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 and closing techniques

identifying buying signals

strategies to focus customer on specific merchandise

addons and complementary sales

overcoming customer objections

presentation skills

conflict resolution

verbal and nonverbal interpersonal communication

accessing relevant product information

literacy and numeracy skills in regard to

reading and understanding product information

reading and understanding store policies and procedures

recording client and sales information

calculating prices and discounts

The following knowledge must be assessed as part of this unit

store policies and procedures in regard to

establishing maintaining and utilising customer records

updating and maintaining customer mailing lists

methods of maintaining customer confidentiality and secure storage of customer details

pricing including GST requirements

price negotiation and payment and credit options

resolving customer complaints

store and area merchandise and service range

relevant legislation and statutory requirements

relevant industry codes of practice

OHS requirements such as

manual handling

plant and equipment

hazardous substances and dangerous goods

workers compensation

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

consistently applies store policies and procedures in regard to selling products and services dealing with customers planning and implementing sales presentations and providing after sales support

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

consistently develops customer commitment to store and builds return customer base by establishing rapport and relationship with customer maintaining professional ethics and accurately discerning customer buying motives and customer needs and requirements

consistently maximises sales opportunities by using effective selling techniques applying detailed product knowledge and using an appropriate sales approach to sell the benefits of products overcome objections and close sales

consistently and accurately applies detailed knowledge of manufacturer and supplier supply backup service and warranty information to enhance customer support

consistently uses effective questioning listening and observation skills to accurately determine customer requirements

consistently and effectively plans prepares and conducts sales presentations and briefs support staff where required to create a buying environment and maximise sales performance

consistently evaluates personal and or team sales performance to maximise future sales

consistently and accurately establishes records and maintains customer records and details maintains customer confidentiality ensures secure storage of data and uses customer records to maximise customer interest and create a buying atmosphere

consistently resolves customer complaints by acknowledging problems and supporting customer to produce positive outcomes and obtain mutually acceptable complaint resolution

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

policy and procedures manuals

industry codes of practice and relevant legislation

OHS legislation and codes of practice

a range of customers with different requirements

an appropriate range of products and equipment

a customer database system

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

written or verbal questioning to assess knowledge and understanding

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

Customers may include:

Customer needs and requirements may be clarified through:

Maintaining professional ethics with the customer may include:

Customer needs and preferences may include:

Sales techniques will include:

Legislative requirements may include:

Store policy and procedures in regard to:

Back-up service may include:

Customer database may be:

Product characteristics may include:

Promotional materials may include:

Sales presentations may be:

Customer records may include:

Customer loyalty schemes may include:

Difficult customers may include: