Elements and Performance Criteria

The Range of Variables explains the contexts within which the performance and knowledge requirements of this standard may be assessed. The scope of variables chosen in training and assessment requirements may depend on the work situations available.

How might information be provided in a timely and professional manner?
Through using appropriate interpersonal skills, providing information after gaining customers attention and/or permission, and in a manner that is readily understood by the customer and addresses their information needs.

What enterprise procedures might need to be considered?
"Meet and greet" procedures for customers include timing and nature of approach, store policy and procedures on customer service and sales, promoting products, and encouraging sales. Enterprise policy in relation to "hard, suggestive or soft sell" techniques.

What interpersonal skills might be considered appropriate when identifying customer needs?
Skills may include using appropriate body language, summarising and paraphrasing to check understanding of customers message, providing an opportunity for the customer to confirm their request, and seeking feedback from the customer to confirm understanding of needs. Questioning to clarify and confirm the customers needs, listening and responding appropriately to what the client is communicating, using appropriate tone, and having regard for manner and personal space considerations.

What personal and professional limitations might arise?
Lack of knowledge in regard to specific products and product applications, store policy and procedures, OHS, and other legal considerations.
Lack of skills in handling difficult customers, making or closing a sale, or providing advice.

What are the important considerations in giving prices and quotations?
Quotations may be written or verbal and should be consistent with customer requirements and enterprise policy. Quotations may be completed or checked by a supervisor or more experienced staff prior to presentation to customer.

Who might be considered to be appropriate personnel?
Supervisors, more experienced sales staff and technical support within enterprise or manufacturer.

What might be included in add-on and repeat sales?
Add-on sales could include alternative, additional and specialist products and services that meet identified needs and customer requirements, or could be needed to complete or complement the application or initial purchase. For example, additional equipment, materials or accessories.
Repeat sales may include opportunities to encourage further business at a later date and to promote further contact with the store/business, including customer receiving brochures and notices of sales promotions.

What are the important considerations in handling and storing products safely and efficiently?
Products need to be stored safely and securely, and to provide maximum protection and longevity of product.

What documentation might need to be completed?
Quantity and code slips for register staff, clearance slips, order forms and consignment documents may be required.

What re-ordering procedures might be necessary?
Recording of sales and completion of stock control/movement records.

How might information be provided in a timely and professional manner?
Through using appropriate interpersonal skills, providing information after gaining customers attention and/or permission, and in a manner that is readily understood by the customer and addresses their information needs.

What enterprise procedures might need to be considered?
"Meet and greet" procedures for customers include timing and nature of approach, store policy and procedures on customer service and sales, promoting products, and encouraging sales. Enterprise policy in relation to "hard, suggestive or soft sell" techniques.

What interpersonal skills might be considered appropriate when identifying customer needs?
Skills may include using appropriate body language, summarising and paraphrasing to check understanding of customers message, providing an opportunity for the customer to confirm their request, and seeking feedback from the customer to confirm understanding of needs. Questioning to clarify and confirm the customers needs, listening and responding appropriately to what the client is communicating, using appropriate tone, and having regard for manner and personal space considerations.

What personal and professional limitations might arise?
Lack of knowledge in regard to specific products and product applications, store policy and procedures, OHS, and other legal considerations.
Lack of skills in handling difficult customers, making or closing a sale, or providing advice.

What are the important considerations in giving prices and quotations?
Quotations may be written or verbal and should be consistent with customer requirements and enterprise policy. Quotations may be completed or checked by a supervisor or more experienced staff prior to presentation to customer.

Who might be considered to be appropriate personnel?
Supervisors, more experienced sales staff and technical support within enterprise or manufacturer.

What might be included in add-on and repeat sales?
Add-on sales could include alternative, additional and specialist products and services that meet identified needs and customer requirements, or could be needed to complete or complement the application or initial purchase. For example, additional equipment, materials or accessories.
Repeat sales may include opportunities to encourage further business at a later date and to promote further contact with the store/business, including customer receiving brochures and notices of sales promotions.

What are the important considerations in handling and storing products safely and efficiently?
Products need to be stored safely and securely, and to provide maximum protection and longevity of product.

What documentation might need to be completed?
Quantity and code slips for register staff, clearance slips, order forms and consignment documents may be required.

What re-ordering procedures might be necessary?
Recording of sales and completion of stock control/movement records.

What evidence is required to demonstrate competence for this standard as a whole?
Competence in this unit requires evidence that demonstrates the ability to engage customers, identify the potential for a sale, and present purchase options to the customer. It requires skills in providing quotations (with assistance when required), and in completing a sale. The ability to encourage further business, to know when to refer or seek assistance, and to know own limitations is also required.
The skills and knowledge required to sell products and services must be transferable to a different work environment. For example, if competency is demonstrated in selling products and services in an agricultural merchandise setting, it should also be evident in a horticultural setting in a small, medium or large enterprise environment.
What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this standard in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this competency standard are listed below:

customer buying signals
customer requirements in various rural and horticultural settings
how to effectively engage and communicate with a range of customers from culturally diverse backgrounds, and of varying physical and mental abilities
legal requirements in sales environments, particularly Fair Trading, Trade Practices and Sale of Goods legislation, and public liability
sales techniques.

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, appropriate literacy and numeracy levels as well as some complementary skills are required. These include the ability to:

assess initial customer needs
calculate quantities and prices
access and research product information
seek assistance as required
recommend products
encourage repeat business
complete sales
communicate effectively with customers from a range of culturally diverse backgrounds.

Are there other competency standards that could be assessed with this one?
This competency standard

Essential Assessment Information
There is essential information about

What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this standard in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this competency standard are listed below:

customer buying signals
customer requirements in various rural and horticultural settings
how to effectively engage and communicate with a range of customers from culturally diverse backgrounds, and of varying physical and mental abilities
legal requirements in sales environments, particularly Fair Trading, Trade Practices and Sale of Goods legislation, and public liability
sales techniques.

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, appropriate literacy and numeracy levels as well as some complementary skills are required. These include the ability to:

assess initial customer needs
calculate quantities and prices
access and research product information
seek assistance as required
recommend products
encourage repeat business
complete sales
communicate effectively with customers from a range of culturally diverse backgrounds.

Are there other competency standards that could be assessed with this one?
This competency standard

Essential Assessment Information
There is essential information about

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 competency standard. Following each question a number in brackets 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
In discussing customer needs and benefits of products with customers and/or appropriate personnel. (1)

Communicating ideas and information
In discussing customer needs and benefits of products with customers and/or appropriate personnel. (1)

Collecting analysing and organising information
In relation to products and sales and in determining the requirements of customers. (1)

Collecting analysing and organising information
In relation to products and sales and in determining the requirements of customers. (1)

Planning and organising activities
In engaging customer, matching products to customer needs, organising quotations, and in seeking assistance. (1)

Planning and organising activities
In engaging customer, matching products to customer needs, organising quotations, and in seeking assistance. (1)

Working with others and in teams
By referring customers to more appropriate personnel, and in seeking assistance from other members of the work team. (1)

Working with others and in teams
By referring customers to more appropriate personnel, and in seeking assistance from other members of the work team. (1)

Using mathematical ideas and techniques
In calculating quantities and prices. (1)

Using mathematical ideas and techniques
In calculating quantities and prices. (1)

Solving problems
In seeking assistance with information outside of area of own knowledge or area of responsibility, and in matching products to customer needs. (1)

Solving problems
In seeking assistance with information outside of area of own knowledge or area of responsibility, and in matching products to customer needs. (1)

Using technology
In calculating volumes and prices, and recording stock movement. (1)

Using technology
In calculating volumes and prices, and recording stock movement. (1)