Required skills

communication and interpersonal skills to

ask questions to identify and confirm requirements

convey knowledge of store technology system to other staff members

provide assistance to staff through clear and direct communication

refer problems to appropriate personnel

share information

use and interpret nonverbal communication

use language and concepts appropriate to cultural differences

literacy and numeracy skills to process and record information

technology skills to

apply and use hardware and software

use store technology information systems

Required knowledge

manufacturer specifications in regard to operation of hardware and software

problemsolving techniques

relevant industry codes of practice

relevant legislation and statutory requirements including

consumer law

credit procedures

software licensing specifications

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

efficient and sustainable use of resources

work health and safety WHS and ergonomic requirements

operation of equipment

solutions to problems and breakdowns

use and maintenance of hardware and software systems

store products and services range including pricing structure

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

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

resolving system faults

using and applying store credit and EFTPOS

reviewing and entering information on store system

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

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated retail 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

WHS requirements

industry codes of practice

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

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

Information technology system used may be:

Staff members may be:

Store policy and procedures in regard to:

Hardwaremay include:

Software may include:

Application and uses may include:

Information may include:

Back-up procedures may include:

Faults may include:

Problem-solving techniques may include:

Relevant personnel may include:

Relevant legislation may include: