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. Deliver service to customers.

1.1.Communicate with customers in a professional, courteous manner according to store policy.

1.2.Meet customer needs and reasonable requests or refer to supervisor, according to store policy and legislative requirements.

1.3. Record customer details and information where necessary.

1.4.Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction.

1.5.Recognise and act upon opportunities to deliver additional levels of service beyond the customer’s immediate request.

1.6.Maintain contact with customer until sale is completed according to store policy.

1.7.Use verbal and non-verbal communication to develop rapport with customers during service delivery.

1.8.Encourage repeat customers by promotion of appropriate services or products according to store policy.

1.9.Farewell customer appropriately and courteously according to store policy.

2. Respond to customer complaints.

2.1.Convey a positive, helpful attitude to customers when handling complaints, according to store policy.

2.2.Handle complaints sensitively, courteously and with discretion.

2.3.Establish and confirm with customer nature of complaint by active listening and questioning.

2.4.Take action to resolve complaint to customer’s satisfaction wherever possible.

2.5.Promptly refer unresolved customer dissatisfaction or complaints to supervisor.

2.6.Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customer according to store policy.

2.7.Complete documentation regarding customer dissatisfaction or complaints accurately and legibly.

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

3. Receive and process sales orders.

3.1.Record customer details and information accurately.

3.2.Promptly refer customers to appropriate area as required.

3.3.Provide customers with information in clear, concise manner.

3.4.Process, record and act upon sales orders according to store policy.

3.5.Process customer returns or refunds according to store policy and procedures.

4. Identify special customer requirements.

4.1.Promptly identify customers with special needs or requirements by observation and questioning.

4.2.Verbally and non-verbally convey a willingness to assist.

4.3.Promptly service, refer or redirect customers’ needs as required.

Required skills

communication and interpersonal skills to:

build rapport and understanding

clarify and feed back information

deal with difficult customers

listen to customers’ needs

negotiate with and persuade customers to buy

promote products and services

respond to complaints effectively and politely

literacy and numeracy skills to:

calculate costs and discounts

document sales, stock and delivery information

follow procedures for recording customer orders that are placed in person, by telephone or by electronic means

handle legal tender

take messages in person or by telephone

write records of complaints

weigh and measure goods

observation and analysis skills to anticipate customer behaviour

self-management skills to follow set routines and procedures

Required knowledge

add-on selling concepts

conflict-resolution strategies

functions and procedures for operating the store telephone system and other communication equipment, and the relevant numbers

greeting and farewelling techniques

location of store departments

merchandise and service range of store departments

non-verbal cues indicating customer behaviour

questioning and active listening techniques

relevant legislation and statutory requirements, including work health and safety (WHS)

store policy and procedures in regard to:

customer service

dealing with customer complaints

allocated duties and responsibilities

customer returns and refunds

lay-by, gift voucher and rain-check procedures

strategies for handling difficult or abusive customers

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:

accesses, records and processes sales orders accurately and responsibly, according to store policy and procedures

identifies the nature of customer complaints, resolves complaints and provides service to customers according to store policies

collaboratively works within a team to meet customers’ needs

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

provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure

uses effective questioning, active listening and observation skills to identify special customer requirements.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated retail work environment

relevant documentation, such as:

sales order forms

complaint and return forms

stock, inventory and price lists

store policy and procedures manuals

a range of customers with different requirements

point-of-sale equipment and materials

a communication system or a range of communication equipment.

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

role play

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.

Guidance information for assessment

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

SIRXCCS201 Apply point-of-sale handling procedures

SIRXFIN201 Balance and secure point-of-sale terminal

SIRXINV001A Perform stock control procedures

SIRXRSK201 Minimise loss.

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.

Communication techniques may include:

face-to-face or telephone contact with customers

nonverbal communication

speaking clearly and concisely

using appropriate language

using open and inclusive language.

Customers may include:

customers with routine or special requests

internal and external contacts

new or repeat contacts

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities.

Store policy may relate to:

cash handling

customer service

dealing with customer complaints

processing sales orders.

Customer needs may include:

information regarding store facilities and services

location of specific items within the store

product information

returns or refunds.

Legislative requirements may include:

liquor licensing regulations

lottery legislation

sale of second-hand goods

sale of X and R-rated products

tobacco laws

Trade Practices Act

trading hours

transport, storage and handling of goods.

Service may include:

all store activities

internal and external customers

follow-up in event of delays in service provision.

Complaints may relate to:

prices

products

service.

Follow-up action may require:

communication with:

customers

staff

supervisors and management

suppliers

recommendations to supervisor regarding policy and procedure development or alteration.