- SIRRRPK010A - Recommend home and home improvement products and services
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRRRPK010A Mapping and Delivery Guide
Recommend home and home improvement products and services
Version 1.0
Issue Date: March 2024
Qualification | - |
Unit of Competency | SIRRRPK010A - Recommend home and home improvement products and services |
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Description | This unit describes the performance outcomes, skills and knowledge required to provide advice to customers to assist their buying decisions regarding home and home improvement products and services. | ||
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 home and home improvement product range to provide advice to customers and other sales team staff with regard to features and benefits, product availability and price, and 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. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Research store product range. |
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Element: Recommend home and home improvement products. |
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Element: Advise on product warranties. |
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Element: Estimate quantities and order product. |
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Element: Negotiate price and payment options. |
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Element: Advise on and arrange product service and repair. |
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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 other sales team members understands and applies available product information when providing advice to customers consistently applies store policy and procedures and industry codes of practice in regard to sales and customer service procedures advises customers and informs other sales team members on store home and home improvement products in the store merchandise range. Advises customers and other sales team members on store merchandise range warranties and store pricing and payment options. |
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 OHS legislation and codes of practice an appropriate range of home and home improvement 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 answers to questions about specific skills and knowledge 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, including advice on warranties and product service and repair 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 demonstrating product features and operation negotiation skills using and applying technology required to demonstrate operation of store product range literacy skills in the following areas: reading and understanding product information reading and understanding product warranties and guarantees numeracy skills in regard to: advising and negotiating price and payment options measuring and estimating accurately metric and imperial measuring scales techniques and procedures for measuring surface areas estimating from architects or builders plans. |
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 pricing and payment and warranty terms and conditions store product service and repair policy and procedures store home and home improvement product range design and technical information and features and function and operation of store product range quality, energy efficiency and environmental considerations of products pricing procedures, including GST requirements relevant industry 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: | function brand and product options warranties quality accessories component parts storage and operation design features style available colour range manufacturing process price partner or complementary products country of manufacture energy efficiency safety features, including flammability environmental considerations materials and fibre types construction of products care and maintenance requirements stain and dirt resistance product performance colour fastness, colour fading properties availability. |
Relevant sources of information may include: | supplier product leaflets store product manuals energy rating information warranty information internet trade shows customer feedback consulting store information designated staff members contacting suppliers direct. |
Store product range may include: | home and home improvement products furniture products floor covering products and services kitchen and bathroom renovation products hardware products home gardening products soft furnishings manchester haberdashery. |
Customer requirements may include: | usage requirements lifestyle price range. |
Features and benefits of products may include: | product type product performance features product durability function warranties quality design aspects of colour and texture feel thickness and weight of furnishing fabrics acoustic and thermal insulation properties of materials manufacturing process price country of manufacture energy efficiency environmental considerations. |
Customers may include: | new and existing customers people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities customers with routine or special needs. |
Estimatingarea and product quantities may include: | using measuring tools using a calculator estimating from builders' and architects' plans on-site measuring estimating based on measurements provided by customer making allowances for pattern matching estimating linear or volume-based quantities. |
Store policy and procedures may include: | policy and procedures relating to sales, payment and credit options, store reward schemes and customer service. |
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 |
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Develop product knowledge by accessing relevant sources of information. | |||
Identify storeproductrange according to relevant product information. | |||
Identify relevant products to meet expressed customer requirements to assist their buying decisions. | |||
Demonstrate features and benefits of products to customers to create a buying environment. | |||
Convey technical features and benefits as outlined in manufacturer specifications. | |||
Clearly explain comparisons between product and manufacturer warranty terms to customers. | |||
Confirm individual product warranty terms and by accessing relevant sources of information and accurately conveying to customers. | |||
Provide customers with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures. | |||
Estimatearea and product quantities, where required, based on manufacturer specifications, plan provided or customer needs. | |||
Arrange for area measurement where indicated by product type and according to store procedures. | |||
Calculate cost to customers and prepare quotes according to store policy and procedures. | |||
Order product and arrange customer pick-up and delivery or installation where required. | |||
Provide customers with accurate information regarding product availability, delivery and installation procedures as required, including date and time of delivery. | |||
Notify customers promptly of any undue delays regarding completion, supply or installation of products. | |||
Convey store recommended retail pricing for various brand options accurately conveyed to customers according to legislative requirements. | |||
Negotiate individual product prices according to store policy where necessary to achieve sales. | |||
Convey store payment options to customers and negotiate preferred option following store procedures. | |||
Diagnose problem in terms of operator and equipment faults by observation, customer questioning and accessing manufacturer information. | |||
Offer solutions according to nature of problem, available product information and store policy. | |||
Identify and accurately describe service and repair process to customers, as required, according to store policy. | |||
Prepare and supply quotations and timelines to customers for basic service and repairs. | |||
Identify and accurately transcribe customer details to repair form according to store procedures. | |||
Label and securely store items for repair according to store policy. | |||
Notify customers without undue delay on completion of service and repair. |
Forms
Assessment Cover Sheet
SIRRRPK010A - Recommend home and home improvement 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:
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Date:
Assessment Record Sheet
SIRRRPK010A - Recommend home and home improvement 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: