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Elements and Performance Criteria

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

interpersonal communication skills to

apply product knowledge by providing information and advice to customers and staff

make recommendations and advise on services through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

ability to interpret store and industry manuals and documentation paperbased or computerised

literacy skills in regard to

reading and understanding product information

reading and understanding store policy and procedures

recording information

numeracy skills in regard to pricing and estimation and weighing of quantities

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to

the store food safety program

the sale of food items

quality policy to customers and suppliers

allocated duties and responsibilities

taking customer orders

current food services available to customers

specialist product knowledge including

specialised products

corresponding benefits of various products

shelf life and useby date

storage requirements

ingredients or materials contained in products

features and use of products

corresponding or complementary products and services

stock availability

store and industry manuals and documentation paperbased or computerised

stock merchandise and service range

pricing procedures including GST requirements

other relevant policy and procedures

relevant legislation and statutory requirements

relevant industry codes of practice

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

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

Evidence of the following is essential

consistently applies store policy and procedures which comply with consumer law and legislative requirements regarding the sale of food items

consistently applies product information contained in store manuals and manufacturer product labels when providing advice to customers

consistently applies store policy and procedures and industry codes of practice in regard to customer service and selling products and services

develops maintains and conveys product knowledge to other staff as required

applies detailed and specialised product knowledge to provide accurate advice according to customer requirements

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

sources of product knowledge

suitable merchandise

relevant documentation such as

store policy and procedures manuals

customer order forms

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 performance in the workplace

thirdparty reports from a supervisor

customer feedback

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

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

SIRRFSAA Apply retail food safety practices

SIRRFSA001A Apply retail food safety practices.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

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

Range Statement


The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Relevant sources of information may include:	store or supplier product manuals videos, DVDs and multimedia product demonstrations labels store tours internet.

Product range may include:	delicatessen goods fresh produce bakery items seasonal varieties exotic and unusual lines dairy products frozen foods dried foods canned foods prepared salads convenience foods.

Product range may be identified according to:	origin price range product variety physical characteristics seasonal availability.

Product information may include:	product types varieties features price ingredients simple nutritional information handling and storage cooking tips from manufacturer data.

Other staff members may include:	new or existing staff people with varying levels of language and literacy people from a range of cultural, social and ethnic backgrounds.

Customers may include:	new or repeat contacts external and internal contacts business customers or individuals customers with routine or special requests people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Food services may include:	special occasion catering boardroom catering convenience foods food delivery services cook to order services seasonal promotions.

Customer requests may include:	preferences health factors culturally specific requirements.

Store policy and procedures in regard to:	selling food products and services interaction with customers quality assurance ordering food products processing customer orders.