Required skills

communication and interpersonal skills to

apply product knowledge by providing information and advice to customers and staff

ask questions in order to identify and confirm requirements

handle customers with special needs including difficult or abusive customers

interpret and apply nonverbal cues

make recommendations and advise on warranties and product service and repair through clear and direct communication

respond to customer needs and respect cultural differences

literacy and numeracy skills to

advise and negotiate price and payment options

measure and estimate accurately

read and interpret warranties

read and interpret product information and specifications

read and interpret store policy and procedures

write order specifications and delivery details

Required knowledge

manufacturer technical information

organisational policy and procedures in regard to

customer complaints

methods of dealing with special needs and requests of customers

price negotiation and payment options

returns and warranty claims

sales and customer service upselling and onselling

services and repairs

organisations product range

manufacturer technical information

pricing procedures including GST requirements

product and manufacturer warranty terms and conditions

relevant industry codes of practice legislation and statutory requirements relating to the recommendation of specialised products and services

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

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

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

advises customers and informs sales team members of organisations 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

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

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

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated retail work environment

relevant sources of product information

relevant documentation such as

organisational policy and procedures manuals

industry codes of practice and relevant legislation

organisational inventory

an appropriate range of products

a range of customers with different requirements

Method 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

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

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Service range may include:

Inventory system may be:

Product knowledge may include:

Relevant sources of information may include:

Customers may include:

Customer requirements may include:

Relevant legislation may relate to:

Comparisons between product and manufacturer warranty terms may relate to:

Organisational policy and proceduresmay include:

Negotiating individual product pricesmay include:

Diagnosis of problem may occur:

Follow-up action may occur: