- SIRXSLS005A - Manage sales and service delivery
Assessor Resource
SIRXSLS005A
Manage sales and service delivery
Assessment tool
Version 1.0
Issue Date: May 2024
This unit requires the team member to develop and maintain excellence in sales and service delivery by ensuring the provision of a well-resourced working environment for fellow staff. The team member is required to proactively pursue the continuous improvement of operations by seeking, evaluating and reporting feedback from customers and colleagues on sales and service delivery and working conditions; and locating and negotiating adequate supply of stock and other necessary resources in accordance with store policy. Those with managerial responsibly undertake this role.
This unit describes the performance outcomes, skills and knowledge required to monitor, maintain and improve sales and service delivery. It involves market research, developing new markets and marketing products and services within the culture of the overall store policy.
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 maintains, monitors and evaluates sales and service delivery communicates sales and service targets and plans and provides feedback on operations and outcomes to relevant personnel in accordance with store policy proactively improves sales and service delivery operations accurately interprets and maintains data on sales and services delivery negotiates and arranges supply of goods according to store policy and procedures consistently authorises pricing and payment agreements according to store policy and procedures consistently maintains, monitors and evaluates supply of stock. |
Context of and specific resources for assessment | Assessment must ensure access to: a retail work environment relevant documentation, such as: policy and procedures manuals sales and service delivery targets and plans records of sales and service legislation and statutory requirements industry codes of practice OHS legislation and codes of practice suppliers a team. |
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 research report written or verbal questioning to assess knowledge and understanding 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: communicate with staff 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 negotiating with suppliers and customers presentation skills using new technology literacy skills in regard to: researching, analysing and interpreting a broad range of written material preparing reports documenting results numeracy skills in regard to: interpreting and maintaining data estimating volume calculating costs and pricing arrangements. |
The following knowledge must be assessed as part of this unit: store policies and procedures in regard to: sales and service delivery supply specifications quality assurance and control stock maintenance and control pricing procedures, including GST requirements store merchandise and service range store merchandising plan range and availability of new products and services customer demand and market trends product quality standards relevant legislation and statutory requirements relevant industry codes of practice principles and techniques in: purchasing and supply specifications stock control interpersonal communication. |
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. | |
Policies and procedures for sales and service delivery may involve: | service standards staff presentation customer complaints staff induction customer service and sales training. |
Resources may include: | people materials equipment and technology finances time. |
Store policy and procedures in regard to: | the acquisition and sale of products and services quality assurance and control interaction with customers interaction with other team members OHS. |
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. |
Staff may include: | full-time, part-time, casual or contract staff people from a range of social, cultural and ethnic backgrounds people with varying degrees of language and literacy levels. |
Specifications may include: | customer agreements operational means for meeting agreements specific functional duties within the organisation. |
Relevant personnel may include: | managers supervisors members of own or other work teams. |
Feedback may be sought and given: | verbally in writing in groups individually. |
Factors that may cause disruption to operations may include: | supply operational resources quality of materials. |
Records may be: | hard copy electronic. |
Techniques used to negotiate with suppliers may include: | face to face contact correspondence meetings telephone email. |
Arrangements with suppliers may relate to: | pricing delivery partnerships and exclusivity credit levels. |
Sources of supply may include: | people external organisations internal departments and teams. |
Problems with supply may involve: | quality quantity coverage or content time schedules or scales cost. |
Methods used to analyse customer needs may be: | quantitative qualitative. |
Relevant legislation may include: | federal, state and local legislation OHS equal employment opportunity and anti-discrimination laws. |
Recommendations may be communicated to: | higher-level managers subordinates colleagues, specialists, staff from other departments external organisations with a health, safety or environmental responsibility government bodies. |
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 |
|---|---|---|---|
| Implement, communicate and review policies and procedures for sales and service delivery on a regular basis. | |||
| Maintain adequate resource allocation for client service provision in line with store policy and procedures. | |||
| Resolve customer complaints that have been referred by staff, according to store policy. | |||
| Ensure sales and service targets and plans are consistent with quality and functional specifications. | |||
| Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required. | |||
| Communicate sales and service targets and plans to relevant personnel according to implementation schedules. | |||
| Provide feedback to staff on operations and outcomes. | |||
| Encourage staff to take responsibility for meeting customer requirements. | |||
| Seek and use feedback from customers to improve future operations. | |||
| Take corrective measures to minimise factors that may cause disruption to operations. | |||
| Monitor and evaluate effectiveness of corrective actions for future operational planning. | |||
| Ensure current and accurate records on sales are available to authorised personnel. | |||
| Interpret and act on relevant reports as required. | |||
| Negotiate and implement arrangements with suppliers according to store policies and procedures and communicate to relevant personnel. | |||
| Authorise and communicate special pricing arrangements and customer payment agreements to relevant staff and management personnel according to store policy. | |||
| Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary. | |||
| Identify and communicate to relevant personnel market factors affecting supply. | |||
| Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits. | |||
| Take immediate corrective action where potential or actual problems with supply are indicated. | |||
| Identify and develop new suppliers to maintain and improve sales and service delivery. | |||
| Plan and develop strategies to enhance provision of customer service according to store policy. | |||
| Research and accurately analyse customer needs in regard to local geographic and cultural issues. | |||
| Establish and maintain a sufficient supply of resources of the necessary quantity and quality to meet customer requirements. | |||
| Regulate and monitor access to and use of resources for maximum efficiency. | |||
| Maintain staff working conditions that meet requirements of relevant legislation and store policy. | |||
| Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures. | |||
| Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity. | |||
| Communicate recommendations for improving conditions to relevant personnel within designated timeframe. | |||
| Maintain complete, accurate records and make them available to authorised personnel. |
Forms
Assessment Cover Sheet
SIRXSLS005A - Manage sales and service delivery
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Assessment Record Sheet
SIRXSLS005A - Manage sales and service delivery
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