Required skills

communication and interpersonal skills to resolve conflict

literacy and numeracy skills to

access and read relevant product information

calculate prices and discounts

read store policies and procedures

record client and sales information

sales skills to apply selling techniques including

addons and complementary sales

identifying buying signals

opening and closing techniques

overcoming customer objections

presenting product information

promoting enhanced sustainability features of selected products and services

using strategies to focus customer on specific merchandise

Required knowledge

customer types and needs including

customer buying motives customer behaviour and cues

functional and psychological needs

individual and cultural differences demographics lifestyle and income

work health and safety WHS requirements relating to

manual handling

plant and equipment

hazardous substances and dangerous goods

workers compensation

relevant industry codes of practice legislation and statutory requirements relating to building relationships with clients

store policies and procedures in regard to

efficient use of resources

establishing maintaining and using customer records

methods of maintaining customer confidentiality and secure storage of customer details

price negotiation and payment and credit options

pricing including GST requirements

resolving customer complaints

updating and maintaining customer mailing lists

store and area merchandise and service range

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

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

detailed knowledge of manufacturer and supplier supply, backup service and warranty information to enhance customer support

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

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

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

establishes records and maintains customer records and details maintaining customer confidentiality ensuring secure storage of data and using customer records to maximise customer interest and create a buying atmosphere

evaluates personal or team sales performance to maximise future sales

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

plans prepares and conducts sales presentations and briefs

supports staff where required to create a buying environment and maximise sales performance

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

uses effective questioning listening and observation skills to determine customer requirements

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

WHS legislation and codes of practice

a range of customers with different requirements

an appropriate range of products and equipment

a customer database system

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

written or verbal questioning to assess knowledge and understanding

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

Customersmay include:

Clarification of customer requirements may be achieved by:

Outcomesmay include:

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:

Backup service may include:

Customer database may be:

Product characteristicsmay include:

Promotional materials may include:

Sales presentations may be:

Customer records may include:

Customer loyalty schemes may include: