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

provide feedback coaching and performance analysis through clear and direct communication

ask questions to identify and confirm requirements

share information

give instructions

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

literacy skills in regard to

reading and understanding store policy and procedures

processing recording and documenting information

numerical skills in regard to

analysis of store department and individual sales figures

The following knowledge must be assessed as part of this unit

store policies and procedures in regard to

external and internal customer contact

selling products and services

allocated duties and responsibilities

store merchandise and services

customer profile

location of store departments and importance of sales to store performance

store and department sales targets

factors that enhance sales performance

stock control procedures

relevant legislation and statutory requirements

relevant industry codes of practice

relevant OHS requirements

pricing procedures including GST requirements

principles and techniques of interpersonal communication

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

implements and monitors store policies and procedures in relation to sales transactions including noncash sales and variations to standard sales transactions

monitors and provides feedback to management and staff on sales performance in relation to sales targets and planning

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

relevant documentation such as

policy and procedures manuals

individual and department sales targets and results

reporting proformas

legislation and statutory requirements

a sales team

pointofsale equipment and materials

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

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:

Relevant legislation may include:

Selling may include:

Sales transactions may include:

Team may include:

Handling techniques may vary according to:

Customers may include:

Feedback to management and staff may include: