Unit of competency Outline
Date retreived
22/07/2026 10:00 AM AWST
22/07/2026 10:00 AM 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.
Recommend specialised products and services
Recommend specialised products and services
Unit of competency
National Code
SIRRRPK014A
SIRRRPK014A
State Code
S6097
S6097
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
22/04/2013
Field of Education
080501 - Sales
Original Release Date
22/04/2013
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to recommend and provide advice on specialised products and services to customers.
Notes
Elements and Performance Criteria
1 Research product range.
- 1.1 Identify product and service range.
- 1.2 Demonstrate knowledge of location of product range.
- 1.3 Demonstrate operation of inventory system.
- 1.4 Develop product knowledge by accessing relevant sources of information.
- 1.5 Develop knowledge and application of manufacturer technical information and specifications of product range.
- 1.6 Demonstrate use and operation of products according to organisation policy and procedures.
- 1.7 Research comparisons between products and services and apply accurately according to product information.
- 1.8 Demonstrate knowledge of relevant legislative requirements.
- 1.9 Convey product information to customers and other staff members as required.
2 Recommend specialised products and services.
- 2.1 Identify and evaluate customer requirements to provide advice on product suitability to assist buying decisions.
- 2.2 Determine suitability of products and materials according to customer requirements and manufacturer specifications.
- 2.3 Provide accurate advice on product specifications to meet customer requirements according to relevant legislation.
- 2.4 Convey features and benefits of products to customers to assist buying decisions.
- 2.5 Demonstrate or explain use and operation of products to customers in a systematic manner as required to create a buying environment.
- 2.6 Apply correct measuring, fitting or sizing procedures as relevant to the product.
- 2.7 Explain relevant maintenance and care requirements of product to customer.
- 2.8 Clearly explain to customer safety features and safe usage relevant to the product.
- 2.9 Maximise sales opportunities by use of add-on and complementary sales techniques.
- 2.10 Estimate quantities of product required.
3 Advise on product warranties.
- 3.1 Clearly explain to customer comparisons between product and manufacturer warranty terms.
- 3.2 Confirm and accurately convey individual product warranty terms and conditions to customers by accessing relevant sources of information.
- 3.3 Provide customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to legislative requirements and organisation policy and procedures.
4 Quote on price and payment options.
- 4.1 Calculate organisation recommended pricing for various product and service options and convey to customer according to legislative requirements.
- 4.2 Perform negotiation of individual product prices where appropriate according to pricing determinants and organisation policy.
- 4.3 Convey payment and credit options to customers and negotiate a preferred option following organisation procedures.
5 Advise on and arrange product service and repair.
- 5.1 Advise customer on organisation range of service and repairs according to organisation policy and procedures.
- 5.2 Question and actively listen to customer determine nature of problem.
- 5.3 Complete diagnosis of problem in terms of operator and equipment faults.
- 5.4 Offer solutions according to nature of problem, available product information and company and enterprise policy.
- 5.5 Identify service and repair process and accurately describe to customer, as required, according to company and enterprise policy.
- 5.6 Identify price and timelines for basic service and repairs and quote to customer where applicable.
- 5.7 Identify customer details and accurately transcribe to service report according to company and enterprise procedures and legislative requirements.
- 5.8 Label and securely store item for repair according to company and enterprise policy.
- 5.9 Organise service according to availability, customer requirements and legislative requirements.
- 5.10 Notify customer without undue delay on completion of service and repair.
- 5.11 Take follow-up action as necessary to ensure customer satisfaction.
product service and repairs
materials measuring and cutting
delivery
installation
insurance facilities
finance options.
manual
electronic
centralised.
brand options
materials, ingredients and composition
manufacturing process and construction
design features
quality
price
accessories
workmanship
component parts
safety features and toxicity
available styles, sizes and colour range
operation
storage and care requirements
country of manufacture
energy efficiency
environmental considerations and recycled products
age suitability and rating
performance
durability
warranties
health and hygiene
supply and availability.
supplier product leaflets
company and enterprise or trade product manuals
manufacturer brochures and specifications
catalogues
trade shows
internet
customer feedback
designated staff members
contacting suppliers direct.
consumer law
pricing procedures, including GST requirements
censorship, licensing and copyright laws
Trade Practices and Fair Trading Acts
sale of second-hand goods
OHS
industry codes of practice
privacy laws
customs regulations.
people with routine or special requests
people with special needs
regular and new customers
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities
individuals or organisations.
new or existing staff
people with varying levels of language and literacy
people from a range of cultural, social and ethnic backgrounds.
usage requirements
existing skills and knowledge
experience and professional and hobby needs
colour preferences and style
durability, function and usage
fashion and preferences
health factors
lifestyle
price
size
culture and ethnicity
interests
age suitability.
features
benefits
limitations
duration
price, where applicable.
selling specialised products and services
interaction with customers
processing items for service and repair.
price matching
individual discounts
adding value to purchase
bulk discounts.
face to face
by telephone
by correspondence (electronic or postal).
formally or informally
face to face
by telephone
by correspondence (electronic or postal)
by appointment.
materials measuring and cutting
delivery
installation
insurance facilities
finance options.
manual
electronic
centralised.
brand options
materials, ingredients and composition
manufacturing process and construction
design features
quality
price
accessories
workmanship
component parts
safety features and toxicity
available styles, sizes and colour range
operation
storage and care requirements
country of manufacture
energy efficiency
environmental considerations and recycled products
age suitability and rating
performance
durability
warranties
health and hygiene
supply and availability.
supplier product leaflets
company and enterprise or trade product manuals
manufacturer brochures and specifications
catalogues
trade shows
internet
customer feedback
designated staff members
contacting suppliers direct.
consumer law
pricing procedures, including GST requirements
censorship, licensing and copyright laws
Trade Practices and Fair Trading Acts
sale of second-hand goods
OHS
industry codes of practice
privacy laws
customs regulations.
people with routine or special requests
people with special needs
regular and new customers
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities
individuals or organisations.
new or existing staff
people with varying levels of language and literacy
people from a range of cultural, social and ethnic backgrounds.
usage requirements
existing skills and knowledge
experience and professional and hobby needs
colour preferences and style
durability, function and usage
fashion and preferences
health factors
lifestyle
price
size
culture and ethnicity
interests
age suitability.
features
benefits
limitations
duration
price, where applicable.
selling specialised products and services
interaction with customers
processing items for service and repair.
price matching
individual discounts
adding value to purchase
bulk discounts.
face to face
by telephone
by correspondence (electronic or postal).
formally or informally
face to face
by telephone
by correspondence (electronic or postal)
by appointment.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
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 and enterprise policy and procedures and industry codes of practice in regard to sales and customer service procedures
advises customers and informs sales team members of organisation range of products, their features and benefits, performance, complementary products, product availability and warranties
advises customers and sales team members on operation, storage and use of products
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 organisation policy and procedures
advises on and arranges for organisation services, internal and external, including repairs, according to organisation policy and procedures.
Context of and specific resources for assessment
Assessment must ensure access to:
a retail work environment
relevant sources of product information
relevant documentation, such as:
organisation policy and procedures manuals
industry codes of practice and relevant legislation
organisation inventory
an appropriate range of products
a range of customers with different requirements.
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
written or verbal 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:
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 and enterprise policy and procedures and industry codes of practice in regard to sales and customer service procedures
advises customers and informs sales team members of organisation range of products, their features and benefits, performance, complementary products, product availability and warranties
advises customers and sales team members on operation, storage and use of products
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 organisation policy and procedures
advises on and arranges for organisation services, internal and external, including repairs, according to organisation policy and procedures.
Context of and specific resources for assessment
Assessment must ensure access to:
a retail work environment
relevant sources of product information
relevant documentation, such as:
organisation policy and procedures manuals
industry codes of practice and relevant legislation
organisation inventory
an appropriate range of products
a range of customers with different requirements.
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
written or verbal 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 |
|---|---|---|---|
| S4042 | WRRSS20A | Recommend specialised products and services | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WD939 | SIRRRPK214 | Recommend specialised products and services | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D648 | CUV40411 | Certificate IV in Photo Imaging | Qualification |