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Elements and Performance Criteria

1. Identify customer needs
   • Use interpersonal skills to identify customer needs
   • Handle customer enquiries courteously and promptly in accordance with enterprise and legislative requirements
   • Match available products to customer needs and against ecological considerations
   • Research and update knowledge and understanding of livestock products and related products from authoritative sources
   • Research local enterprise and district requirements for livestock and related products
2. Provide product advice
   • Provide advice that addresses customer needs in a timely and professional manner and is in line with enterprise and legislative requirements
   • Exhibit or demonstrate products to customer in line with enterprise work health and safety, biosecurity and animal welfare policies.
   • Suggest alternative and additional products and services
   • Address customers concerns and questions
   • Provide relevant safety information to the customer for recommended products

Range Statement

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Performance Evidence

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

advise customers as to the range of livestock products available for their specific application/environment

engage with and give advice to customers

ensure that the advice, product type, application and suitability are understood by the customer

advise customers on risks to worker safety or animal welfare from use of the product

encourage add on sales

represent the enterprise in a professional manner when dealing with customers

follow enterprise work health and safety policies

follow enterprise biosecurity, animal welfare policies

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Knowledge Evidence

The candidate must demonstrate knowledge of:

customer service and selling techniques

systems and procedures for the safe handling of products

enterprises’ s business values, structure, products and services

livestock industry equipment, animal handling systems and stockfeeds

relevant work health and safety, animal welfare and biosecurity legislation, fair trading, trade practices, and sales of goods legislation

relevant components of State/Territory Acts relating to stock feeds

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