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 policies and procedures in regard to:
selling products and services
sales transactions
reporting

Relevant legislation may include:
Trade Practices Act
tobacco laws
liquor laws
pricing procedures including Goods and Services Tax (GST) requirements
sale of second hand goods
sale of X and R rated products
Lottery Acts
industry codes of practice
occupational health and safety

Handling techniques may vary according to:
stock characteristics
industry codes of practice

Sales transactions may include:
cash
EFTPOS
cheque
credit card/store card
lay-by

Feedback to management and staff may include:
presentations
reports
informal meetings
email
financial reports
business documents
records of store sales

Customers may include:
regular and new customers
people with special requests, special needs and routine requirements
people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Selling may include:
face to face
telephone
Internet

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:

Consistently applies store policies and procedures and industry codes of practice in regard to customer service and selling products and services.
Implements and monitors store policies and procedures in relation to sales transactions, including non cash sales and variations to standard sales transactions.
Monitors and provides feedback to management and staff on sales performance in relation to sales targets and planning.

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:
external and internal customer contact
selling products and services
allocated duties and responsibilities
Store merchandise and services
Customer profile
Location of store departments
Store/department sales targets
Factors that enhance sales performance
Importance of sales to store performance
Stock control procedures
Relevant legislation and statutory requirements
Relevant industry codes of practice
Relevant occupational health and safety requirements
Pricing procedures including Goods and Services Tax (GST) requirements
Principles and techniques of interpersonal communication

Skills in:

Interpersonal communication skills including:
giving feedback
coaching
performance analysis
questioning/listening/observation
group presentation
team motivation
negotiation
verbal and non verbal communication
team leadership
Literacy skills in regard to:
business documents
financial reports
Numeracy skills in regard to functional retail calculations including:
margins
mark downs/mark ups
gross profit
basic budgeting against sales and costs

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 WRRS3B can be assessed with other units which make up a specific 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 documentation, such as:
store policy and procedures manuals
individual/department sales targets and results
reporting proformas
legislation and statutory requirements
Access to a sales team
Point of sale equipment and materials

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
Providing feedback to management requires the communication of ideas and information. (2)

Collecting analysing and organising information
Monitoring team and sales targets requires information to be collected, analysed and organised. (2)

Planning and organising activities
Monitoring and recording sales results requires activities to be planned and organised. (2)

Working with others and in teams
Monitoring and providing feedback to staff members requires team work. (2)

Using mathematical ideas and techniques
Mathematical ideas and techniques will be applied when recording sales targets and results. (2)

Solving problems
Ensuring that products and services match customer needs requires problem solving skills to be applied. (2)

Using technology
Recording sales targets and results will require use of technology. (2)