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

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

Product knowledge may include:

Relevant sources of information may include:

Product range may include:

Product information may include:

Gemstones and jewels may include:

Metals may include:

Watches may include:

Customers may include:

Other staff may include:

Legislative requirements may include:

Comparisons between product and manufacturer warranty terms may relate to:

Store policy and procedures in regard to:

Designated location may include:

Display units may include:

Store service range may include: