Recommend specialised products and services Evidence Guide

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Evidence Guide: SIRRRPK214 - Recommend specialised 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

SIRRRPK214 - Recommend specialised products and services

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

Demonstrate knowledge of product range.

Identify product and service range.
Demonstrate knowledge of location of product range.
Operate inventory system.
Develop product knowledge by accessing relevant sources of information.
Develop knowledge and application of manufacturer technical information and specifications of product range.
Research comparisons between products and services and communicate product information.
Convey product information to customers and other staff members as required and in line with organisational policies and procedures.

Identify product and service range.

Completed
Date:

Teacher:

Evidence:

Demonstrate knowledge of location of product range.

Completed
Date:

Teacher:

Evidence:

Operate inventory system.

Completed
Date:

Teacher:

Evidence:

Develop product knowledge by accessing relevant sources of information.

Completed
Date:

Teacher:

Evidence:

Develop knowledge and application of manufacturer technical information and specifications of product range.

Completed
Date:

Teacher:

Evidence:

Research comparisons between products and services and communicate product information.

Completed
Date:

Teacher:

Evidence:

Convey product information to customers and other staff members as required and in line with organisational policies and procedures.

Completed
Date:

Teacher:

Evidence:

Advise on products and services to meet customer requirements.

Identify and evaluate customer requirements to provide advice on product suitability to assist buying decisions.
Determine suitability of products and materials according to customer requirements and manufacturer specifications.
Provide accurate advice on product specifications to meet customer requirements according to relevant legislation.
Convey features and benefits of products to customers to assist buying decisions.
Demonstrate or explain use and operation of products to customers in a systematic manner as required to create a buying environment and in line with organisational policies and procedures.
Apply correct measuring, fitting or sizing procedures as relevant to the product.
Explain relevant maintenance and care requirements of product to customer.
Clearly explain to customer safety features and safe usage relevant to the product.
Maximise sales opportunities by use of add-on and complementary sales techniques.
Estimate quantities of product required and communicate to customer.

Identify and evaluate customer requirements to provide advice on product suitability to assist buying decisions.

Completed
Date:

Teacher:

Evidence:

Determine suitability of products and materials according to customer requirements and manufacturer specifications.

Completed
Date:

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Evidence:

Provide accurate advice on product specifications to meet customer requirements according to relevant legislation.

Completed
Date:

Teacher:

Evidence:

Convey features and benefits of products to customers to assist buying decisions.

Completed
Date:

Teacher:

Evidence:

Demonstrate or explain use and operation of products to customers in a systematic manner as required to create a buying environment and in line with organisational policies and procedures.

Completed
Date:

Teacher:

Evidence:

Apply correct measuring, fitting or sizing procedures as relevant to the product.

Completed
Date:

Teacher:

Evidence:

Explain relevant maintenance and care requirements of product to customer.

Completed
Date:

Teacher:

Evidence:

Clearly explain to customer safety features and safe usage relevant to the product.

Completed
Date:

Teacher:

Evidence:

Maximise sales opportunities by use of add-on and complementary sales techniques.

Completed
Date:

Teacher:

Evidence:

Estimate quantities of product required and communicate to customer.

Completed
Date:

Teacher:

Evidence:

Advise on product warranties.

Clearly explain to customer comparisons between product and manufacturer warranty terms.
Confirm and convey individual product warranty terms and conditions to customer by accessing relevant sources of information.
Provide customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to legislative requirements and organisational policy and procedures.

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

Completed
Date:

Teacher:

Evidence:

Confirm and convey individual product warranty terms and conditions to customer by accessing relevant sources of information.

Completed
Date:

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Evidence:

Provide customer with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to legislative requirements and organisational policy and procedures.

Completed
Date:

Teacher:

Evidence:

Quote on price and payment options.

Calculate organisation-recommended pricing for various product and service options and convey to customer according to legislative requirements.
Negotiate individual product prices where appropriate according to pricing determinants and organisational policy.
Convey payment and credit options to customer and negotiate a preferred option following organisational procedures.

Calculate organisation-recommended pricing for various product and service options and convey to customer according to legislative requirements.

Completed
Date:

Teacher:

Evidence:

Negotiate individual product prices where appropriate according to pricing determinants and organisational policy.

Completed
Date:

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Evidence:

Convey payment and credit options to customer and negotiate a preferred option following organisational procedures.

Completed
Date:

Teacher:

Evidence:

Advise on and arrange product service and repair.

Advise customer on range of service and repairs according to organisational policy and procedures.
Question and actively listen to customer to determine nature of problem.
Complete diagnosis of problem in terms of operator and equipment faults.
Offer solutions according to nature of problem, available product information, and organisational policy.
Identify service and repair process and communicate to customer according to company and enterprise policy.
Identify price and timelines for basic service and repairs and quote to customer where applicable.
Identify customer details and transcribe to service report according to organisational procedures and legislative requirements.
Label and securely store item for repair according to organisational policy.
Organise service according to availability, customer requirements and legislative requirements.
Notify customer without undue delay on completion of service and repair.
Take follow-up action as necessary to ensure customer satisfaction.

