List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions. |
1. | Apply knowledge of swimming pool and spa products and services. | 1.1. | Knowledge of the types, applications, features and benefits of swimming pool and spa products and services is demonstrated. |
| 1.2. | Personal swimming pool and spa product and service knowledge is developed. |
2. | Approach customer. | 2.1. | Timing of customer approach is determined, taking into account customer and enterprise requirements. |
2.2. | Effective sales approach is applied. |
3. | Gather information on customer requirements. | 3.1. | Questioning techniques are applied to determine customer-buying motives. |
3.2. | Listening skills are used to determine customer requirements. |
3.3. | Customer non-verbal communication cues are interpreted and clarified. |
4. | Inform customer of benefits, features and safety requirements of swimming pool and spa products and services. | 4.1. | Customer needs are matched to appropriate products and services. |
| 4.2. | Features and benefits of product or service are clearly communicated to customer. |
| 4.3. | Swimming pool and spa product use and safety requirements are clearly communicated to customer. |
| | 4.4. | Manufacturer and promotional information on swimming pool products and services is provided to customer. |
| | 4.5. | Customer is referred to appropriate product and service specialists as required. |
| | 4.6. | Customer questions about swimming pool and spa products and services are answered accurately and honestly, or referred to senior staff. |
5. | Close sale. | 5.1. | Customer buying signals are monitored, identified and responded to. |
| 5.2. | Customer objections are identified and acknowledged and solutions offered. |
| 5.3. | Customer is encouraged to make purchase decisions. |
| | 5.4. | Appropriate method of closing sale is selected and applied. |
| | 5.5. | Payment for swimming pool or spa product or service is processed using point-of-sale systems, as required. |
6. | Maximise sale opportunities. | 6.1. | Opportunities for making additional sales are identified and maximised. |
| 6.2. | Personal sales outcomes are reviewed to maximise future sales. |
A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.
The person must also demonstrate selling one swimming pool or spa product and one swimming pool or spa service.
In doing the above, the person must:
apply swimming pool and spa product and service knowledge and use sales approach that sells the benefits of product and service, overcomes objections, and closes the sale
use questioning, listening and observation skills to determine customer requirements
apply enterprise policies and procedures
maximise sales opportunities according to enterprise policies and procedures
apply industry codes of practice, and legislative and statutory requirements relating to selling swimming pool and spa products and services
evaluate personal sales performance to maximise future sales.
A person demonstrating competency in this unit must demonstrate knowledge of:
Australian Competition and Consumer Commission product safety guidelines
commonwealth, state or territory legislation, and local government regulations impacting on the sale of swimming pool and spa products and services relating to:
consumer protection
dangerous goods
environmental protection
health
work health and safety (WHS)
waste disposal
customer service principles
customer types and behaviours, including:
customer behaviour and cues
customer buying motives
demographics, lifestyle and income range of potential buyers
individual and cultural differences
types of customer needs:
environmental
functional
psychological
enterprise policies and procedures relating to:
allocated duties and responsibilities
returns
selling products and services
enterprise swimming pool and spa product and service range:
components, spare parts and consumable items for swimming pool and spa systems:
circulation and filtration
cleaning and vacuuming
dosing
heating
lighting
spa equipment
swimming pool and spa accessories
swimming pool and spa maintenance, service and repair
swimming pool and spa toys
swimming pool and spa chemicals
technical advice on swimming pools and spas
water testing services
water testing kits
procedures for processing different methods of payment
operation and maintenance of point-of-sale systems:
calculator
EFTPOS/credit card machine
cash register
scanner
selling techniques
swimming pool and spa chemical safety.
The following must be present and available to learners during assessment activities:
equipment:
computer system with internet access and printer to access swimming pool and spa product and service information
materials:
enterprise sales procedures
relevant codes, standards and regulations relating to sales in the swimming pool and spa servicing industry
physical conditions:
access to an environment in which swimming pool and spa products and services are available for sale.
Assessment activities are performed on an individual basis under general supervision.
Assessor requirements
As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.