The following components of the evidence guide relate directly to the performance criteria and the range of variables for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence
Competency in this unit requires evidence that the candidate:
Consistently applies store policies and procedures, in regard to selling products and services, dealing with customers, planning and implementing sales presentations and providing after sales support.
Consistently applies industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services.
Consistently develops customer commitment to store and builds return customer base by establishing rapport/relationship with customer, maintaining professional ethics, and accurately discerning customer buying motives and customer needs/requirements.
Consistently maximises sales opportunities by using effective selling techniques, applying detailed product knowledge and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales.
Consistently and accurately applies detailed knowledge of manufacturers'/suppliers' supply, back up service and warranty information to enhance customer support.
Consistently uses effective questioning, listening and observation skills to accurately determine customer requirements.
Consistently and effectively plans, prepares and conducts sales presentations and briefs support staff where required, to create a buying environment and maximise sales performance.
Consistently evaluates personal and or team sales performance to maximise future sales.
Consistently and accurately establishes, records and maintains customer records/details, maintains customer confidentiality, ensures secure storage and uses customer records to maximise customer interest and create a buying atmosphere.
Consistently resolves customer complaints by acknowledging problems and supporting customer to produce positive outcomes and obtain mutually acceptable complaint resolution.
Underpinning Skills and Knowledge
Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:
Knowledge of:
Store policies and procedures, in regard to:
establishing, maintaining and utilising customer records
updating and maintaining customer mailing lists
methods of maintaining customer confidentiality and secure storage of customer details
price negotiation and payment/credit options
resolving customer complaints
Store/area merchandise and service range
Relevant legislation and statutory requirements
Relevant industry codes of practice
Occupational health and safety requirements such as:
manual handling
plant and equipment
hazardous substances and dangerous goods
workers compensation
Customer types and needs including:
customer buying motives/customer behaviour and cues
individual and cultural differences, demographics/lifestyle/income
types of customer needs, eg functional, psychological
Pricing procedures including Goods and Services Tax (GST) requirements
Skills in:
Selling techniques
opening and closing techniques
buying signals
strategies to focus customer on specific merchandise
add ons and complimentary sales
overcoming customer objections
Presentation skills
Conflict resolution
Interpersonal communication
Accessing relevant product information
Literacy skills in regard to:
reading and understanding product information
reading and understanding store policies and procedures
recording client and sales information
Generic Process Skills
There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
How can communication of ideas and information be applied?
Ideas and information will need to be communicated to customers and to support staff. (2)
How can information be collected, analysed and organised?
Information on products and services will need to be collected, analysed and organised. (2)
How are activities planned and organised?
Planning presentations will require activities to be planned and organised. (2)
How can team work be applied?
Team work will be applied when briefing staff members on product/service information. (2)
How can the use of mathematical ideas and techniques be applied?
Mathematical ideas and techniques will be applied when negotiating price and credit options. (2)
How can problem solving skills be applied?
Problem solving skills will be applied when dealing with customer complaints and establishing acceptable resolution. (2)
How can the use of technology be applied?
The use of technology will be applied through calculating prices and/or discounts and maintaining customer database. (2)
Context of assessment
Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.
Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.
The candidate will be required to
Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRS4B can be assessed with other units which make up a specific job function.
Evidence Gathering Methods
Evidence should include products, processes and procedures from the workplace context. Evidence might include:
Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge
Resources Required
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
occupational health and safety legislation/regulations/codes of practice
Access to a range of customers with different requirements
Access to an appropriate range of products and/or equipment
Access to a customer data base system
The following components of the evidence guide relate directly to the performance criteria and the range of variables for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence
Competency in this unit requires evidence that the candidate:
Consistently applies store policies and procedures, in regard to selling products and services, dealing with customers, planning and implementing sales presentations and providing after sales support.
Consistently applies industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services.
Consistently develops customer commitment to store and builds return customer base by establishing rapport/relationship with customer, maintaining professional ethics, and accurately discerning customer buying motives and customer needs/requirements.
Consistently maximises sales opportunities by using effective selling techniques, applying detailed product knowledge and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales.
Consistently and accurately applies detailed knowledge of manufacturers'/suppliers' supply, back up service and warranty information to enhance customer support.
Consistently uses effective questioning, listening and observation skills to accurately determine customer requirements.
Consistently and effectively plans, prepares and conducts sales presentations and briefs support staff where required, to create a buying environment and maximise sales performance.
Consistently evaluates personal and or team sales performance to maximise future sales.
Consistently and accurately establishes, records and maintains customer records/details, maintains customer confidentiality, ensures secure storage and uses customer records to maximise customer interest and create a buying atmosphere.
Consistently resolves customer complaints by acknowledging problems and supporting customer to produce positive outcomes and obtain mutually acceptable complaint resolution.
Underpinning Skills and Knowledge
Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:
Knowledge of:
Store policies and procedures, in regard to:
establishing, maintaining and utilising customer records
updating and maintaining customer mailing lists
methods of maintaining customer confidentiality and secure storage of customer details
price negotiation and payment/credit options
resolving customer complaints
Store/area merchandise and service range
Relevant legislation and statutory requirements
Relevant industry codes of practice
Occupational health and safety requirements such as:
manual handling
plant and equipment
hazardous substances and dangerous goods
workers compensation
Customer types and needs including:
customer buying motives/customer behaviour and cues
individual and cultural differences, demographics/lifestyle/income
types of customer needs, eg functional, psychological
Pricing procedures including Goods and Services Tax (GST) requirements
Skills in:
Selling techniques
opening and closing techniques
buying signals
strategies to focus customer on specific merchandise
add ons and complimentary sales
overcoming customer objections
Presentation skills
Conflict resolution
Interpersonal communication
Accessing relevant product information
Literacy skills in regard to:
reading and understanding product information
reading and understanding store policies and procedures
recording client and sales information
Generic Process Skills
There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
How can communication of ideas and information be applied?
Ideas and information will need to be communicated to customers and to support staff. (2)
How can information be collected, analysed and organised?
Information on products and services will need to be collected, analysed and organised. (2)
How are activities planned and organised?
Planning presentations will require activities to be planned and organised. (2)
How can team work be applied?
Team work will be applied when briefing staff members on product/service information. (2)
How can the use of mathematical ideas and techniques be applied?
Mathematical ideas and techniques will be applied when negotiating price and credit options. (2)
How can problem solving skills be applied?
Problem solving skills will be applied when dealing with customer complaints and establishing acceptable resolution. (2)
How can the use of technology be applied?
The use of technology will be applied through calculating prices and/or discounts and maintaining customer database. (2)
Context of assessment
Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.
Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.
The candidate will be required to
Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRS4B can be assessed with other units which make up a specific job function.
Evidence Gathering Methods
Evidence should include products, processes and procedures from the workplace context. Evidence might include:
Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge
Resources Required
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
occupational health and safety legislation/regulations/codes of practice
Access to a range of customers with different requirements
Access to an appropriate range of products and/or equipment
Access to a customer data base system