This unit describes the performance outcomes, skills and knowledge required to advise on, and finalise the selection of appropriate funeral and burial products and services for a deceased person’s family at the time of need. The unit applies to funeral home and cemetery and crematorium staff who work autonomously with limited supervision in a customer service role, and whose work is performed according to work health and safety, relevant legislation and workplace policies and procedures.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Evidence of the ability to:

interpret client requirements

apply product knowledge to provide options and suggestions to meet client needs

complete financial arrangements according to relevant legislation, including processing cash and non-cash transactions.

Evidence of performance providing advice to two or more different clients is required to demonstrate consistency of performance and ability to respond to different situations.

Demonstrated knowledge of:

communication techniques used in consulting with clients on products and services, including:

active questioning

active listening

negotiation skills

appropriate choice and use of language

non-verbal communication

range, benefits and features of funeral products and services, including support service options, price, materials and differences between products, including:

funeral arrangements

embalming arrangements

cremation arrangements

burial arrangements

coffins or caskets

coffin or casket accessories

burial plots

mausoleum crypts

headstones

grave markers

urns

nameplates

alternative information sources to expand on product knowledge, including:

past and present staff members

relevant industry associations

books, magazines, newspapers and other references

internet

basic principles and techniques for each stage of the sales process

federal, state or territory, and local government legislation, regulations and codes of practice that may impact on the sale of funeral products and services, including:

Australian Consumer Law (ACL)

Funerals (Pre-paid Money) Act

Consumer Credit Code

Privacy Acts financial institution requirements, including:

finance approval and processing procedures

credit card approval and processing procedures

cheque acceptance procedures

workplace policies and procedures in relation to client and sales services, including financing and financial transaction procedures

social, religious and cultural differences and traditions that impact on advising on funeral and burial products and services

professional funeral services industry parameters and protocols when dealing with the bereaved.

Skills must be demonstrated in the workplace or in a simulated environment that is as industry realistic as possible. In a simulated environment, it is essential that assessment is conducted:

using suitable facilities, equipment and resources, including:

an environment where consultations relating to funeral and burial services can be conducted

communication technologies and computers

documentation, including product information and workplace pricing and financing options

under industry conditions where there is:

integration of tasks with possible interruptions to work typical of the job role

speed and timing requirements that reflect commercial operating conditions

interaction with clients with varying requirements and requests

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

This section describes those language, literacy, numeracy and employment skills that are essential to performance.

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Cross-Sector

Client Service and Sales