- SIRXSLS002A - Advise on products and services
Assessor Resource
SIRXSLS002A
Advise on products and services
Assessment tool
Version 1.0
Issue Date: April 2024
This unit applies to team member who develop, maintain and convey detailed and specialised product knowledge to customers and other staff in accordance with store policy and relevant legislation. Specialist sales personnel undertake this function.
This unit describes the performance outcomes, skills and knowledge required to apply a depth of specialist or general product knowledge and a need for experience and skill in offering advice 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
This unit contains employability skills.
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 applies store policies and procedures and industry codes of practice in regard to customer service and selling products and services develops, maintains and conveys product knowledge to customers and other staff applies detailed and specialised product knowledge to provide accurate advice according to the needs of the customer. |
Context of and specific resources for assessment | Assessment must ensure access to: a retail work environment a range of stock and merchandise relevant documentation, such as: price lists policy and procedures manuals a range of customers with different requirements a range of communication equipment. |
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 the candidate 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. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
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. |
Required skills |
interpersonal skills to: convey product knowledge to staff apply knowledge to provide advice to customers handle difficult customers through clear and direct communication ask questions to identify and confirm requirements share information use language and concepts appropriate to cultural differences use and interpret non-verbal communication literacy skills in regard to: use a range of communication and electronic equipment access relevant product and service information interpret product information interpret store policies and procedures record information numeracy skills to: estimate and calculate costs relevant to pricing products |
Required knowledge |
specialised product knowledge, including: warranties benefits and features shelf life and use storage requirements ingredients or materials contained in product product and ingredient origins care and handling of products corresponding or complementary products and services stock availability store and industry manuals and documentation stock and merchandise range service range store policies and procedures including: procedures for taking orders pricing procedures, including GST requirements relevant legislation and statutory requirements and industry code of practice relating to the retail industry |
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: | brand options product features and benefits warranties safety features use-by dates handling and storage requirements stock availability price. |
Product knowledge may be developed and maintained by: | accessing the internet attending product launches attending product seminars discussions with staff accessing product information booklets and pamphlets. |
Store policy and procedures in regard to: | interaction with customers selling products and services. |
Legislative requirements may include: | Trade Practices and Fair Trading Acts tobacco laws liquor laws lottery legislation industry codes of practice WHS sale of second-hand goods sale of X and R rated products trading hours transport, storage and handling of goods. |
Staff may include: | full-time, part-time or casual under contract people with varying degrees of language and literacy people from a range of cultural, social and ethnic backgrounds people with a range of responsibilities and job descriptions. |
Customer requirements may include: | specific brand sizing quality quantity price range usage. |
Customers may include: | new or repeat contacts external and internal contacts customers with routine or special requests people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities. |
Pricing structure may include: | sales reductions pricing procedures, including GST requirements mark-downs. |
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 and maintain product knowledge according to store policy and legislative requirements. | |||
| Convey product knowledge to other staff as required. | |||
| Research and apply comparisons between products and services. | |||
| Demonstrate knowledge of competitors’ product and service range and pricing structure. | |||
| Evaluate merchandise according to customer requirements. | |||
| Demonstrate features and benefits of products and services to customer to create a buying environment. | |||
| Apply detailed specialised knowledge of product to provide accurate advice to customers. |
Forms
Assessment Cover Sheet
SIRXSLS002A - Advise on 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
SIRXSLS002A - Advise on 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: