Recommend home and home improvement products and services Evidence Guide

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Evidence Guide: SIRRRPK010A - Recommend home and home improvement products and services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

SIRRRPK010A - Recommend home and home improvement products and services

What evidence can you provide to prove your understanding of each of the following citeria?

Research store product range.

Develop product knowledge by accessing relevant sources of information.
Identify storeproductrange according to relevant product information.

Develop product knowledge by accessing relevant sources of information.

Completed
Date:

Teacher:

Evidence:

Identify storeproductrange according to relevant product information.

Completed
Date:

Teacher:

Evidence:

Recommend home and home improvement products.

Identify relevant products to meet expressed customer requirements to assist their buying decisions.
Demonstrate features and benefits of products to customers to create a buying environment.
Convey technical features and benefits as outlined in manufacturer specifications.

Identify relevant products to meet expressed customer requirements to assist their buying decisions.

Completed
Date:

Teacher:

Evidence:

Demonstrate features and benefits of products to customers to create a buying environment.

Completed
Date:

Teacher:

Evidence:

Convey technical features and benefits as outlined in manufacturer specifications.

Completed
Date:

Teacher:

Evidence:

Advise on product warranties.

Clearly explain comparisons between product and manufacturer warranty terms to customers.
Confirm individual product warranty terms and by accessing relevant sources of information and accurately conveying to customers.
Provide customers with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures.

Clearly explain comparisons between product and manufacturer warranty terms to customers.

Completed
Date:

Teacher:

Evidence:

Confirm individual product warranty terms and by accessing relevant sources of information and accurately conveying to customers.

Completed
Date:

Teacher:

Evidence:

Provide customers with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures.

Completed
Date:

Teacher:

Evidence:

Estimate quantities and order product.

Estimatearea and product quantities, where required, based on manufacturer specifications, plan provided or customer needs.
Arrange for area measurement where indicated by product type and according to store procedures.
Calculate cost to customers and prepare quotes according to store policy and procedures.
Order product and arrange customer pick-up and delivery or installation where required.
Provide customers with accurate information regarding product availability, delivery and installation procedures as required, including date and time of delivery.
Notify customers promptly of any undue delays regarding completion, supply or installation of products.

Estimatearea and product quantities, where required, based on manufacturer specifications, plan provided or customer needs.

Completed
Date:

Teacher:

Evidence:

Arrange for area measurement where indicated by product type and according to store procedures.

Completed
Date:

Teacher:

Evidence:

Calculate cost to customers and prepare quotes according to store policy and procedures.

Completed
Date:

Teacher:

Evidence:

Order product and arrange customer pick-up and delivery or installation where required.

Completed
Date:

Teacher:

Evidence:

Provide customers with accurate information regarding product availability, delivery and installation procedures as required, including date and time of delivery.

Completed
Date:

Teacher:

Evidence:

Notify customers promptly of any undue delays regarding completion, supply or installation of products.

Completed
Date:

Teacher:

Evidence:

Negotiate price and payment options.

Convey store recommended retail pricing for various brand options accurately conveyed to customers according to legislative requirements.
Negotiate individual product prices according to store policy where necessary to achieve sales.
Convey store payment options to customers and negotiate preferred option following store procedures.

Convey store recommended retail pricing for various brand options accurately conveyed to customers according to legislative requirements.

Completed
Date:

Teacher:

Evidence:

Negotiate individual product prices according to store policy where necessary to achieve sales.

Completed
Date:

Teacher:

Evidence:

Convey store payment options to customers and negotiate preferred option following store procedures.

Completed
Date:

Teacher:

Evidence:

Advise on and arrange product service and repair.

Diagnose problem in terms of operator and equipment faults by observation, customer questioning and accessing manufacturer information.
Offer solutions according to nature of problem, available product information and store policy.
Identify and accurately describe service and repair process to customers, as required, according to store policy.
Prepare and supply quotations and timelines to customers for basic service and repairs.
Identify and accurately transcribe customer details to repair form according to store procedures.
Label and securely store items for repair according to store policy.
Notify customers without undue delay on completion of service and repair.

Diagnose problem in terms of operator and equipment faults by observation, customer questioning and accessing manufacturer information.

Completed
Date:

Teacher:

Evidence:

Offer solutions according to nature of problem, available product information and store policy.

Completed
Date:

Teacher:

Evidence:

Identify and accurately describe service and repair process to customers, as required, according to store policy.

Completed
Date:

Teacher:

Evidence:

Prepare and supply quotations and timelines to customers for basic service and repairs.

Completed
Date:

Teacher:

Evidence:

Identify and accurately transcribe customer details to repair form according to store procedures.

Completed
Date:

Teacher:

Evidence:

Label and securely store items for repair according to store policy.

Completed
Date:

Teacher:

Evidence:

Notify customers without undue delay on completion of service and repair.

Completed
Date:

Teacher:

Evidence:

Assessed

Teacher: ___________________________ Date: _

Signature: ________________________________________________

Comments:

Instructions to Assessors

Evidence Guide


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: continually updates and applies product knowledge to provide comprehensive advice to customers and other sales team members understands and applies available product information when providing advice to customers consistently applies store policy and procedures and industry codes of practice in regard to sales and customer service procedures advises customers and informs other sales team members on store home and home improvement products in the store merchandise range. Advises customers and other sales team members on store merchandise range warranties and store pricing and payment options.

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 OHS legislation and codes of practice an appropriate range of home and home improvement products 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 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.

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.

Required Skills and Knowledge

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:

apply product knowledge by providing information and advice to customers and staff, including advice on warranties and product service and repair

make recommendations and advise on 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 or abusive customers

demonstrating product features and operation

negotiation skills

using and applying technology required to demonstrate operation of store product range

literacy skills in the following areas:

reading and understanding product information

reading and understanding product warranties and guarantees

numeracy skills in regard to:

advising and negotiating price and payment options

measuring and estimating accurately

metric and imperial measuring scales

techniques and procedures for measuring surface areas

estimating from architects or builders plans.

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 pricing and payment and warranty terms and conditions

store product service and repair policy and procedures

store home and home improvement product range

design and technical information and features and function and operation of store product range

quality, energy efficiency and environmental considerations of products

pricing procedures, including GST requirements

relevant industry codes of practice.

Range Statement


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:	function brand and product options warranties quality accessories component parts storage and operation design features style available colour range manufacturing process price partner or complementary products country of manufacture energy efficiency safety features, including flammability environmental considerations materials and fibre types construction of products care and maintenance requirements stain and dirt resistance product performance colour fastness, colour fading properties availability.

Relevant sources of information may include:	supplier product leaflets store product manuals energy rating information warranty information internet trade shows customer feedback consulting store information designated staff members contacting suppliers direct.
Store product range may include:	home and home improvement products furniture products floor covering products and services kitchen and bathroom renovation products hardware products home gardening products soft furnishings manchester haberdashery.

Customer requirements may include:	usage requirements lifestyle price range.

Features and benefits of products may include:	product type product performance features product durability function warranties quality design aspects of colour and texture feel thickness and weight of furnishing fabrics acoustic and thermal insulation properties of materials manufacturing process price country of manufacture energy efficiency environmental considerations.

Customers may include:	new and existing customers people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities customers with routine or special needs.

Estimatingarea and product quantities may include:	using measuring tools using a calculator estimating from builders' and architects' plans on-site measuring estimating based on measurements provided by customer making allowances for pattern matching estimating linear or volume-based quantities.

Store policy and procedures may include:	policy and procedures relating to sales, payment and credit options, store reward schemes and customer service.

NTISthis.com

Evidence Guide: SIRRRPK010A - Recommend home and home improvement products and services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

SIRRRPK010A - Recommend home and home improvement products and services

Research store product range.

Recommend home and home improvement products.

Advise on product warranties.

Estimate quantities and order product.

Negotiate price and payment options.

Advise on and arrange product service and repair.

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

Instructions to Assessors

Teacher: ___________________________ Date: _