Required skills

communication skills including clear and direct communication and active listening and questioning techniques to convey information to clients offer clients options and answer client questions

literacy and numeracy skills to interpret written documentation accurately complete required documentation and complete financial transactions

computer literacy to complete documentation

problemsolving skills to match client needs with products and services and suggest options

Required knowledge

range benefits and features of funeral products and services

alternative information sources

sales principles

financial transaction procedures

financing procedures

broad working knowledge of relevant federal state or territory and local government legislation and regulations relating to consumer protection privacy and the sale of funeral products and services

workplace policies and procedures in relation to sales services

social religious and cultural differences and traditions

professional funeral services industry parameters and protocols when dealing with the bereaved

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

ability to communicate with the client and correctly interpret the clients requirements

ability to apply sales techniques in response to a range of different client situations

underpinning product knowledge

understanding of consumer liability issues

selling different types of funeral and burial products and services on multiple occasions to ensure consistency of performance and ability to meet varying client needs

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills in an environment where client consultations can take place

interaction with diverse clients to allow candidate to respond to range of client requirements and requests

access to relevant documentation such as product information and workplace pricing and financing options

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of candidate

identifying a range of client needs using appropriate communication

applying product knowledge to provide accurate information about products and services

completing financial arrangements according to relevant legislation including processing cash and noncash transactions

written or verbal questioning to assess knowledge and understanding of relevant policies and procedures with regard to providing funeral and burial sales services

completing workplace documentation relevant to funeral and burial sales services

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SIFSLSA Sell preneed funeral and burial products and services

SIFSLS002A Sell pre-need funeral and burial products and services.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Products and services may include:

Sources may include:

Appropriate personnel may include:

Product knowledge may include:

Communication techniques may include:

Workplace policies and procedures may include:

Relevant legislation, regulations and codes of practice may include:

Documentation may include:

Non-cash transactions may include: