Recommend business and leisure products and services Evidence Guide

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Evidence Guide: SIRRRPK012A - Recommend business and leisure 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

SIRRRPK012A - Recommend business and leisure products and services

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

Research store business or leisure product range.

Develop product knowledge by accessing relevant sources of information.
Identify products according to relevant product information.
Develop knowledge and application of manufacturer technical information.
Demonstrate and show store products to customer according to store policy.

Develop product knowledge by accessing relevant sources of information.

Completed
Date:

Teacher:

Evidence:

Identify products according to relevant product information.

Completed
Date:

Teacher:

Evidence:

Develop knowledge and application of manufacturer technical information.

Completed
Date:

Teacher:

Evidence:

Demonstrate and show store products to customer according to store policy.

Completed
Date:

Teacher:

Evidence:

Recommend business and leisure products.

Identify customer requirements through questioning and active listening.
Identify and evaluate store merchandise relevant to customer requirements.
Convey technical features and benefits from manufacturer specifications to assist customers buying decisions.
Demonstrate or explain product application to customers in a systematic manner as required to create a buying environment.
Apply correct measuring, fitting and sizing procedures where relevant to the store product range.

Identify customer requirements through questioning and active listening.

Completed
Date:

Teacher:

Evidence:

Identify and evaluate store merchandise relevant to customer requirements.

Completed
Date:

Teacher:

Evidence:

Convey technical features and benefits from manufacturer specifications to assist customers buying decisions.

Completed
Date:

Teacher:

Evidence:

Demonstrate or explain product application to customers in a systematic manner as required to create a buying environment.

Completed
Date:

Teacher:

Evidence:

Apply correct measuring, fitting and sizing procedures where relevant to the store product range.

Completed
Date:

Teacher:

Evidence:

Advise on product warranties.

Clearly explain comparisons between product and manufacturer warranties to customers.
Access relevant sources of information and explain individual product warranty terms and conditions 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 warranties to customers.

Completed
Date:

Teacher:

Evidence:

Access relevant sources of information and explain individual product warranty terms and conditions 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:

Negotiate price and payment options.

Convey store recommended retail pricing for various brand options to customers according to store procedures and legislative requirements.
Negotiate individual product prices according to store policy where necessary to achieve a sale.
Convey store payment options to customers and negotiate customer preferred options according to store procedures.

Convey store recommended retail pricing for various brand options to customers according to store procedures and legislative requirements.

Completed
Date:

Teacher:

Evidence:

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

Completed
Date:

Teacher:

Evidence:

Convey store payment options to customers and negotiate customer preferred options according to store procedures.

Completed
Date:

Teacher:

Evidence:

Advise on and arrange product warranty claims, service and repairs.

Identify warranty, service and repairs process, and accurately describe to customers as required according to store procedures.
Determine the nature of customer product warranty claims and service or repair requests through questioning and product observation.
Identify price and timelines for warranty and basic service and repairs and quote to customer where applicable.
Identify customer details and accurately transcribe to warranty and repair forms according to store procedures and legal requirements.
Label items for repair and securely store according to store procedure.
Notify customers without undue delay on completion of service and repairs.

Identify warranty, service and repairs process, and accurately describe to customers as required according to store procedures.

Completed
Date:

Teacher:

Evidence:

Determine the nature of customer product warranty claims and service or repair requests through questioning and product observation.

Completed
Date:

Teacher:

Evidence:

Identify price and timelines for warranty and basic service and repairs and quote to customer where applicable.

Completed
Date:

Teacher:

Evidence:

Identify customer details and accurately transcribe to warranty and repair forms according to store procedures and legal requirements.

Completed
Date:

Teacher:

Evidence:

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

Completed
Date:

Teacher:

Evidence:

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

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 staff, including technical information 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 of quality, design features, benefits and operation and performance characteristics of products in store merchandise range advises on stock availability and warranties and price and payment options applies problem solving strategies to assist customers with product and equipment faults advises on, negotiates and arranges equipment services and repairs according to store policy and procedures.

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 business or leisure products merchandise range 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

measuring and fitting customers for store products and equipment where relevant to the product range

operating store products and equipment where relevant to the product range

literacy skills in regard to reading and interpreting product specifications

numeracy skills in regard to:

handling money

using measuring equipment where relevant to the store product range.

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

manufacturer technical information relating to the store product range

store service and repair facilities.

pricing procedures, including GST requirements

relevant legislation and statutory requirements

relevant industry codes of practice

relevant OHS legislation and 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:	operation and use quality brand options product and design features manufacturing process country of manufacture price technical information.

Relevant sources of information may include:	supplier product leaflets store product manuals sales representatives internet warranty information customer feedback staff members contacting suppliers direct.

Relevant product information may include:	operation and use quality brand options product and design features manufacturing process country of manufacture price technical information.

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

Store merchandise range may include:	cameras or photographic equipment, including: compacts, focus free and fixed, auto-focus, twin-lens and zoom, digital lens systems, including single lens reflex (SLR), interchangeable lens, auto and manual focus electronic flash advanced photo systems video cameras photographic equipment accessories books, manuals, albums, frames, photo processing supplies, binoculars and telescopes computer products, including: word processing, spreadsheet, games, graphics, database corporate, business, entertainment or educational applications computers monitors of varying size, resolution (digital and analogue, LCD and CRT) printers scanners types of mouse modems fax machines operating systems computer accessories, such as memory upgrades, video cards, sound cards, CDs, paper and printer supplies, cords, cables and fittings hard goods, gear and accessories for team sports equipment, gear and accessories for individual sports, including: fishing or water sports climbing hiking exercise and weight training skiing cycling, skateboarding and rollerblading
	gas equipment and fittings camping equipment and gear sporting equipment and clothing toy products, including: hobbies and models electronics and computerised games (hand-held, console, CD-ROM) games and puzzles educational toys and books musical toys dolls costumes and accessories plush and soft toys indoor and outdoor play and sporting equipment art and craft beach and pool toys ride on toys and equipment action toys and equipment spare parts and accessories music and audio products, including: specialist musical instruments hi-fis, radios, walkmans and MP3 players pre recorded music accessories books and manuals sheet music second-hand goods audiovisual and entertainment products, including: televisions, video projectors and PC/TV video recorders, DVD players, DVD recorders and set top boxes home theatre systems portable multimedia players car audio equipment video cameras portable audio equipment recorded DVDs, videos, games and other media blank media, software, spare parts and accessories whitegoods, including: refrigerators, wine chillers and freezers clothes dryers washing machines ovens, ranges, cooktops and rangehoods microwave ovens dishwashers small appliances, including: toasters and toaster ovens vacuum cleaners and floorcare appliances electric barbecues, grills electric frypans, skillets, deep fryers, woks, slow cookers, steamers, rice cookers, sandwich makers, toasters, waffle makes, crepe makers and other cooking appliances electric jugs, kettles, urns, coffee makers, juicers, beverage makers and chillers and other beverage appliances food processors, mixers, blenders, choppers and other food preparation appliances irons, clothes presses and appliances electric knives, can openers and other convenience appliances hair dryers, curling wands, straightening irons and other personal grooming appliances electric massagers, foot spas and other self-care appliances.

Product application may include:	operation of specific computer hardware or software applications differences in application of sporting products merchandise test runs offered to customers to enhance buying decisions operation of music and audio equipment.

Correct measuring, fitting and sizing procedures may include:	allowing for correlation between Australian, UK, US and European sizing standards clothing sizing shoe sizing matching weight and size of sporting equipment to customer's body weight and size.

Individual product warranty terms may include:	manufacturer warranties extended or promotional warranties specific conditions for hardware and software.

Legislative requirements may include:	consumer law OHS environmental protection pricing procedures, including GST requirements sale of second-hand goods industry codes of practice Trade Practices and Fair Trading Acts hazardous substances and dangerous goods.

Service repairs process may include:	repairs under warranty fault diagnosis service and repairs in-house referring service and repairs to a third party camera service and repairs computer hardware service and repairs sporting goods service and repairs toy products service and repairs musical and audio equipment service and repairs.

NTISthis.com

Evidence Guide: SIRRRPK012A - Recommend business and leisure products and services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

SIRRRPK012A - Recommend business and leisure products and services

Research store business or leisure product range.

Recommend business and leisure products.

Advise on product warranties.

Negotiate price and payment options.

Advise on and arrange product warranty claims, service and repairs.

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

Instructions to Assessors

Teacher: ___________________________ Date: _