Recommend health and nutritional products

This unit describes the performance outcomes, skills and knowledge required to recommend and provide advice on health and nutritional products and services to customers.


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.

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:

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

customer complaints

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.

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 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

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.

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.

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:



basic production methods

features and benefits


storage requirements

shelf life

indications for product use

contra-indications for traditional and alternative medicines and treatments.

Sources of information may include:

store or supplier product manuals


product labels


designated staff

product seminars.

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

cell salts

food supplements

sports supplements and drinks

special dietary foods

complementary medicines and therapies

natural cosmetics

health devices such as:

water filters

magnetic products


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:

consumer law

food safety regulations

Trade Practices and Fair Trading Acts

waste disposal

hazardous substances and dangerous goods

environmental protection

pricing procedures, including GST requirements


privacy laws

customs regulations.

Policy and procedures in regard to:

selling health and nutritional products and services

interaction with customers

scheduling appointments.

Complementary products may include:

herbal, homeopathic and aromatherapy products

other natural and traditional remedies (e.g. Chinese, Ayurvedic, Bach flower essences)

massage oils

personal hygiene products

natural make-up products.




Competency Field

Retail Product Knowledge

Employability Skills

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.

Licensing Information

Not applicable.