Unit of competency Outline
Date retreived
22/07/2026 2:36 PM AWST
22/07/2026 2:36 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide professional customer service for high value and complex sales
Provide professional customer service for high value and complex sales
Unit of competency
National Code
SIRXCCS406
SIRXCCS406
State Code
WD952
WD952
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
14/02/2013
Field of Education
080501 - Sales
Original Release Date
14/02/2013
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to ensure that customers’ sales experiences meet expectations to build brand loyalty and percentage of closed sales. It involves analysing customer expectations and leading the sales team to develop strategies to meet them.
Notes
Elements and Performance Criteria
1. Analyse customer expectations of high value sales experiences.
- 1.1.Review demographics of customer target groups and analyse relevant industry information regarding behaviour and preferences of different demographic groups.
- 1.2.Analyse organisation’s customer relationship management information to identify customer preferences relating to sales experience.
- 1.3.Explore personal and team members’ experience and perceptions of customers’ expectations of, and responses to, sales experience.
- 1.4.Consider findings and record a range of customer expectations of sales experience.
- 1.5.Consult with relevant staff and select specific customer expectations that the organisation will commit to meeting.
2. Ensure sales environment meet customer expectations.
- 2.1.Review store environment against selected customer expectations and identify improvements to be implemented in consultation with relevant personnel.
- 2.2.Review store positioning and promotion in relation to customer expectations and identify and propose improvements in consultation with relevant personnel.
- 2.3.Review customer service procedures and communication protocols in relation to customer expectations and identify improvements to be implemented in consultation with relevant personnel.
- 2.4.Participate in implementation of improvements according to workplace requirements.
3. Develop customer service relationships.
- 3.1.Lead team to review behaviour and preferences of customers and identify responsive customer service strategies.
- 3.2.Lead team to analyse exemplary sales outcomes and identify positive customer service strategies to be incorporated into store procedures.
- 3.3.Lead team to analyse customer interactions resulting in non-closure of sales to identify potential strategies to retrieve sales.
- 3.4.Lead team to research, select and implement strategies to build brand loyalty and repeat business.
- 3.5.Provide modelling and coaching to team members in closing high value and complex sales.
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.
Customer preferencesmay vary according to:
behavioural style
buying style
expectations of salespeople
personality type.
Store environmentmay include:
air quality
amenities
décor
layout
music
parking
visual merchandising.
Customer preferencesmay vary according to:
behavioural style
buying style
expectations of salespeople
personality type.
Store environmentmay include:
air quality
amenities
décor
layout
music
parking
visual merchandising.
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:
researches, consults on and identifies customer expectations that the organisation will commit to meeting
reviews sales environment and implements improvements to meet customer preferences
leads team to review customer service outcomes and provides modelling and coaching in customer service.
Context of and specific resources for assessment
Assessment must ensure access to:
a real retail work environment
a retail customer service and sales team
relevant documentation, including:
communication protocols
customer demographic data
customer service procedures
sales performance data.
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
a 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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
researches, consults on and identifies customer expectations that the organisation will commit to meeting
reviews sales environment and implements improvements to meet customer preferences
leads team to review customer service outcomes and provides modelling and coaching in customer service.
Context of and specific resources for assessment
Assessment must ensure access to:
a real retail work environment
a retail customer service and sales team
relevant documentation, including:
communication protocols
customer demographic data
customer service procedures
sales performance data.
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
a 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.
No information
| State Code | National Code | Title | Type |
|---|---|---|---|
| J149 | SIR40112 | Certificate IV in Community Pharmacy | Qualification |
| J150 | SIR40212 | Certificate IV in Retail Management | Qualification |