Advise customer on range of service and repairs according to organisational policy and procedures.

Completed
Date:

Teacher:

Evidence:

Question and actively listen to customer to determine nature of problem.

Completed
Date:

Teacher:

Evidence:

Complete diagnosis of problem in terms of operator and equipment faults.

Completed
Date:

Teacher:

Evidence:

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

Completed
Date:

Teacher:

Evidence:

Identify service and repair process and communicate to customer according to company and enterprise policy.

Completed
Date:

Teacher:

Evidence:

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

Completed
Date:

Teacher:

Evidence:

Identify customer details and transcribe to service report according to organisational procedures and legislative requirements.

Completed
Date:

Teacher:

Evidence:

Label and securely store item for repair according to organisational policy.

Completed
Date:

Teacher:

Evidence:

Organise service according to availability, customer requirements and legislative requirements.

Completed
Date:

Teacher:

Evidence:

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

Completed
Date:

Teacher:

Evidence:

Take follow-up action as necessary to ensure customer satisfaction.

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, 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: updates and applies product knowledge to provide comprehensive advice to customers and staff, including technical information and advice on warranties and insurance policies where applicable applies organisational policy and procedures and industry codes of practice in regard to sales and customer service procedures advises customers and informs sales team members of organisation’s range of products, their features and benefits, performance, complementary products, product availability and warranties advises customers and sales team members on operation, storage and use of products estimates and quotes on quantities of product required, as relevant to the product and customer requirements negotiates and administers price and payment options with customers as per organisational policy and procedures advises on and arranges for internal and external organisation services, including repairs, according to organisational policy and procedures.
Context of and specific resources for assessment	Assessment must ensure access to: a real or simulated retail work environment relevant sources of product information relevant documentation, such as: organisational policy and procedures manuals industry codes of practice and relevant legislation organisational inventory an appropriate range of products a range of customers with different requirements.
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 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.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Required Skills and Knowledge

Required skills

communication and interpersonal skills to:

apply product knowledge by providing information and advice to customers and staff

ask questions in order to identify and confirm requirements

handle customers with special needs, including difficult or abusive customers

interpret and apply non-verbal cues

make recommendations and advise on warranties and product service and repair through clear and direct communication

respond to customer needs and respect cultural differences

literacy and numeracy skills to:

advise and negotiate price and payment options

measure and estimate accurately

read and interpret warranties

read and interpret product information and specifications

read and interpret store policy and procedures

write order specifications and delivery details

Required knowledge

manufacturer technical information

organisational policy and procedures in regard to:

customer complaints

methods of dealing with special needs and requests of customers

price negotiation and payment options

returns and warranty claims

sales and customer service, up-selling and on-selling

services and repairs

organisation’s product range

manufacturer technical information

pricing procedures, including GST requirements

product and manufacturer warranty terms and conditions

relevant industry codes of practice, legislation and statutory requirements relating to the recommendation of specialised products and services

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, 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.
Service range may include:	delivery finance options installation insurance facilities material measuring and cutting product service and repairs.
Inventory system may be:	centralised electronic manual.
Product knowledge may include:	accessories age suitability and rating available styles, sizes and colour range brand options component parts country of manufacture design features durability energy efficiency environmental considerations and recycled products health and hygiene manufacturing process and construction materials, ingredients and composition operation performance price quality safety features and toxicity storage and care requirements supply and availability sustainability characteristics, such as: recyclable non-toxic warranties workmanship.
Relevant sources of information may include:	catalogues contacting suppliers direct customer feedback designated staff members internet manufacturer brochures and specifications organisation or trade product manuals supplier product leaflets trade shows.
Customers may include:	individuals or organisations people from a range of social, cultural and ethnic backgrounds people with varying physical and mental abilities people with routine or special requests people with special needs regular and new customers.
Customer requirements may include:	age suitability colour preferences and style culture and ethnicity durability, function and usage existing skills and knowledge fashion and preferences health factors interests lifestyle price size usage requirements.
Relevant legislation may relate to:	censorship, licensing and copyright laws relevant to the retail sales environment customs regulations industry codes of practice work health and safety (WHS) pricing procedures, including GST requirements privacy laws sale of second-hand goods Australian consumer law relevant to the retail sales environment.
Comparisons between product and manufacturer warranty terms may relate to:	benefits duration features limitations price, where applicable.
Organisational policy and proceduresmay include:	interaction with customers processing items for service and repair selling specialised products and services.
Negotiating individual product pricesmay include:	adding value to purchase bulk discounts individual discounts price matching.
Diagnosis of problem may occur:	by electronic or postal correspondence by telephone face-to-face.
Follow-up action may occur:	by appointment by electronic or postal correspondence by telephone face-to-face formally or informally.

NTISthis.com

Evidence Guide: SIRRRPK214 - Recommend specialised products and services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

SIRRRPK214 - Recommend specialised products and services

Demonstrate knowledge of product range.

Advise on products and services to meet customer requirements.

Advise on product warranties.

Quote on price and payment options.

Advise on and arrange product service and repair.

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

Instructions to Assessors

Teacher: ___________________________ Date: _