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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Identify customer needs
   • Appropriate interpersonal skills are used to accurately identify customer needs.
   • Customer enquiries are handled courteously and promptly in accordance with enterprise procedures and industry requirements.
   • Available products are matched to customer needs.
   • Knowledge and understanding of hardware products is actively and regularly researched and updated from authoritative sources.
2. Provide product advice
   • Advice that addresses customer needs is provided to customers in a timely and professional manner.
   • Products that may meet customer needs are appropriately exhibited to customer.
   • Alternative and additional products and services are suggested as necessary.
   • Customers concerns and questions are addressed sensitively in line with enterprise requirements.

Required Skills

Required skills

communicate using a range of interpersonal skills including questioning and attentive listening skills relate to people from a range of social cultural and ethnic backgrounds and of varying physical and mental abilities assess and demonstrate cost benefits research supplier information safely lift carry and handle products use literacy skills to read interpret and follow organisational policies and procedures follow sequenced written instructions record accurately and legible information collected and select and apply procedures for a range of tasks use numeracy skills to estimate calculate and record routine workplace measures use interpersonal skills to work with and relate to people from a range of cultural social and religious backgrounds and with a range of physical and mental abilities

Required knowledge

customer service and selling techniques systems and procedures for the safe handling of products enterprises business values structure products and services industry terminology for products requirements of local or specific customers relevant requirements of Occupational Health and Safety OHS industry fair trading trade practices sales of goods public liability and environmental legislation

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following advise customers as to the range of products available for their specific applicationenvironment engage with and give advice to customers ensure that the advice product type application and suitability are understood by the customer encourage add on sales organise the demonstration of products represent the enterprise in a professional manner when dealing with customers
Context of and specific resources for assessment	Competency requires the application of work practices under work conditions Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances

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Range Statement

The range statement relates to the unit of competency as a whole.
Advice may include:	advice on building products such as: timber cement colorbond galvanised zincalume fibrous cement cladding roofing materials insulation and damp-proofing materials pre-fabricated buildings small hardware items. advice on irrigation and stock water supply systems.

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