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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

using store technology information systems

application and use of hardware and software

interpersonal communication skills to

convey knowledge of store technology system to other staff members

refer problems to appropriate personnel

provide assistance to staff through 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

literacy and numeracy skills in regard to processing recording and documenting information

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to use and operation of store information technology systems including

use and maintenance of hardware and software systems

solutions to problems and breakdowns

operation of equipment

relevant legislation and statutory requirements including

credit procedures

relevant industry codes of practice

store products and services range including pricing structure

manufacturer specifications in regard to operation of hardware and software

software licensing specifications

problemsolving techniques

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

applies store policy and procedures in regard to information technology systems including

resolution of system faults

use and application of store credit and EFTPOS

reviewing and entering information on store system

follows requirements of relevant legislation and statutory requirements including consumer law and credit procedures

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

hardware and software instruction manuals

information technology system

relevant documentation such as

store or sample policy and procedures on management of information technology systems

legislation and statutory requirements

OHS requirements

industry codes of practice

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

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

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.

Information technology system used may be:	centrally based store-based networked.

Staff members may be:	full-time, part-time or casual under contract people with varying degrees of language and literacy people from a range of cultural, social and ethnic backgrounds people with a range of responsibilities and job descriptions.

Hardware may include:	personal computers or terminals (stand-alone or networked) scanning equipment bar coding point-of-sale terminals hand-held pricing equipment.

Store policy and procedures in regard to:	information technology systems processing sales orders.

Software may include:	word processing databases spreadsheets financial electronic data interchange (EDI).

Application and uses may include:	point-of-sale operations, including: EFTPOS credit cards smart cards loyalty cards fly buys online sales credit checks for granting of credit or loans arrangement of credit for customer via a third party customer records financial management pricing, price changes inventory control electronic cataloguing stock transfers and delivery individual, department or item sales performance analysis staff payroll (from staff log-in and log-out) staff rosters use of multimedia use of internet facilities.

Information may include:	price changes (manually or electronically) staffing information customer details or records, including names, addresses, and consumer information or profiles stock records stock transfers orders.

Back-up procedures may include:	zip disc CD DVD digital tape external hard drive off-site data storage.

Faults may include:	hardware faults or breakdowns software staff abilities and training point-of-sale (e.g. EFTPOS, credit facilities and cheque clearances) pricing variations.

Problem-solving techniques may include:	routine procedures manufacturer recommendations lateral thinking referral to: operator or manager specialist or expert.


Relevant personnel may include:	relevant managers supervisor team leader technical specialist.

Relevant legislation may include:	consumer law credit procedures OHS.