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 individual, accessibility of the item, and local industry and regional contexts) may also be included.
Communication techniques may include:
face-to-face or telephone contact with customers
nonverbal communication
speaking clearly and concisely
using appropriate language
using open and inclusive language.
Customers may include:
customers with routine or special requests
internal and external contacts
new or repeat contacts
people from a range of social, cultural and ethnic backgrounds
people with varying physical and mental abilities.
Store policy may relate to:
cash handling
customer service
dealing with customer complaints
processing sales orders.
Customer needs may include:
information regarding store facilities and services
location of specific items within the store
product information
returns or refunds.
Legislative requirements may include:
liquor licensing regulations
lottery legislation
sale of second-hand goods
sale of X and R-rated products
tobacco laws
Trade Practices Act
trading hours
transport, storage and handling of goods.
Service may include:
all store activities
internal and external customers
follow-up in event of delays in service provision.
Complaints may relate to:
prices
products
service.
Follow-up action may require:
communication with:
customers
staff
supervisors and management
suppliers
recommendations to supervisor regarding policy and procedure development or alteration.

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:
accesses, records and processes sales orders accurately and responsibly, according to store policy and procedures
identifies the nature of customer complaints, resolves complaints and provides service to customers according to store policies
collaboratively works within a team to meet customers’ needs
applies store policy and procedures and industry codes of practice in regard to customer service
provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure
uses effective questioning, active listening and observation skills to identify special customer requirements.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated retail work environment
relevant documentation, such as:
sales order forms
complaint and return forms
stock, inventory and price lists
store policy and procedures manuals
a range of customers with different requirements
point-of-sale equipment and materials
a communication system or a range of communication equipment.
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 performance in the workplace
role play
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SIRXCCS201 Apply point-of-sale handling procedures
SIRXFIN201 Balance and secure point-of-sale terminal
SIRXINV001A Perform stock control procedures
SIRXRSK201 Minimise loss.