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

retail, service and repair.

ELEMENT

PERFORMANCE CRITERIA

1. Promote products and services to customers

1.1. Explanations/demonstrations, where applicable, are conducted professionally

1.2. Product benefits and relevance of product to customer needs are highlighted during demonstration

1.3. Selling techniques are employed based on accepted and industry standards, legal requirements and enterprise policy

2. Establish on-sell opportunities

2.1. Customer interest areas and needs are identified

2.2. On-sell opportunities are assessed through knowledge of customer needs and interests, and enterprise products and services

2.3. Explanations are aligned to customer interest areas and needs

2.4. Customer needs for complementary products or services are determined

3. Recommend complementary products or services to customers

3.1. Complementary products or services of benefit to customer are identified

3.2. Benefits of product or service are discussed with customer

3.3. Cost estimates are prepared and documented

Required skills

collect, organise and understand information related to customer information when collected and analysed for on-selling

communicate ideas and information when features and benefits are explained to customers

plan and organise activities when promotions are planned and organised

work with others and in a team by seeking involvement of team members

use mathematical ideas and techniques when cost estimates are prepared for promotions

establish diagnostic processes having cost and time limitations when considered in recommendations

use workplace technology related to business technology used to prepare cost estimates

Required knowledge

occupational health and safety (OHS)

oral and written communication skills for application

buyer behaviour

selling procedures/techniques

product and service promotional procedures for application

legislation/regulations/guidelines applicable to the industry sector

advertising codes of practice

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:

promoting products and services to customers and establishing on-selling opportunities

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:

products for sale

suitable presentation area

sales material (e.g. brochures, pamphlets, banners, flags, stands, ramps, turntables)

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:

behave professionally in a manner appropriate to the situation and customer needs

demonstrate a range of products in a professional manner

apply promotional sales techniques to a range of sales situations and customer needs

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.

Promotion

Promotion may include:

planned sales presentation, territory management and account management

Selling

Selling may include:

face to face, telephone, direct mail and internet

Sales

Sales may include:

individual customers

organisational customers

new products

second-hand products

Professional explanations/ demonstrations

Professional explanations/demonstrations may include:

parts

products

services

Customer needs

Customer needs may include:

time limitations

cost limitations

value for money

quality of work/product

after-sales service

Industry standards

Industry standards for selling products and services include those relating to:

fair trade

consumer protection

ethical behaviour

OHS requirements

legislative requirements

credit legislation

Complementary products/services

Complementary products/services may include:

accessories

additional service/repair work

additional vehicle features

OHS requirements

OHS requirements may include:

state/territory/industry OHS requirements

Work is carried out in accordance with award provisions

Resources may include

Resources may include:

enterprise stationery, telephone, merchandising kit and pricing policy

Information/documents

Sources of information/documents may include:

enterprise operating procedures

product manufacturer/component supplier specifications

customer requirements

industry/workplace codes of practice

Unit sector

Sales

This unit contains employability skills.