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 including advice on warranties and product service and repair

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

demonstrating product features and operation

negotiation skills

using and applying technology required to demonstrate operation of store product range

literacy skills in the following areas

reading and understanding product information

reading and understanding product warranties and guarantees

numeracy skills in regard to

advising and negotiating price and payment options

measuring and estimating accurately

metric and imperial measuring scales

techniques and procedures for measuring surface areas

estimating from architects or builders plans

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 pricing and payment and warranty terms and conditions

store product service and repair policy and procedures

store home and home improvement product range

design and technical information and features and function and operation of store product range

quality energy efficiency and environmental considerations of products

pricing procedures including GST requirements

relevant industry 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 updates and applies product knowledge to provide comprehensive advice to customers and other sales team members

understands and applies available product information when providing advice to customers

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

advises customers and informs other sales team members on store home and home improvement products in the store merchandise range Advises customers and other sales team members on store merchandise range warranties and store pricing and payment options

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 home and home improvement 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

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 product range may include:

Customer requirements may include:

Features and benefits of products may include:

Customers may include:

Estimatingarea and product quantities may include:

Store policy and procedures may include: