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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

Required Skills

Evidence Required

The following components of the evidence guide relate directly to the performance criteria and the range of variables for the unit of competency and provide guidance for assessment of the unit in the workplace andor training program

Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate

Continually updates and applies product knowledge to provide comprehensive advice to customers and staff

Consistently applies store policies and procedures and industry codes of practice in regard to salescustomer service procedures

Advises customers and informs sales team members of store product range including the names and appearance of jewels and gemstones precious and non precious metals and a range of watches

Applies store security procedures with regard to the handling and protection of stock

Advises on arranges for and performs store jewellery services internal and external including repairs in accordance with store policy and procedures

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace to transfer to other contexts and deal with unplanned events The requirements for this unit of competency are listed below

Store policies and procedures in regard to

salescustomer service

methods of dealing with special needsrequests of customers

customer complaints

store product handling display and security including showing stock locking counters and windows storage of goods

store jewellerywatch repair services

ear piercing processes if applicable

Store jewellery product range including

basic recognition of jewels and gemstones their names quality storage and care requirements

identification of common metals used in jewellery and their names type metal carat content and stamping

comparisons between watch styles and brands including their compliancenoncompliance with regard to water resistance standard

Productmanufacturers warranty terms and conditions

Relevant legislation and statutory requirements

Relevant industry codes of practice including Jewellery and Timepieces Industry Code

Relevant occupational health and safety legislationregulationscodes of practice

Interpersonal communication skills

Handling customers with special needs including difficult or abusive customers

Methods for performing jewellerywatchwatch band repairs

Anatomy of the ear and techniques for ear piercing in accordance with store policy and legal requirements if applicable

Literacy skills in the following areas

reading and understanding product information

reading and understanding product warranties and guarantees

reading and understanding store policies and procedures

Numeracy skills in

calculating and quoting repairservice prices

understanding and applying gemstone qualityvalue

Generic Process Skills

There are a number of processes that are learnt throughout work and life which are required in all jobs They are fundamental processes and generally transferable to other work functions Some of these are covered by the key competencies although others may be added The questions below highlight how these processes are applied in this unit of competency Following each question a number indicates the level to which the key competency needs to be demonstrated where not required perform the process perform and administer the process and perform administer and design the process

How can communication of ideas and information be applied

Information on products and services needs to be communicated to customers and staff

How can information be collected analysed and organised

Accessing product knowledge requires information to be collected analysed and organised

How are activities planned and organised

Establishing and performing required services and repairs requires activities to be planned and organised

How can team work be applied

Maintaining store security will require team work

How can the use of mathematical ideas and techniques be applied

Calculating and quoting on service and repairs requires the use of mathematical ideas and techniques

How can problem solving skills be applied

Establishing correct service or repair for product requires problem solving skills

How can the use of technology be applied

The use of security systems and alarms requires the use of technology

Context of Assessment

Assessment Process

For valid and reliable assessment of this unit evidence should be gathered through a range of methods to indicate consistent performance

It can be gathered from assessment of the unit of competency alone through an integrated assessment activity or through a combination of both

Evidence should be gathered as part of the learning process

Integrated Competency Assessment

Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit or a cluster of units of competency

The candidate will be required to

Apply knowledge and skills which underpin the process required to demonstrate competence including appropriate key competencies

Integrate knowledge and skills critical to demonstrating competence in this unit

Unit WRRSSB can be assessed with other units which make up a particular job function

Evidence Gathering Methods

Evidence should include products processes and procedures from the workplace context Evidence might include

Observation of the person in the workplace

Third party reports from a supervisor

Customer feedback

Answers to questions about specific skills and knowledge

Resources Required

A retail work environment

Relevant documentation such as

store policy and procedures manuals

industry codes of practice and relevant legislation

occupational health and safety legislationregulationscodes of practice

Access to an appropriate range of jewellery products

Access to a range of customers with different requirements

Jewellerywatch repair tools and techniques

Access to appropriate equipment to perform other services such as ear piercing according to store policy and procedures

The following components of the evidence guide relate directly to the performance criteria and the range of variables for the unit of competency and provide guidance for assessment of the unit in the workplace andor training program

Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate

Continually updates and applies product knowledge to provide comprehensive advice to customers and staff

Consistently applies store policies and procedures and industry codes of practice in regard to salescustomer service procedures

Advises customers and informs sales team members of store product range including the names and appearance of jewels and gemstones precious and non precious metals and a range of watches

Applies store security procedures with regard to the handling and protection of stock

Advises on arranges for and performs store jewellery services internal and external including repairs in accordance with store policy and procedures

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace to transfer to other contexts and deal with unplanned events The requirements for this unit of competency are listed below

Store policies and procedures in regard to

salescustomer service

methods of dealing with special needsrequests of customers

customer complaints

store product handling display and security including showing stock locking counters and windows storage of goods

store jewellerywatch repair services

ear piercing processes if applicable

Store jewellery product range including

basic recognition of jewels and gemstones their names quality storage and care requirements

identification of common metals used in jewellery and their names type metal carat content and stamping

comparisons between watch styles and brands including their compliancenoncompliance with regard to water resistance standard

