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

SIRRRPK011A Mapping and Delivery Guide
Recommend books or newsagency services

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SIRRRPK011A - Recommend books or newsagency services
Description This unit describes the performance outcomes, skills and knowledge required to provide advice to customers to assist their buying decisions in relation to books, newspapers, magazines, reader services, newspaper deliveries and related 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 book or newsagency product range to provide advice to customers and other sales team staff with regard to types of publications in the store range, frequency and availability of publications, marketing tie-ins, price and ancillary products and services offered by the store. 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 book and newsagency products.
  • Develop product knowledge by accessing relevant sources of information.
  • Demonstrate accurate knowledge of the location of books, newspapers and other products in the store product and service range.
  • Operate store inventory system to accurately locate and manage stock.
  • Demonstrate accurate knowledge of store procedures for book and newspaper recall and stock withdrawal from public sale at specified times.
  • Develop knowledge of store procedures relating to compliance with legislative requirements pertaining to the sale of books, newspapers and magazines.
       
Element: Recommend book and newsagency products.
  • Identify customer needs through questioning and active listening.
  • Identify and locate products according to customer requirements and use product information to create a buying environment.
  • Apply product knowledge to assist customer buying decisions.
       
Element: Advise on and arrange reader and newsagency services.
  • Negotiate and confirm newspaper home delivery arrangements with customers when included in store and service product range.
  • Record book, newspaper and magazine reservations and organise supply according to store procedures to meet customer requests.
  • Process lottery tickets, entries, and prizes and issue according to local lottery rules and procedures when included in store service and product range.
       
Element: Process returns to publishers.
  • Batch out-of-date books and newspapers and magazines for regular return to publishers according to store procedures and publisher requirements.
  • Complete relevant publisher returns documentation in an accurate and timely manner according to store procedures.
       


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, including accessing information

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 of types and features of store range of books, newspapers and magazines, and other products and services, including editions, quality, content and age suitability

uses and applies the store inventory system to check stock levels, supplier lists, price lists, reserve books, record publisher returns data and accurately administer publisher returns

demonstrates correct negotiation and administration with regard to reader or newsagency services according to store policy and procedures, including home delivery and newspaper and magazine reservations.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail book or newsagency work environment

relevant sources of product information

relevant documentation, such as:

store policy and procedures manuals

relevant legislation and industry codes of practice

OHS legislation and codes of practice

an appropriate range of book or newsagency products and services

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

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

operating of store inventory and returns systems and locating store range of products

literacy skills in regard to reading product titles, blurbs and information

numeracy skills in regard to:

processing returns

handling money.

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

newsagency product recall and processing returns to publishers

types and features of store range of book or newsagency products

store range of reader and newsagency services, including book reservation, home delivery, lottery tickets and related services and procedures

basic operation of the newsagency industry

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

types of publications in the store range

authors

genre

age suitability

edition and forthcoming titles

associated productions, e.g. films

editions

frequency of publications

marketing tie-ins

price

availability

ancillary products and services offered by the store.

Relevant sources of information may include:

publisher and distributor brochures

sales posters

catalogues

internet

trade and association journals

bibliographical lists

store brochures

leaflets and newsletters

book reviews

blurbs on book covers

sales representatives

customer or other staff recommendations

designated staff members.

Store product and service range may include:

new books

second-hand books

book clubs

incentive schemes

local or overseas magazines.

local or overseas newspapers

stationery

office supplies

art materials

greeting cards and wrapping papers

film

cigarettes

sweets

home delivery

newspaper and magazine reservations

lottery or other services.

Inventory system may be manual or computerised and may include:

cataloguing systems

location of books in store

publisher lists

publisher returns

supplier lists

prices

stock availability and supply time.

Legislative requirements may include:

censorship and copyright legislation

consumer law

customs regulations

X and R rated licensing arrangements

sale of second-hand goods

GST

lottery licensing

Trade Practices and Fair Trading Acts

OHS

sale of cigarettes.

Customers may include:

people with routine or special requests

regular or new customers

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

Home delivery arrangements may be recorded:

manually

online.

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. 
Demonstrate accurate knowledge of the location of books, newspapers and other products in the store product and service range. 
Operate store inventory system to accurately locate and manage stock. 
Demonstrate accurate knowledge of store procedures for book and newspaper recall and stock withdrawal from public sale at specified times. 
Develop knowledge of store procedures relating to compliance with legislative requirements pertaining to the sale of books, newspapers and magazines. 
Identify customer needs through questioning and active listening. 
Identify and locate products according to customer requirements and use product information to create a buying environment. 
Apply product knowledge to assist customer buying decisions. 
Negotiate and confirm newspaper home delivery arrangements with customers when included in store and service product range. 
Record book, newspaper and magazine reservations and organise supply according to store procedures to meet customer requests. 
Process lottery tickets, entries, and prizes and issue according to local lottery rules and procedures when included in store service and product range. 
Batch out-of-date books and newspapers and magazines for regular return to publishers according to store procedures and publisher requirements. 
Complete relevant publisher returns documentation in an accurate and timely manner according to store procedures. 

Forms

Assessment Cover Sheet

SIRRRPK011A - Recommend books or newsagency 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

SIRRRPK011A - Recommend books or newsagency 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: