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 may include but is not limited to:
Store policy and procedures in regardto:
selling products and services
Customers may include:
people with routine or special needs
regular or new customers
people from a range of social, culturalor ethnic backgrounds and physical and mental abilities
Product knowledge may include:
warranties
features and benefits
use by dates
handling/storage requirements
stock availability
safety features
price
Selling may involve:
face to face
over the telephone
over the Internet
Routine customer questions may relateto:
price and price reductions
quality
features and benefits
Legislative requirements mayinclude:
Trade Practices Act
tobacco laws
liquor laws
sale of second hand goods
occupational health and safety
industry codes of practice
Lottery Acts
Relevant sources of information mayinclude:
Internet
relevant staff members
store or supplier product manuals
product profiles
videos
demonstrations
labels
store tours

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 evidencethat the candidate:

Applies product knowledge and usesappropriate sales approach to sell the benefits of products,overcome objections and close sales.
Uses questioning, listening andobservation skills to determine customer requirements.
Consistently applies store policies andprocedures in regard to selling products and services.
Maximises sales opportunities accordingto store policies and procedures.
Consistently applies industry codes ofpractice, relevant legislation and statutory requirements in regardto selling products and services.
Evaluates personal sales performance tomaximise future sales.

Underpinning Skills and Knowledge

Knowledge and skills are essential to applythis unit in the workplace, to transfer to other contexts and dealwith unplanned events. The requirements for this unit of competencyare listed below:


Knowledge of:


Store policies and procedures, in regardto:

selling products and services
allocated duties andresponsibilities
Store merchandise and service range
Specific product knowledge forarea/section
Relevant legislation and statutoryrequirements
Relevant industry codes of practice

Customer types and needs including:

customer buying motives
customer behaviour and cues
individual and cultural differences
demographics/lifestyle/income
types of customer needs, eg functional,psychological

Skills in:


Selling techniques including:

opening techniques
buying signals
strategies to focus customer on specificmerchandise
addons and complimentary sales
overcoming customer objections
closing techniques
Verbal and non verbal communicationskills
Handling difficult customers
Negotiation skills
Sales performance appreciation
Questioning/listening/observation

Literacy skills in regard to:

reading and understanding productinformation
reading and understanding store policiesand procedures
recording information

Numeracy skills in regard to:

handling of tender
weighing and measuring goods

Assessment Process

Knowledge and skills are essential to applythis unit in the workplace, to transfer to other contexts and dealwith unplanned events. The requirements for this unit of competencyare listed below:


Knowledge of:


Store policies and procedures, in regardto:

selling products and services
allocated duties andresponsibilities
Store merchandise and service range
Specific product knowledge forarea/section
Relevant legislation and statutoryrequirements
Relevant industry codes of practice

Customer types and needs including:

customer buying motives
customer behaviour and cues
individual and cultural differences
demographics/lifestyle/income
types of customer needs, eg functional,psychological

Skills in:


Selling techniques including:

opening techniques
buying signals
strategies to focus customer on specificmerchandise
add ons and complimentary sales
overcoming customer objections
closing techniques
Verbal and non verbal communicationskills
Handling difficult customers
Negotiation skills
Sales performance appreciation
Questioning/listening/observation

Literacy skills in regard to:

reading and understanding productinformation
reading and understanding store policiesand procedures
recording information

Numeracy skills in regard to:

handling of tender
weighing and measuring goods

Integrated Competency Assessment
Evidence is most relevant when providedthrough an integrated activity which combines the elements ofcompetency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills whichunderpin the process required to demonstrate competence, includingappropriate key competencies.
Integrate knowledge and skills criticalto demonstrating competence in this unit.
Unit WRRS1B can be assessed with otherunits which make up a specific job function.

Evidence Gathering Methods
Evidence is most relevant when providedthrough an integrated activity which combines the elements ofcompetency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills whichunderpin the process required to demonstrate competence, includingappropriate key competencies.
Integrate knowledge and skills criticalto demonstrating competence in this unit.
Unit WRRS1B can be assessed with otherunits which make up a specific job function.

Resources Required
A retail work environment

Relevant documentation, such as:

store policy and procedures manuals
Access to a range of customers withdifferent requirements
A range of merchandise and productsappropriate to the retail workplace
Product labels and sources of productinformation

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
Relaying product features and benefits to customers requires the communication of ideas and information. (1)

Collecting analysing and organising information
Establishing customer requirements requires information to be collected, analysed and organised. (1)

Planning and organising activities
Identifying opportunities to make additional sales requires activities to be planned and organised. (1)

Working with others and in teams
Team work will be applied when referring to other staff members or seeking product information. (1)

Using mathematical ideas and techniques
Mathematical ideas and techniques may be required when reviewing personal sales outcomes. (1)

Solving problems
Problem solving skills may be applied when overcoming customer objections. (1)

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