Google Links

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

Elements and Performance Criteria

1. Apply knowledge of swimming pool and spa products and services.
   • Knowledge of the types, applications, features and benefits of swimming pool and spa products and services is demonstrated.
   • Personal swimming pool and spa product and service knowledge is developed.
2. Approach customer.
   • Timing of customer approach is determined, taking into account customer and enterprise requirements.
   • Effective sales approach is applied.
3. Gather information on customer requirements.
   • Questioning techniques are applied to determine customer-buying motives.
   • Listening skills are used to determine customer requirements.
   • Customer non-verbal communication cues are interpreted and clarified.
4. Inform customer of benefits, features and safety requirements of swimming pool and spa products and services.
   • Customer needs are matched to appropriate products and services.
   • Features and benefits of product or service are clearly communicated to customer.
   • Swimming pool and spa product use and safety requirements are clearly communicated to customer.
   • Manufacturer and promotional information on swimming pool products and services is provided to customer.
   • Customer is referred to appropriate product and service specialists as required.
   • Customer questions about swimming pool and spa products and services are answered accurately and honestly, or referred to senior staff.
5. Close sale.
   • Customer buying signals are monitored, identified and responded to.
   • Customer objections are identified and acknowledged and solutions offered.
   • Customer is encouraged to make purchase decisions.
   • Appropriate method of closing sale is selected and applied.
   • Payment for swimming pool or spa product or service is processed using point-of-sale systems, as required.
6. Maximise sale opportunities.
   • Opportunities for making additional sales are identified and maximised.
   • Personal sales outcomes are reviewed to maximise future sales.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.
Swimming pool and spa products and services must include at least three of the following:	components, spare parts and consumable items for swimming pool and spa systems swimming pool and spa equipment and accessories swimming pool and spa maintenance, service and repair swimming pool and spa toys swimming pool and spa chemicals technical advice on swimming pool or spa water testing services water testing kits.
Product and service knowledgemust include at least six of the following:	after-sales service and support application of product or service availability benefits common faults and troubleshooting comparative products and services consumer reports environmental protection features installation and set-up legislative and regulatory requirements manufacturer requirements operation potential hazards price risks safe handling, transport, disposal and storage requirements safety features safety requirements servicing requirements time-saving features use-by dates warranties.

---

Performance Evidence

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also demonstrate selling one swimming pool or spa product and one swimming pool or spa service.

In doing the above, the person must:

apply swimming pool and spa product and service knowledge and use sales approach that sells the benefits of product and service, overcomes objections, and closes the sale

use questioning, listening and observation skills to determine customer requirements

apply enterprise policies and procedures

maximise sales opportunities according to enterprise policies and procedures

apply industry codes of practice, and legislative and statutory requirements relating to selling swimming pool and spa products and services

evaluate personal sales performance to maximise future sales.

---

Knowledge Evidence

A person demonstrating competency in this unit must demonstrate knowledge of:

Australian Competition and Consumer Commission product safety guidelines

commonwealth, state or territory legislation, and local government regulations impacting on the sale of swimming pool and spa products and services relating to:

consumer protection

dangerous goods

environmental protection

health

work health and safety (WHS)

waste disposal

customer service principles

customer types and behaviours, including:

customer behaviour and cues

customer buying motives

demographics, lifestyle and income range of potential buyers

individual and cultural differences

types of customer needs:

environmental

functional

psychological

enterprise policies and procedures relating to:

allocated duties and responsibilities

returns

selling products and services

enterprise swimming pool and spa product and service range:

components, spare parts and consumable items for swimming pool and spa systems:

circulation and filtration

cleaning and vacuuming

dosing

heating

lighting

spa equipment

swimming pool and spa accessories

swimming pool and spa maintenance, service and repair

swimming pool and spa toys

swimming pool and spa chemicals

technical advice on swimming pools and spas

water testing services

water testing kits

procedures for processing different methods of payment

operation and maintenance of point-of-sale systems:

calculator

EFTPOS/credit card machine

cash register

scanner

selling techniques

swimming pool and spa chemical safety.

---