This unit requires the application of knowledge and skills to interact with customers, address customer needs. The work in this standard will be carried out with limited supervision within enterprise guidelines.

ELEMENT

PERFORMANCE CRITERIA

1. Research store product range

1.1. Product knowledge developed by accessing relevant sources of information.

1.2. Products correctly identified according to relevant product information.

1.3. Operation of store products, machinery and equipment safely and accurately demonstrated according to store policy and legislative requirements.

1.4. Knowledge of irrigation product range accurately demonstrated.

2. Recommend irrigation products

2.1. Customer's needs accurately identified.

2.2. Detailed manufacturer's product specifications provided, when applicable, and explained to customers to assist buying decisions according to legislative requirements.

2.3. Features and benefits of products demonstrated to customers to create a buying environment.

3. Estimate quantities

3.1. Quantities of irrigation products required accurately estimated from measurements/information provided by customer according to product requirements and store procedures.

3.2. Measuring tools accurately applied using imperial or metric measures relevant to specific products.

3.3. Customer provided with accurate quotation for quantities estimated.

4. Advise on irrigation product warranties

4.1. Comparisons between product/manufacturers warranties clearly explained to customer.

4.2. Individual product warranty terms and conditions confirmed from relevant sources of information and accurately conveyed to customer.

4.3. Customer provided with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policies and procedures.

5. Negotiate price and payment options

5.1. Payment options including store recommended retail pricing for various brand options accurately conveyed to customers according to legislative requirements.

5.2. Individual product prices negotiated where necessary according to store policy to achieve sales.

5.3. Store payment options accurately conveyed to customers and a preferred option negotiated following store procedures.

6. Advise on and arrange product service and repairs

6.1. Customer questioned to determine nature of problem.

6.2. Problem diagnosed by accessing manufacturer's information.

6.3. Solutions offered according to nature of problem, available product information and store policy.

6.4. Service/repair process identified and accurately described to customer as required, according to store policy.

6.5. Price and timeline for basic service/repairs identified and quoted to customer where applicable.

6.6. Customer details identified and accurately transcribed to repair form, according to store policy and legal requirements.

6.7. Item for repair labelled and securely stored according to store policy.

6.8. Customer notified without undue delay on arrival/completion of service/repair.

Required skills

identify hazards and inform customers of Occupational Health and Safety (OHS) issues

determination of pump capacities in relation to proposed application

demonstration and assembly of irrigation products and components

basic diagnostic techniques

use literacy skills to read, interpret and follow organisational policies and procedures, follow sequenced written instructions, record accurately and legible information collected and select and apply procedures for a range of tasks

use oral communication skills/language competence to fulfil the job role as specified by the organisation, including questioning techniques, active listening, clarifying information and consulting with supervisors as required

use interpersonal skills to work with and relate to people from a range of cultural, social and religious backgrounds and with a range of physical and mental abilities.

Required knowledge

store irrigation products and pump range

interpretation of manufacturers specifications

price negotiation and payment options

store product and service and repair policy

pump and irrigation equipment characteristics, technical capabilities and limitations

pump and irrigation equipment components, controls, features and functions.

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.

Overview of assessment

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

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:

identify and interpret customer needs

recommend appropriate products including pumps

estimate quantities and negotiate price

provide advice on warranty, payment, service and repair.

Context of and specific resources for assessment

Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.

The range statement relates to the unit of competency as a whole.

Products and services may include:

the range of commercially available irrigation products and services used in the reticulation of water for the purpose of irrigation such as:

pipe

fittings

pumps

advice to customers regarding the design, technical features and uses of irrigation products including pumps size and type.

Unit sector

Irrigation

This unit contains employability skills.