Required skills

communication and interpersonal skills to

ask questions to identify and confirm requirements

give instructions

provide feedback coaching and performance analysis through clear and direct communication

share information

use and interpret nonverbal communication

use language and concepts appropriate to cultural differences

literacy and numeracy skills to

analyse store department and individual sales figures

process and record information

read store policy and procedures

Required knowledge

customer profiles

factors that enhance sales performance

location of store departments and importance of sales to store performance

pricing procedures including GST requirements

principles and techniques of interpersonal communication

relevant industry codes of practice

relevant legislation and statutory requirements including

work health and safety WHS requirements

sustainability requirements

stock control procedures

store and department sales targets

store merchandise and services

store policies and procedures in regard to

allocated duties and responsibilities

efficient use of resources

internal and external customer contact

selling products and services

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 store policies and procedures and industry codes of practice in regard to customer service and selling products and services

implements and monitors store policies and procedures in relation to sales transactions including noncash sales and variations to standard sales transactions

implements and monitors store policies and procedures in relation to sales transactions, including noncash sales and variations to standard sales transactions

provides information and coaching to sales team members to improve sales policy implementation

monitors and provides feedback to management and staff on sales performance in relation to sales targets and planning

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

relevant documentation such as

policy and procedures manuals

individual and department sales targets and results

reporting proforma

legislation and statutory requirements

a sales team

pointofsale equipment and materials

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

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

Store policy and procedures in regard to:

Relevant legislation may include:

Sellingmay include:

Sales transactions may include:

Teammay include:

Handling techniques may vary according to:

Customers may include:

Feedback to management and staff may include: