This unit will be carried out with limited supervision within enterprise guidelines and legislation.

ELEMENT

PERFORMANCE CRITERIA

1. Identify customer needs

1.1. Appropriate interpersonal skills are used to accurately identify customer needs.

1.2. Customer enquiries are handled courteously and promptly in accordance with enterprise procedures and industry requirements.

1.3. Available products are matched to customer needs.

1.4. Knowledge and understanding of hardware products is actively and regularly researched and updated from authoritative sources.

2. Provide product advice

2.1. Advice that addresses customer needs is provided to customers in a timely and professional manner.

2.2. Products that may meet customer needs are appropriately exhibited to customer.

2.3. Alternative and additional products and services are suggested as necessary.

2.4. Customers concerns and questions are addressed sensitively in line with enterprise requirements.

Required skills

communicate using a range of interpersonal skills, including questioning and attentive listening skills

relate to people from a range of social, cultural and ethnic backgrounds, and of varying physical and mental abilities

assess and demonstrate cost benefits

research supplier information

safely lift, carry and handle products

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 numeracy skills to estimate, calculate and record routine workplace measures

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

customer service and selling techniques

systems and procedures for the safe handling of products

enterprises business values, structure, products and services

industry terminology for products

requirements of local or specific customers

relevant requirements of Occupational Health and Safety (OHS), industry, fair trading, trade practices, sales of goods, public liability and environmental legislation.

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:

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

organise the demonstration of products

represent the enterprise in a professional manner when dealing with customers.

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.

Advice may include:

advice on building products such as:

timber

cement

colorbond

galvanised

zincalume

fibrous cement cladding

roofing materials

insulation and damp-proofing materials

pre-fabricated buildings

small hardware items.

advice on irrigation and stock water supply systems.

Unit sector

Merchandising and sales

This unit contains employability skills.