• SIRRRPK014A - Recommend specialised products and services

Assessor Resource

SIRRRPK014A
Recommend specialised products and services

Assessment tool

Version 1.0
Issue Date: March 2024


This unit involves the application of specialised product knowledge to provide advice to customers and other sales staff, with regard to specific product features, technical characteristics, warranties and prices. It also includes the provision of information on organisation services and repairs. Experienced frontline sales staff perform this function.

This unit describes the performance outcomes, skills and knowledge required to recommend and provide advice on specialised 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:

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 applies company and enterprise policy and procedures and industry codes of practice in regard to sales and customer service procedures

advises customers and informs sales team members of organisation range of products, their features and benefits, performance, complementary products, product availability and warranties

advises customers and sales team members on operation, storage and use of products

estimates and quotes on quantities of product required, as relevant to the product and customer requirements

successfully negotiates and administers price and payment options with customers as per organisation policy and procedures

advises on and arranges for organisation services, internal and external, including repairs, according to organisation 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:

organisation policy and procedures manuals

industry codes of practice and relevant legislation

organisation inventory

an appropriate range of products

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

written or verbal 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

make recommendations and advise on warranties and product service and repair 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

literacy skills in the following areas:

reading and understanding store policy and procedures

reading and understanding product information and specifications

writing order specifications and delivery details

numeracy skills in the following areas:

measuring and estimating accurately

advising and negotiating price and payment options.

The following knowledge must be assessed as part of this unit:

company and enterprise policy and procedures in regard to:

sales and customer service, up-selling, on-selling

methods of dealing with special needs and requests of customers

customer complaints

price negotiation and payment options

services and repairs

company and enterprise product range

pricing procedures, including GST requirements

manufacturer technical information

product and manufacturer warranty terms and conditions

relevant legislation and statutory requirements

relevant industry 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.

Service range may include:

product service and repairs

materials measuring and cutting

delivery

installation

insurance facilities

finance options.

Inventory system may be:

manual

electronic

centralised.

Product knowledge may include:

brand options

materials, ingredients and composition

manufacturing process and construction

design features

quality

price

accessories

workmanship

component parts

safety features and toxicity

available styles, sizes and colour range

operation

storage and care requirements

country of manufacture

energy efficiency

environmental considerations and recycled products

age suitability and rating

performance

durability

warranties

health and hygiene

supply and availability.

Relevant sources of information may include:

supplier product leaflets

company and enterprise or trade product manuals

manufacturer brochures and specifications

catalogues

trade shows

internet

customer feedback

designated staff members

contacting suppliers direct.

Relevant legislative requirements may include:

consumer law

pricing procedures, including GST requirements

censorship, licensing and copyright laws

Trade Practices and Fair Trading Acts

sale of second-hand goods

OHS

industry codes of practice

privacy laws

customs regulations.

Customers may include:

people with routine or special requests

people with special needs

regular and new customers

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities

individuals or organisations.

Staff members may include:

new or existing staff

people with varying levels of language and literacy

people from a range of cultural, social and ethnic backgrounds.

Customer requirements may include:

usage requirements

existing skills and knowledge

experience and professional and hobby needs

colour preferences and style

durability, function and usage

fashion and preferences

health factors

lifestyle

price

size

culture and ethnicity

interests

age suitability.

Comparisons between product and manufacturer warranty terms may relate to:

features

benefits

limitations

duration

price, where applicable.

Organisation policy and procedures may include:

selling specialised products and services

interaction with customers

processing items for service and repair.

Negotiation of individual product prices may include:

price matching

individual discounts

adding value to purchase

bulk discounts.

Diagnosis of problem may occur:

face to face

by telephone

by correspondence (electronic or postal).

Follow-up action may occur:

formally or informally

face to face

by telephone

by correspondence (electronic or postal)

by appointment.

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
Identify product and service range. 
Demonstrate knowledge of location of product range. 
Demonstrate operation of inventory system. 
Develop product knowledge by accessing relevant sources of information. 
Develop knowledge and application of manufacturer technical information and specifications of product range. 
Demonstrate use and operation of products according to organisation policy and procedures. 
Research comparisons between products and services and apply accurately according to product information. 
Demonstrate knowledge of relevant legislative requirements. 
Convey product information to customers and other staff members as required. 
Identify and evaluate customer requirements to provide advice on product suitability to assist buying decisions. 
Determine suitability of products and materials according to customer requirements and manufacturer specifications. 
Provide accurate advice on product specifications to meet customer requirements according to relevant legislation. 
Convey features and benefits of products to customers to assist buying decisions. 
Demonstrate or explain use and operation of products to customers in a systematic manner as required to create a buying environment. 
Apply correct measuring, fitting or sizing procedures as relevant to the product. 
Explain relevant maintenance and care requirements of product to customer. 
Clearly explain to customer safety features and safe usage relevant to the product. 
Maximise sales opportunities by use of add-on and complementary sales techniques. 
Estimate quantities of product required. 
Clearly explain to customer comparisons between product and manufacturer warranty terms. 
Confirm and accurately convey individual product warranty terms and conditions to customers by accessing relevant sources of information. 
Provide customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to legislative requirements and organisation policy and procedures. 
Calculate organisation recommended pricing for various product and service options and convey to customer according to legislative requirements. 
Perform negotiation of individual product prices where appropriate according to pricing determinants and organisation policy. 
Convey payment and credit options to customers and negotiate a preferred option following organisation procedures. 
Advise customer on organisation range of service and repairs according to organisation policy and procedures. 
Question and actively listen to customer determine nature of problem. 
Complete diagnosis of problem in terms of operator and equipment faults. 
Offer solutions according to nature of problem, available product information and company and enterprise policy. 
Identify service and repair process and accurately describe to customer, as required, according to company and enterprise policy. 
Identify price and timelines for basic service and repairs and quote to customer where applicable. 
Identify customer details and accurately transcribe to service report according to company and enterprise procedures and legislative requirements. 
Label and securely store item for repair according to company and enterprise policy. 
Organise service according to availability, customer requirements and legislative requirements. 
Notify customer without undue delay on completion of service and repair. 
Take follow-up action as necessary to ensure customer satisfaction. 

Forms

Assessment Cover Sheet

SIRRRPK014A - Recommend specialised products and services
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Assessment Record Sheet

SIRRRPK014A - Recommend specialised products and services

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