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

Store policies and procedures in regard to:
contact with customers
job descriptions/responsibilities
interaction with other team members
interaction with supervision/management
induction process
Store policies and government legislation in regard to:
personal hygiene
self presentation

Information may include:
telephone
written
electronic media such as email
verbal messages

Teams may include:
small work teams
store team
corporate team

Team members may include:
management
other staff members
full-time
part-time
casual staff

Communication may occur with:
external customers
internal contacts including management and other team members

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

Planning may be affected by:
store procedures
unexpected contingencies

Workplace documents may include:
stock sheets
plan-o-grams
timetables, staff record forms
lay-by slips
credit slips
product return slips
telephone message pads

Numerical problems may include calculations of:
cash amounts
change

Numerical techniques may include:
addition/subtraction
multiplication/division
percentages

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:

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 accurately to customers, supervisors and peers both face to face and via other electronic communication equipment.
Accesses, comprehends and processes information accurately according to store policies and procedures.
Consistently follows routine instructions and seeks advice/assistance if required.
Participates actively and positively within a workplace team.
Consistently applies store policies and procedures, in regard to personal dress, presentation, hygiene and code of conduct.
Consistently meets store scheduling routines and uses time effectively.
Interprets, calculates and records numerical information accurately.

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:

Store policies and procedures, in regard to:

external and internal customer contact
hygiene and self presentation
verbal and non-verbal presentation
code of conduct
allocated duties and responsibilities
Goods and services provided by the store
Location of store departments
Relevant legislation and statutory requirements in regard to personal hygiene and self presentation
Functions and procedures for operating telephones and other communication equipment
Skills in:
Questioning/listening
Resolving conflict
Negotiating
Following set routines and procedures
Managing stress
Demonstrating self esteem

Literacy skills in regard to:

the comprehension of workplace documents

Numeracy skills in regard to workplace functions:

addition
subtraction
multiplication
division
percentages
use of a calculator

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 WRRCS1B can be assessed with the following units:

WRRER1B Work effectively in a retail environment
WRRLP1B Apply safe work practices
WRRM2B Perform routine housekeeping duties
WRRCA1B Operate retail equipment

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context or from a simulated work environment. Evidence might include:

Observation of the person in the workplace
A simulated role play
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
A real or simulated work environment
Relevant documentation, such as:
stock/inventory/price lists
lay by/credit/product return slips
store policy and procedures manuals
Access to a range of customers with different requirements
A range of communication equipment

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
Identifying customer requirements and informing others of any problems requires communication of ideas and information. (1)

Collecting analysing and organising information
Identifying tasks and relevant store information requires information to be collected, analysed and organised. (1)

Planning and organising activities
Following routine instructions requires activities to be planned and organised. (1)

Working with others and in teams
Working in a team is an essential part of this unit. (1)

Using mathematical ideas and techniques
Dealing with numerical problems and calculating numerical information requires the use of mathematical ideas and techniques. (1)

Solving problems
Problem solving skills will be applied when dealing with customer inquiries. (1)

Using technology
The use of technology may not be applied in this unit. (0)