Application
This unit applies to frontline service personnel. It requires developing product knowledge regarding a variety of bakery products according to store policy and product range and providing advice to customers on bakery products and services. | |
Prerequisites
SIRRFSA001A Apply retail food safety practices | |
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Develop product knowledge. | 1.1 | Develop product knowledge by accessing relevant sources of information. |
1.2 | Research and apply comparisons between products. | ||
1.3 | Read and interpret labels according to legislative requirements and store information. | ||
1.4 | Convey product information to other staff members as required. | ||
2 | Identify bakery products. | 2.1 | Identify store bakery product range according to product information. |
2.2 | Identify seasonal availability according to store information. | ||
3 | Recommend bakery products. | 3.1 | Evaluate bakery products and services according to customer requirements and store policy and procedures. |
3.2 | Discuss features and benefits with customer to create a buying environment. | ||
3.3 | On-sell specials, new lines and seasonal promotions, or offer complementary products to customers according to store policy. | ||
3.4 | Provide advice on bakery products for customers on request. | ||
3.5 | Offer customer alternative product or service or advice when requested item is not available. | ||
4 | Advise on bakery services. | 4.1 | Promote, quote on and arrange store retail bakery services for customers on request. |
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: ability to interpret 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 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 bakery products quality policy, including product, service, cleanliness and presentation allocated duties and responsibilities stock availability current retail bakery products and services available to customers specialist product knowledge, including: specialised products corresponding benefits of various products shelf life and use-by dates storage requirements ingredients contained in products basic dietary and nutritional aspects food additives flavour of various products uses and preparation methods basic production methods features and use of products corresponding or complementary products and services store and industry manuals and documentation (paper-based or computerised) procedures for taking customer orders buying and ordering procedures pricing requirements, including GST requirements other relevant policy and procedures relevant OHS requirements relevant legislative 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 bakery products consistently applies product knowledge to advise on and sell bakery products and services consistently applies store policy and procedures and industry codes of practice in regard to customer service and selling bakery products and services develops, maintains and conveys product knowledge to other staff as required consistently applies detailed and specialised product knowledge to provide accurate advice according to customer needs. |
Context of and specific resources for assessment | Assessment must ensure access to: a retail work environment sources of product information a range of bakery products 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. |
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: | bakery product identification preparation cooking methods, recipes and ingredients nutritional aspects seasonal availability handling and storage. |
Relevant sources of information may include: | store or supplier product manuals product profiles videos internet demonstrations self-paced learning programs labels store tours other staff. |
Comparisons between products may include: | product varieties nutritional and dietary aspects flavour texture ingredients shelf life cooking requirements price. |
Product information may include: | bakery product identification use preparation and convenience cooking methods and recipes nutritional information country of origin seasonal availability taste preferences flavours handling and storage conditions and shelf life. |
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. |
Product range may include: | bread lines sweet yeast products (buns, scrolls, donuts) pies and pizzas cakes (plain, cream, custard, fruit) pastry lines (sweet, savoury, custard, fruit) biscuits hot or cold items cooked or uncooked items par-baked or frozen iced and un-iced items. |
Customer requirements may be related to: | preferences health factors allergic reactions nutritional requirements cultural preferences price. |
Store policy and procedures in regard to: | selling bakery products interaction with customers quality assurance food safety ordering bakery products processing customer orders. |
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. |
Retail bakery services may include: | special occasion catering boardroom catering food delivery services cook to order services seasonal promotions. |
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.