This unit involves providing advice to customers and other sales staff on a range of health and nutritional products and services, their characteristics, features, indications, contra-indications, technical information and storage requirements. Frontline service personnel perform these functions.
Elements and Performance Criteria
Research and develop product knowledge.
Develop product knowledge by accessing relevant sources of information.
Research and apply comparisons between products.
Identify health and nutritional products.
Identify store health product range according to relevant product information.
Recommend health and nutritional products.
Apply product knowledge to advise customers and other members of staff on available products.
Convey product information according to legislative requirements to assist customers' purchase decisions.
Promote specials and new lines to customers according to store policy and procedures.
Recommend complementary products to clients according to store policy.
Advise on health and nutritional services.
Advise customers on store range of products, services and complementary therapy consultant services where applicable according to store policy and procedures.
Question customers to determine nature of problem and offer solutions according to nature of problem, available product information, and store policy.
Schedule appointments with complementary therapy consultant services, where applicable, according to availability of consultant and store procedures.
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:
develop and apply product knowledge by providing advice to customers and staff
promote products and advise on health and nutritional 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 customers
organising and providing health and nutritional services to customers
handling customers with special dietary needs
literacy skills in the following areas:
reading and interpreting product labels
reading and understanding store policy and procedures
scheduling appointments where required
numeracy skills in relation to pricing, estimating and weighing products.
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
store health and nutritional product and service range, including new lines and seasonal promotions
indications and contra-indications of health and nutritional products
relevant industry codes of practice, including:
advertising (Therapeutic Goods Administration)
stock procurement and stock dispensing
Complementary Healthcare Council of Australia (CHC) guidelines
relevant legislation and statutory requirements
Trade Practices and Fair Trading Acts.
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:
consistently applies store policy and procedures that comply with consumer law and legislative requirements regarding the selling of health and nutritional products and services
continually updates and applies product knowledge in regard to current store health products and services to provide comprehensive advice to customers and staff
consistently advises customers and informs sales team members of major characteristics of store range of health products, including product type, purpose, features and benefits, price, basic production methods and storage requirements
consistently advises customers on store health services available, and schedules appointments with complementary therapists where applicable.
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
an appropriate range of health and nutritional products and services
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
a role play
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.
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.
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:
basic production methods
features and benefits
indications for product use
contra-indications for traditional and alternative medicines and treatments.
Sources of information may include:
store or supplier product manuals
Comparisons between products may relate to:
features and benefits
method of production
storage requirements and shelf life.
Product range may include:
organic food and genetically modified organism (GMO) free
nutritional supplements such as:
vitamins, minerals, amino acids and other nutritional supplements
herbs and homeopathic products
sports supplements and drinks
special dietary foods
complementary medicines and therapies
health devices such as:
bulk, pre-packaged, refrigerated or fresh produce
confectionery, snack foods and drinks
Customers may include:
those with routine or special requests, including dietary requirements
regular and new customers
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Members of staff may include:
new or existing staff
full-time, part-time or casual
people with varying levels of language and literacy
people from a range of cultural, social and ethnic backgrounds.
Legislative requirements may include:
food safety regulations
Trade Practices and Fair Trading Acts
hazardous substances and dangerous goods
pricing procedures, including GST requirements
Policy and procedures in regard to:
selling health and nutritional products and services
interaction with customers
Complementary products may include:
herbal, homeopathic and aromatherapy products
other natural and traditional remedies (e.g. Chinese, Ayurvedic, Bach flower essences)
personal hygiene products
natural make-up products.
Retail Product Knowledge
The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.