This unit requires the team member to develop and maintain excellence in sales and service delivery by ensuring the provision of a well-resourced working environment for fellow staff. The team member is required to proactively pursue the continuous improvement of operations by seeking, evaluating and reporting feedback from customers and colleagues on sales and service delivery and working conditions; and locating and negotiating adequate supply of stock and other necessary resources in accordance with store policy. Those with managerial responsibly undertake this role.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Monitor, maintain and improve sales and service delivery.

1.1

Implement, communicate and review policies and procedures for sales and service delivery on a regular basis.

1.2

Maintain adequate resource allocation for client service provision in line with store policy and procedures.

1.3

Resolve customer complaints that have been referred by staff, according to store policy.

1.4

Ensure sales and service targets and plans are consistent with quality and functional specifications.

1.5

Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.

1.6

Communicate sales and service targets and plans to relevant personnel according to implementation schedules.

1.7

Provide feedback to staff on operations and outcomes.

1.8

Encourage staff to take responsibility for meeting customer requirements.

1.9

Seek and use feedback from customers to improve future operations.

1.10

Take corrective measures to minimise factors that may cause disruption to operations.

1.11

Monitor and evaluate effectiveness of corrective actions for future operational planning.

1.12

Ensure current and accurate records on sales are available to authorised personnel.

1.13

Interpret and act on relevant reports as required.

2

Negotiate supply of goods.

2.1

Negotiate and implement arrangements with suppliers according to store policies and procedures and communicate to relevant personnel.

2.2

Authorise and communicate special pricing arrangements and customer payment agreements to relevant staff and management personnel according to store policy.

2.3

Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.

2.4

Identify and communicate to relevant personnel market factors affecting supply.

2.5

Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.

2.6

Take immediate corrective action where potential or actual problems with supply are indicated.

2.7

Identify and develop new suppliers to maintain and improve sales and service delivery.

3

Establish customer requirements.

3.1

Plan and develop strategies to enhance provision of customer service according to store policy.

3.2

Research and accurately analyse customer needs in regard to local geographic and cultural issues.

4

Provide productive work environment.

4.1

Establish and maintain a sufficient supply of resources of the necessary quantity and quality to meet customer requirements.

4.2

Regulate and monitor access to and use of resources for maximum efficiency.

4.3

Maintain staff working conditions that meet requirements of relevant legislation and store policy.

4.4

Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.

4.5

Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.

4.6

Communicate recommendations for improving conditions to relevant personnel within designated timeframe.

4.7

Maintain complete, accurate records and make them available to authorised personnel.

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:

communicate with staff 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

negotiating with suppliers and customers

presentation skills

using new technology

literacy skills in regard to:

researching, analysing and interpreting a broad range of written material

preparing reports

documenting results

numeracy skills in regard to:

interpreting and maintaining data

estimating volume

calculating costs and pricing arrangements.

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

store policies and procedures in regard to:

sales and service delivery

supply specifications

quality assurance and control

stock maintenance and control

pricing procedures, including GST requirements

store merchandise and service range

store merchandising plan

range and availability of new products and services

customer demand and market trends

product quality standards

relevant legislation and statutory requirements

relevant industry codes of practice

principles and techniques in:

purchasing and supply specifications

stock control

interpersonal communication.

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 maintains, monitors and evaluates sales and service delivery

communicates sales and service targets and plans and provides feedback on operations and outcomes to relevant personnel in accordance with store policy

proactively improves sales and service delivery operations

accurately interprets and maintains data on sales and services delivery

negotiates and arranges supply of goods according to store policy and procedures

consistently authorises pricing and payment agreements according to store policy and procedures

consistently maintains, monitors and evaluates supply of stock.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant documentation, such as:

policy and procedures manuals

sales and service delivery targets and plans

records of sales and service

legislation and statutory requirements

industry codes of practice

OHS legislation and codes of practice

suppliers

a team.

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 the candidate in the workplace

third-party reports from a supervisor

customer feedback

research report

written or verbal questioning to assess knowledge and understanding

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.

Policies and procedures for sales and service delivery may involve:

service standards

staff presentation

customer complaints

staff induction

customer service and sales training.

Resources may include:

people

materials

equipment and technology

finances

time.

Store policy and procedures in regard to:

the acquisition and sale of products and services

quality assurance and control

interaction with customers

interaction with other team members

OHS.

Customers may include:

new or repeat contacts

external and internal contacts

customers with routine or special requests

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

Staff may include:

full-time, part-time, casual or contract staff

people from a range of social, cultural and ethnic backgrounds

people with varying degrees of language and literacy levels.

Specifications may include:

customer agreements

operational means for meeting agreements

specific functional duties within the organisation.

Relevant personnel may include:

managers

supervisors

members of own or other work teams.

Feedback may be sought and given:

verbally

in writing

in groups

individually.

Factors that may cause disruption to operations may include:

supply

operational resources

quality of materials.

Records may be:

hard copy

electronic.

Techniques used to negotiate with suppliers may include:

face to face contact

correspondence

meetings

telephone

email.

Arrangements with suppliers may relate to:

pricing

delivery

partnerships and exclusivity

credit levels.

Sources of supply may include:

people

external organisations

internal departments and teams.

Problems with supply may involve:

quality

quantity

coverage or content

time schedules or scales

cost.

Methods used to analyse customer needs may be:

quantitative

qualitative.

Relevant legislation may include:

federal, state and local legislation

OHS

equal employment opportunity and anti-discrimination laws.

Recommendations may be communicated to:

higher-level managers

subordinates

colleagues, specialists, staff from other departments

external organisations with a health, safety or environmental responsibility

government bodies.

Sector

Cross-Sector

Sales

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.