Elements and Performance Criteria

RANGE STATEMENT
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 candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Interpersonal techniquesmay include:
active listening
being respectful and non-discriminatory to others
control of tone of voice and body language
demonstrating flexibility and willingness to negotiate and compromise
interpreting non-verbal and verbal messages
maintaining professionalism
providing and receiving constructive feedback
questioning to clarify and confirm understanding
two-way communication
use of communication appropriate to cultural differences
use of positive, confident and cooperative language.
Legislative requirementsmay relate to:
applicable commonwealth, state and territory legislation which affects work such as:
workplace safety
environmental issues
equal employment opportunity
industrial relations
anti-discrimination and diversity
Australian building codes and regulations
Australian Communications Authority cabling standards
Australian standards and quality assurance
award and enterprise agreements
evidence collection
freedom of information
goods and services tax
licensing arrangements and certification requirements
privacy requirements
relevant industry codes of practice
telecommunications
trade practices
transport, storage and handling of goods.
Organisational requirementsmay relate to:
access and equity policies, principles and practices
business and performance plans
client service standards
code of conduct, code of ethics
communication and reporting procedures
complaint and dispute resolution procedures
emergency and evacuation procedures
employer and employee rights and responsibilities
Occupational Health and Safety (OHS) policies, procedures and programs
own role, responsibility and authority
personal and professional development
privacy and confidentiality of information
quality assurance and continuous improvement processes and standards
resource parameters and procedures
roles, functions and responsibilities of security personnel
storage and disposal of information.
Products and servicesmay include:
alarm systems
audible and visual warning devices
bank pop up screens
biometrics systems
boom gates
cameras
control panels
detection devices
electric and mechanical fire safety and fire locking systems
electronic readers
electronic recognition controls
grills
intercoms
lighting
locks and locking systems
monitors and control equipment
power supplies
security doors and door controls
turnstiles
wireless equipment.
Communication skillsmay include:
active listening
comprehension
note-taking
positive body language
questioning
reading accurately
speaking clearly
summarising
writing.
Personal limitationsmay relate to:
being unsure of best method to complete task
compliance with OHS requirements
current competence level
difficulties in meeting timelines
inability to fulfil own role and responsibilities
licensing requirements
product knowledge or specifications
understanding of assignment instructions
understanding of legal requirements.
Relevant personsmay include:
client
security consultant
senior sales colleagues
supervisor
suppliers or manufacturers
technical security specialists.
Routine client questionsmay relate to:
installation
merchandise
price
quality
supply and delivery processes and timeframes
usage
warranty.
Sales techniquesmay include:
closing a sale
gaining a client
negotiation skills
over-the-phone empathy creation
securing payment
techniques including, trade-up, trade-in, tie-ins, cut-ins, range-ins.
Manufacturer's specificationsmay be found in:
attachments to the equipment
equipment specifications
operator manuals
plans and diagrams
printed instruction leaflets
warranty documents.
Sale closing methodsmay include:
allow client time to make a decision
ask for the sale in a positive and professional manner
creating a sense of urgency for purchase
monitoring buying signals
provide alternatives (eg style, size etc)
provide solutions to outstanding problems or condition of sale (eg guarantee delivery date etc).
Feedbackmay be obtained from the following sources:
client satisfaction forms
follow up contact
suggestion box
telephone survey
verbal questioning.

EVIDENCE GUIDE
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
A person who demonstrates competency in this unit must be able to provide evidence of:
applying product knowledge and an appropriate sales approach to sell the benefits of products, overcome problems and close sales
using communication skills to accurately identify and meet client requirements and resolve and report complaints
complying with organisational and legislative requirements for the sale of security products and services
using client feedback to identify and action improvements to sales and opportunities for repeat business.
Context of and specific resources for assessment
Context of assessment includes:
a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement.
Resource implications for assessment include:
access to a registered provider of assessment services
access to a suitable venue and equipment
access to plain English version of relevant statutes and procedures
assessment instruments including personal planner and assessment record book
work schedules, organisational policies and duty statements.
Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Method of assessment
This unit of competency should be assessed using questioning of underpinning knowledge and skills.
Guidance information for assessment
Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge.
Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical.
Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.