Required skills

communication and interpersonal skills including

negotiating

questioning and listening

resolving conflict

using positive and inclusive language

literacy skills to

read and interpret workplace documentation such as store policies and procedures and retail documents

record messages

technology skills to operate information and communications technology including

email

social networking technology

telephone system

Required knowledge

functions and procedures for operating telephones and other communication equipment

goods and services provided by the store

location of store departments

store policy and procedures in regard to

allocated duties and responsibilities

code of conduct including sensitivity to diversity

internal and external customer contact

verbal and nonverbal presentation

verbal and nonverbal presentation

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

provides a 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 according to store policy and procedures

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 retail 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

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

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 for example

SIRXCLM Organise and maintain work areas

SIRXICTA Operate retail technology

SIRXICT001A Operate retail technology

SIRXIND Work effectively in a customer service environment

SIRXWHS Apply safe work practices

Customers may include:

Store policy and procedures may relate to:

Verbal and nonverbal interaction may occur with:

Questioning may involve the following communication techniques:

Information may include:

Colleagues may include:

Diverse backgrounds refers to a range of characteristics, including:

Verbal and nonverbal communication may include:

Teams may include:

Problem solving may be affected by:

Retail documents may include: