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

literacy skills to read and understand

product information

product warranties and guarantees

store policy and procedures

safety requirements

care and maintenance requirements

numeracy skills to understand age and safety ratings

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 baby and toddler product range including

safety features and application of products

age ratings and restrictions for specific products

range of service and repair capabilities

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

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

updates and applies product knowledge to provide comprehensive advice to customers and staff including technical information and advice on warranties and insurance policies where applicable

consistently advises customers and informs sales team members of design and safety features age suitability and rating and performance characteristics of store range of products

consistently advises on stock availability warranties and price and payment options and negotiates and arranges product service and repairs 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

product outlines

an appropriate range of toddler and baby products

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

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:

Customers may include:

Other staff may include:

Legislative requirements may include:

Comparisons between product and manufacturer warranty terms and insurance policies may relate to:

Store policy and procedures with regard to:

Service range may include: