Assessor Resource

CPPSPS3010
Sell swimming pool and spa products and services

Assessment tool

Version 1.0
Issue Date: March 2024


This unit of competency specifies the outcomes required to sell swimming pool and spa products and services. It involves applying knowledge of swimming pool and spa products and services and selling skills to meet customer needs.

The unit supports the work of those engaged in selling swimming pool and spa products and services. It applies to entry-level swimming pool and spa technicians and staff engaged in swimming pool and spa retail operations.

No licensing, legislative, regulatory, or certification requirements apply to this unit of competency at the time of endorsement.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

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.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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.

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Swimming pool and spa products and services must include at least three of the following:

components, spare parts and consumable items for swimming pool and spa systems

swimming pool and spa equipment and accessories

swimming pool and spa maintenance, service and repair

swimming pool and spa toys

swimming pool and spa chemicals

technical advice on swimming pool or spa

water testing services

water testing kits.

Product and service knowledgemust include at least six of the following:

after-sales service and support

application of product or service

availability

benefits

common faults and troubleshooting

comparative products and services

consumer reports

environmental protection

features

installation and set-up

legislative and regulatory requirements

manufacturer requirements

operation

potential hazards

price

risks

safe handling, transport, disposal and storage requirements

safety features

safety requirements

servicing requirements

time-saving features

use-by dates

warranties.

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.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Knowledge of the types, applications, features and benefits of swimming pool and spa products and services is demonstrated. 
Personal swimming pool and spa product and service knowledge is developed. 
Timing of customer approach is determined, taking into account customer and enterprise requirements. 
Effective sales approach is applied. 
Questioning techniques are applied to determine customer-buying motives. 
Listening skills are used to determine customer requirements. 
Customer non-verbal communication cues are interpreted and clarified. 
Customer needs are matched to appropriate products and services. 
Features and benefits of product or service are clearly communicated to customer. 
Swimming pool and spa product use and safety requirements are clearly communicated to customer. 
Manufacturer and promotional information on swimming pool products and services is provided to customer. 
Customer is referred to appropriate product and service specialists as required. 
Customer questions about swimming pool and spa products and services are answered accurately and honestly, or referred to senior staff. 
Customer buying signals are monitored, identified and responded to. 
Customer objections are identified and acknowledged and solutions offered. 
Customer is encouraged to make purchase decisions. 
Appropriate method of closing sale is selected and applied. 
Payment for swimming pool or spa product or service is processed using point-of-sale systems, as required. 
Opportunities for making additional sales are identified and maximised. 
Personal sales outcomes are reviewed to maximise future sales. 

Forms

Assessment Cover Sheet

CPPSPS3010 - Sell swimming pool and spa products and services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CPPSPS3010 - Sell swimming pool and spa products and services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: