Application
This unit involves the application of specialised product knowledge to provide accurate advice to customers and other sales staff on jewellery products and repairs, including watches, and semi-precious and precious metals, gemstones and jewels while protecting the security of store stock and customers' personal jewellery. Frontline service personnel are responsible for these functions. | |
Prerequisites
Nil | |
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Research store product range. | 1.1 | Develop product knowledge by accessing relevant sources of information. |
1.2 | Identify store product range according to relevant product information. | ||
1.3 | Identify gemstones and jewels according to relevant product information. | ||
1.4 | Identify metals according to relevant product information. | ||
1.5 | Identify watches according to relevant product information. | ||
2 | Recommend specialised jewellery products. | 2.1 | Identify customer lifestyle and needs. |
2.2 | Apply specialised product knowledge to accurately advise customers and other staff on jewellery products. | ||
2.3 | Demonstrate features and benefits of jewellery products to customers to create a buying environment. | ||
2.4 | Supply accurate statement of product to customer according to legislative requirements and the Jewellery and Timepieces Industry Code. | ||
3 | Advise on jewellery product warranties. | 3.1 | Clearly explain comparisons between product and manufacturer warranty terms to customer. |
3.2 | Consult relevant sources of information to confirm and convey individual product warranty terms and conditions to customers. | ||
3.3 | Provide customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures. | ||
4 | Protect stock. | 4.1 | Regularly clean and polish stock according to manufacturer care instructions and store procedures. |
4.2 | Handle stock with care to prevent damage or breakage according to store procedures. | ||
4.3 | Replace stock in designated location immediately after showing. | ||
4.4 | Ensure display units are locked at all times. | ||
4.5 | Show fine jewellery one item at time, and immediately replace in designated location according to store procedures. | ||
4.6 | Maintain vigilance in regard to stock observation according to store procedures. | ||
4.7 | Observe procedures for transfer of stock between safe and display units according to store security procedures. | ||
4.8 | Maintain confidentiality in regard to store security procedures at all times. | ||
4.9 | Open and close premises, including setting and de-arming alarms, according to store security procedures. | ||
4.10 | Maintain security of keys, safe combinations and alarm codes according to store security procedures. | ||
5 | Advise on and arrange services and repairs. | 5.1 | Identify and accurately describe service or repair process to customer. |
5.2 | Identify and quote price and timelines for basic service and repairs to customer where applicable. | ||
5.3 | Identify customer requirements in regard to remaking or redesign of jewellery, and evaluate and convey alternatives to customer according to store policy. | ||
5.4 | Transcribe customer details to repair form according to store policy and legislative requirements. | ||
5.5 | Identify and accurately describe item for repair, including agreed value, according to store policy and legislative requirements. | ||
5.6 | Label and securely store item for repair according to store policy. | ||
5.7 | Perform watch, battery or band replacement as required without damage to product and 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 methods for performing jewellery, watch and watch band repairs literacy skills in the following areas: reading and understanding product information reading and understanding product warranties and guarantees reading and understanding store policy and procedures numeracy skills in regard to: calculating and quoting repair and service prices understanding and applying gemstone quality and value. |
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 and requests of customers customer complaints store product handling, display and security, including showing stock, locking counters and windows, storage of goods store jewellery and watch repair services store jewellery product range, including: basic recognition of jewels and gemstones, their names, quality, storage and care requirements identification of common metals used in jewellery and their names, type, metal carat content and stamping comparisons between watch styles and brands, including their compliance or non-compliance with regard to water resistance standard product and manufacturer warranty terms and conditions relevant legislation and statutory requirements relevant industry codes of practice, including Jewellery and Timepieces Industry Code. |
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 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 advises customers and informs sales team members of store product range, including the names and appearance of jewels and gemstones, precious and non-precious metals and a range of watches applies store security procedures with regard to the handling and protection of stock advises on, arranges for and performs store jewellery services, internal and external, including repairs, according to store policy and procedures. |
Context of and specific resources for assessment | Assessment must ensure access to: a retail work environment relevant documentation, such as: store policy and procedures manuals industry codes of practice and relevant legislation manufacturer warranties an appropriate range of jewellery products a range of customers with different requirements appropriate tools and equipment to perform services, such as jewellery and repairing bands and replacing watch batteries according to store policy and procedures. |
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. |
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: | gemstone, metal and watch identification manufacturing process origin composition of base products and materials carat weight jewellery and watch handling and storage. |
Relevant sources of information may include: | store or supplier product manuals product leaflets sales representatives technical or design staff internet customer feedback store warranty information product warranty manuals designated staff members contacting suppliers direct. |
Product range may include: | jewellery, including: rings necklaces bracelets chains brooches earrings watches clocks silver plate fine porcelain glassware giftware. |
Product information may include: | manufacturing process composition of base products and materials quality design features price range types and brands suppliers features storage and care requirements warranties wearing capacity metal content metal carat content stamping complementary or add-on products water resistance of various watches name of stone faceting origin. |
Gemstones and jewels may include: | precious or semi-precious natural organic or synthetic. |
Metals may include: | precious or non-precious plated. |
Watches may include: | analogue digital battery operated manual automatic wind-up water resistant. |
Customers may include: | those with routine or special requests regular and new customers 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. |
Legislative requirements may include: | OHS consumer law Trade Practices and Fair Trading Acts industry codes of practice sale of second-hand goods. |
Comparisons between product and manufacturer warranty terms may relate to: | features benefits limitations duration warranty cost, where applicable. |
Store policy and procedures in regard to: | selling jewellery products and services processing items for service and repair security of stock. |
Designated location may include: | display unit promotional display secure storage. |
Display units may include: | secured or unsecured units counter displays lit or rotating displays cabinets shelves windows. |
Store service range may include: | jewellery repairs and cleaning jewellery resizing jewellery remodelling valuation watch cleaning and repairs performed on or off the premises. |
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.