Element

Performance criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Demonstrate knowledge of product range.

1.1.Identify product and service range.

1.2.Demonstrate knowledge of location of product range.

1.3.Operate inventory system.

1.4.Develop product knowledge by accessing relevant sources of information.

1.5.Develop knowledge and application of manufacturer technical information and specifications of product range.

1.6.Research comparisons between products and services and communicate product information.

1.7.Convey product information to customers and other staff members as required and in line with organisational policies and procedures.

2. Advise on products and services to meet customer requirements.

2.1.Identify and evaluate customer requirements to provide advice on product suitability to assist buying decisions.

2.2.Determine suitability of products and materials according to customer requirements and manufacturer specifications.

2.3.Provide accurate advice on product specifications to meet customer requirements according to relevant legislation.

2.4.Convey features and benefits of products to customers to assist buying decisions.

2.5.Demonstrate or explain use and operation of products to customers in a systematic manner as required to create a buying environment and in line with organisational policies and procedures.

2.6.Apply correct measuring, fitting or sizing procedures as relevant to the product.

2.7.Explain relevant maintenance and care requirements of product to customer.

2.8.Clearly explain to customer safety features and safe usage relevant to the product.

2.9.Maximise sales opportunities by use of add-on and complementary sales techniques.

2.10.Estimate quantities of product required and communicate to customer.

3. Advise on product warranties.

3.1.Clearly explain to customer comparisons between product and manufacturer warranty terms.

3.2.Confirm and convey individual product warranty terms and conditions to customer by accessing relevant sources of information.

3.3.Provide customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to legislative requirements and organisational policy and procedures.

4. Quote on price and payment options.

4.1.Calculate organisation-recommended pricing for various product and service options and convey to customer according to legislative requirements.

4.2.Negotiate individual product prices where appropriate according to pricing determinants and organisational policy.

4.3.Convey payment and credit options to customer and negotiate a preferred option following organisational procedures.

5. Advise on and arrange product service and repair.

5.1.Advise customer on range of service and repairs according to organisational policy and procedures.

5.2.Question and actively listen to customer to determine nature of problem.

5.3.Complete diagnosis of problem in terms of operator and equipment faults.

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

5.5.Identify service and repair process and communicate to customer according to company and enterprise policy.

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

5.7.Identify customer details and transcribe to service report according to organisational procedures and legislative requirements.

5.8.Label and securely store item for repair according to organisational policy.

5.9.Organise service according to availability, customer requirements and legislative requirements.

5.10.Notify customer without undue delay on completion of service and repair.

5.11.Take follow-up action as necessary to ensure customer satisfaction.

Required skills

communication and interpersonal skills to:

apply product knowledge by providing information and advice to customers and staff

ask questions in order to identify and confirm requirements

handle customers with special needs, including difficult or abusive customers

interpret and apply non-verbal cues

make recommendations and advise on warranties and product service and repair through clear and direct communication

respond to customer needs and respect cultural differences

literacy and numeracy skills to:

advise and negotiate price and payment options

measure and estimate accurately

read and interpret warranties

read and interpret product information and specifications

read and interpret store policy and procedures

write order specifications and delivery details

Required knowledge

manufacturer technical information

organisational policy and procedures in regard to:

customer complaints

methods of dealing with special needs and requests of customers

price negotiation and payment options

returns and warranty claims

sales and customer service, up-selling and on-selling

services and repairs

organisation’s product range

manufacturer technical information

pricing procedures, including GST requirements

product and manufacturer warranty terms and conditions

relevant industry codes of practice, legislation and statutory requirements relating to the recommendation of specialised products and services

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

updates and applies product knowledge to provide comprehensive advice to customers and staff, including technical information and advice on warranties and insurance policies where applicable

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

advises customers and informs sales team members of organisation’s range of products, their features and benefits, performance, complementary products, product availability and warranties

advises customers and sales team members on operation, storage and use of products

estimates and quotes on quantities of product required, as relevant to the product and customer requirements

negotiates and administers price and payment options with customers as per organisational policy and procedures

advises on and arranges for internal and external organisation services, including repairs, according to organisational policy and procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated retail work environment

relevant sources of product information

relevant documentation, such as:

organisational policy and procedures manuals

industry codes of practice and relevant legislation

organisational inventory

an appropriate range of products

a range of customers with different requirements.

Method 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

customer feedback

written or verbal answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included.

Service range may include:

delivery

finance options

installation

insurance facilities

material measuring and cutting

product service and repairs.

Inventory system may be:

centralised

electronic

manual.

Product knowledge may include:

accessories

age suitability and rating

available styles, sizes and colour range

brand options

component parts

country of manufacture

design features

durability

energy efficiency

environmental considerations and recycled products

health and hygiene

manufacturing process and construction

materials, ingredients and composition

operation

performance

price

quality

safety features and toxicity

storage and care requirements

supply and availability

sustainability characteristics, such as:

recyclable

non-toxic

warranties

workmanship.

Relevant sources of information may include:

catalogues

contacting suppliers direct

customer feedback

designated staff members

internet

manufacturer brochures and specifications

organisation or trade product manuals

supplier product leaflets

trade shows.

Customers may include:

individuals or organisations

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities

people with routine or special requests

people with special needs

regular and new customers.

Customer requirements may include:

age suitability

colour preferences and style

culture and ethnicity

durability, function and usage

existing skills and knowledge

fashion and preferences

health factors

interests

lifestyle

price

size

usage requirements.

Relevant legislation may relate to:

censorship, licensing and copyright laws relevant to the retail sales environment

customs regulations

industry codes of practice

work health and safety (WHS)

pricing procedures, including GST requirements

privacy laws

sale of second-hand goods

Australian consumer law relevant to the retail sales environment.

Comparisons between product and manufacturer warranty terms may relate to:

benefits

duration

features

limitations

price, where applicable.

Organisational policy and proceduresmay include:

interaction with customers

processing items for service and repair

selling specialised products and services.

Negotiating individual product pricesmay include:

adding value to purchase

bulk discounts

individual discounts

price matching.

Diagnosis of problem may occur:

by electronic or postal correspondence

by telephone

face-to-face.

Follow-up action may occur:

by appointment

by electronic or postal correspondence

by telephone

face-to-face

formally or informally.