The following components of the evidence guide relate directly to the performance criteria and the range of variables for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence
Competency in this unit requires evidence that the candidate:
Continually updates and applies product knowledge to provide comprehensive advice to customers and staff.
Consistently applies store policies and procedures and industry codes of practice in regard to sales/customer service procedures.
Advises customers and informs sales team members of store product range, including the names and appearance of jewels and gemstones, precious and non precious metals and a range of watches.
Applies store security procedures with regard to the handling and protection of stock.
Advises on, arranges for and performs store jewellery services, internal and external, including repairs, in accordance with store policy and procedures.
Underpinning Skills and Knowledge
Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:
Knowledge of:
Store policies and procedures, in regard to:
sales/customer service
methods of dealing with special needs/requests of customers
customer complaints
store product handling, display and security, including showing stock, locking counters and windows, storage of goods
store jewellery/watch repair services
ear piercing processes, if applicable
Store jewellery product range, including:
basic recognition of jewels and gemstones, their names, quality, storage and care requirements
identification of common metals used in jewellery and their names, type, metal carat content and stamping
comparisons between watch styles and brands including their compliance/non-compliance with regard to water resistance standard
Product/manufacturer's warranty terms and conditions
Relevant legislation and statutory requirements
Relevant industry codes of practice, including Jewellery and Timepieces Industry Code
Relevant occupational health and safety legislation/regulations/codes of practice
Skills in:
Interpersonal communication skills
Handling customers with special needs, including difficult or abusive customers
Methods for performing jewellery/watch/watch band repairs
Anatomy of the ear and techniques for ear piercing, in accordance with store policy and legal requirements, if applicable
Literacy skills in the following areas:
reading and understanding product information
reading and understanding product warranties and guarantees
reading and understanding store policies and procedures
Numeracy skills in:
calculating and quoting repair/service prices
understanding and applying gemstone quality/value
Generic Process Skills
There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
How can communication of ideas and information be applied?
Information on products and services needs to be communicated to customers and staff. (2)
How can information be collected, analysed and organised?
Accessing product knowledge requires information to be collected, analysed and organised. (2)
How are activities planned and organised?
Establishing and performing required services and repairs requires activities to be planned and organised. (2)
How can team work be applied?
Maintaining store security will require team work. (2)
How can the use of mathematical ideas and techniques be applied?
Calculating and quoting on service and repairs requires the use of mathematical ideas and techniques. (2)
How can problem solving skills be applied?
Establishing correct service or repair for product requires problem solving skills. (2)
How can the use of technology be applied?
The use of security systems and alarms requires the use of technology. (2)
Context of Assessment
Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.
Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.
The candidate will be required to:
Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRSS3B can be assessed with other units which make up a particular job function.
Evidence Gathering Methods
Evidence should include products, processes and procedures from the workplace context. Evidence might include:
Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge
Resources Required
A retail work environment
Relevant documentation, such as:
store policy and procedures manuals
industry codes of practice and relevant legislation
occupational health and safety legislation/regulations/codes of practice
Access to an appropriate range of jewellery products
Access to a range of customers with different requirements
Jewellery/watch repair tools and techniques
Access to appropriate equipment to perform other services, such as ear piercing, according to store policy and procedures
The following components of the evidence guide relate directly to the performance criteria and the range of variables for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence
Competency in this unit requires evidence that the candidate:
Continually updates and applies product knowledge to provide comprehensive advice to customers and staff.
Consistently applies store policies and procedures and industry codes of practice in regard to sales/customer service procedures.
Advises customers and informs sales team members of store product range, including the names and appearance of jewels and gemstones, precious and non precious metals and a range of watches.
Applies store security procedures with regard to the handling and protection of stock.
Advises on, arranges for and performs store jewellery services, internal and external, including repairs, in accordance with store policy and procedures.
Underpinning Skills and Knowledge
Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:
Knowledge of:
Store policies and procedures, in regard to:
sales/customer service
methods of dealing with special needs/requests of customers
customer complaints
store product handling, display and security, including showing stock, locking counters and windows, storage of goods
store jewellery/watch repair services
ear piercing processes, if applicable
Store jewellery product range, including:
basic recognition of jewels and gemstones, their names, quality, storage and care requirements
identification of common metals used in jewellery and their names, type, metal carat content and stamping
comparisons between watch styles and brands including their compliance/non-compliance with regard to water resistance standard
Product/manufacturer's warranty terms and conditions
Relevant legislation and statutory requirements
Relevant industry codes of practice, including Jewellery and Timepieces Industry Code
Relevant occupational health and safety legislation/regulations/codes of practice
Skills in:
Interpersonal communication skills
Handling customers with special needs, including difficult or abusive customers
Methods for performing jewellery/watch/watch band repairs
Anatomy of the ear and techniques for ear piercing, in accordance with store policy and legal requirements, if applicable
Literacy skills in the following areas:
reading and understanding product information
reading and understanding product warranties and guarantees
reading and understanding store policies and procedures
Numeracy skills in:
calculating and quoting repair/service prices
understanding and applying gemstone quality/value
Generic Process Skills
There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
How can communication of ideas and information be applied?
Information on products and services needs to be communicated to customers and staff. (2)
How can information be collected, analysed and organised?
Accessing product knowledge requires information to be collected, analysed and organised. (2)
How are activities planned and organised?
Establishing and performing required services and repairs requires activities to be planned and organised. (2)
How can team work be applied?
Maintaining store security will require team work. (2)
How can the use of mathematical ideas and techniques be applied?
Calculating and quoting on service and repairs requires the use of mathematical ideas and techniques. (2)
How can problem solving skills be applied?
Establishing correct service or repair for product requires problem solving skills. (2)
How can the use of technology be applied?
The use of security systems and alarms requires the use of technology. (2)
Context of Assessment
Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.
Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.
The candidate will be required to:
Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRSS3B can be assessed with other units which make up a particular job function.
Evidence Gathering Methods
Evidence should include products, processes and procedures from the workplace context. Evidence might include:
Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge
Resources Required
A retail work environment
Relevant documentation, such as:
store policy and procedures manuals
industry codes of practice and relevant legislation
occupational health and safety legislation/regulations/codes of practice
Access to an appropriate range of jewellery products
Access to a range of customers with different requirements
Jewellery/watch repair tools and techniques
Access to appropriate equipment to perform other services, such as ear piercing, according to store policy and procedures