This unit of competency applies to the following and should be contextualised to the qualification it is being applied:

retail, service and repair administration/sales selling products/services.

ELEMENT

PERFORMANCE CRITERIA

1. Demonstrate product knowledge

1.1. Knowledge of use and application of products and services is demonstrated

1.2. Experienced sales staff or product information guide are consulted to increase product knowledge

2. Approach customer

2.1. Timing of customer approach is determined and applied

2.2. Effective sales approach is identified and applied

2.3. Positive impression is conveyed to arouse customer interest

2.4. Knowledge of customer buying behaviour is demonstrated

2.5. Customer is focused on specific merchandise

3. Customer response

3.1. Questioning techniques are applied to determine customer buying motives

3.2. Listening skills are used to determine customer requirements

3.3. Non-verbal communication cues are interpreted and clarified

3.4. Customers are identified by name where possible

4. Apply product knowledge

4.1. Customer needs are matched to products and services

4.2. Knowledge of product features and benefits are communicated clearly to customers

4.3. Product use and safety requirements are described to customers

4.4. Customers are referred to product specialist

4.5. Routine customer questions about merchandise, e.g. price, price reductions, quality and usage, are answered accurately and honestly or referred to more experienced sales staff

5. Gather information

5.1. Customer objections are identified and accepted

5.2. Objections are categorised into price, time and merchandise characteristics

5.3. Solutions are offered according to store policy

5.4. Problem solving is applied to overcome customer objections

6. Close sale

6.1. Customer buying signals are monitored, identified and responded to

6.2. Customer is encouraged to make purchase decision

6.3. Method of closing sale is selected and applied

6.4. Legislative and legal sales requirements/procedures are followed

7. Maximise sales opportunities

7.1. Opportunities for making additional sales are recognised and applied

7.2. Customer is advised of complementary products or services according to identified needs

7.3. Personal sales outcomes are reviewed to maximise future sales

Required skills

collect, organise and understand information related to questioning customers to gain information on need

communicate ideas and information to the operation of product and safety requirements

plan and organise activities for the development of a sales approach

work with others and in a team by consulting with experienced staff to develop product knowledge and sales techniques

use mathematical ideas and techniques for accurate processing and recording of sale and payment method

establish diagnostic processes which develop solutions to customer objections

use workplace technology related to the use of business technology in processing sale

Required knowledge

technical information

equipment safety requirements

personal safety requirements

specific selling skills/sales techniques

sales/consumer legislation/legal requirements

vehicle/component details

automotive industry product knowledge

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

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:

selling enterprise product and services to customers

interpreting and communicating information

the ability to communicate with customers

sales skills

communicating effectively with others involved in or affected by the work

Context of, and specific resources for assessment

Underpinning knowledge and skills may be assessed on or off the job

The following are required:

a workplace or simulated workplace

persons including customers and sales staff

access to products

documentation, store policy and procedures manuals, OHS, legislative and statutory requirements and industry codes of practice

a qualified workplace assessor.

Method of assessment

Assessment of practical skills must take place only after a period of supervised practice and repetitive experience. If workplace conditions are not available assessment, in simulated workplace conditions is acceptable

Prescribed outcome must be able to be achieved without direct supervision

Practical assessments:

access, interpret and apply technical information

apply sales techniques and product knowledge

convey information both orally and in writing

access, interpret and apply sales information

sell products

Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role.

Guidance information for assessment

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Methods

Methods include:

face-to-face selling, telephone/electronic selling and product enquiries

verbal, written and practical demonstrations

Other variables may include:

regular and new customers

sales may be face-to-face or telephone/electronic

Occupational health and safety (OHS) requirements

OHS requirements may include:

state/territory/industry OHS requirements

Work is carried out in accordance with award provisions

Resources

Resources may include:

product and services

customers

product and services

customers

videos, selling manuals, brochures, pamphlets, audio tapes

company/industry guidelines

Information/documents

Sources of information/documents may include:

manufacturer/component supplier specifications

enterprise operating procedures

product manufacturer/component supplier specifications

customer requirements

industry/workplace codes of practice

Unit sector

Sales

This unit contains employability skills.