SIRRRPK003A
Advise on fast food products

This unit describes the performance outcomes, skills and knowledge required to develop and apply product knowledge to provide advice to customers with regard to fast food products.

Application

This unit applies to frontline service personnel. It requires developing product knowledge regarding a variety of fast food products according to store policy and product range and providing advice to customers on products and services.


Prerequisites

SIRRFSA001A Apply retail food safety practices


Elements and Performance Criteria

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 fast food product range.

1.3

Convey product information to other staff members as required.

2

Recommend fast food products.

2.1

Apply product knowledge to advise customers on available menu items.

2.2

Provide product information for customers on request.

2.3

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

3

Advise on fast food services.

3.1

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

Required Skills

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:

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

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

researching product information

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 of quantities.

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

store policy and procedures in regard to:

the sale of fast food items

quality policy to customers and suppliers

allocated duties and responsibilities

interaction with customers

current fast food services available to customers

specialist product knowledge, including:

specialised products

corresponding benefits of various products

shelf life and use-by dates

storage requirements

ingredients or materials contained in products

features and use of products

corresponding or complementary products and services

stock availability

procedures for taking customer orders

food safety programs

buying and ordering procedures

pricing procedures, including GST requirements

relevant OHS requirements

relevant legislation and statutory requirements

relevant industry codes of practice.

Evidence Required

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 fast 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, 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 environment

sources of product information

suitable merchandise

relevant documentation, such as store policy and procedures manuals.

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

answers to questions about specific skills and knowledge

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.


Range Statement

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.

Product knowledge may include:

product identification

store cooking methods and recipes

sauces and accompaniments

composition of finished product

quantities required

nutritional aspects

handling and storage.

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:

a particular food area

a variety of fast food products, such as:

seafood, fish

coated or battered items

delicatessen goods

sandwiches

hamburgers, meat, poultry

pizzas

drinks

salads

desserts

promotional items.

Product information may include:

ingredients

simple nutritional information

handling and storage

cooking tips from manufacturer data

price.

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

food delivery services

cook-to-order services

seasonal promotions.

Customer requests may vary according to:

preferences

health factors

cultural group

dietary issues

price.

Store policy and procedures in regard to:

selling fast food products and services

interaction with customers

quality assurance

ordering food products

processing customer orders.


Sectors

Sector

Retail


Competency Field

Product Knowledge


Employability Skills

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.


Licensing Information

Not applicable.