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 with regard to:
selling toddlers/baby products
Legislative requirements may include:
consumer law
environmental law
occupational health and safety
welfare law specific to local government, state and federal legislation
sale of second-hand goods
industry codes of practice
Trade Practices and Fair Trading Acts
pricing procedures including Goods and Services Tax (GST) requirements
Store product range may include:
furniture including, bassinettes, cots
baby carriers, prams, strollers, pushers, child restraints
clothing
accessories/toys
second hand goods
Relevant sources of information may include:
manufacturers/suppliers product catalogues/leaflets
store product manuals
TV promotions and shows
trade fairs
warranty information
customer feedback
consulting store information
Internet
designated staff members
contacting suppliers direct
Product information may include:
brand options
quality
price safety features
age suitability and rating
classification
performance
durability
materials
type
warranties
Manufacturing materials may include:
synthetic
natural materials
Store service range may include:
product service and repairs
insurance facilities
Customers may include:
people with routine or special requests
regular or new customers
people from a range of social, cultural or ethnic backgrounds and physical and mental abilities

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 legislative requirements and industry codes of practice in regard to sales/customer service procedures.
Consistently updates and applies product knowledge to provide comprehensive advice to customers and staff, including technical information and advice on warranties and insurance policies where applicable.
Consistently advises customers and informs sales team members of design and safety features, age suitability and rating and performance characteristics of store range of products.
Consistently advises on stock availability, warranties and price/payment options and negotiates and arranges product services and repairs in accordance with store policy and procedures.

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:

sales/customer service
methods of dealing with special needs/requests of customers
customer complaints
Safety features and application of store product range
Age ratings and restrictions for specific products
Store range of service and repair capabilities
Relevant legislation and statutory requirements
Relevant industry codes of practice
Relevant occupational health and safety legislation/regulations/codes of practice

Skills in:

Interpersonal communication skills
Handling customers with special needs, including difficult or abusive customers

Literacy skills in the following areas:

reading and understanding safety requirements
reading and understanding care and maintenance requirements

Numeracy skills in regard to:

understanding age and safety ratings

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 WRRSS17B can be assessed with other units that make up a particular 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 sources of product information

Relevant documentation, such as:

store policy and procedures manuals
industry codes of practice and relevant legislation
occupational health and safety legislation/regulations/codes of practice
Access to an appropriate range of toddler/baby products
Access to a range of customers with different requirements

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
Information on products and services needs to be communicated to customers and staff. (2)

Collecting analysing and organising information
Product information needs to be collected, analysed and organised. (2)

Planning and organising activities
Providing services and repairs requires activities to be planned and organised. (2)

Working with others and in teams
Working with others to provide information and services to customers requires team work. (2)

Using mathematical ideas and techniques
Understanding age and safety ratings requires the use of mathematical ideas and techniques. (2)

Solving problems
Identifying customer requirements and advising on appropriate product/service requires problem solving skills. (2)

Using technology
Completing repair forms and contacting customers upon completion may require the use of technology. (2)