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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Develop food product and service knowledge.
   • Identify and access sources of information on organisational food products and services, and relevant handling and storage requirements.
   • Interpret information about availability and features of food products and services.
   • Share information with team members as required.
   • Identify and use opportunities to update knowledge for the food product and service range.
2. Respond to customer requests.
   • Answer customer questions about food products and services with current and accurate information.
   • Use questions to clarify customer information needs.
   • Explain product and service details using clear communication.
   • Source additional information when answer to customer request is unknown or refer to relevant colleagues.
3. Enhance information provided.
   • Identify situations where additional information may assist the customer.
   • Advise on alternative products or services that may meet customer needs when requested item is not available
   • Recommend complementary products, specials, new lines and seasonal promotions to customers.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information on four different food products or services

respond to four different customer inquiries for food product or service information that individually or cumulatively require provision of information on all of the following:

features and benefits

price

nutritional value

label interpretation

handling and storage for perishable items

alternative products or services

complementary products or services.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this:

organisational policies and procedures for:

interactions with customers

product or service pricing

product service quality (from suppliers and to customers)

basic key aspects of legislation that impact provision of information and sale of the food product or service range:

Australian Consumer Law

food safety legislation

organisational food safety program as it relates to the provision of information and sale of food products

interpersonal communication techniques:

active listening and questioning

communication methods which convey information clearly and concisely

different types and forms of food products and their features

different types of food services offered in a retail context, and their features

product and service information for the food product and service range:

availability

characteristics and benefits, including basic nutritional information

origins

seasonality of fresh produce

shelf-life and use-by date

food product labelling and how to interpret

price

handling and storage requirements for perishable items

alternative products and services

complementary products and services.

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