- SIRXSLS002A - Advise on products and services
Advise on products and services
This unit applies to team member who develop, maintain and convey detailed and specialised product knowledge to customers and other staff in accordance with store policy and relevant legislation. Specialist sales personnel undertake this function.
Elements and Performance Criteria
Elements describe the essential outcomes of a unit of competency.
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.
1. Develop product and service knowledge.
1.1.Develop and maintain product knowledge according to store policy and legislative requirements.
1.2.Convey product knowledge to other staff as required.
1.3.Research and apply comparisons between products and services.
1.4.Demonstrate knowledge of competitors’ product and service range and pricing structure.
2. Recommend specialised products or services.
2.1.Evaluate merchandise according to customer requirements.
2.2.Demonstrate features and benefits of products and services to customer to create a buying environment.
2.3.Apply detailed specialised knowledge of product to provide accurate advice to customers.
This section describes the essential skills and knowledge and their level, required for this unit.
interpersonal skills to:
convey product knowledge to staff
apply knowledge to provide advice to customers
handle difficult customers 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
literacy skills in regard to:
use a range of communication and electronic equipment
access relevant product and service information
interpret product information
interpret store policies and procedures
numeracy skills to:
estimate and calculate costs relevant to pricing products
specialised product knowledge, including:
benefits and features
shelf life and use
ingredients or materials contained in product
product and ingredient origins
care and handling of products
corresponding or complementary products and services
store and industry manuals and documentation
stock and merchandise range
store policies and procedures including:
procedures for taking orders
pricing procedures, including GST requirements
relevant legislation and statutory requirements and industry code of practice relating to the retail industry
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 policies and procedures and industry codes of practice in regard to customer service and selling products and services
develops, maintains and conveys product knowledge to customers and other staff
applies detailed and specialised product knowledge to provide accurate advice according to the needs of the customer.
Context of and specific resources for assessment
Assessment must ensure access to:
a retail work environment
a range of stock and merchandise
relevant documentation, such as:
policy and procedures manuals
a range of customers with different requirements
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 the candidate in the workplace
third-party reports from a supervisor
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.
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:
product features and benefits
handling and storage requirements
Product knowledge may be developed and maintained by:
accessing the internet
attending product launches
attending product seminars
discussions with staff
accessing product information booklets and pamphlets.
Store policy and procedures in regard to:
interaction with customers
selling products and services.
Legislative requirements may include:
Trade Practices and Fair Trading Acts
industry codes of practice
sale of second-hand goods
sale of X and R rated products
transport, storage and handling of goods.
Staff may include:
full-time, part-time or casual
people with varying degrees of language and literacy
people from a range of cultural, social and ethnic backgrounds
people with a range of responsibilities and job descriptions.
Customer requirements may include:
Customers may include:
new or repeat contacts
external and internal contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Pricing structure may include:
pricing procedures, including GST requirements
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.