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.

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 customer information needs might be identified?
These may relate to a range of products and services available, the specific needs of customer depending on job requirements and specifications, or the need for specialised or technical assistance.

What authoritative sources might be accessed?
Specialist advice from manufacturer/supplier or technical expert within enterprise or attached to manufacturer/supplier may be sought.
Journals, books and audio-visual materials might also be accessed.

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

What personal and professional limitations might arise?
These include 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 and accessing and providing information.

What information might customers require?
Information may relate to the product or service and its application and suitability for the intended purpose and customer requirements, service and maintenance requirements, warranty, customer/store responsibilities, correct usage and installation/limitations, replacement of parts, personal protective equipment requirements, specialised nutrition requirements of stock feeds, and the advantages and disadvantages of different power tools when constructing animal restraint systems.

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

What types of product or service might be included in this standard?
Agricultural machinery spare parts for: farm vehicles, tractors, agricultural machinery, and small machinery. Accessories such as oil and lubricants, tools, additives, sealants, fastenings and fixings, engineering supplies, radios, air conditioners, comfort accessories, tyres, and customising accessories. Animal restraint systems such as electric fencing systems, wire strand systems, wire mesh systems, security systems, and post and rail. Building products including timber, cement, cladding, fibrous cement sheet, roofing and plumbing materials, and builders' hardware. Dairy industry equipment such as: milking systems and milk processing equipment. Horse industry products including saddles and harness racing equipment, shoeing equipment, curry combs, brushes, clippers, dentition supplies and implements, riding accessories, horse transport-trailers, and specialised racing equipment. Small machinery including motor mowers, brushcutters, electricity generators, ride on mowers, hedgecutters, motorised pumping/spraying equipment, grass slashers, chainsaws, mulchers, tillers, rotary hoes, and dairy machinery. Stockfeed requirements including standard and prepared animal feeds, supplementary or specialist products, or health, dietary and feed supplements. Personal protective equipment.

How might products be exhibited?
Products may need to be showcased or exhibited using safe handling and usage techniques. Ensuring that dynamic displays are operational, and that adequate supplies of brochures and materials are available and correctly presented.

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 customer information needs might be identified?
These may relate to a range of products and services available, the specific needs of customer depending on job requirements and specifications, or the need for specialised or technical assistance.

What authoritative sources might be accessed?
Specialist advice from manufacturer/supplier or technical expert within enterprise or attached to manufacturer/supplier may be sought.
Journals, books and audio-visual materials might also be accessed.

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

What personal and professional limitations might arise?
These include 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 and accessing and providing information.

What information might customers require?
Information may relate to the product or service and its application and suitability for the intended purpose and customer requirements, service and maintenance requirements, warranty, customer/store responsibilities, correct usage and installation/limitations, replacement of parts, personal protective equipment requirements, specialised nutrition requirements of stock feeds, and the advantages and disadvantages of different power tools when constructing animal restraint systems.

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

What types of product or service might be included in this standard?
Agricultural machinery spare parts for: farm vehicles, tractors, agricultural machinery, and small machinery. Accessories such as oil and lubricants, tools, additives, sealants, fastenings and fixings, engineering supplies, radios, air conditioners, comfort accessories, tyres, and customising accessories. Animal restraint systems such as electric fencing systems, wire strand systems, wire mesh systems, security systems, and post and rail. Building products including timber, cement, cladding, fibrous cement sheet, roofing and plumbing materials, and builders' hardware. Dairy industry equipment such as: milking systems and milk processing equipment. Horse industry products including saddles and harness racing equipment, shoeing equipment, curry combs, brushes, clippers, dentition supplies and implements, riding accessories, horse transport-trailers, and specialised racing equipment. Small machinery including motor mowers, brushcutters, electricity generators, ride on mowers, hedgecutters, motorised pumping/spraying equipment, grass slashers, chainsaws, mulchers, tillers, rotary hoes, and dairy machinery. Stockfeed requirements including standard and prepared animal feeds, supplementary or specialist products, or health, dietary and feed supplements. Personal protective equipment.

How might products be exhibited?
Products may need to be showcased or exhibited using safe handling and usage techniques. Ensuring that dynamic displays are operational, and that adequate supplies of brochures and materials are available and correctly presented.

What evidence is required to demonstrate competence for this standard as a whole?
Competence in providing information on products and services requires evidence that demonstrates the ability to respond to client requests for information, and to understand customer requirements. It involves the ability to refer or seek advice from supervisors and appropriate personnel, as required, and to identify when it is necessary to do so. It requires communication skills and the ability to represent the enterprise in a professional manner when dealing with customers.
The skills and knowledge required to provide information on products and services must be transferable to a different work environment. For example, if competence is demonstrated in providing information on stockfeeds, it must also be evident in providing information on horse industry products 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 service techniques
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
customer requirements in various rural and horticultural settings
enterprises business values, structure, products and services
basic working knowledge of products and services.

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:

engage customer, especially in relation to giving and receiving information
handle equipment and small machinery
relate to people from a range of social, cultural and ethnic backgrounds, and of varying physical and mental abilities
assess initial customer needs
calculate quantities and prices
access and research product information
seek assistance as required
recommend products
encourage repeat business.

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 service techniques
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
customer requirements in various rural and horticultural settings
enterprises business values, structure, products and services
basic working knowledge of products and services.

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:

engage customer, especially in relation to giving and receiving information
handle equipment and small machinery
relate to people from a range of social, cultural and ethnic backgrounds, and of varying physical and mental abilities
assess initial customer needs
calculate quantities and prices
access and research product information
seek assistance as required
recommend products
encourage repeat business.

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
Information about customer requirements and products may be discussed with customers, suppliers and other appropriate personnel. Technical information regarding products needs to be conveyed to customers in a manner that ensures the customer understands the product's application and related information. (1)

Communicating ideas and information
Information about customer requirements and products may be discussed with customers, suppliers and other appropriate personnel. Technical information regarding products needs to be conveyed to customers in a manner that ensures the customer understands the product's application and related information. (1)

Collecting analysing and organising information
Customer requirements may need to be processed. Information with regard to products may be researched and recorded. (1)

Collecting analysing and organising information
Customer requirements may need to be processed. Information with regard to products may be researched and recorded. (1)

Planning and organising activities
Provision of information may need to be structured, and product application thought through to ensure all components are accounted for and product is correct for application. Advice may need to be sought at a key point during a customer service enquiry. (1)

Planning and organising activities
Provision of information may need to be structured, and product application thought through to ensure all components are accounted for and product is correct for application. Advice may need to be sought at a key point during a customer service enquiry. (1)

Working with others and in teams
Consultation with other members of the work team to decide on best fit for application and to ensure customer satisfaction. (1)

Working with others and in teams
Consultation with other members of the work team to decide on best fit for application and to ensure customer satisfaction. (1)

Using mathematical ideas and techniques
Mathematical techniques may be applied in the measurement of quantities to meet purchase or job requirements, calculation of volumes, and the pricing of stock supplies. (1)

Using mathematical ideas and techniques
Mathematical techniques may be applied in the measurement of quantities to meet purchase or job requirements, calculation of volumes, and the pricing of stock supplies. (1)

Solving problems
Problems relating to matching customer requirements to correct product, and in helping customer to understand technical information. (1)

Solving problems
Problems relating to matching customer requirements to correct product, and in helping customer to understand technical information. (1)

Using technology
In calculating volumes and quantities needed to meet customers needs and in accessing information about the product. (1)

Using technology
In calculating volumes and quantities needed to meet customers needs and in accessing information about the product. (1)