Required skills

communication and interpersonal skills to

ask questions to identify and confirm requirements

communicate with staff through clear and direct communication

negotiate with suppliers and customers

present information

share information

use and interpret nonverbal communication

use language and concepts appropriate to cultural differences

literacy and numeracy skills to

calculate costs and pricing arrangements

document results

estimate volume

interpret and maintain data

prepare reports

research analyse and interpret a broad range of written material

technical skills to use new technology

Required knowledge

customer demand and market trends

principles and techniques for

interpersonal communication

purchasing and supply specifications

stock control

product quality standards

range and availability of new products and services especially those with enhanced sustainability features

relevant industry codes of practice applicable to the sales environment

relevant legislation and statutory requirements including work health and safety WHS requirements applicable to the sales environment

store merchandise and service range

store merchandising plan

store policies and procedures in regard to

efficient and sustainable use of resources

pricing procedures including GST requirements

quality assurance and control

sales and service delivery

stock maintenance and control

supply specifications

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

maintains monitors and evaluates sales and service delivery

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

proactively improves sales and service delivery operations

interprets and maintains data on sales and services delivery

negotiates and arranges supply of goods according to store policy and procedures

authorises pricing and payment agreements according to store policy and procedures

maintains monitors and evaluates supply of stock

Context of and specific resources for assessment

Assessment must ensure access to

a retail work 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

WHS legislation and codes of practice

suppliers

a team

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

research report

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

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

Methods used to analyse customer needs may be:

Customer may include:

Staff may include:

Policies and procedures for sales and service deliverymay involve:

Resource may include:

Store policy and procedures in regard to:

Specifications may include:

Relevant personnel may include:

Feedback may be sought and given:

Factors that may cause disruption to operations may include:

Recordsmay be:

Techniques used to negotiatewith suppliers may include:

Arrangements with suppliers may relate to:

Sources of supply may include:

Problems with supply may involve:

Relevant legislation may include:

Recommendations may be communicated to: