Required skills

communication and interpersonal skills to

handle difficult customers

verbal and nonverbal communication skills to

verbal and nonverbal communication skills to:

question listen and observe

overcome objections and close sale

literacy and numeracy skills to

handle payments for goods

read product information

read store policies and procedures

record information

weigh and measure goods

selling skills to use a range of selling techniques

Required knowledge

customer types and needs including

customer behaviour and cues

customer buying motives

demographics lifestyle and income

individual and cultural differences

types of customer needs such as

functional

psychological

relevant industry codes of practice legislation and statutory requirements relating to the sale of products and services

selling techniques including

addons and complementary sales

closing techniques

opening techniques

overcoming customer objections

recognising buying signals

using strategies to focus customer on specific merchandise

specific product knowledge for area or section

store merchandise and service range

store policies and procedures in regard to

allocated duties and responsibilities

selling products and services and sales performance

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the 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

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

maximises sales opportunities according to store policies and procedures

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 real or simulated 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

Method 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

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:

Relevant sources of informationmay include:

Legislative requirementsmay include:

Customersmay include:

Routine customer questions may relate to:

Problem solving may be affected by:

Sales transactions may be completed: