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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included. |
Customersmay include: | a single customer, couples, families or groupscustomers with routine or special requestsinternal and external contactsnew or repeat contactspeople from a range of social, cultural and ethnic backgroundspeople with varying physical and mental abilities. |
Clarification of customer requirements may be achieved by: | active listeningappropriate questioningempathyobservationreassurance and confirmation. |
Outcomesmay include: | credibility of storecustomer commitmentcustomers’ trustincreased return customer base. |
Maintaining professional ethics with the customer may include: | confirmed appraisals of products and serviceshonestypositive statements. |
Customer needs and preferences may include: | brandcustomer physical needspriceproduct characteristicsproduct typesize. |
Sales techniques will include: | add-on and complementary products and servicesselling up or downsuggestive sellingvariety of methods of closing sales. |
Legislative requirements may include: | environmental protection legislationhealth and welfare law specific to local government, state and federal legislationliquor lawsWHSpricing procedures, including GST requirementsprivacy lawssale of second-hand goodstobacco lawsAustralian Consumer Law and fair trading Actstransport, storage and handling of goods. |
Store policy and procedures in regard to: | dealing with difficult customersmaintaining and using client recordspromotional, marketing, discounting and reward programsresolving customer complaintsselling products and services. |
Backup service may include: | delivery specificationsfinancial products and servicesinstallationreturns policiestechnical supportwarranties and guarantees. |
Customer database may be: | computer-basedmanual. |
Product characteristicsmay include: | features and benefitsprice rangesupplier or manufacturer informationtarget group. |
Promotional materials may include: | brochuresbusiness cardspamphletsposterspromotional merchandisevouchers. |
Sales presentations may be: | at client sitein-houseverbalvisual. |
Customer records may include: | anniversaries and special datesdetails of items bought or returnedname and contact detailspersonal preferencestransaction records. |
Customer loyalty schemes may include: | credit or discount facilitiescustomer clubscustomer reward schemesspecial offers. |