This unit involves providing advice to customers and other sales staff on a range of health and nutritional products and services, their characteristics, features, indications, contra-indications, technical information and storage requirements. Frontline service personnel perform these functions. | |
Nil | |
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Research and develop product knowledge. | 1.1 | Develop product knowledge by accessing relevant sources of information. |
1.2 | Research and apply comparisons between products. | ||
2 | Identify health and nutritional products. | 2.1 | Identify store health product range according to relevant product information. |
3 | Recommend health and nutritional products. | 3.1 | Apply product knowledge to advise customers and other members of staff on available products. |
3.2 | Convey product information according to legislative requirements to assist customers' purchase decisions. | ||
3.3 | Promote specials and new lines to customers according to store policy and procedures. | ||
3.4 | Recommend complementary products to clients according to store policy. | ||
4 | Advise on health and nutritional services. | 4.1 | Advise customers on store range of products, services and complementary therapy consultant services where applicable according to store policy and procedures. |
4.2 | Question customers to determine nature of problem and offer solutions according to nature of problem, available product information, and store policy. | ||
4.3 | Schedule appointments with complementary therapy consultant services, where applicable, according to availability of consultant and store procedures. | ||
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: develop and apply product knowledge by providing advice to customers and staff promote products and advise on health and nutritional 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 customers organising and providing health and nutritional services to customers handling customers with special dietary needs literacy skills in the following areas: reading and interpreting product labels reading and understanding store policy and procedures scheduling appointments where required numeracy skills in relation to pricing, estimating and weighing products. |
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 store health and nutritional product and service range, including new lines and seasonal promotions indications and contra-indications of health and nutritional products relevant industry codes of practice, including: advertising (Therapeutic Goods Administration) stock procurement and stock dispensing Complementary Healthcare Council of Australia (CHC) guidelines relevant legislation and statutory requirements Trade Practices and Fair Trading Acts. |
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 applies store policy and procedures that comply with consumer law and legislative requirements regarding the selling of health and nutritional products and services continually updates and applies product knowledge in regard to current store health products and services to provide comprehensive advice to customers and staff consistently advises customers and informs sales team members of major characteristics of store range of health products, including product type, purpose, features and benefits, price, basic production methods and storage requirements consistently advises customers on store health services available, and schedules appointments with complementary therapists where applicable. |
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 an appropriate range of health and nutritional products and services 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 a role play 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. 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. |
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: | type purpose basic production methods features and benefits price storage requirements shelf life indications for product use contra-indications for traditional and alternative medicines and treatments. |
Sources of information may include: | store or supplier product manuals brochures product labels internet designated staff product seminars. |
Comparisons between products may relate to: | features and benefits method of production price storage requirements and shelf life. |
Product range may include: | organic food and genetically modified organism (GMO) free nutritional supplements such as: vitamins, minerals, amino acids and other nutritional supplements herbs and homeopathic products cell salts food supplements sports supplements and drinks special dietary foods complementary medicines and therapies natural cosmetics health devices such as: water filters magnetic products crystals bulk, pre-packaged, refrigerated or fresh produce confectionery, snack foods and drinks books music. |
Customers may include: | those with routine or special requests, including dietary requirements regular and new customers people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities. |
Members of staff may include: | new or existing staff full-time, part-time or casual people with varying levels of language and literacy people from a range of cultural, social and ethnic backgrounds. |
Legislative requirements may include: | consumer law food safety regulations Trade Practices and Fair Trading Acts waste disposal hazardous substances and dangerous goods environmental protection pricing procedures, including GST requirements OHS privacy laws customs regulations. |
Policy and procedures in regard to: | selling health and nutritional products and services interaction with customers scheduling appointments. |
Complementary products may include: | herbal, homeopathic and aromatherapy products other natural and traditional remedies (e.g. Chinese, Ayurvedic, Bach flower essences) massage oils personal hygiene products natural make-up products. |
Sector | Cross-Sector |
Retail Product Knowledge | |
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. | |
Not applicable.