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

operating of store inventory and returns systems and locating store range of products

literacy skills in regard to reading product titles blurbs and information

numeracy skills in regard to

processing returns

handling money

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

newsagency product recall and processing returns to publishers

types and features of store range of book or newsagency products

store range of reader and newsagency services including book reservation home delivery lottery tickets and related services and procedures

basic operation of the newsagency industry

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 updates and applies product knowledge to provide comprehensive advice to customers and staff including accessing information

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 of types and features of store range of books newspapers and magazines and other products and services including editions quality content and age suitability

uses and applies the store inventory system to check stock levels supplier lists price lists reserve books record publisher returns data and accurately administer publisher returns

demonstrates correct negotiation and administration with regard to reader or newsagency services according to store policy and procedures including home delivery and newspaper and magazine reservations

Context of and specific resources for assessment

Assessment must ensure access to

a retail book or newsagency work environment

relevant sources of product information

relevant documentation such as

store policy and procedures manuals

relevant legislation and industry codes of practice

OHS legislation and codes of practice

an appropriate range of book or newsagency products and services

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 and service range may include:

Inventory system may be manual or computerised and may include:

Legislative requirements may include:

Customers may include:

Home delivery arrangements may be recorded: