Application
This unit applies to frontline service personnel involved in selling either clothing or footwear. It requires the team member to demonstrate knowledge of the store merchandise range, the characteristics and care requirements of different materials and products, and complementary products. It further requires demonstrated ability to recommend or facilitate clothing alterations and repairs or shoe repairs where required. | |
Prerequisites
Nil | |
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Research store merchandise range. | 1.1 | Develop product knowledge by accessing relevant sources of information. |
1.2 | Identify store merchandise range according to relevant product information. | ||
1.3 | Clearly demonstrate knowledge of correlation between Australian UK, US and European sizing standards. | ||
1.4 | Demonstrate knowledge of correct measuring procedures, including where and how to measure. | ||
2 | Recommend clothing or footwear products. | 2.1 | Apply product knowledge to advise customers and other sales staff on available products and their characteristics. |
2.2 | Convey product care and cleaning specifications to customers. | ||
2.3 | Recommend options and complementaryproducts to meet customer requirements and considerations. | ||
3 | Measure and fit clothes or footwear. | 3.1 | Apply accurate and correct use of measuring tools. |
3.2 | Apply knowledge of Australian standard sizes to assist customers and other staff match products to body or foot shapes and assist buying decisions. | ||
3.3 | Identify variance between individual customers and standard sizing. | ||
3.4 | Operate and maintain fitting rooms or areas according to store security, merchandising and customer service procedures. | ||
4 | Advise on and arrange additional services. | 4.1 | Advise customers regarding alteration and repair services according to store policy. |
4.2 | Identify price and timeline for alterations and repairs and quote to customer where applicable. | ||
4.3 | Identify customer details and transcribe accurately to alterations form according to store procedures. | ||
4.4 | Record details of alterations according to store procedures. | ||
4.5 | Label and securely store items for alteration or repair according to 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 customers using measuring tools and methods for measuring and fitting clothes or shoes literacy skills in reading and understanding product labels and care instructions numeracy skills in the following areas: estimation of size and body or foot type and variation measuring accurately relation of Australian standard clothing or shoe sizes and US, UK and European equivalents. |
The following knowledge must be assessed as part of this unit: store procedures in regard to: sales and customer service methods of dealing with special needs or requests of customers customer complaints store alteration services and processes operation, maintenance and security of store fitting rooms or areas store product range, including types, properties, benefits and care of materials used Australian standard clothing or shoe sizes and their international equivalents common body or foot shapes and complementary clothing or footwear styles pricing procedures, including GST requirements relevant legislation and statutory requirements relevant industry codes of practice relevant OHS legislation and 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: continually updating and applying product knowledge to provide comprehensive advice to customers and staff consistently applying store procedures and in regard to sales and customer service consistently advising customers on complementary products using measuring tools correctly and accurately applying knowledge of Australian standard clothing or shoe sizes and variations advising on and arranging clothing alterations or shoe repairs and services according to store policy and procedures. |
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 clothing or shoe products a range of customers with different requirements measuring and fitting tools and techniques. |
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. |
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: | brand options brand sizing colour style fabrics or footwear characteristics, including: types finishes properties benefits and effects. |
Relevant sources of information may include: | store product manuals supplier product leaflets product representatives fashion magazines sporting magazines fashion shows websites designer and manufacturer representatives customer feedback. |
Store merchandise range may include: | ladies', men's, or children's clothing and accessories casual, professional, day or evening wear mix and match range ladies', men's or children's shoes sports shoes ladies' bags and purses men's bags and wallets shoe cleaners, polishes and accessories. |
Australian UK, US and European sizing standards may include: | clothing sizing shoe sizing. |
Customers may include: | people with routine or special requests people with special needs regular and new customers people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities. |
Complementary products may include: | matching items of clothing accessories, including: belts bags hats scarves stockings and socks gloves costume jewellery shoe treatments, creams and polishes. |
Customer requirements and considerations may include: | casual, professional, day or evening clothing or shoes colour preferences, style and theme durability, function, comfort and usage cost mix and match wardrobe existing wardrobe. |
Measuring tools may include: | measuring tapes foot sizing templates. |
Alteration and repair services may include: | referral to a third party for clothing alterations or repairs or shoe repairs pinning sleeves, shoulders, waist or hems on garments in preparation for alterations. |
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.