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 policy and procedures with regard to:
selling electrical products and services
Relevant sources of information may include:
suppliers product leaflets
store product manuals
energy ratings information
warranties information
trade shows
customer feedback
consulting store information
designated staff members
contacting suppliers direct
Store merchandise range may include:
whitegoods
browngoods - audio-visual
appliances
small office/home office equipment
Product information may include:
function
brand options
warranties
quality
design features
manufacturing process
price
country of manufacture
energy efficiency
environmental considerations
Whitegoods may include:
refrigerators/freezers
washers
dryers
dishwashers
ovens/ranges/cooktops/rangehoods/ microwave ovens
Browngoods - audio visual may include:
televisions
video recorders
video cameras
audio systems/audio components/portable audio equipment/car audio equipment
accessories, such as video/audio tapes/CD's and blank video/audio
Appliances may include:
vacuum cleaners/floorcare appliances
toasters/toaster ovens
sandwich/waffle/crepe makers
electric BBQ/griddles/grills
electric frypans/skillets/deep fryers/woks/slow cookers/steamers/rice cookers/ grillers
electric jugs/kettles/coffee makers/beverage makers
food processors/mixers/blenders/choppers
electric knives/can openers/juicers
irons and accessories
hairdryers
electric massagers
Small office/home office equipment may include:
computers and accessories/computer software
facsimiles
calculators
photocopiers
typewriters
home office accessories
Legislative requirements may include:
consumer law
pricing procedures including Goods and Services Tax (GST) requirements
sale of second hand goods
occupational health and safety
industry codes of practice
Trade Practices and Fair Trading Acts
environmental protection
transport, storage and handling of goods
Customer requirements may include:
usage requirements
life style
price range
Customers may include:
people with routine or special requests
regular and new customers
people from a range of social, cultural or ethnic backgrounds and physical and mental abilities

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:

Continually updates and applies product knowledge, including technical information and product operation to provide comprehensive advice to customers and staff.
Understands and applies available product information when providing advice to customers.
Consistently applies store policies and procedures and industry codes of practice in regard to sales/customer service procedures.
Advises customers and informs sales team members of store electrical products and services, including whitegoods, browngoods - audio visual, appliances and small office/home office products.
Advises customers and sales team on store product range warranties and store pricing and payment options.
Advises on, prepares and arranges electrical product service and repairs in accordance with store policy and procedures.

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:

sales/customer service
methods of dealing with special needs/requests of customers
customer complaints
store pricing and payment and warranty terms and conditions
store product service and repair policies and procedures
Store electrical product range
Design and technical information/features and function/operation of store product range
Quality, energy efficiency and environmental considerations of products
Pricing procedures including Goods and Services Tax (GST) requirements
Relevant legislation and statutory requirements
Relevant industry codes of practice
Occupational health and safety legislation/regulations/codes of practice

Skills in:

Interpersonal communication skills
Handling customers with special needs, including difficult or abusive customers
Demonstrating product features/operation
Negotiation skills
Using and applying technology required to demonstrate operation of store product range

Literacy skills in the following areas:

reading and understanding product information
reading and understanding product warranties and guarantees

Numeracy skills in regard to:

advising/negotiating price and payment options

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 WRRSS4B can be assessed with other units that make up a particular job function.

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

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

Resources Required
A retail work environment
Relevant sources of product information

Relevant documentation, such as:

store policy and procedures manuals
industry codes of practice and relevant legislation
occupational health and safety legislation/regulations/codes of practice
Access to an appropriate range of electrical products
Access to a range of customers with different requirements

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
Information on products and services needs to be communicated to customers and staff. (2)

Collecting analysing and organising information
Product information needs to be collected, analysed and organised. (2)

Planning and organising activities
Identifying services and repairs for customers requires activities to be planned and organised. (2)

Working with others and in teams
Working with others to provide product information to customers on a range of products requires team work. (2)

Using mathematical ideas and techniques
Advising/negotiating price and payment options requires the use of mathematical ideas and techniques. (2)

Solving problems
Identifying equipment faults and offering appropriate solutions requires problem solving skills. (2)

Using technology
Operating and demonstrating a range of electrical equipment requires the use of technology. (2)