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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 needs of clients.
  2. Respond to client needs using sales principles.
  3. Finalise the selection of pre-need products and services.
  4. Identify needs of clients.
  5. Respond to client needs using sales principles.
  6. Finalise the selection of pre-need products and services.

Knowledge Evidence

Demonstrated knowledge of:

communication techniques used in consulting with clients on products and services, including:

active questioning

active listening

negotiation skills

appropriate choice and use of language

non-verbal communication

range, benefits and features of funeral products and services, including support service options, price, materials and differences between products, including:

funeral arrangements

embalming arrangements

cremation arrangements

burial arrangements

coffins or caskets

coffin or casket accessories

burial plots

mausoleum crypts

headstones

grave markers

urns

nameplates

alternative information sources to expand on product knowledge, including:

past and present staff members

relevant industry associations

books, magazines, newspapers and other references

internet

basic principles and techniques for each stage of the sales process

federal, state or territory, and local government legislation, regulations and codes of practice that may impact on the sale of funeral products and services, including:

Australian Consumer Law (ACL)

Funerals (Pre-paid Money) Act

Consumer Credit Code

Privacy Acts

financial institution requirements, including:

finance approval and processing procedures

credit card approval and processing procedures

cheque acceptance procedures

documentation used in completing sales, including:

contracts of sale

invoices

receipts

financing documentation

workplace policies and procedures in relation to sales services, including financing and financial transaction procedures

social, religious and cultural differences and traditions that impact on advising on funeral and burial products and services

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