This unit applies to frontline service personnel. It requires the team member to demonstrate the ability to operate a range of point-of-sale equipment in order to complete sales, returns and exchange transactions according to store policies, and process a number of methods of payment. It further requires the demonstrated ability to package and arrange transportation for goods where required.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Operate point-of-sale equipment.

1.1

Operate point-of-sale equipment according to design specifications.

1.2

Open and close point-of-sale terminal according to store policy and procedures.

1.3

Clear point-of-sale terminal and transfer tender according to store procedure.

1.4

Handle cash according to store security procedures.

1.5

Maintain supplies of change in point-of-sale terminal according to store policy.

1.6

Attend active point-of-sale terminals according to store policy.

1.7

Complete records for transaction errors according to store policy.

1.8

Maintain adequate supplies of dockets, vouchers and point-of-sale documents.

1.9

Inform customers of delays in the point-of-sale operation.

2

Use numbers in the workplace.

2.1

Accurately list a range of possible retail workplace numerical problems.

2.2

Collect numerical information from various sources and calculate accurately with or without the use of a calculator.

3

Perform point-of-sale transactions.

3.1

Complete point-of-sale transactions according to store policy.

3.2

Identify and apply store procedures in respect of cash and non-cash transactions.

3.3

Identify and apply store procedures in regard to exchanges and returns.

3.4

Move goods through point-of-sale area efficiently and with attention to fragility and packaging.

3.5

Accurately enter information entered into point-of-sale equipment.

3.6

State price or total and amount of cash received verbally to customer.

3.7

Tender correct change.

4

Complete sales.

4.1

Complete customer order forms, invoices and receipts accurately.

4.2

Accurately identify and process customer delivery requirements according to set timeframes.

4.3

Process sales transactions or direct customers to point-of-sale terminals according to store policy without undue delay.

5

Wrap and pack goods.

5.1

Maintain and request adequate supplies of wrapping and packaging materials.

5.2

Select appropriate wrapping or packaging material.

5.3

Wrap merchandise neatly and effectively where required.

5.4

Pack items safely to avoid damage in transit, and attach labels where required.

5.5

Arrange transfer of merchandise for parcel pick-up or other delivery methods if required.

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:

following set routines and procedures

interpersonal communication skills to:

inform customers of delays

state price or total and amount of cash received

request adequate supplies of wrapping material or bags through clear and direct communication

ask questions to identify and confirm requirements

share information

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

questioning and active listening

dealing with different types of transactions

wrapping and packing techniques

store bag checking procedures

merchandise handling techniques

literacy skills in regard to sales and delivery documentation

numeracy skills in regard to rendering change.

The following knowledge must be assessed as part of this unit:

store policy and procedures in relation to:

customer service

point-of-sale transactions

allocated duties and responsibilities

exchanges and returns

handling, packing and wrapping of goods or merchandise

the range of services provided by the store

stock availability

relevant legislation and statutory requirements, including:

Trade Practices Act and consumer law

industry codes of practice

OHS

cash and non-cash handling procedures, including:

opening and closing point-of-sale terminal

clearance of terminal and transference of tender

maintenance of cash float

tendering of change

counting cash

calculating non-cash documents

balancing point-of-sale equipment

recording takings

security of cash and non-cash transactions

change required and denominations of change

numeracy skills in regard to workplace functions:

addition

subtraction

multiplication

division

percentages

use of a calculator

functions and procedures for operating point-of-sale equipment, including:

registers

numerical display board

calculators

electronic scales

scanners.

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:

consistently operates point-of-sale equipment according to manufacturer instructions and store policy and procedures

consistently applies store policy and procedures in regard to cash handling and point-of-sale transactions

interprets, calculates and records numerical information accurately

processes sales transaction information responsibly and accurately according to store policy and procedures

constantly applies store policy and procedures in regard to the handling, packing, wrapping and delivery of goods or merchandise.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

stock, inventory and price lists

financial transaction dockets and slips

lay-by, credit and product return slips

store policy and procedures manuals

a range of point-of-sale equipment.

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

a role play

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, for example:

SIRXRSK001A Minimise theft

SIRXCCS002A Interact with customers

SIRXINV001A Perform stock control procedures

SIRXFIN001A Balance point-of-sale terminal.

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.

Point-of-sale equipment may include:

cash register

cash drawer

scanner

EFTPOS terminal

electronic scales

security tagging

numerical display board.

Store policy and procedures in regard to:

operation of point-of-sale equipment

security

sales transactions

handling techniques of stock

financial transactions

cash handling.

Point-of-sale documents may include:

order forms

lay-by slips

credit slips

product return slips

message pads

promotional materials.

Customers may include:

new or repeat contacts

internal and external contacts

customers with routine or special requests

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

Numerical problems may include:

calculations of cash amounts and change

addition and subtraction

multiplication and division

percentages

measurement

estimation of quantities.

Point-of-sale transactions may include:

EFTPOS

cheques

travellers cheques

credit cards and store cards

smart cards

lay-by

returns

exchanges

gift vouchers.

Wrapping and packaging materials may include:

boxes

bags

paper

bubble wrap

gift wrapping

adhesive tape

ribbon

string.

Delivery methods may include:

parcel pick-up

post or express post

courier

freight

domestic or international delivery.

Sector

Cross-Sector

Client and Customer Service

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.