Productmanufacturers warranty terms and conditions

Relevant legislation and statutory requirements

Relevant industry codes of practice including Jewellery and Timepieces Industry Code

Relevant occupational health and safety legislationregulationscodes of practice

Interpersonal communication skills

Handling customers with special needs including difficult or abusive customers

Methods for performing jewellerywatchwatch band repairs

Anatomy of the ear and techniques for ear piercing in accordance with store policy and legal requirements if applicable

Literacy skills in the following areas

reading and understanding product information

reading and understanding product warranties and guarantees

reading and understanding store policies and procedures

Numeracy skills in

calculating and quoting repairservice prices

understanding and applying gemstone qualityvalue

Generic Process Skills

There are a number of processes that are learnt throughout work and life which are required in all jobs They are fundamental processes and generally transferable to other work functions Some of these are covered by the key competencies although others may be added The questions below highlight how these processes are applied in this unit of competency Following each question a number indicates the level to which the key competency needs to be demonstrated where not required perform the process perform and administer the process and perform administer and design the process

How can communication of ideas and information be applied

Information on products and services needs to be communicated to customers and staff

How can information be collected analysed and organised

Accessing product knowledge requires information to be collected analysed and organised

How are activities planned and organised

Establishing and performing required services and repairs requires activities to be planned and organised

How can team work be applied

Maintaining store security will require team work

How can the use of mathematical ideas and techniques be applied

Calculating and quoting on service and repairs requires the use of mathematical ideas and techniques

How can problem solving skills be applied

Establishing correct service or repair for product requires problem solving skills

How can the use of technology be applied

The use of security systems and alarms requires the use of technology

Context of Assessment

Assessment Process

For valid and reliable assessment of this unit evidence should be gathered through a range of methods to indicate consistent performance

It can be gathered from assessment of the unit of competency alone through an integrated assessment activity or through a combination of both

Evidence should be gathered as part of the learning process

Integrated Competency Assessment

Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit or a cluster of units of competency

The candidate will be required to

Apply knowledge and skills which underpin the process required to demonstrate competence including appropriate key competencies

Integrate knowledge and skills critical to demonstrating competence in this unit

Unit WRRSSB can be assessed with other units which make up a particular job function

Evidence Gathering Methods

Evidence should include products processes and procedures from the workplace context Evidence might include

Observation of the person in the workplace

Third party reports from a supervisor

Customer feedback

Answers to questions about specific skills and knowledge

Resources Required

A retail work environment

Relevant documentation such as

store policy and procedures manuals

industry codes of practice and relevant legislation

occupational health and safety legislationregulationscodes of practice

Access to an appropriate range of jewellery products

Access to a range of customers with different requirements

Jewellerywatch repair tools and techniques

Access to appropriate equipment to perform other services such as ear piercing according to store policy and procedures

Range Statement

The Range of Variables provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to:

Store policy and procedures in regard to:

selling jewellery products and services

security of stock

Store merchandise range may include:

Jewellery may include:

Gemstones may include:

precious or semi-precious

organic or synthetics

Watches may include:

battery operated

water resistant

Store service range may include:

jewellery repairs and cleaning

jewellery resizing

jewellery removal

watch cleaning and repairs

performed on or off the premises

Product information may include:

manufacturing process

composition of base products/ materials

design features

storage and care requirements

wearing capacity

metal carat content

complementary or add on products

water resistance of various watches

Relevant sources of information may include:

store or suppliers product manuals

product leaflets

sales representatives

technical/design staff

customer feedback

store warranty information

product warranty manuals

designated staff members

contacting suppliers direct

Manufacturing process may include:

soldering process

metal carat content (stamping)

Legislative requirements may include:

occupational health and safety

Trade Practices and Fair Trading Acts

industry codes of practice

health and hygiene

sale of second hand goods

Customers may include:

those with routine or special requests

regular and new customers

people from a range of social, cultural or ethnic backgrounds and physical and mental abilities

The Range of Variables provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to:

Store policy and procedures in regard to:

selling jewellery products and services

security of stock

Store merchandise range may include:

Jewellery may include:

Gemstones may include:

precious or semi-precious

organic or synthetics

Watches may include:

battery operated

water resistant

Store service range may include:

jewellery repairs and cleaning

jewellery resizing

jewellery removal

watch cleaning and repairs

performed on or off the premises

Product information may include:

manufacturing process

composition of base products/ materials

design features

storage and care requirements

wearing capacity

metal carat content

complementary or add on products

water resistance of various watches

Relevant sources of information may include:

store or suppliers product manuals

product leaflets

sales representatives

technical/design staff

customer feedback

store warranty information

product warranty manuals

designated staff members

contacting suppliers direct

Manufacturing process may include:

soldering process

metal carat content (stamping)

Legislative requirements may include:

occupational health and safety

Trade Practices and Fair Trading Acts

industry codes of practice

health and hygiene

sale of second hand goods

Customers may include:

those with routine or special requests

regular and new customers

people from a range of social, cultural or ethnic backgrounds and physical and mental abilities