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
Performance Evidence
Knowledge Evidence
Demonstrated knowledge of:
communication techniques used in consulting with clients on products and services, including:active questioningactive listeningnegotiation skillsappropriate choice and use of languagenon-verbal communicationrange, benefits and features of funeral products and services, including support service options, price, materials and differences between products, including:funeral arrangementsembalming arrangementscremation arrangementsburial arrangementscoffins or casketscoffin or casket accessoriesburial plotsmausoleum cryptsheadstonesgrave markersurnsnameplatesalternative information sources to expand on product knowledge, including:past and present staff membersrelevant industry associationsbooks, magazines, newspapers and other referencesinternetbasic principles and techniques for each stage of the sales processfederal, 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) ActConsumer Credit CodePrivacy Actsfinancial institution requirements, including:finance approval and processing procedurescredit card approval and processing procedurescheque acceptance proceduresdocumentation used in completing sales, including: contracts of saleinvoicesreceiptsfinancing documentationworkplace policies and procedures in relation to sales services, including financing and financial transaction proceduressocial, religious and cultural differences and traditions that impact on advising on funeral and burial products and servicesprofessional funeral services industry parameters and protocols when dealing with the bereaved.