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Elements and Performance Criteria

Required Skills

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

communicate with team including communication of performance targets

motivate team and conduct meetings 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

negotiate with team members and customers

presentation skills

literacy skills in regard to

researching analysing and interpreting a broad range of written material

preparing reports

documenting results

numeracy skills in regard to

interpreting and maintaining data

setting territory sales targets that link to sales marketing and strategic plans

estimating volume

monitoring budget and resource expenditure

leadership skills to

conduct sales team meetings effectively

plan and organise task completion for self and team

set and monitor team outcomes

The following knowledge must be assessed as part of this unit

business policies and procedures in regard to

sales and service delivery

interaction with customers and other team members

business merchandise and service range

business merchandising plan

range and availability of new products and services

customer demand and market trends

product quality standards

relevant legislation and statutory requirements

principles and techniques in interpersonal communication

modelling positive attitudes and behaviours

team formation techniques

leadership styles

training and mentoring team members

delegation and decision making

OHS aspects of job

Evidence Required

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

models and activates positive behaviours and attitudes in team leads by example

sets and communicates performance standards sales targets and individual performance requirements to team members

evaluates and amends leadership style to meet work team contingency and performance contexts

communicates sales and service targets and plans and provides feedback on operations and outcomes to relevant personnel in accordance with store policy

manages effective service coverage and sales targets for a customer group or territory

Context of and specific resources for assessment

Assessment must ensure access to

a sales workplace environment

relevant documentation such as

policy and procedures manuals

sales and service delivery targets and plans

records of sales and service

legislation and statutory requirements

industry codes of practice

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

Range Statement


The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Team members may include:	full-time, part-time, casual or contract staff people from a range of social, cultural and ethnic backgrounds people with varying degrees of language and literacy levels.

Team needs and requests may relate to resources such as:	people materials equipment and technology budget time.

Communication styles may include:	speaking and listening reading and writing body language facial expression using languages other than English including local community languages, Indigenous languages and visual languages such as sign language.

Sales reports may include information on:	competitor activities recalls product problems display disputes business customer requests end consumer complaints.

Sales and performance targets may include:	market share positioning with local businesses price quality volume of sales presentation or merchandising of products or services customer retention shift in sales demographics.

Sales and performance targets for a sales team may vary with:	brand type marketing campaigns product or service merchandising and sales strategy territory sales promotional strategies and their duration, cycle, territory coverage and product or service focus.

Equipment and resource requirements may include:	uniforms pay consumables transportation merchandising and promotional materials.

Meetings may be:	single location-, face to face multi-locational (e.g. videoconferencing or virtual means, internet) minuted or informal.

Business outcomes may include:	key performance indicators strategic objectives price market and sales indicators brand value quality standards and criteria performance benchmarks milestones.

Business values and culture may include:	organisational structure, including own position and role within the structure chain of command workplace policy and procedures organisational values mission statement workplace goals.

Business policy and procedures in regard to:	sale of products and services quality assurance and control interaction with customers interaction with other team members OHS.

Modelling business expectations and commitment through personal performance may involve:	job behaviours coaching observation and job shadowing demonstrations communication reflection and discussion.