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Elements and Performance Criteria

Review external operating environment.
Identify and evaluate competitors.
Assess internal strengths.
- Evaluate opportunities for new and existing products and services in response to internal strengths and external factors.
- Evaluate merchandise or service delivery using accurate, current information.
Forecast trends and developments.
Recommend and implement improvements.
- Recommend and implement improvements based on forecasts.
- Develop and implement strategies to maximise future business, customer service and profit.
Respond to change.
- Identify changes in internal operating environment accurately and promptly.
- Develop and implement policy and procedures to effectively respond to changes in internal and external operating environment without undue delay.
Communicate internally and externally.

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

public speaking and group presentation

qualitative and quantitative analysis

evaluation of information

using and applying technology

literacy and numeracy skills in regard to preparation analysis evaluation summary and reporting of forecasts trends and recommendations and business correspondence

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to

information on internal and external operating environment

review of internal and external operating environment

interpersonal communication

personal presentation

business correspondence

social cultural environment

characteristics of customers

market for store products and services

pricing policies and procedures

sources of supply of products and services

existing and new technology

principles and techniques in change management

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

identifies and analyses information about features of the operating environment that now or in the future will affect store retail operations

identifies and implements changes to maximise future business customer service and profit

develops and implements strategies to implement changes

produces written communications to convey key points that are clear concise and in line with store policy

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

relevant documentation such as

store policy on communication

legislation and statutory requirements

products and services

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

written or verbal questioning to assess knowledge and understanding

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.

External operating environment may include:	markets, such as advertising and marketing targets, customers, local culture and environment competitors, for example, product and service range, pricing policies, marketing policies new or existing products and services, suppliers, technology government and legislative bodies affecting employment conditions, staff, trade practices, consumer law and OHS.

Relevant sources of information may include:	contacts with others inside or outside the store customers staff publications business journals newspapers conferences and courses internet statistics observation market research.

Store policy and procedures in regard to:	information and review of internal and external operating environment modes of communication and reporting.

Research, analysis and forecasting techniques may include:	written or verbal data surveys formal or informal meetings quantitative and qualitative data management of information technology systems.

Internal operating environment may include:	operating climate and culture existing merchandise and service range possible future merchandise and service range possible future retail technology systems problems in sales and service delivery customers staff management management information systems.

Communications may include:	internal or external contacts personal, face-to-face, or electronic media written correspondence memorandums routine or specialist reports.