Application
This unit of competency describes the skills and knowledge required to provide advice on hardware products.
All work must be carried out to comply with workplace procedures, work health and safety legislation and codes and sustainability practices
This unit applies to individuals who work under broad direction and use discretion and judgement in the selection and use of available resources.
No occupational licensing, legislative or certification requirements are known to apply to this unit at the time of publication.
Elements and Performance Criteria
Element | Performance criteria |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify customer needs | 1.1 Use appropriate interpersonal skills to identify customer needs 1.2 Handle customer enquiries courteously and promptly in accordance with enterprise policies and procedures and legislative requirements 1.3 Match available products to customer needs 1.4 Research knowledge and understanding of hardware products actively and regularly and update from authoritative sources |
2. Provide product advice | 2.1 Provide advice to customers in a timely and professional manner and accordance with legislative requirements 2.2 Exhibit and demonstrate products appropriately to customer as required 2.3 Suggest alternative and additional products and services as necessary 2.4 Address customers concerns and questions sensitively in line with enterprise requirements |
Evidence of Performance
The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.
The candidate must provide evidence that they can:
advise customers as to the range of products available for their specific application/environment
engage with and give advice to customers
ensure that the advice, product type, application and suitability are understood by the customer
encourage add on sales
research hardware products
organise the demonstration of products
represent the enterprise in a professional manner when dealing with customers
Evidence of Knowledge
The candidate must demonstrate knowledge of:
customer service and selling techniques
systems and procedures for the safe handling of products
enterprise policies and procedures, business values, structure, product range and services
industry terminology for products
relevant requirements of work health and safety, industry, fair trading, trade practices, sales of goods, and public liability
Assessment Conditions
Competency is to be assessed in the workplace or simulated environment that accurately reflects performance in a real workplace setting.
Assessors must satisfy current standards for RTOs.
Foundation Skills
Foundation Skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
Sectors
Merchandising and Sales (MER)