• SIRRRPK012A - Recommend business and leisure products and services

SIRRRPK012A
Recommend business and leisure products and services

This unit describes the performance outcomes, skills and knowledge required to recommend business or leisure products and services to customers.

Application

This unit applies to frontline service personnel involved in selling business or leisure products. It requires the team member to demonstrate knowledge of the store merchandise range, the technical and functional characteristics and care requirements of different products and complementary products. It requires demonstrated ability to facilitate advise on warranty claims and product and equipment service and repairs.


Prerequisites

Nil


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1

Research store business or leisure product range.

1.1

Develop product knowledge by accessing relevant sources of information.

1.2

Identify products according to relevant product information.

1.3

Develop knowledge and application of manufacturer technical information.

1.4

Demonstrate and show store products to customer according to store policy.

2

Recommend business and leisure products.

2.1

Identify customer requirements through questioning and active listening.

2.2

Identify and evaluate store merchandise relevant to customer requirements.

2.3

Convey technical features and benefits from manufacturer specifications to assist customers buying decisions.

2.4

Demonstrate or explain product application to customers in a systematic manner as required to create a buying environment.

2.5

Apply correct measuring, fitting and sizing procedures where relevant to the store product range.

3

Advise on product warranties.

3.1

Clearly explain comparisons between product and manufacturer warranties to customers.

3.2

Access relevant sources of information and explain individual product warranty terms and conditions 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

Negotiate price and payment options.

4.1

Convey store recommended retail pricing for various brand options to customers according to store procedures and legislative requirements.

4.2

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

4.3

Convey store payment options to customers and negotiate customer preferred options according to store procedures.

5

Advise on and arrange product warranty claims, service and repairs.

5.1

Identify warranty, service and repairs process, and accurately describe to customers as required according to store procedures.

5.2

Determine the nature of customer product warranty claims and service or repair requests through questioning and product observation.

5.3

Identify price and timelines for warranty and basic service and repairs and quote to customer where applicable.

5.4

Identify customer details and accurately transcribe to warranty and repair forms according to store procedures and legal requirements.

5.5

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

5.6

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

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, 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

measuring and fitting customers for store products and equipment where relevant to the product range

operating store products and equipment where relevant to the product range

literacy skills in regard to reading and interpreting product specifications

numeracy skills in regard to:

handling money

using measuring equipment where relevant to the store product range.

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

manufacturer technical information relating to the store product range

store service and repair facilities.

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 updates and applies product knowledge to provide comprehensive advice to customers and staff, including technical information

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 of quality, design features, benefits and operation and performance characteristics of products in store merchandise range

advises on stock availability and warranties and price and payment options

applies problem solving strategies to assist customers with product and equipment faults

advises on, negotiates and arranges equipment services and repairs 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 business or leisure products merchandise range

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.


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:

operation and use

quality

brand options

product and design features

manufacturing process

country of manufacture

price

technical information.

Relevant sources of information may include:

supplier product leaflets

store product manuals

sales representatives

internet

warranty information

customer feedback

staff members

contacting suppliers direct.

Relevant product information may include:

operation and use

quality

brand options

product and design features

manufacturing process

country of manufacture

price

technical information.

Customers may include:

people with routine or special requests

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

Store merchandise range may include:

cameras or photographic equipment, including:

compacts, focus free and fixed, auto-focus, twin-lens and zoom, digital

lens systems, including single lens reflex (SLR), interchangeable lens, auto and manual focus

electronic flash

advanced photo systems

video cameras

photographic equipment accessories

books, manuals, albums, frames, photo processing supplies, binoculars and telescopes

computer products, including:

word processing, spreadsheet, games, graphics, database

corporate, business, entertainment or educational applications

computers

monitors of varying size, resolution (digital and analogue, LCD and CRT)

printers

scanners

types of mouse

modems

fax machines

operating systems

computer accessories, such as memory upgrades, video cards, sound cards, CDs, paper and printer

supplies, cords, cables and fittings

hard goods, gear and accessories for team sports

equipment, gear and accessories for individual sports, including:

fishing or water sports

climbing

hiking

exercise and weight training

skiing

cycling, skateboarding and rollerblading

gas equipment and fittings

camping equipment and gear

sporting equipment and clothing

toy products, including:

hobbies and models

electronics and computerised games (hand-held, console, CD-ROM)

games and puzzles

educational toys and books

musical toys

dolls

costumes and accessories

plush and soft toys

indoor and outdoor play and sporting equipment

art and craft

beach and pool toys

ride on toys and equipment

action toys and equipment

spare parts and accessories

music and audio products, including:

specialist musical instruments

hi-fis, radios, walkmans and MP3 players

pre recorded music

accessories

books and manuals

sheet music

second-hand goods

audiovisual and entertainment products, including:

televisions, video projectors and PC/TV

video recorders, DVD players, DVD recorders and set top boxes

home theatre systems

portable multimedia players

car audio equipment

video cameras

portable audio equipment

recorded DVDs, videos, games and other media

blank media, software, spare parts and accessories

whitegoods, including:

refrigerators, wine chillers and freezers

clothes dryers

washing machines

ovens, ranges, cooktops and rangehoods

microwave ovens

dishwashers

small appliances, including:

toasters and toaster ovens

vacuum cleaners and floorcare appliances

electric barbecues, grills

electric frypans, skillets, deep fryers, woks, slow cookers, steamers, rice cookers, sandwich makers, toasters, waffle makes, crepe makers and other cooking appliances

electric jugs, kettles, urns, coffee makers, juicers, beverage makers and chillers and other beverage appliances

food processors, mixers, blenders, choppers and other food preparation appliances

irons, clothes presses and appliances

electric knives, can openers and other convenience appliances

hair dryers, curling wands, straightening irons and other personal grooming appliances

electric massagers, foot spas and other self-care appliances.

Product application may include:

operation of specific computer hardware or software applications

differences in application of sporting products

merchandise test runs offered to customers to enhance buying decisions

operation of music and audio equipment.

Correct measuring, fitting and sizing procedures may include:

allowing for correlation between Australian, UK, US and European sizing standards

clothing sizing

shoe sizing

matching weight and size of sporting equipment to customer's body weight and size.

Individual product warranty terms may include:

manufacturer warranties

extended or promotional warranties

specific conditions for hardware and software.

Legislative requirements may include:

consumer law

OHS

environmental protection

pricing procedures, including GST requirements

sale of second-hand goods

industry codes of practice

Trade Practices and Fair Trading Acts

hazardous substances and dangerous goods.

Service repairs process may include:

repairs under warranty

fault diagnosis

service and repairs in-house

referring service and repairs to a third party

camera service and repairs

computer hardware service and repairs

sporting goods service and repairs

toy products service and repairs

musical and audio equipment service and repairs.


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.