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Elements and Performance Criteria

  1. Deliver service to customers.
  2. Respond to customer complaints.
  3. Receive and process sales orders.
  4. Identify special customer requirements.

Required Skills

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

greeting and farewelling techniques

addon selling concepts

literacy skills in the following areas

written procedures for orders in person by telephone or in electronic format

message taking in person or by telephone

written record of complaints

sales stock and delivery documentation

numeracy skills in regard to

handling of tender

weighing and measuring goods

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to

customer service

dealing with customer complaints

allocated duties and responsibilities

customer returns and refunds

layby gift voucher and raincheck procedures

merchandise and service range of store departments

location of store departments

functions and procedures for operating the store telephone system and other communication equipment and the relevant numbers

relevant legislation and statutory requirements

relevant industry codes of practice

relevant OHS requirements

questioning and active listening

conflict resolution

following set routines and procedures

handling difficult or abusive customers

Evidence Required

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 TrainingPackage

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

consistently applies store policy and procedures and industry codes of practice in regard to customer service

provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure

accurately identifies the nature of customer complaints resolves complaints and provides service to customers according to store policies

uses effective questioning active listening and observation skills to identify special customer requirements

accesses records and processes sales orders accurately and responsibly according to store policy and procedures

collaboratively works within a team to meet customers needs

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

relevant documentation such as

sales order forms

complaint and return forms

stock inventory and price lists

store policy and procedures manuals

a range of customers with different requirements

pointofsale equipment and materials

a communication system or a range of communication equipment

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

a role play

thirdparty reports from a supervisor

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SIRXCCSA Apply pointofsale handling procedures

SIRXCCS001A Apply point-of-sale handling procedures

SIRXRSKA Minimise theft

SIRXRSK001A Minimise theft

SIRXINVA Perform stock control procedures

SIRXINV001A Perform stock control procedures

SIRXFINA Balance pointofsale terminal

SIRXFIN001A Balance point-of-sale terminal.

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

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.

Communication techniques may include:

using open and inclusive language

speaking clearly and concisely

using appropriate language

non-verbal communication

face-to-face or telephone contact with customers.

Customers may include:

new or repeat contacts

internal and external contacts

customers with routine or special requests

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

Store policy may relate to:

customer service

dealing with customer complaints

processing sales orders

cash handling.

Customer needs may include:

information regarding store facilities and services

location of specific items within the store

product information

returns or refunds.

Legislative requirements may include:

Trade Practices Act

tobacco laws

lottery legislation

liquor licensing regulations

sale of X and R rated products

sale of second-hand goods

trading hours

transport, storage and handling of goods.

Service may include:

all store activities

internal and external customers

follow up in event of delays in service provision.

Complaints may relate to:




Follow-up action may require:

verbal and non-verbal communication with:



supervisors and management


recommendations to supervisor regarding policy and procedure development or alteration.

Sales orders may be: