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

handling customers with special needs including difficult or abusive intoxicated and underage customers

organising and providing liquor services to customers

literacy skills in regard to

reading and understanding product information

reading and understanding store policy and procedures

numeracy skills in regard to pricing and estimation of quantities

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to

sales and customer service

methods of dealing with special needs or requests of customers

customer complaints

the sale of liquor products

allocated duties and responsibilities

stock availability

store liquor product range including specials house lines new lines and seasonal promotions

store product services

relevant industry codes of practice

relevant OHS legislation and codes of practice

relevant state or territory legislation and statutory requirements including

consumer law

liquor licensing requirements

proof of age

store trading hours

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

continually updates and applies product knowledge about current store liquor products contained in store manuals and manufacturer product labels to provide comprehensive advice to customers and staff

consistently applies store policy and procedures and industry codes of practice in regard to sales and customer service procedures and store trading hours

understands and applies store policy and procedures and consumer law and liquor licensing requirements including record keeping

advises customers and informs sales team members of major characteristics of store range of liquor products including style type fermentation method regional vintages and their characteristics basic production methods and storage requirements

advises customers on store liquor services available to customers including home delivery

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

relevant sources of product information

relevant documentation such as

store policy and procedures manuals

industry codes of practice and relevant legislation

OHS legislation and codes of practice

an appropriate range of liquor products and services

a range of customers with different requirements

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

Assessment with the corequisite unit of competency SITHFABA Provide responsible service of alcohol unless previously completed is required

Assessment with the co-requisite unit of competency SITHFAB009A Provide responsible service of alcohol, unless previously completed, is required.

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

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

Product knowledge may include:

Relevant sources of information may include:

Store liquor range may include:

Customers may include:

Other staff may include:

Wine information may include:

Spirits, liqueurs and mixers may be differentiated by:

Product information may include:

Store policy and procedures in regard to:

Store services may include:

Legislative requirements may include: