This unit applies to rural products merchandisers whose job role includes providing advice and selling agricultural farm and small machinery, spare parts and building products.

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 machinery and related products is actively and regularly researched and updated from authoritative sources.

2. Provide product advice

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

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

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

2.4. Quotations are prepared and supplied in accordance with enterprise requirements.

3. Sell products

3.1. Sales are completed in accordance with enterprise requirements and to customer's satisfaction.

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

3.3. Sales results are monitored against specified criteria.

3.4. Sales techniques are reviewed to enhance future sales results.

4. Handle and maintain products

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

4.2. Documentation is completed in line with enterprise requirements.

4.3. Stock levels are monitored and re-ordering procedures followed in line with enterprise requirements.

Required skills

assess and demonstrate cost benefits

valuing trade-ins

research supplier information

demonstrate equipment

safe lifting, carrying and handling techniques

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

use oral communication skills/language competence to fulfil the job role as specified by the organisation including questioning, active listening, asking for clarification, negotiating solutions and responding to a range of views

use numeracy skills to estimate, calculate and record routine and more complex workplace measures and data

use interpersonal skills to work with others 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 machinery

enterprises business values, structure, products and services

industry terminology for products

requirements of local or specific customers

nature of agricultural activities in district

industry trends and improved practices in relation to machinery usage and equipment

systems and procedures for the safe handling of machinery and parts

manufacturers product recommendations and warranty requirements

relevant OHS, industry, fair trading, trade practices, and sales of goods legislation

relevant components of State/Territory Acts relating to machinery and its use.

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 most appropriate products 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.

Machinery may include:

all types of agricultural and small machinery

spare parts

building products.

Advice may include:

that relating to products, usage, application rates.

Unit sector

Merchandising and sales

This unit contains employability skills.