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.

Product knowledge may include:
warranties
features and benefits
use-by dates
handling and storage requirements
stock availability
safety features
price.


Customers may include:
business customers or individuals
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.


Sales approaches and techniques may include:
gaining a customer
closing a sale
associated sales techniques, including:
trade-up
trade-in
tie-ins
cut-ins
range-ins
negotiation skills
over-the-phone empathy creation
securing payment.


Communication may include:
speaking and listening
reading and writing
body language
facial expression
telephone
electronic media such as email
using languages other than English including , local community languages Indigenous languages
using forms of visual communication such as sign language
using assistive technology such as TTY
using open and inclusive language.


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


Customer questions may relate to:
price and price reductions
quality
availability
features and benefits
usage.


Business policy and procedures may relate to:
interaction with customers
selling products and services
applying discounts.


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

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:
applies product knowledge and uses appropriate sales approach to sell the benefits of products, overcome objections and close sales
uses questioning, listening and observation skills to determine customer requirements
consistently applies business policy and procedures in regard to selling products and services
maximises sales opportunities according to business policy and procedures
consistently applies industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services
evaluates personal sales performance to maximise future sales.


Context of and specific resources for assessment
Assessment must ensure access to:
a wholesale work environment
relevant documentation, such as business policy and procedures manuals
a range of business customers with different requirements
a range of merchandise and products appropriate to the workplace
sources of product information.


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
third-party reports from a supervisor
customer feedback
answers to questions about specific skills and knowledge.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.


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.