This section describes the essential skills and knowledge and their level required for this unit

Required skills

interpersonal skills to

convey product knowledge to staff

apply knowledge to provide advice to customers

handle difficult customers through clear and direct communication

ask questions to identify and confirm requirements

share information

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

literacy skills in regard to

use a range of communication and electronic equipment

access relevant product and service information

interpret product information

interpret store policies and procedures

record information

numeracy skills to

estimate and calculate costs relevant to pricing products

Required knowledge

specialised product knowledge including

warranties

benefits and features

shelf life and useby date

shelf life and useby date

storage requirements

ingredients or materials contained in product

product and ingredient origins

care and handling of products

corresponding or complementary products and services

stock availability

store and industry manuals and documentation

stock and merchandise range

service range

store policies and procedures including

procedures for taking orders

pricing procedures including GST requirements

relevant legislation and statutory requirements and industry code of practice relating to the retail industry

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

consistently applies store policies and procedures and industry codes of practice in regard to customer service and selling products and services

develops maintains and conveys product knowledge to customers and other staff

applies detailed and specialised product knowledge to provide accurate advice according to the needs of the customer

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

a range of stock and merchandise

relevant documentation such as

price lists

policy and procedures manuals

a range of customers with different requirements

a range of communication equipment

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

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Product knowledge may include:

Product knowledge may be developed and maintained by:

Store policy and procedures in regard to:

Legislative requirements may include:

Staff may include:

Customer requirements may include:

Customers may include:

Pricing structure may include: