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

SIRXSLS201 Mapping and Delivery Guide
Sell products and services

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency SIRXSLS201 - Sell products and services
Description This unit describes the performance outcomes, skills and knowledge required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses key selling skills, from approaching the customer to closing the sale. It requires a basic level of product knowledge and the recognition and demonstration of verbal and nonverbal communication skills to determine customer requirements, sell the benefits of products and services, overcome objections and close sales. Personal evaluation is used to maximise sales, according to industry codes of practice, relevant legislation and store policy.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to frontline sales personnel.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field
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: Develop and apply product knowledge.
  • Develop product knowledge by accessing relevant sourcesof information and confirm with relevant staff.
  • Apply knowledge of the use and application of relevant products and services in interactions with customers according to store policy and legislative requirements.
  • Identify gaps in product knowledge and resolve by accessing relevant sources of information.
       
Element: Approach customer.
  • Identify customers by name where possible.
  • Develop knowledge of customer buying behaviour by accessing relevant sources of information.
  • Determine and apply appropriate timing of customer approach according to store policy and customer behaviour.
  • Initiate customer contact according to store policy.
  • Convey a positive impression to encourage customer interest according to store policy.
       
Element: Gather and respond to information.
  • Apply questioning techniques and listening skills to determine customer buying motives and requirements.
  • Interpret and clarify non verbal communication cues.
  • Direct customer to specific merchandise according to customer requirements and store policy.
       
Element: Sell benefits.
  • Match customer needs to appropriate products and services.
  • Communicate knowledge of product features and benefits clearly to customers.
  • Describe product use and safety requirements to customers.
  • Refer customers to appropriate product specialist as required.
  • Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff.
       
Element: Overcome objections.
  • Identify and acknowledge customer objections according to store policy.
  • Categorise objections into price, time and merchandise characteristics and consider solutions.
  • Offer solutions to customer objections according to store policy.
  • Apply problem solving within personal scope of responsibilities to overcome customer objections or refer to senior staff.
       
Element: Close sale.
  • Monitor, identify and respond appropriately to customer buying signals.
  • Encourage customer to make purchase decisions.
  • Select and apply appropriate method of closing sale.
       
Element: Maximise sales opportunities.
  • Recognise and apply opportunities for making additional sales according to store policy.
  • Advise customer of complementary products or services according to customer’s identified need.
  • Review personal sales outcomes and consider strategies to maximise future sales in consultation with relevant staff.
       


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, range statement and the Assessment Guidelines for the Training Package.

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

Evidence of the following is essential:

applies product knowledge and uses appropriate sales approach to sell the benefits of products and services, overcome objections and close sales

uses questioning, listening and observation skills to determine customer requirements

applies store policies and procedures in regard to selling products and services

maximises sales opportunities according to store policies and procedures

applies industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services

evaluates personal sales performance to maximise future sales.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated retail work environment

relevant documentation, such as policy and procedures manuals

a range of customers with different requirements

a range of merchandise and products appropriate to the retail workplace

product labels and sources of product information.

Method 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 the candidate in the workplace

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.

Guidance information for assessment

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

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.

Required skills

communication and interpersonal skills to:

handle difficult customers

verbal and nonverbal communication skills to:

question, listen and observe

overcome objections and close sale

literacy and numeracy skills to:

handle payments for goods

read product information

read store policies and procedures

record information

weigh and measure goods

selling skills to use a range of selling techniques

Required knowledge

customer types and needs, including:

customer behaviour and cues

customer buying motives

demographics, lifestyle and income

individual and cultural differences

types of customer needs, such as:

functional

psychological

relevant industry codes of practice, legislation and statutory requirements relating to the sale of products and services

selling techniques, including:

add-ons and complementary sales

closing techniques

opening techniques

overcoming customer objections

recognising buying signals

using strategies to focus customer on specific merchandise

specific product knowledge for area or section

store merchandise and service range

store policies and procedures in regard to:

allocated duties and responsibilities

selling products and services and sales performance

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included.

Product knowledge may include:

features and benefits

handling and storage requirements

price

safety features

stock availability

use-by dates

warranties.

Relevant sources of informationmay include:

demonstrations

internet

labels

product profiles

staff members

store or supplier product manuals

store tours

videos.

Legislative requirementsmay include:

industry codes of practice

liquor laws

lottery legislation

work health and safety (WHS)

sale of second-hand goods

sale of X and R-rated products

tobacco laws

Australian consumer law and fair trading Acts

trading hours

transport, storage and handling of goods.

Customersmay include:

customers with routine or special requests

internal and external contacts

new or repeat contacts

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities.

Routine customer questions may relate to:

availability

features and benefits

price and price reductions

quality.

Problem solving may be affected by:

resource implications

store policies and procedures.

Sales transactions may be completed:

face-to-face

online

over the telephone.

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 sourcesof information and confirm with relevant staff. 
Apply knowledge of the use and application of relevant products and services in interactions with customers according to store policy and legislative requirements. 
Identify gaps in product knowledge and resolve by accessing relevant sources of information. 
Identify customers by name where possible. 
Develop knowledge of customer buying behaviour by accessing relevant sources of information. 
Determine and apply appropriate timing of customer approach according to store policy and customer behaviour. 
Initiate customer contact according to store policy. 
Convey a positive impression to encourage customer interest according to store policy. 
Apply questioning techniques and listening skills to determine customer buying motives and requirements. 
Interpret and clarify non verbal communication cues. 
Direct customer to specific merchandise according to customer requirements and store policy. 
Match customer needs to appropriate products and services. 
Communicate knowledge of product features and benefits clearly to customers. 
Describe product use and safety requirements to customers. 
Refer customers to appropriate product specialist as required. 
Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff. 
Identify and acknowledge customer objections according to store policy. 
Categorise objections into price, time and merchandise characteristics and consider solutions. 
Offer solutions to customer objections according to store policy. 
Apply problem solving within personal scope of responsibilities to overcome customer objections or refer to senior staff. 
Monitor, identify and respond appropriately to customer buying signals. 
Encourage customer to make purchase decisions. 
Select and apply appropriate method of closing sale. 
Recognise and apply opportunities for making additional sales according to store policy. 
Advise customer of complementary products or services according to customer’s identified need. 
Review personal sales outcomes and consider strategies to maximise future sales in consultation with relevant staff. 

Forms

Assessment Cover Sheet

SIRXSLS201 - Sell 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

SIRXSLS201 - Sell 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: