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

SIRXSLS001 Mapping and Delivery Guide
Sell to the retail customer

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRXSLS001 - Sell to the retail customer
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to deliver quality customer service and sell to retail customers. It requires the ability to determine customer needs, match products and services to their needs, and facilitate a sale. This unit applies to all retail sectors and business sizes from large format stores to small independents. It applies to retail personnel at all levels who play a role in engaging with customers with the purpose of selling. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for:

customer service

sale of products and services

resolving customer complaints

collection and storage of customer details

organisational product information and price lists

supplier brochures, information sheets and price lists

promotional activity information

current plain English regulatory documents distributed by government regulators for:

consumer protection law

privacy law

customers with whom the individual can interact to sell products and services; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

assessment activities that allow the individual to:

work within commercial speed, timing and productivity

manage tasks and contingencies in the context of the job role.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Prerequisites/co-requisites
Competency Field Sales
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: Establish customer needs.
  • Connect with the customer within designated response times and establish rapport.
  • Use questioning and active listening to facilitate effective two-way communication.
  • Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues.
  • Determine and clarify customer preferences, needs and expectations.
       
Element: Provide advice on products and services.
  • Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable.
  • Clearly explain and promote product and service features and benefits where relevant.
  • Advise on promotional events where relevant.
  • Provide additional information to address customer questions and objections.
  • Offer comparisons to competitor product or service range as required.
  • Collaborate with the customer to determine product or service option most suited to their needs.
  • Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale.
       
Element: Facilitate the sale of products and services.
  • Select and use appropriate techniques to close sale.
  • Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures.
  • Farewell customer on leaving, and invite to return.
  • Provide any required after sales service according to organisational 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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish customer needs.

1.1.Connect with the customer within designated response times and establish rapport.

1.2.Use questioning and active listening to facilitate effective two-way communication.

1.3.Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues.

1.4.Determine and clarify customer preferences, needs and expectations.

2. Provide advice on products and services.

2.1.Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable.

2.2.Clearly explain and promote product and service features and benefits where relevant.

2.3.Advise on promotional events where relevant.

2.4.Provide additional information to address customer questions and objections.

2.5.Offer comparisons to competitor product or service range as required.

2.6.Collaborate with the customer to determine product or service option most suited to their needs.

2.7.Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale.

3. Facilitate the sale of products and services.

3.1.Select and use appropriate techniques to close sale.

3.2.Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures.

3.3.Farewell customer on leaving, and invite to return.

3.4.Provide any required after sales service according to organisational procedures.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

interact with four different retail customers to initiate and close the sale of different retail products or services

demonstrate the following during the above customer interactions:

appropriate communication

establishment and clarification of customer needs, wants and expectations

product and/or service knowledge

appropriate sales approach to sell benefits and features of products and/or services

overcome objections and close sales

upsell and/or cross sell additional products and/or services that complement the sale

promotion of customer loyalty and repeat sales.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

appropriate body language for customer service

basic principles of positive customer service and sales

open and closed questioning techniques related to the sale of product and services

verbal and non-verbal cues indicating customer understanding of information

techniques for effective communication with customers of diverse backgrounds:

cultural diversity

special needs

sales techniques:

opening techniques

recognising buying signals

strategies to focus customer on specific products and services

selling add-ons and complementary products

overcoming customer objections

closing techniques

primary components of consumer protection laws that relate to selling products and services, especially organisational responsibility for supplying products and services as described or substituting suitable products and services when unable

primary components of privacy law, and actions that retail business must take to protect privacy of customer information

for the specific retail sector:

professional service standards and protocols for retail industry personnel

attitudes and attributes expected by the retail industry to work with customers

different customer service needs and expectations

for the particular retail organisation:

product and service knowledge:

product and service range offering

product specifications, features and benefits

designated response times for providing customer service

customer service procedures including recording of and storing customer details.

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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish customer needs.

1.1.Connect with the customer within designated response times and establish rapport.

1.2.Use questioning and active listening to facilitate effective two-way communication.

1.3.Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues.

1.4.Determine and clarify customer preferences, needs and expectations.

2. Provide advice on products and services.

2.1.Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable.

2.2.Clearly explain and promote product and service features and benefits where relevant.

2.3.Advise on promotional events where relevant.

2.4.Provide additional information to address customer questions and objections.

2.5.Offer comparisons to competitor product or service range as required.

2.6.Collaborate with the customer to determine product or service option most suited to their needs.

2.7.Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale.

3. Facilitate the sale of products and services.

3.1.Select and use appropriate techniques to close sale.

3.2.Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures.

3.3.Farewell customer on leaving, and invite to return.

3.4.Provide any required after sales service according to organisational procedures.

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
Connect with the customer within designated response times and establish rapport. 
Use questioning and active listening to facilitate effective two-way communication. 
Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues. 
Determine and clarify customer preferences, needs and expectations. 
Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable. 
Clearly explain and promote product and service features and benefits where relevant. 
Advise on promotional events where relevant. 
Provide additional information to address customer questions and objections. 
Offer comparisons to competitor product or service range as required. 
Collaborate with the customer to determine product or service option most suited to their needs. 
Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale. 
Select and use appropriate techniques to close sale. 
Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures. 
Farewell customer on leaving, and invite to return. 
Provide any required after sales service according to organisational procedures. 

Forms

Assessment Cover Sheet

SIRXSLS001 - Sell to the retail customer
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

SIRXSLS001 - Sell to the retail customer

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: