- SIRRRPK012A - Recommend business and leisure products and services
Assessor Resource
SIRRRPK012A
Recommend business and leisure products and services
Assessment tool
Version 1.0
Issue Date: April 2024
This unit applies to frontline service personnel involved in selling business or leisure products. It requires the team member to demonstrate knowledge of the store merchandise range, the technical and functional characteristics and care requirements of different products and complementary products. It requires demonstrated ability to facilitate advise on warranty claims and product and equipment service and repairs.
This unit describes the performance outcomes, skills and knowledge required to recommend business or leisure products and services to customers.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Nil
Employability Skills
The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.
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.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package. | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: continually updates and applies product knowledge to provide comprehensive advice to customers and staff, including technical information consistently applies store policy and procedures and industry codes of practice in regard to sales and customer service procedures advises customers and informs other sales team members of quality, design features, benefits and operation and performance characteristics of products in store merchandise range advises on stock availability and warranties and price and payment options applies problem solving strategies to assist customers with product and equipment faults advises on, negotiates and arranges equipment services and repairs according to store policy and procedures. |
Context of and specific resources for assessment | Assessment must ensure access to: 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 OHS legislation and codes of practice an appropriate business or leisure products merchandise range a range of customers with different requirements. |
Methods 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 third-party reports from a supervisor 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. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Assessing employability skills | Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification. |
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.
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit: interpersonal communication skills to: apply product knowledge by providing information and advice to customers and staff, including advice on warranties and product service and repair make recommendations and advise on services through clear and direct communication ask questions to identify and confirm requirements use language and concepts appropriate to cultural differences use and interpret non-verbal communication handling customers with special needs, including difficult or abusive customers measuring and fitting customers for store products and equipment where relevant to the product range operating store products and equipment where relevant to the product range literacy skills in regard to reading and interpreting product specifications numeracy skills in regard to: handling money using measuring equipment where relevant to the store product range. |
The following knowledge must be assessed as part of this unit: store policy and procedures in regard to: sales and customer service methods of dealing with special needs and requests of customers customer complaints manufacturer technical information relating to the store product range store service and repair facilities. pricing procedures, including GST requirements relevant legislation and statutory requirements relevant industry codes of practice relevant OHS legislation and codes of practice. |
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 in the performance criteria is detailed below. | |
Product knowledge may include: | operation and use quality brand options product and design features manufacturing process country of manufacture price technical information. |
Relevant sources of information may include: | supplier product leaflets store product manuals sales representatives internet warranty information customer feedback staff members contacting suppliers direct. |
Relevant product information may include: | operation and use quality brand options product and design features manufacturing process country of manufacture price technical information. |
Customers may include: | people with routine or special requests people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities. |
Store merchandise range may include: | cameras or photographic equipment, including: compacts, focus free and fixed, auto-focus, twin-lens and zoom, digital lens systems, including single lens reflex (SLR), interchangeable lens, auto and manual focus electronic flash advanced photo systems video cameras photographic equipment accessories books, manuals, albums, frames, photo processing supplies, binoculars and telescopes computer products, including: word processing, spreadsheet, games, graphics, database corporate, business, entertainment or educational applications computers monitors of varying size, resolution (digital and analogue, LCD and CRT) printers scanners types of mouse modems fax machines operating systems computer accessories, such as memory upgrades, video cards, sound cards, CDs, paper and printer supplies, cords, cables and fittings hard goods, gear and accessories for team sports equipment, gear and accessories for individual sports, including: fishing or water sports climbing hiking exercise and weight training skiing cycling, skateboarding and rollerblading |
gas equipment and fittings camping equipment and gear sporting equipment and clothing toy products, including: hobbies and models electronics and computerised games (hand-held, console, CD-ROM) games and puzzles educational toys and books musical toys dolls costumes and accessories plush and soft toys indoor and outdoor play and sporting equipment art and craft beach and pool toys ride on toys and equipment action toys and equipment spare parts and accessories music and audio products, including: specialist musical instruments hi-fis, radios, walkmans and MP3 players pre recorded music accessories books and manuals sheet music second-hand goods audiovisual and entertainment products, including: televisions, video projectors and PC/TV video recorders, DVD players, DVD recorders and set top boxes home theatre systems portable multimedia players car audio equipment video cameras portable audio equipment recorded DVDs, videos, games and other media blank media, software, spare parts and accessories whitegoods, including: refrigerators, wine chillers and freezers clothes dryers washing machines ovens, ranges, cooktops and rangehoods microwave ovens dishwashers small appliances, including: toasters and toaster ovens vacuum cleaners and floorcare appliances electric barbecues, grills electric frypans, skillets, deep fryers, woks, slow cookers, steamers, rice cookers, sandwich makers, toasters, waffle makes, crepe makers and other cooking appliances electric jugs, kettles, urns, coffee makers, juicers, beverage makers and chillers and other beverage appliances food processors, mixers, blenders, choppers and other food preparation appliances irons, clothes presses and appliances electric knives, can openers and other convenience appliances hair dryers, curling wands, straightening irons and other personal grooming appliances electric massagers, foot spas and other self-care appliances. | |
Product application may include: | operation of specific computer hardware or software applications differences in application of sporting products merchandise test runs offered to customers to enhance buying decisions operation of music and audio equipment. |
Correct measuring, fitting and sizing procedures may include: | allowing for correlation between Australian, UK, US and European sizing standards clothing sizing shoe sizing matching weight and size of sporting equipment to customer's body weight and size. |
Individual product warranty terms may include: | manufacturer warranties extended or promotional warranties specific conditions for hardware and software. |
Legislative requirements may include: | consumer law OHS environmental protection pricing procedures, including GST requirements sale of second-hand goods industry codes of practice Trade Practices and Fair Trading Acts hazardous substances and dangerous goods. |
Service repairs process may include: | repairs under warranty fault diagnosis service and repairs in-house referring service and repairs to a third party camera service and repairs computer hardware service and repairs sporting goods service and repairs toy products service and repairs musical and audio equipment service and repairs. |
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 |
|---|---|---|---|
| Develop product knowledge by accessing relevant sources of information. | |||
| Identify products according to relevant product information. | |||
| Develop knowledge and application of manufacturer technical information. | |||
| Demonstrate and show store products to customer according to store policy. | |||
| Identify customer requirements through questioning and active listening. | |||
| Identify and evaluate store merchandise relevant to customer requirements. | |||
| Convey technical features and benefits from manufacturer specifications to assist customers buying decisions. | |||
| Demonstrate or explain product application to customers in a systematic manner as required to create a buying environment. | |||
| Apply correct measuring, fitting and sizing procedures where relevant to the store product range. | |||
| Clearly explain comparisons between product and manufacturer warranties to customers. | |||
| Access relevant sources of information and explain individual product warranty terms and conditions to customers. | |||
| Provide customers with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties according to store policy and procedures. | |||
| Convey store recommended retail pricing for various brand options to customers according to store procedures and legislative requirements. | |||
| Negotiate individual product prices according to store policy where necessary to achieve a sale. | |||
| Convey store payment options to customers and negotiate customer preferred options according to store procedures. | |||
| Identify warranty, service and repairs process, and accurately describe to customers as required according to store procedures. | |||
| Determine the nature of customer product warranty claims and service or repair requests through questioning and product observation. | |||
| Identify price and timelines for warranty and basic service and repairs and quote to customer where applicable. | |||
| Identify customer details and accurately transcribe to warranty and repair forms according to store procedures and legal requirements. | |||
| Label items for repair and securely store according to store procedure. | |||
| Notify customers without undue delay on completion of service and repairs. |
Forms
Assessment Cover Sheet
SIRRRPK012A - Recommend business and leisure products and services
Assessment task 1: [title]
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I declare that the assessment tasks submitted for this unit are my own work.
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Result: Competent Not yet competent
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Assessment Record Sheet
SIRRRPK012A - Recommend business and leisure products and services
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
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Feedback to student:
Overall assessment result: Competent Not yet competent
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