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. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs if the candidate, accessibility of the item, and local industry and regional contexts.

General context
Work is performed under some supervision, generally within a team environment
Work is assessed in accordance with statutory requirements, organisation insurance requirements, OH&S legislation, manual handling procedures and relevant health regulations

Worksite environment may include
Work conducted in operational workplaces where adequate ventilation, lighting and other relevant OH&S requirements are applied
Workplace activities associated with front counter customer service
Exposure to sharp objects, chemicals, dangerous or hazardous substances
Customers may include:
regular or first time
in-person contact
telephone contact
Transactions may include the following:
cash
cheques
credit/debit cards
vouchers
customer accounts
refunds
balancing of own transactions on a daily basis
Questions relating to establishing customer requirements may include:
services available
service charges
special requirements
procedures and time-lines for pick-up, etc.
handling and care instructions
Articles may include:
garments
soft furnishings
items with and without trim/accessories
Equipment may include:
computer or manual tag systems
point of sale equipment
Data recording may include:
keyboard
manual recording applications

Sources of information/documents may include
Customer/s
Requisition dockets, tags or other identification
Machine/equipment manufacturers' specifications and instructions
Organisation work orders
Organisational or external personnel
Order forms
Transfer documentation
Quality and Australian standards and procedures

Workplace context may include
Work organisation procedures and practices relating to customer service
Conditions of service, legislation and industrial agreements including:
workplace agreements and awards
Federal or State/Territory legislation
Standard work practice involving the safe handling of chemicals and other potentially dangerous items
Reporting actions include verbal and written communication in accordance with organisational policies and procedures
Communication may be oral, written or visual and can include basic data
Being responsible for the maintenance of own work quality and being required to contribute to the quality improvement of team or section output, where necessary
Safety, environmental, housekeeping and quality are as specified by machine/equipment manufacturers, regulatory authorities and the enterprise

Applicable regulations and legislation may include
Occupational health and safety legislation relevant to workplace activities
Workers' compensation legislation
Environment protection legislation

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for the Training Package.
Critical aspects of evidence to be considered

Assessment must confirm appropriate skills and knowledge to:

greet and determine customers' requirements
conduct final check of articles
deal with and complete transactions, including operating associated equipment
handle queries, including following up enquiries

Interdependent assessment of units
This unit does not need to be assessed in conjunction with other units and can be assessed independently

Required knowledge and skills

Underpinning knowledge of:

relevant OH&S legislation, codes of practice, policies and procedures
store/enterprise policies and procedures
range of services available
care and maintenance procedures for articles
point of sale techniques
quality standards
safety and environmental aspects of related to workplace operation
workplace procedures
reporting and/or referral procedures

Underpinning skills to:

deal effectively and politely with customer enquiries
refer customer to other appropriate personnel/source, as required
handle and package articles correctly
communicate effectively within the workplace
interpret and apply established procedures
document, assess and transfer information

Resource implications
Access to real or appropriately simulated work situation, relevant product and safety information, quality standards, procedures or information associated with organisation or customer requirements

Consistency in performance

Applies underpinning knowledge and skills when:

establishing plans
describing consequences
completing tasks
identifying improvements
applying safety precautions relevant to the task

Shows evidence of application of relevant workplace procedures including:

hazard policies and procedures, including codes of practice
issue resolution procedures
job procedures and work instructions
quality procedures (where existing)
security procedures
waste, pollution and recycling management processes
relevant guidelines relating to the safe use of equipment
Action taken promptly, accidents and incidents reported in accordance with statutory requirements and organisation procedures
Recognises and adapts appropriately to cultural differences in the workplace, including modes of behaviour and interactions among staff and others
Work completed systematically with attention to detail without damage to goods, equipment or personnel

Context for assessment
Assessment may occur on the job or in an appropriately simulated workplace

Communicating ideas and information
(2)

Collecting analysing and organising information
(2)

Planning and organising activities
(2)

Working with others and in teams
(2)

Using mathematical ideas and techniques
(1)

Solving problems
(2)

Using technology
(1)