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 customers

using measuring tools and methods for measuring and fitting clothes or shoes

literacy skills in reading and understanding product labels and care instructions

numeracy skills in the following areas

estimation of size and body or foot type and variation

measuring accurately

relation of Australian standard clothing or shoe sizes and US UK and European equivalents

The following knowledge must be assessed as part of this unit

store procedures in regard to

sales and customer service

methods of dealing with special needs or requests of customers

customer complaints

store alteration services and processes

operation maintenance and security of store fitting rooms or areas

store product range including types properties benefits and care of materials used

Australian standard clothing or shoe sizes and their international equivalents

common body or foot shapes and complementary clothing or footwear styles

pricing procedures including GST requirements

relevant legislation and statutory requirements

relevant industry codes of practice

relevant OHS legislation and codes of practice

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 updating and applying product knowledge to provide comprehensive advice to customers and staff

consistently applying store procedures and in regard to sales and customer service

consistently advising customers on complementary products

using measuring tools correctly and accurately

applying knowledge of Australian standard clothing or shoe sizes and variations

advising on and arranging clothing alterations or shoe repairs and services according to store policy and procedures

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 clothing or shoe products

a range of customers with different requirements

measuring and fitting tools and techniques

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

answers to questions about specific skills and knowledge

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

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 merchandise range may include:

Australian UK, US and European sizing standards may include:

Customers may include:

Complementary products may include:

Customer requirements and considerations may include:

Measuring tools may include:

Alteration and repair services may include: