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Elements and Performance Criteria

  1. Analyse customer expectations of high value sales experiences.
  2. Ensure sales environment meet customer expectations.
  3. Develop customer service relationships.

Required Skills

Required skills

communication and interpersonal skills to

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

ask questions to identify and confirm requirements and preferences

interact with a range of customers including

those with special needs

difficult or abusive customers

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

use and interpret nonverbal communication

use language and concepts appropriate to cultural differences

literacy and numeracy skills to

advise and negotiate price and payment options

measure and estimate accurately

read product information and specifications

read store policy and procedures

team leadership skills to

gain team participation in research and analysis activities

motivate and coach team members to improve customer service skills

Required knowledge

company policy and procedures in regard to

customer complaints

methods of dealing with customer special needs and requests

price negotiation and payment options

sales and customer service upselling and onselling

services and repairs

company product range

human psychology in relation to buying

key features of buying and selling process

manufacturer technical information

pricing procedures including GST requirements

product and manufacturer warranty terms and conditions

relevant legislation statutory requirements and codes of practice relating to the retail industry including consumer law

Evidence Required

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

researches consults on and identifies customer expectations that the organisation will commit to meeting

reviews sales environment and implements improvements to meet customer preferences

leads team to review customer service outcomes and provides modelling and coaching in customer service

Context of and specific resources for assessment

Assessment must ensure access to

a real retail work environment

a retail customer service and sales team

relevant documentation including

communication protocols

customer demographic data

customer service procedures

sales performance data

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

a role play

customer feedback

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


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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included.

Customer preferencesmay vary according to:

behavioural style

buying style

expectations of salespeople

personality type.

Store environmentmay include:

air quality

amenities

décor

layout

music

parking

visual merchandising.