Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

funeral arrangements
embalming arrangements
cremation arrangements
burial arrangements
coffins or caskets
coffin or casket accessories
burial plots
mausoleum crypts
headstones
grave markers
urns
nameplates.

past and present staff members
relevant industry associations
books, magazines, newspapers and other references
internet.

supervisor
manager.

features
choices
inclusions
support service options
price
materials
differences between products.

active questioning
active listening
negotiation skills
appropriate choice and use of language
non-verbal communication.

Workplace policies and procedures may include:
standard operating policies and procedures
standards and certification requirements
quality assurance procedures.

Trade Practices Act
Funerals (Pre-paid Money) Act
other consumer laws
Consumer Credit Code
Privacy Acts
funeral services industry code of practice
local government regulations
financial institution requirements, including:
finance approval procedures
finance processing procedures
credit card approval procedures
credit card processing procedures
cheque acceptance procedures
cheque processing procedures.

contracts of sale
invoices
receipts
financing documentation.

financing
cheque
credit card.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to communicate with the client and correctly interpret the client's requirements
ability to apply sales techniques in response to a range of different client situations
underpinning product knowledge
understanding of consumer liability issues
selling different types of funeral and burial products and services on multiple occasions to ensure consistency of performance and ability to meet varying client needs.

Context of, and specific resources for assessment

Assessment must ensure:

demonstration of skills in an environment where client consultations can take place
interaction with diverse clients to allow candidate to respond to range of client requirements and requests
access to relevant documentation, such as product information and workplace pricing and financing options.

Method 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 candidate:

identifying a range of client needs using appropriate communication
applying product knowledge to provide accurate information about products and services
completing financial arrangements according to relevant legislation, including processing cash and non-cash transactions
written or verbal questioning to assess knowledge and understanding of relevant policies and procedures with regard to providing funeral and burial sales services
completing workplace documentation relevant to funeral and burial sales services
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SIFSLS002A Sell pre-need funeral and burial products and services.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.