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Elements and Performance Criteria

  1. Research store product range.
  2. Recommend video and DVD products and accessories.
  3. Advise on membership.
  4. Apply store video hire and return procedures.

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

advise on membership 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

keyboard operation to facilitate data entry of customer membership hire and return of video tapes DVDs and games

operating store range of products including home theatre and games console setup

literacy skills in regard to

reading and understanding product information and warnings

reading and understanding store policy and procedures

numeracy skills in regard to data entry

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

hire and return of videotapes DVDs and games and games consoles

types and features of store range of video products

store maintenance requirements

store range of movie and game services

basic operation of the home entertainment industry

relevant legislation and statutory requirements

relevant industry codes of practice

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 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 sales team members of types and features of store range of movie and game products and services including videos and DVDs video games music CDs equipment and accessories

advises on and administrates store membership requirements

demonstrates correct administration of product hire and return procedures according to store policy

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

relevant legislation and industry codes of practice

an appropriate range of movie and game 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

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:

new trends in home entertainment media

genres and themes of movies and games

new releases

directors

actors

price

country of manufacture

media format

performance efficiency

safety features

care and maintenance requirements

movie and game availability

movie and game type and content

censors classification.

Relevant sources of information may include:

video source directories

store product manuals

supplier and distributor preview DVDs, clips and samples

supplier and distributor brochures

customer reports and recommendations

press, television, radio or online reviews.

Customers may include:

new or repeat contacts

external and internal contacts

customers with routine or special requests

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

Staff members may include:

new or existing staff

full-time, part-time, casual or contract staff

people with varying levels of language and literacy

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

Product range may include:

video and DVD movies for sale or hire

video and television accessories

blank videotapes and DVDs

video and computer games

games consoles for sale or hire

music CDs

confectionery

promotional products

value bundles.

Legislative requirements may include:

censorship and copyright legislation

customs regulations

X and R rated licensing requirements

privacy laws

censorship classification

sale of second-hand goods

consumer law

Trade Practices and Fair Trading Acts.

Terms and conditions may include:

due dates for return of rented items

late charges

use of cards by unauthorised persons.

Store policy and procedures with regard to:

hiring and selling home entertainment media

interaction with customers

maintenance and repair of damaged stock

replacement of stock for display and filing.

Visually inspect may include checking for:

tape rewind

heat damage, casing warped

scratches, damage and breakage

security seals where applicable.

Display categories for stock may include:

media type, e.g. DVD, videotape or game

series

themes

release date

special promotions

actor or director

duration of loan.