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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 livestock 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.
   • Relevant safety information is provided to the customer for recommended products.

Required Skills

Required skills

assess and demonstrate cost benefits research supplier information safely lift carry and handle products provide Material Safety Data Sheets MSDSs or other safety information for recommended products use literacy skills to read interpret and follow organisational policies and procedures develop sequenced written instructions record accurately and legibly information collected and select and apply procedures to a range of tasks use oral communication skillslanguage competence to fulfil the job role as specified by the organisation including questioning active listening asking for clarification negotiating solutions and responding to a range of views use numeracy skills to estimate calculate and record routine and more complex workplace measures and data use interpersonal skills to work with others 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 Occupational Health and Safety OHS industry eg racingharness racing fair trading trade practices and sales of goods legislation relevant components of StateTerritory Acts relating to fertilisers and certified seeds

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 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
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.
The range of products may include:	animal restraint systems dairy industry products horse industry products stockfeed requirements.

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