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Elements and Performance Criteria

  1. Research store product range.
  2. Recommend specialised jewellery products.
  3. Advise on jewellery product warranties.
  4. Protect stock.
  5. Advise on and arrange services and repairs.

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

handling customers with special needs including difficult or abusive customers

methods for performing jewellery watch and watch band repairs

literacy skills in the following areas

reading and understanding product information

reading and understanding product warranties and guarantees

reading and understanding store policy and procedures

numeracy skills in regard to

calculating and quoting repair and service prices

understanding and applying gemstone quality and value

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 and requests of customers

customer complaints

store product handling display and security including showing stock locking counters and windows storage of goods

store jewellery and watch repair services

store jewellery product range including

basic recognition of jewels and gemstones their names quality storage and care requirements

identification of common metals used in jewellery and their names type metal carat content and stamping

comparisons between watch styles and brands including their compliance or noncompliance with regard to water resistance standard

product and manufacturer warranty terms and conditions

relevant legislation and statutory requirements

relevant industry codes of practice including Jewellery and Timepieces Industry Code

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

continually updates and applies product knowledge 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

advises customers and informs sales team members of store product range including the names and appearance of jewels and gemstones precious and nonprecious metals and a range of watches

applies store security procedures with regard to the handling and protection of stock

advises on arranges for and performs store jewellery services internal and external including repairs according to store policy and procedures

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

relevant documentation such as

store policy and procedures manuals

industry codes of practice and relevant legislation

manufacturer warranties

an appropriate range of jewellery products

a range of customers with different requirements

appropriate tools and equipment to perform services such as jewellery and repairing bands and replacing watch batteries according to store policy and procedures

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

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.

Product knowledge may include:

gemstone, metal and watch identification

manufacturing process


composition of base products and materials

carat weight

jewellery and watch handling and storage.

Relevant sources of information may include:

store or supplier product manuals

product leaflets

sales representatives

technical or design staff


customer feedback

store warranty information

product warranty manuals

designated staff members

contacting suppliers direct.

Product range may include:

jewellery, including:









silver plate

fine porcelain



Product information may include:

manufacturing process

composition of base products and materials


design features

price range

types and brands



storage and care requirements


wearing capacity

metal content

metal carat content


complementary or add-on products

water resistance of various watches

name of stone



Gemstones and jewels may include:

precious or semi-precious


organic or synthetic.

Metals may include:

precious or non-precious


Watches may include:



battery operated




water resistant.

Customers may include:

those with routine or special requests

regular and new customers

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Other staff may include:

new or existing staff

people with varying levels of language and literacy

people from a range of cultural, social and ethnic backgrounds.

Legislative requirements may include:


consumer law

Trade Practices and Fair Trading Acts

industry codes of practice

sale of second-hand goods.

Comparisons between product and manufacturer warranty terms may relate to:





warranty cost, where applicable.

Store policy and procedures in regard to:

selling jewellery products and services

processing items for service and repair

security of stock.

Designated location may include:

display unit

promotional display

secure storage.

Display units may include:

secured or unsecured units

counter displays

lit or rotating displays




Store service range may include:

jewellery repairs and cleaning

jewellery resizing

jewellery remodelling


watch cleaning and repairs

performed on or off the premises.