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Elements and Performance Criteria

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

demonstrated use of positive and inclusive language

questioning and listening

resolving conflict

managing stress

demonstrating selfesteem

literacy skills in regard to reading and understanding workplace documentation such as store policies and procedures and retail documents

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to

internal and external customer contact

verbal and nonverbal presentation

code of conduct

allocated duties and responsibilities

goods and services provided by the store

location of store departments

functions and procedures for operating telephones and other communication equipment

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

provides a consistently welcoming environment by treating customers in a courteous and helpful manner

uses effective questioning and active listening techniques to communicate with customers while maintaining an awareness of the need for discretion tact and confidentiality

interprets and communicates information to customers supervisors and peers both facetoface and via other electronic communication equipment

accesses comprehends and processes information accurately according to store policy and procedures

consistently follows routine instructions and seeks advice and assistance if required

participates actively and positively within a workplace team

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

relevant documentation such as

stock inventory or price lists

layby credit and product return slips

store policy and procedures manuals

a range of customers with different requirements

a range of communication 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

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

SIRXINDA Work effectively in a retail environment

SIRXIND001A Work effectively in a retail environment

SIRXOHSA Apply safe working practices

SIRXOHS001A Apply safe working practices

SIRXCLMA Organise and maintain work areas

SIRXCLM001A Organise and maintain work areas

SIRXICTA Operate retail technology

SIRXICT001A Operate retail technology.

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.

Customers may include:	new or repeat contacts internal and external contacts customers with routine or special requests people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Store policy and procedures may relate to:	contact with customers job descriptions and responsibilities interaction with other team members interaction with supervision and management induction process.

Verbal and non-verbal interaction may occur with:	external customers internal contacts, including management and other team members.

Questioning may involve the following communication techniques:	using open and inclusive language speaking clearly and concisely using appropriate language non-verbal communication.

Information may include:	telephone written electronic media such as email verbal feedback observation.

Colleagues may include:	management other staff members full-time, part-time, casual or contract staff

Verbal and non-verbal communication may include:	speaking and listening reading and writing body language facial expression.

Teams may include:	small work teams store team corporate team.

Problem solving may be affected by:	store policy and procedures resource implications.

Retail documents may include:	stock sheets planograms timetables, staff record forms lay-by slips credit slips product return slips manufacturer instructions telephone message pads.