This unit applies to funeral home and cemetery and crematorium staff involved in the sale of pre-need funeral products and services. It involves identifying and responding to client needs and completing sales.

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ELEMENT

PERFORMANCE CRITERIA

1

Identify needs of client.

1.1

Select and use appropriate communication techniques to identify client's particular needs.

1.2

Provide clients with information about range of available pre-need products and services.

1.3

Locate information from other sources or refer clients to appropriate personnel, where information is not immediately available.

2

Respond to client needs using sales principles.

2.1

Use product knowledge to match pre-need products or services to client needs.

2.2

Use appropriate communication techniques to provide knowledge of benefits and features of pre-need product or service to clients.

2.3

Provide options and suggestions for personalising available products and services based on client needs.

2.4

Identify, monitor and respond to client buying signals.

2.5

Communicate information on financial requirements and available financing arrangements according to workplace policies and procedures, and relevant legislation.

3

Complete sale of pre-need products and services.

3.1

Confirm client decision.

3.2

Identify and access relevant documentation and agreements.

3.3

Complete documentation according to workplace policies and procedures.

3.4

Process financing and non-cash transactions according to workplace policies and procedures, and relevant legislation.

3.5

Check cash transactions and tender change as required.

3.6

Prepare and issue receipts and relevant documents to client.

3.7

File and store documentation according to workplace policies and procedures.

Required skills

communication skills, including clear and direct communication and active listening and questioning techniques, to convey information to clients, offer clients options and answer client questions

literacy and numeracy skills to interpret written documentation, accurately complete required documentation and complete financial transactions

computer literacy to complete documentation

problem-solving skills to match client needs with products and services and suggest options.

Required knowledge

range, benefits and features of pre-need funeral products and services

reasons for pre-purchase of funeral products and services

alternative information sources

sales principles

financial transaction procedures

financing procedures

broad working knowledge of relevant federal, state or territory, and local government legislation and regulations relating to consumer protection, privacy and the sale of funeral services

workplace policies and procedures in relation to sales services

social, religious and cultural differences and traditions.

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to communicate with the client and correctly interpret the client's requirements

ability to apply sales techniques in response to a range of different client situations

underpinning product knowledge

understanding of consumer liability issues

selling different types of pre-need funeral and burial products and services on multiple occasions to ensure consistency of performance and ability to meet varying client needs.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills in an environment where client consultation can take place

interaction with diverse clients to allow candidate to respond to a range of pre-need client requirements and requests

access to relevant documentation, such as workplace pricing and financing options and product information.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of candidate identifying a range of client needs using appropriate communication and interpersonal skills, applying product knowledge to provide accurate information about pre-need products and services, completing financial arrangements according to relevant legislation, and processing cash and non-cash transactions

written or verbal questioning to assess knowledge and understanding of relevant policies and procedures with regard to providing pre-need sales services

review of workplace documents completed by candidate

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SIFSLS001A Sell funeral and burial products and services.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

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.

Communication techniques may include:

active questioning

active listening

negotiation skills

appropriate choice and use of language

non-verbal communication.

Pre-need products and services may include:

funeral arrangements

embalming arrangements

cremation arrangements

burial arrangements

coffins or caskets

coffin or casket accessories

burial plots

mausoleum crypts

headstones

grave markers

urns

nameplates.

Other sources may include:

past and present staff members

relevant industry associations

books, magazines, newspapers and other references

internet.

Appropriate personnel may include:

supervisor

manager.

Product knowledge may include:

features

choices

inclusions

support service options

price

materials

differences between products.

Client buying signals may include:

nodding

facial expression

body language

participation.

Workplace policies and procedures may include:

standard operating policies and procedures

standards and certification requirements

quality assurance procedures.

Relevant legislation, regulations and codes of practice may include:

Fair Trading Act

Funerals (Pre-paid Money) Act

Consumer Credit Code

Privacy Acts

local government regulations

financial institution requirements, including:

finance approval procedures

finance processing procedures

credit card approval procedures

credit card processing procedures

cheque acceptance procedures

cheque processing procedures.

Documentation may include:

contracts of sale

invoices

receipts

financing documentation.

Non-cash transactions may include:

financing

cheque

credit card.

Sector

Funeral Services

Sales

This unit contains employability skills.