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

operating a range of office technology

organising work tasks

completing tasks in a set timeframe

literacy and numeracy skills in regard to

processing recording and documenting information

generating a range of retail documents

interpersonal communication skills to

report equipment faults

answer telephone calls and keep customers informed of delays and action being taken thorough clear and direct communication

ask questions to identify and confirm requirements

share information

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to

store administration and clerical systems

receiving and dispatching incoming and outgoing mail

processing information

reporting problems and faults

relevant regulatory and licensing requirements such as

OHS

privacy policies

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

applies procedures for the processing of mail including bulk mail

operates and maintains office equipment according to store policy and procedures

files and retrieves documents according to store policy and procedures

follows procedures for establishing contact with internal and external customers

applies procedures for the preparation of simple correspondence

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

relevant documentation such as

store policy and procedures manuals

manufacturer instructions and operation manuals

a range of retail equipment

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

a role play

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 for example

SIRXICTA Operate retail technology

SIRXICT001A Operate retail technology

SIRXFINA Perform retail finance duties

SIRXFIN002A Perform retail finance duties.

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

Procedures to sort and dispatch incoming mail may relate to:

Store policy and procedures in regard to:

Equipment may include:

Relevant personnel may include:

Systems used to record or file documents may be:

Contact may be established by: