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

SIRRRPK009A Mapping and Delivery Guide
Recommend toddler and baby products

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency SIRRRPK009A - Recommend toddler and baby products
Description This unit describes the performance outcomes, skills and knowledge required to recommend and provide advice on toddler and baby 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 knowledge of the store toddler and baby product range to provide advice to customers and other sales staff with regard to quality, design, safety features, age suitability, durability, performance and price, along with advice on services available. 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 baby and toddler product range according to relevant product information.
  • Demonstrate accurate knowledge of age rating and restrictions for specific products.
       
Element: Recommend baby and toddler products.
  • Ascertain customer needs and requirements according to age of user and specific use of product.
  • Apply detailed product knowledge to provide accurate advice to customers and other staff on baby and toddler products.
  • Demonstrate features and benefits of baby and toddler products to customers to create a buying environment.
  • Explain maintenance and care requirements of product to customers according to store policy and legislative requirements.
  • Clearly explain safety features and safe usage of product to customers with emphasis on precautions with young children and babies.
       
Element: Advise on manufacturer warranties.
  • Clearly explain comparisons between product and manufacturer warranty terms and insurance policies to customer, where applicable.
  • Consult relevant sources of information to confirm and accurately convey individual product warranty terms, conditions, correct care instructions and insurance policies to customers, where applicable.
  • Supply customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures.
       
Element: Advise on product service and repairs.
  • Identify and accurately describe service and repair process to customer as required according to store or manufacturer policy.
  • Identify and accurately quote price and timelines for basic service and repairs to customer where applicable.
  • Transcribe customer details to repair form according to store procedures and legislative requirements.
  • Label and securely store item for repair according to store policy.
  • Check item to ensure service or repair process is performed to required standard prior to customer notification.
  • Notify customer without undue delay on completion of service or repair.
       


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:

consistently applies store policy and procedures, legislative requirements and industry codes of practice in regard to sales and customer service procedures

updates and applies product knowledge to provide comprehensive advice to customers and staff, including technical information and advice on warranties and insurance policies where applicable

consistently advises customers and informs sales team members of design and safety features, age suitability and rating, and performance characteristics of store range of products

consistently advises on stock availability, warranties and price and payment options, and negotiates and arranges product service and repairs according to store policy and procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant sources of product information

relevant documentation, such as:

store policy and procedures manuals

industry codes of practice and relevant legislation

product outlines

an appropriate range of toddler and baby products

a range of customers with different requirements.

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

literacy skills to read and understand:

product information

product warranties and guarantees

store policy and procedures

safety requirements

care and maintenance requirements

numeracy skills to understand age and safety ratings.

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 baby and toddler product range, including:

safety features and application of products

age ratings and restrictions for specific products

range of service and repair capabilities

relevant legislation and statutory requirements

relevant industry codes of practice

relevant OHS legislation and codes of practice.

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:

brand options

quality

price

safety features

age suitability and rating

classification

performance

durability

materials

type

warranties.

Relevant sources of information may include:

manufacturer and supplier product catalogues and leaflets

store product manuals

TV promotions and shows

trade fairs

warranty information

customer feedback

consulting store information

internet

designated staff members

contacting suppliers direct.

Product range may include:

furniture, including bassinettes and cots

baby carriers, prams, strollers, pushers,

child restraints

clothing

accessories and toys

second-hand goods.

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:

consumer law

environmental law

OHS

welfare law specific to local government, federal and state or territory legislation

sale of second-hand goods

industry codes of practice

Trade Practices and Fair Trading Acts

pricing procedures, including GST requirements.

Comparisons between product and manufacturer warranty terms and insurance policies may relate to:

features

benefits

limitations

duration

price, where applicable.

Store policy and procedures with regard to:

selling toddlers and baby products

interacting with customers

processing items for service and repair.

Service range may include:

product service and repairs

insurance facilities.

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 baby and toddler product range according to relevant product information. 
Demonstrate accurate knowledge of age rating and restrictions for specific products. 
Ascertain customer needs and requirements according to age of user and specific use of product. 
Apply detailed product knowledge to provide accurate advice to customers and other staff on baby and toddler products. 
Demonstrate features and benefits of baby and toddler products to customers to create a buying environment. 
Explain maintenance and care requirements of product to customers according to store policy and legislative requirements. 
Clearly explain safety features and safe usage of product to customers with emphasis on precautions with young children and babies. 
Clearly explain comparisons between product and manufacturer warranty terms and insurance policies to customer, where applicable. 
Consult relevant sources of information to confirm and accurately convey individual product warranty terms, conditions, correct care instructions and insurance policies to customers, where applicable. 
Supply customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures. 
Identify and accurately describe service and repair process to customer as required according to store or manufacturer policy. 
Identify and accurately quote price and timelines for basic service and repairs to customer where applicable. 
Transcribe customer details to repair form according to store procedures and legislative requirements. 
Label and securely store item for repair according to store policy. 
Check item to ensure service or repair process is performed to required standard prior to customer notification. 
Notify customer without undue delay on completion of service or repair. 

Forms

Assessment Cover Sheet

SIRRRPK009A - Recommend toddler and baby products
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

SIRRRPK009A - Recommend toddler and baby products

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: