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

interpersonal communication skills to

develop and apply product knowledge by providing advice to customers and staff

promote products and advise on health and nutritional services through clear and direct communication

ask questions to identify and confirm requirements use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

handling customers with special needs including difficult customers

organising and providing health and nutritional services to customers

handling customers with special dietary needs

literacy skills in the following areas

reading and interpreting product labels

reading and understanding store policy and procedures

scheduling appointments where required

numeracy skills in relation to pricing estimating and weighing products

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to

sales and customer service

methods of dealing with special needs and requests of customers

customer complaints

store health and nutritional product and service range including new lines and seasonal promotions

indications and contraindications of health and nutritional products

relevant industry codes of practice including

advertising Therapeutic Goods Administration

stock procurement and stock dispensing

Complementary Healthcare Council of Australia CHC guidelines

relevant legislation and statutory requirements

Trade Practices and Fair Trading Acts

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

consistently applies store policy and procedures that comply with consumer law and legislative requirements regarding the selling of health and nutritional products and services

continually updates and applies product knowledge in regard to current store health products and services to provide comprehensive advice to customers and staff

consistently advises customers and informs sales team members of major characteristics of store range of health products including product type purpose features and benefits price basic production methods and storage requirements

consistently advises customers on store health services available and schedules appointments with complementary therapists where applicable

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

relevant sources of product information

relevant documentation such as

store policy and procedures manuals

industry codes of practice and relevant legislation

an appropriate range of health and nutritional products and services

a range of customers with different requirements

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

a role play

customer feedback

written or verbal 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

Product knowledge may include:

Sources of information may include:

Comparisons between products may relate to:

Product range may include:

Customers may include:

Members of staff may include:

Legislative requirements may include:

Policy and procedures in regard to:

Complementary products may include: