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
What evidence can you provide to prove your understanding of each of the following citeria?
Develop and apply product knowledge.
|
|
Develop product knowledge by accessing relevant sourcesof information and confirm with relevant staff. Completed |
Evidence:
|
Apply knowledge of the use and application of relevant products and services in interactions with customers according to store policy and legislative requirements. Completed |
Evidence:
|
Identify gaps in product knowledge and resolve by accessing relevant sources of information. Completed |
Evidence:
|
Approach customer.
|
|
Identify customers by name where possible. Completed |
Evidence:
|
Develop knowledge of customer buying behaviour by accessing relevant sources of information. Completed |
Evidence:
|
Determine and apply appropriate timing of customer approach according to store policy and customer behaviour. Completed |
Evidence:
|
Initiate customer contact according to store policy. Completed |
Evidence:
|
Convey a positive impression to encourage customer interest according to store policy. Completed |
Evidence:
|
Gather and respond to information.
|
|
Apply questioning techniques and listening skills to determine customer buying motives and requirements. Completed |
Evidence:
|
Interpret and clarify non verbal communication cues. Completed |
Evidence:
|
Direct customer to specific merchandise according to customer requirements and store policy. Completed |
Evidence:
|
Sell benefits.
|
|
Match customer needs to appropriate products and services. Completed |
Evidence:
|
Communicate knowledge of product features and benefits clearly to customers. Completed |
Evidence:
|
Describe product use and safety requirements to customers. Completed |
Evidence:
|
Refer customers to appropriate product specialist as required. Completed |
Evidence:
|
Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff. Completed |
Evidence:
|
Overcome objections.
|
|
Identify and acknowledge customer objections according to store policy. Completed |
Evidence:
|
Categorise objections into price, time and merchandise characteristics and consider solutions. Completed |
Evidence:
|
Offer solutions to customer objections according to store policy. Completed |
Evidence:
|
Apply problem solving within personal scope of responsibilities to overcome customer objections or refer to senior staff. Completed |
Evidence:
|
Close sale.
|
|
Monitor, identify and respond appropriately to customer buying signals. Completed |
Evidence:
|
Encourage customer to make purchase decisions. Completed |
Evidence:
|
Select and apply appropriate method of closing sale. Completed |
Evidence:
|
Maximise sales opportunities.
|
|
Recognise and apply opportunities for making additional sales according to store policy. Completed |
Evidence:
|
Advise customer of complementary products or services according to customer’s identified need. Completed |
Evidence:
|
Review personal sales outcomes and consider strategies to maximise future sales in consultation with relevant staff. Completed |
Evidence:
|