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. Communicate face-to-face with customers.

1.1.Maintain a welcoming customer environment that reflects store branding and market position and is in line with store policy and procedures.

1.2.Greet customer warmly according to store policy and procedures.

1.3.Create effective service environment through verbal and non verbal interaction according to store policy and procedures.

1.4.Use questioning and active listening to determine customer needs.

1.5.Demonstrate confidentiality and tact.

2. Use technology to communicate with customers.

2.1.Answer telephone according to store procedures.

2.2.Use questioning and active listening to identify caller and establish and confirm requirements.

2.3.Use telephone system functions according to instructions.

2.4.Use email, social networking sites and other technologies to receive and process information and customer requests in line with store policy and procedures.

2.5.Record and promptly pass on messages or information.

2.6.Inform customer of any problems and relevant action being taken.

2.7.Perform follow-up action as necessary.

3. Communicate with customers and colleagues from diverse backgrounds.

3.1.Value and treat customers and colleagues from diverse backgrounds with respect and sensitivity.

3.2.Consider cultural differences in verbal and non verbal communication.

3.3.Use gestures or simple words to communicate where language barriers exist.

3.4.Obtain assistance from colleagues or supervisors when required to facilitate communications.

4. Work in a team.

4.1.Demonstrate a courteous and helpful manner at all times.

4.2.Complete allocated tasks willingly, according to set timeframes.

4.3.Actively seek or provide assistance by approaching other team members when difficulties arise.

4.4.Identify and use lines of communication with supervisors and peers according to store policy.

4.5.Encourage, acknowledge and act upon constructive feedback provided by other team members.

4.6.Use questioning to minimise misunderstandings.

4.7.Identify signs of potential workplace conflict wherever possible and take action to resolve the situation using open and respectful communication.

4.8.Participate in team problem solving.

5. Read and interpret retail documents.

5.1.Identify and list a range of retail documents.

5.2.Read and interpret information from a range of retail documents.

5.3.Demonstrate appropriate application of information contained in retail documentation.

Required skills

communication and interpersonal skills, including:

negotiating

questioning and listening

resolving conflict

using positive and inclusive language

literacy skills to:

read and interpret workplace documentation, such as store policies and procedures and retail documents

record messages

technology skills to operate information and communications technology, including:

email

social networking technology

telephone system

Required knowledge

functions and procedures for operating telephones and other communication equipment

goods and services provided by the store

location of store departments

store policy and procedures in regard to:

allocated duties and responsibilities

code of conduct, including sensitivity to diversity

internal and external customer contact

verbal and nonverbal presentation

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:

provides a welcoming environment by treating customers in a courteous and helpful manner

uses effective questioning and active listening techniques to communicate with customers, while maintaining an awareness of the need for discretion, tact and confidentiality

interprets and communicates information to customers, supervisors and peers both face-to-face and via other electronic communication equipment

accesses, comprehends and processes information according to store policy and procedures

follows routine instructions and seeks advice and assistance if required

participates actively and positively within a workplace team.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated retail work environment

relevant documentation, such as:

stock, inventory or price lists

lay-by, credit and product return slips

store policy and procedures manuals

a range of customers with different requirements

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:

SIRXCLM101 Organise and maintain work areas

SIRXICT001A Operate retail technology

SIRXIND101 Work effectively in a customer service environment

SIRXWHS101 Apply safe work practices.

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.

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 and procedures may relate to:

contact with customers

induction process

interaction with other team members

interaction with supervision and management

job descriptions and responsibilities.

Verbal and nonverbal interaction may occur with:

external customers

internal contacts, including management and other team members.

Questioning may involve the following communication techniques:

nonverbal communication

speaking clearly and concisely

using appropriate language

using open and inclusive language.

Information may include:

electronic media, such as email

observation

telephone

verbal feedback

written.

Colleagues may include:

fulltime, part-time, casual or contract staff

management

other staff members.

Diverse backgrounds refers to a range of characteristics, including:

age

cultural background

disabilities

family structure

gender

language

national origin

race

sexual preference

special needs.

Verbal and nonverbal communication may include:

body language, including facial expressions

reading and writing

speaking and listening.

Teams may include:

corporate team

small work team

store team.

Problem solving may be affected by:

resource implications

store policy and procedures.

Retail documents may include:

credit slips

lay-by slips

manufacturer instructions

planograms

product return slips

staff record forms

stock sheets

telephone message pads

timetables.