Unit of competency Outline
Date retreived
23/07/2026 12:09 PM AWST
23/07/2026 12:09 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Sell products and services
Sell products and services
Unit of competency
National Code
SIRXSLS001A
SIRXSLS001A
State Code
S6191
S6191
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
15/07/2014
Field of Education
080501 - Sales
Original Release Date
15/07/2014
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses the key selling skills from approaching the customer to closing the sale. It requires a basic level of product knowledge.
Notes
Elements and Performance Criteria
1 Apply product knowledge.
- 1.1 Demonstrate knowledge of the use and application of relevant products and services according to store policy and legislative requirements.
- 1.2 Develop product knowledge by accessing relevant sources of information.
2 Approach customer.
- 2.1 Determine and apply timing of customer approach.
- 2.2 Identify and apply effective sales approach.
- 2.3 Convey a positive impression to arouse customer interest.
- 2.4 Demonstrate knowledge of customer buying behaviour.
3 Gather information.
- 3.1 Apply questioning techniques to determine customer buying motives.
- 3.2 Use listening skills to determine customer requirements.
- 3.3 Interpret and clarify non-verbal communication cues.
- 3.4 Identify customers by name where possible.
- 3.5 Direct customer to specific merchandise.
4 Sell benefits.
- 4.1 Match customer needs to appropriate products and services.
- 4.2 Communicate knowledge of products features and benefits clearly to customers.
- 4.3 Describe product use and safety requirements to customers.
- 4.4 Refer customers to appropriate product specialist as required.
- 4.5 Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff.
5 Overcome objections.
- 5.1 Identify and accept customer objections.
- 5.2 Categorise objections into price, time and merchandise characteristics.
- 5.3 Offer solutions according to store policy.
- 5.4 Apply problem solving to overcome customer objections.
6 Close sale.
- 6.1 Monitor, identify and respond appropriately to customer buying signals.
- 6.2 Encourage customer to make purchase decisions.
- 6.3 Select and apply appropriate method of closing sale.
7 Maximise sales opportunities.
- 7.1 Recognise and apply opportunities for making additional sales.
- 7.2 Advise customer of complementary products or services according to customer's identified need.
- 7.3 Review personal sales outcomes to maximise future sales.
interaction with customers
selling products and services.
Trade Practices and Fair Trading Acts
tobacco laws
liquor laws
lottery legislation
industry codes of practice
OHS
sale of second-hand goods
sale of X and R rated products
trading hours
transport, storage and handling of goods.
warranties
features and benefits
use-by dates
handling and storage requirements
stock availability
safety features
price.
internet
staff members
store or supplier product manuals
product profiles
videos
demonstrations
labels
store tours.
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.
face to face
over the telephone
online.
price and price reductions
quality
availability
features and benefits.
store policies and procedures
resource implications.
selling products and services.
Trade Practices and Fair Trading Acts
tobacco laws
liquor laws
lottery legislation
industry codes of practice
OHS
sale of second-hand goods
sale of X and R rated products
trading hours
transport, storage and handling of goods.
warranties
features and benefits
use-by dates
handling and storage requirements
stock availability
safety features
price.
internet
staff members
store or supplier product manuals
product profiles
videos
demonstrations
labels
store tours.
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.
face to face
over the telephone
online.
price and price reductions
quality
availability
features and benefits.
store policies and procedures
resource implications.
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 and services, overcome objections and close sales
uses questioning, listening and observation skills to determine customer requirements
consistently applies store policies and procedures in regard to selling products and services
maximises sales opportunities according to store policies 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 retail work environment
relevant documentation, such as policy and procedures manuals
a range of customers with different requirements
a range of merchandise and products appropriate to the retail workplace
product labels and 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 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.
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.
Evidence of the following is essential:
applies product knowledge and uses appropriate sales approach to sell the benefits of products and services, overcome objections and close sales
uses questioning, listening and observation skills to determine customer requirements
consistently applies store policies and procedures in regard to selling products and services
maximises sales opportunities according to store policies 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 retail work environment
relevant documentation, such as policy and procedures manuals
a range of customers with different requirements
a range of merchandise and products appropriate to the retail workplace
product labels and 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 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.
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.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| N0721 | WRRS1B | Sell products and services | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WD983 | SIRXSLS201 | Sell products and services | Unit of competency |