpret product labels and select correct wine according to requirements and/or specifications
Open product for customer tastings. This may include:
selecting correct product as per product list eg vintage
removing top section of capsule cleanly and completely
extracting cork cleanly and completely
selecting appropriate opening mechanism
dating the bottle
opening sparkling wines.
Serve the product for customer tasting. This may include:
checking date of opening
assessing soundness and quality
decanting prior to serving
correct pouring technique to avoid drips
pouring correct tasting volume.
Encourage and facilitate responsible tasting by customers. This may include:
identifying customer tasting preferences as soon as possible and offering an appropriate selection of products to taste
providing a spittoon
providing water and/or soft drinks
providing food
pouring tasting samples according to workplace policy and procedures.
Maximise the pleasure of the product tasting for the customer. This may include particular attention to:
serving product in optimum condition
selecting clean, polished glassware of appropriate style
providing complimentary drinks or food to cleanse the palate
providing clean spittoons and napkins
providing accurate and relevant information on the products tasted. This should be appropriate to customers needs.
allowing the customer time and privacy to taste
encouraging the customer to ask questions and/or pass opinion on the product
identification of product faults before presenting to the customer and removal of the product from tasting
steering the order of tasting to allow products to be tasted in the most beneficial order
displaying the product label to the customer.
Resolve customer complaints effectively, promptly and courteously
Maintain open product between tastings. This may include:
stock rotation
removing air from bottle and resealing
refrigeration
labelling.
Shut down equipment as required
Prepare equipment for cleaning
Record workplace information
Maintain work area to meet housekeeping standards
May include the ability to:
Manually clean and sanitise equipment
Advise on products and services
Sell products and services
Knowledge of:
Product range and quality characteristics
Common product faults, features, causes and the corrective action necessary
Product sensory evaluation techniques (standard)
Operating procedures for equipment and services used
Optimum cellaring conditions for a range of products eg wines of varying maturity, fortified and liqueur wines, spirits
Preparation requirements and procedures for glasses, spittoons, chilling equipment and support materials
Product handling procedures and techniques eg opening, decanting, pouring, displaying the label
Procedures to maintain product quality between tastings
Product knowledge. This may include:
product style and taste characteristics
optimum serving requirements
preparation requirements
stock availability
label interpretation.
Purpose and principles of standard wine tasting
Relationship of sales area to other enterprise work areas and activities
Promotional and brand objectives of the enterprise
Workplace policies and procedures on:
customer service
customer complaints
responsible service of alcohol
safe food handling
product storage
product tastings
personal presentation
stock rotation
Communication techniques, including:
body language
questioning
active listening
providing information.
Available information resources eg wine lists, price lists, background documentation, winemaker, brand manager, senior staff, staff with special expertise
OHS hazards and controls
Procedures and responsibility for reporting problems
Housekeeping requirements and procedures
Recording requirements and procedures
May include knowledge of:
Techniques for manually cleaning and sanitising equipment
Techniques for advising on products and services
Techniques for selling products and services
Relationship with other standards
Prerequisite units
The person being assessed in this Unit of Competency must be competent in:
WRRCS3B Interact with customers
FDFCDSEWB Evaluate wine (standard)
THHBFB09B Provide responsible service of alcohol
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 standard wine tasting and preparation requirements
Confirm supply of necessary products, equipment and materials, their status and condition as required
Liaise with other work areas
Cellar wines appropriately in readiness for tasting, according to wine style and workplace policy. This will include consideration of:
UV and sunlight
temperature
humidity
position and cork condition
vibration
ease of access
pest control
stock rotation procedures.
Prepare glasses for tasting. This should include:
Selecting appropriate glass for product
cleaning appropriately ie no detergent residues
rejecting chipped or damaged glasses
polishing hygienically
ensuring sufficient quantity for customer requirements
positioning for easy access and use and to maintain cleanliness.
Prepare support materials. These may include:
tasting notes, evaluation sheets
wine lists
background or promotional documentation
pens and paper
napkins or towels
corkscrews
white table cloth and paper
appropriate food and water to accompany tasting.
Prepare spittoons or spit buckets. This may include:
cleaning and sanitising
filling with sawdust.
