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

selling techniques including

opening techniques

recognising buying signals

strategies to focus customer on specific merchandise

addons and complementary sales

overcoming customer objections

closing techniques

verbal and nonverbal communication skills

handling difficult customers

negotiation skills

sales performance appreciation

questioning listening and observation

literacy skills in regard to

reading and understanding product information

reading and understanding store policies and procedures

recording information

numeracy skills in regard to

handling payment for goods

weighing and measuring goods

The following knowledge must be assessed as part of this unit

store policies and procedures in regard to

selling products and services

allocated duties and responsibilities

store merchandise and service range

specific product knowledge for area or section

relevant legislation and statutory requirements

relevant industry codes of practice

customer types and needs including

customer buying motives

customer behaviour and cues

individual and cultural differences

demographics lifestyle and income

types of customer needs eg functional psychological

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 Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

applies product knowledge and uses appropriate sales approach to sell the benefits of products and services overcome objections and close sales

uses questioning listening and observation skills to determine customer requirements

consistently applies store policies and procedures in regard to selling products and services

maximises sales opportunities according to store policies and procedures

consistently applies industry codes of practice relevant legislation and statutory requirements in regard to selling products and services

evaluates personal sales performance to maximise future sales

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

relevant documentation such as policy and procedures manuals

a range of customers with different requirements

a range of merchandise and products appropriate to the retail workplace

product labels and sources of product information

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 the candidate in the workplace

thirdparty reports from a supervisor

customer feedback

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

Store policy and procedures in regard to:

Legislative requirements may include:

Product knowledge may include:

Relevant sources of information may include:

Customers may include:

Sales transactions may be completed:

Routine customer questions may relate to:

Problem solving may be affected by: