This unit will be carried out under supervision within enterprise guidelines.

ELEMENT

PERFORMANCE CRITERIA

1. Engage customer

1.1. Customer is approached in a timely and professional manner and in line with enterprise procedures.

1.2. Appropriate interpersonal skills are used to engage customer.

1.3. Customers are presented with purchase options that address their needs, and assisted to identify their preferred option.

1.4. Personal and professional limitations in addressing customer needs are identified, and assistance is sought from appropriate personnel when required.

2. Sell products and services

2.1. Prices and quotations are determined on the advice of appropriate personnel and provided to customer.

2.2. Sales are completed in accordance with enterprise requirements and to maximise potential for customer satisfaction.

2.3. Opportunities for "add-on" and repeat sales are identified and responded to in line with enterprise procedures.

3. Maintain products

3.1. Products are handled and stored safely and efficiently in line with manufacturer, enterprise and Occupational Health and Safety (OHS) guidelines.

3.2. Documentation and re-ordering are completed in line with enterprise requirements.

3.3. Own sales techniques are reviewed to enhance future sales results.

Required skills

assess initial customer needs

calculate quantities and prices

access and research product information

seek assistance as required

recommend products

encourage repeat business

complete sales

communicate effectively with customers from a range of culturally diverse backgrounds

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 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 buying signals

customer requirements in various rural and horticultural settings

how to effectively engage and communicate with a range of customers from culturally diverse backgrounds, and of varying physical and mental abilities

legal requirements in sales environments, particularly Fair Trading, Trade Practices and Sale of Goods legislation, and public liability

sales techniques.

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:

engage customers

identify the potential for a sale

present purchase options to the customer

provide quotations

complete a sale.

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:

selling products and services in an agricultural, horticultural or land management context including details and documented data of the enterprise's products and services, and relevant government legislation and regulations.

Unit sector

Merchandising and sales

This unit contains employability skills.