This unit applies to frontline service personnel. It requires the application of product knowledge in defined areas of food retailing or a more general category according to store requirements.

SIRRFSA001A Apply retail food safety practices

ELEMENT

PERFORMANCE CRITERIA

1

Identify product range and develop product knowledge.

1.1

Develop product knowledge by accessing relevant sources of information.

1.2

Identify store food product range.

1.3

Convey product information to other staff members as required.

2

Advise on food products.

2.1

Apply product knowledge to advise customers on relevant product information.

2.2

Provide product information for customers on request.

2.3

Recommend complementary products, specials, new lines and seasonal promotions to customers.

3

Advise on food services.

3.1

Promote, quote on and arrange store food services to meet customer requests according to store policy and procedures.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpersonal communication skills to:

apply product knowledge by providing information and advice to customers and staff

make recommendations and advise on services through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

ability to interpret store and industry manuals and documentation (paper-based or computerised)

literacy skills in regard to:

reading and understanding product information

reading and understanding store policy and procedures

recording information

numeracy skills in regard to pricing, and estimation and weighing of quantities.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

the store food safety program

the sale of food items

quality policy to customers and suppliers

allocated duties and responsibilities

taking customer orders

current food services available to customers

specialist product knowledge, including:

specialised products

corresponding benefits of various products

shelf life and use-by date

storage requirements

ingredients or materials contained in products

features and use of products

corresponding or complementary products and services

stock availability

store and industry manuals and documentation (paper-based or computerised)

stock, merchandise and service range

pricing procedures, including GST requirements

other relevant policy and procedures

relevant legislation and statutory requirements

relevant industry codes of practice.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

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

Evidence of the following is essential:

consistently applies store policy and procedures, which comply with consumer law and legislative requirements regarding the sale of food items

consistently applies product information contained in store manuals and manufacturer product labels when providing advice to customers

consistently applies store policy and procedures and industry codes of practice in regard to customer service and selling products and services

develops, maintains and conveys product knowledge to other staff as required

applies detailed and specialised product knowledge to provide accurate advice according to customer requirements.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

sources of product knowledge

suitable merchandise

relevant documentation, such as:

store policy and procedures manuals

customer order forms.

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 performance in the workplace

third-party reports from a supervisor

customer feedback

written or verbal questioning to assess knowledge and understanding

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

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

SIRRFSA001A Apply retail food safety practices.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

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

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 in the performance criteria is detailed below.

Relevant sources of information may include:

store or supplier product manuals

videos, DVDs and multimedia

product demonstrations

labels

store tours

internet.

Product range may include:

delicatessen goods

fresh produce

bakery items

seasonal varieties

exotic and unusual lines

dairy products

frozen foods

dried foods

canned foods

prepared salads

convenience foods.

Product range may be identified according to:

origin

price range

product variety

physical characteristics

seasonal availability.

Product information may include:

product types

varieties

features

price

ingredients

simple nutritional information

handling and storage

cooking tips from manufacturer data.

Other staff members may include:

new or existing staff

people with varying levels of language and literacy

people from a range of cultural, social and ethnic backgrounds.

Customers may include:

new or repeat contacts

external and internal contacts

business customers or individuals

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Food services may include:

special occasion catering

boardroom catering

convenience foods

food delivery services

cook to order services

seasonal promotions.

Customer requests may include:

preferences

health factors

culturally specific requirements.

Store policy and procedures in regard to:

selling food products and services

interaction with customers

quality assurance

ordering food products

processing customer orders.

Sector

Retail

Product Knowledge

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.