Prepare chilling equipment. This may include:
cleaning and sanitising
checking adequacy of supplies of ice.
Complete a standard sensory evaluation of products prior to tasting
Identify out-of-specification products and materials or non-compliance with workplace standards and industry codes of practice. Common product faults include tartrate deposit, oxidation, haze, cork taint, excessive sulphur, cork and/or labelling imperfections.
Take corrective action in response to out-of-specification products or materials or non-compliance
Report and/or record corrective action as required
Apply a high standard of personal presentation. This may include:
personal hygiene
appropriate and clean clothes or uniform.
Handle wines appropriately to maintain optimum wine condition. This may include consideration of:
age of wine
deposits
disintegrating cork
tartrates.
Identify a wine that requires decanting
Decant a wine discreetly, taking customer perceptions into account
Identify customer's tasting preferences. This may include:
questioning techniques
active listening
observation techniques
referral to wine list
demonstrating an open, friendly and interested attitude.
Interpret product labels and select correct wine according to requirements and/or specifications
Open product for customer tastings. This may include:
selecting correct product as per product list eg vintage
removing top section of capsule cleanly and completely
extracting cork cleanly and completely
selecting appropriate opening mechanism
dating the bottle
opening sparkling wines.
Serve the product for customer tasting. This may include:
checking date of opening
assessing soundness and quality
decanting prior to serving
correct pouring technique to avoid drips
pouring correct tasting volume.
Encourage and facilitate responsible tasting by customers. This may include:
identifying customer tasting preferences as soon as possible and offering an appropriate selection of products to taste
providing a spittoon
providing water and/or soft drinks
providing food
pouring tasting samples according to workplace policy and procedures.
Maximise the pleasure of the product tasting for the customer. This may include particular attention to:
serving product in optimum condition
selecting clean, polished glassware of appropriate style
providing complimentary drinks or food to cleanse the palate
providing clean spittoons and napkins
providing accurate and relevant information on the products tasted. This should be appropriate to customers needs.
allowing the customer time and privacy to taste
encouraging the customer to ask questions and/or pass opinion on the product
identification of product faults before presenting to the customer and removal of the product from tasting
steering the order of tasting to allow products to be tasted in the most beneficial order
displaying the product label to the customer.
Resolve customer complaints effectively, promptly and courteously
Maintain open product between tastings. This may include:
stock rotation
removing air from bottle and resealing
refrigeration
labelling.
Shut down equipment as required
Prepare equipment for cleaning
Record workplace information
Maintain work area to meet housekeeping standards
May include the ability to:
Manually clean and sanitise equipment
Advise on products and services
Sell products and services
Knowledge of:
Product range and quality characteristics
Common product faults, features, causes and the corrective action necessary
Product sensory evaluation techniques (standard)
Operating procedures for equipment and services used
Optimum cellaring conditions for a range of products eg wines of varying maturity, fortified and liqueur wines, spirits
Preparation requirements and procedures for glasses, spittoons, chilling equipment and support materials
Product handling procedures and techniques eg opening, decanting, pouring, displaying the label
Procedures to maintain product quality between tastings
Product knowledge. This may include:
product style and taste characteristics
optimum serving requirements
preparation requirements
stock availability
label interpretation.
Purpose and principles of standard wine tasting
Relationship of sales area to other enterprise work areas and activities
Promotional and brand objectives of the enterprise
Workplace policies and procedures on:
customer service
customer complaints
responsible service of alcohol
safe food handling
product storage
product tastings
personal presentation
stock rotation
Communication techniques, including:
body language
questioning
active listening
providing information.
Available information resources eg wine lists, price lists, background documentation, winemaker, brand manager, senior staff, staff with special expertise
OHS hazards and controls
Procedures and responsibility for reporting problems
Housekeeping requirements and procedures
Recording requirements and procedures
May include knowledge of:
Techniques for manually cleaning and sanitising equipment
Techniques for advising on products and services
Techniques for selling products and services
Relationship with other standards
Prerequisite units
The person being assessed in this Unit of Competency must be competent in:
WRRCS3B Interact with customers
FDFCDSEWB Evaluate wine (standard)
THHBFB09B Provide responsible service of alcohol
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.