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 warranties and product service and repair 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 in the following areas

reading and understanding store policy and procedures

reading and understanding product information and specifications

writing order specifications and delivery details

numeracy skills in the following areas

measuring and estimating accurately

advising and negotiating price and payment options

The following knowledge must be assessed as part of this unit

company and enterprise policy and procedures in regard to

sales and customer service upselling onselling

methods of dealing with special needs and requests of customers

customer complaints

price negotiation and payment options

services and repairs

company and enterprise product range

pricing procedures including GST requirements

manufacturer technical information

product and manufacturer warranty terms and conditions

relevant legislation and statutory 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

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

advises customers and informs sales team members of organisation range of products their features and benefits performance complementary products product availability and warranties

advises customers and sales team members on operation storage and use of products

estimates and quotes on quantities of product required as relevant to the product and customer requirements

successfully negotiates and administers price and payment options with customers as per organisation policy and procedures

advises on and arranges for organisation services internal and external including repairs according to organisation 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

organisation policy and procedures manuals

industry codes of practice and relevant legislation

organisation inventory

an appropriate range of 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 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

Service range may include:

Inventory system may be:

Product knowledge may include:

Relevant sources of information may include:

Relevant legislative requirements may include:

Customers may include:

Staff members may include:

Customer requirements may include:

Comparisons between product and manufacturer warranty terms may relate to:

Organisation policy and procedures may include:

Negotiation of individual product prices may include:

Diagnosis of problem may occur:

Follow-up action may occur: