Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SIRRRPK008A Mapping and Delivery Guide
Recommend jewellery products and services

Version 1.0
Issue Date: September 2018


Qualification -
Unit of Competency SIRRRPK008A - Recommend jewellery products and services
Description This unit describes the performance outcomes, skills and knowledge required to recommend and provide advice on jewellery products and services to retail customers.
Employability Skills The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit involves the application of specialised product knowledge to provide accurate advice to customers and other sales staff on jewellery products and repairs, including watches, and semi-precious and precious metals, gemstones and jewels while protecting the security of store stock and customers' personal jewellery. Frontline service personnel are responsible for these functions.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Product Knowledge
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Research store product range.
  • Develop product knowledge by accessing relevant sources of information.
  • Identify store product range according to relevant product information.
  • Identify gemstones and jewels according to relevant product information.
  • Identify metals according to relevant product information.
  • Identify watches according to relevant product information.
       
Element: Recommend specialised jewellery products.
  • Identify customer lifestyle and needs.
  • Apply specialised product knowledge to accurately advise customers and other staff on jewellery products.
  • Demonstrate features and benefits of jewellery products to customers to create a buying environment.
  • Supply accurate statement of product to customer according to legislative requirements and the Jewellery and Timepieces Industry Code.
       
Element: Advise on jewellery product warranties.
  • Clearly explain comparisons between product and manufacturer warranty terms to customer.
  • Consult relevant sources of information to confirm and convey individual product warranty terms and conditions to customers.
  • Provide customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures.
       
Element: Protect stock.
  • Regularly clean and polish stock according to manufacturer care instructions and store procedures.
  • Handle stock with care to prevent damage or breakage according to store procedures.
  • Replace stock in designated location immediately after showing.
  • Ensure display units are locked at all times.
  • Show fine jewellery one item at time, and immediately replace in designated location according to store procedures.
  • Maintain vigilance in regard to stock observation according to store procedures.
  • Observe procedures for transfer of stock between safe and display units according to store security procedures.
  • Maintain confidentiality in regard to store security procedures at all times.
  • Open and close premises, including setting and de-arming alarms, according to store security procedures.
  • Maintain security of keys, safe combinations and alarm codes according to store security procedures.
       
Element: Advise on and arrange services and repairs.
  • Identify and accurately describe service or repair process to customer.
  • Identify and quote price and timelines for basic service and repairs to customer where applicable.
  • Identify customer requirements in regard to remaking or redesign of jewellery, and evaluate and convey alternatives to customer according to store policy.
  • Transcribe customer details to repair form according to store policy and legislative requirements.
  • Identify and accurately describe item for repair, including agreed value, according to store policy and legislative requirements.
  • Label and securely store item for repair according to store policy.
  • Perform watch, battery or band replacement as required without damage to product and according to store policy.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

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

consistently applies store policy and procedures and industry codes of practice in regard to sales and customer 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, according to store policy and procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant documentation, such as:

store policy and procedures manuals

industry codes of practice and relevant legislation

manufacturer warranties

an appropriate range of jewellery products

a range of customers with different requirements

appropriate tools and equipment to perform services, such as jewellery and repairing bands and replacing watch batteries according to store policy and procedures.

Methods 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 performance in the workplace

third-party reports from a supervisor

customer feedback

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpersonal communication skills to:

apply product knowledge by providing information and advice to customers and staff

make recommendations and advise on services through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

handling customers with special needs, including difficult or abusive customers

methods for performing jewellery, watch and watch band repairs

literacy skills in the following areas:

reading and understanding product information

reading and understanding product warranties and guarantees

reading and understanding store policy and procedures

numeracy skills in regard to:

calculating and quoting repair and service prices

understanding and applying gemstone quality and value.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

sales and customer service

methods of dealing with special needs and requests of customers

customer complaints

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

store jewellery and watch repair services

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 compliance or non-compliance with regard to water resistance standard

product and manufacturer warranty terms and conditions

relevant legislation and statutory requirements

relevant industry codes of practice, including Jewellery and Timepieces Industry Code.

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 in the performance criteria is detailed below.

Product knowledge may include:

gemstone, metal and watch identification

manufacturing process

origin

composition of base products and materials

carat weight

jewellery and watch handling and storage.

Relevant sources of information may include:

store or supplier product manuals

product leaflets

sales representatives

technical or design staff

internet

customer feedback

store warranty information

product warranty manuals

designated staff members

contacting suppliers direct.

Product range may include:

jewellery, including:

rings

necklaces

bracelets

chains

brooches

earrings

watches

clocks

silver plate

fine porcelain

glassware

giftware.

Product information may include:

manufacturing process

composition of base products and materials

quality

design features

price range

types and brands

suppliers

features

storage and care requirements

warranties

wearing capacity

metal content

metal carat content

stamping

complementary or add-on products

water resistance of various watches

name of stone

faceting

origin.

Gemstones and jewels may include:

precious or semi-precious

natural

organic or synthetic.

Metals may include:

precious or non-precious

plated.

Watches may include:

analogue

digital

battery operated

manual

automatic

wind-up

water resistant.

Customers may include:

those with routine or special requests

regular and new customers

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Other staff may include:

new or existing staff

people with varying levels of language and literacy

people from a range of cultural, social and ethnic backgrounds.

Legislative requirements may include:

OHS

consumer law

Trade Practices and Fair Trading Acts

industry codes of practice

sale of second-hand goods.

Comparisons between product and manufacturer warranty terms may relate to:

features

benefits

limitations

duration

warranty cost, where applicable.

Store policy and procedures in regard to:

selling jewellery products and services

processing items for service and repair

security of stock.

Designated location may include:

display unit

promotional display

secure storage.

Display units may include:

secured or unsecured units

counter displays

lit or rotating displays

cabinets

shelves

windows.

Store service range may include:

jewellery repairs and cleaning

jewellery resizing

jewellery remodelling

valuation

watch cleaning and repairs

performed on or off the premises.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Develop product knowledge by accessing relevant sources of information. 
Identify store product range according to relevant product information. 
Identify gemstones and jewels according to relevant product information. 
Identify metals according to relevant product information. 
Identify watches according to relevant product information. 
Identify customer lifestyle and needs. 
Apply specialised product knowledge to accurately advise customers and other staff on jewellery products. 
Demonstrate features and benefits of jewellery products to customers to create a buying environment. 
Supply accurate statement of product to customer according to legislative requirements and the Jewellery and Timepieces Industry Code. 
Clearly explain comparisons between product and manufacturer warranty terms to customer. 
Consult relevant sources of information to confirm and convey individual product warranty terms and conditions to customers. 
Provide customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures. 
Regularly clean and polish stock according to manufacturer care instructions and store procedures. 
Handle stock with care to prevent damage or breakage according to store procedures. 
Replace stock in designated location immediately after showing. 
Ensure display units are locked at all times. 
Show fine jewellery one item at time, and immediately replace in designated location according to store procedures. 
Maintain vigilance in regard to stock observation according to store procedures. 
Observe procedures for transfer of stock between safe and display units according to store security procedures. 
Maintain confidentiality in regard to store security procedures at all times. 
Open and close premises, including setting and de-arming alarms, according to store security procedures. 
Maintain security of keys, safe combinations and alarm codes according to store security procedures. 
Identify and accurately describe service or repair process to customer. 
Identify and quote price and timelines for basic service and repairs to customer where applicable. 
Identify customer requirements in regard to remaking or redesign of jewellery, and evaluate and convey alternatives to customer according to store policy. 
Transcribe customer details to repair form according to store policy and legislative requirements. 
Identify and accurately describe item for repair, including agreed value, according to store policy and legislative requirements. 
Label and securely store item for repair according to store policy. 
Perform watch, battery or band replacement as required without damage to product and according to store policy. 

Forms

Assessment Cover Sheet

SIRRRPK008A - Recommend jewellery products and services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

SIRRRPK008A - Recommend jewellery products and services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: