This unit involves the application of knowledge of the store home and home improvement product range to provide advice to customers and other sales team staff with regard to features and benefits, product availability and price, and advice on services available. Frontline service personnel are responsible for these functions.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Research store product range.

1.1

Develop product knowledge by accessing relevant sources of information.

1.2

Identify storeproductrange according to relevant product information.

2

Recommend home and home improvement products.

2.1

Identify relevant products to meet expressed customer requirements to assist their buying decisions.

2.2

Demonstrate features and benefits of products to customers to create a buying environment.

2.3

Convey technical features and benefits as outlined in manufacturer specifications.

3

Advise on product warranties.

3.1

Clearly explain comparisons between product and manufacturer warranty terms to customers.

3.2

Confirm individual product warranty terms and by accessing relevant sources of information and accurately conveying to customers.

3.3

Provide customers with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures.

4

Estimate quantities and order product.

4.1

Estimatearea and product quantities, where required, based on manufacturer specifications, plan provided or customer needs.

4.2

Arrange for area measurement where indicated by product type and according to store procedures.

4.3

Calculate cost to customers and prepare quotes according to store policy and procedures.

4.4

Order product and arrange customer pick-up and delivery or installation where required.

4.5

Provide customers with accurate information regarding product availability, delivery and installation procedures as required, including date and time of delivery.

4.6

Notify customers promptly of any undue delays regarding completion, supply or installation of products.

5

Negotiate price and payment options.

5.1

Convey store recommended retail pricing for various brand options accurately conveyed to customers according to legislative requirements.

5.2

Negotiate individual product prices according to store policy where necessary to achieve sales.

5.3

Convey store payment options to customers and negotiate preferred option following store procedures.

6

Advise on and arrange product service and repair.

6.1

Diagnose problem in terms of operator and equipment faults by observation, customer questioning and accessing manufacturer information.

6.2

Offer solutions according to nature of problem, available product information and store policy.

6.3

Identify and accurately describe service and repair process to customers, as required, according to store policy.

6.4

Prepare and supply quotations and timelines to customers for basic service and repairs.

6.5

Identify and accurately transcribe customer details to repair form according to store procedures.

6.6

Label and securely store items for repair according to store policy.

6.7

Notify customers without undue delay on completion of service and repair.

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, including advice on warranties and product service and repair

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

demonstrating product features and operation

negotiation skills

using and applying technology required to demonstrate operation of store product range

literacy skills in the following areas:

reading and understanding product information

reading and understanding product warranties and guarantees

numeracy skills in regard to:

advising and negotiating price and payment options

measuring and estimating accurately

metric and imperial measuring scales

techniques and procedures for measuring surface areas

estimating from architects or builders plans.

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 pricing and payment and warranty terms and conditions

store product service and repair policy and procedures

store home and home improvement product range

design and technical information and features and function and operation of store product range

quality, energy efficiency and environmental considerations of products

pricing procedures, including GST requirements

relevant industry codes of practice.

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 other sales team members

understands and applies available product information when providing advice to customers

consistently applies store policy and procedures and industry codes of practice in regard to sales and customer service procedures

advises customers and informs other sales team members on store home and home improvement products in the store merchandise range. Advises customers and other sales team members on store merchandise range warranties and store pricing and payment options.

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 home and home improvement products

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

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.

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:

function

brand and product options

warranties

quality

accessories

component parts

storage and operation

design features

style

available colour range

manufacturing process

price

partner or complementary products

country of manufacture

energy efficiency

safety features, including flammability

environmental considerations

materials and fibre types

construction of products

care and maintenance requirements

stain and dirt resistance

product performance

colour fastness, colour fading properties

availability.

Relevant sources of information may include:

supplier product leaflets

store product manuals

energy rating information

warranty information

internet

trade shows

customer feedback

consulting store information

designated staff members

contacting suppliers direct.

Store product range may include:

home and home improvement products

furniture products

floor covering products and services

kitchen and bathroom renovation products

hardware products

home gardening products

soft furnishings

manchester

haberdashery.

Customer requirements may include:

usage requirements

lifestyle

price range.

Features and benefits of products may include:

product type

product performance features

product durability

function

warranties

quality

design aspects of colour and texture feel

thickness and weight of furnishing fabrics

acoustic and thermal insulation properties of materials

manufacturing process

price

country of manufacture

energy efficiency

environmental considerations.

Customers may include:

new and existing customers

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities

customers with routine or special needs.

Estimatingarea and product quantities may include:

using measuring tools

using a calculator

estimating from builders' and architects' plans

on-site measuring

estimating based on measurements provided by customer

making allowances for pattern matching

estimating linear or volume-based quantities.

Store policy and procedures may include:

policy and procedures relating to sales, payment and credit options, store reward schemes and customer service.

Sector

Retail

Product Knowledge

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.