Application
This unit applies to frontline service personnel. It involves researching store liquor range, and providing advice to customers and other sales staff on a range of liquor products, their characteristics, storage and serving. It also includes the application of current legislation governing the sale of liquor. | |
Prerequisites
Nil | |
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Research store liquor range. | 1.1 | Develop product knowledge by accessing relevant sources of information. |
1.2 | Identify store liquor range. | ||
2 | Recommend liquor products. | 2.1 | Apply product knowledge to advise customers and other staff on available liquor products. |
2.2 | Convey wine information to customers. | ||
2.3 | Advise customers regarding available range of beers, their shelf life and alcohol content. | ||
2.4 | Identify spirits, liqueurs and mixers according to product information to assist customer purchasing decisions. | ||
2.5 | Promote house brands, specials and new lines to customers according to store policy and procedures. | ||
2.6 | Promote, quote on and arrange store services for customers on request. | ||
3 | Adhere to liquor licensing requirements. | 3.1 | Request proof of age and refuse service if applicable. |
3.2 | Identify intoxicated customers and refuse service according to store policy and legislative requirements. | ||
3.3 | Observe store trading hours and maintain records of purchases according to liquor licensing requirements and store policy. | ||
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: 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 handling customers with special needs, including difficult or abusive, intoxicated and under-age customers organising and providing liquor services to customers literacy skills in regard to: reading and understanding product information reading and understanding store policy and procedures 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: sales and customer service methods of dealing with special needs or requests of customers customer complaints the sale of liquor products allocated duties and responsibilities stock availability store liquor product range, including specials, house lines, new lines and seasonal promotions store product services relevant industry codes of practice relevant OHS legislation and codes of practice relevant state or territory legislation and statutory requirements, including: consumer law liquor licensing requirements proof of age store trading hours. |
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: continually updates and applies product knowledge about current store liquor products contained in store manuals and manufacturer product labels to provide comprehensive advice to customers and staff consistently applies store policy and procedures and industry codes of practice in regard to sales and customer service procedures and store trading hours understands and applies store policy and procedures and consumer law and liquor licensing requirements, including record keeping advises customers and informs sales team members of major characteristics of store range of liquor products, including style, type, fermentation method, regional vintages and their characteristics, basic production methods and storage requirements advises customers on store liquor services available to customers, including home delivery. |
Context of and specific resources for assessment | Assessment must ensure access to: a retail work environment relevant sources of product information relevant documentation, such as: store policy and procedures manuals industry codes of practice and relevant legislation OHS legislation and codes of practice an appropriate range of liquor products and services a range of customers with different requirements. |
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. Assessment with the co-requisite unit of competency SITHFAB009A Provide responsible service of alcohol, unless previously completed, is required. Holistic assessment with other units relevant to the industry sector, workplace and job role is also recommended. |
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: | liquor product identification uses for liquor products basic production method alcohol content handling and storage. |
Relevant sources of information may include: | store or supplier product manuals sales representatives videos tastings product labels wine shows internet other staff. |
Store liquor range may include: | wines spirits beers liqueurs premixed drinks mixers local goods imported goods. |
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. |
Other staff may include: | new or existing staff people with varying levels of language and literacy people from a range of cultural, social and ethnic backgrounds. |
Wine information may include: | style grape variety region vintages fermentation method storage requirements wine and food combinations. |
Spirits, liqueurs and mixers may be differentiated by: | style type regional vintages brands basic production methods price. |
Product information may include: | brand type style basic production methods regional origin vintages features price. |
Store policy and procedures in regard to: | selling liquor products interaction with customers processing customer orders. |
Store services may include: | special occasion catering tastings hire or loan of glassware and other accessories liquor delivery. |
Legislative requirements may include: | consumer law liquor licensing requirements proof of age store trading hours. |
Sectors
Sector | Retail |
Competency Field
Product Knowledge | |
Co-Requisites
SITHFAB009A Provide responsible service of alcohol. | |
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.