Coordinate sales performance

This unit describes the performance outcomes, skills and knowledge required to implement and monitor adherence to sales policies and procedures, and monitor the achievement of sales targets.


This unit requires the team member to implement and monitor store policies and procedures and relevant legislation in relation to sales transactions, and to provide feedback to management and staff on sales performance in relation to sales targets and planning. Those with managerial responsibility undertake this role.



Elements and Performance Criteria




Implement sales policies and procedures.


Implement and monitor adherence to store policy and procedures and relevant legislation in regard to selling.


Implement and monitor store policy and procedures in regard to sales transactions.


Monitor team to ensure information is entered into point-of-sale equipment accurately.


Monitor team to ensure the efficient and safe handling of goods through point-of-sale areas.


Monitor team to ensure that products and services are matched to customer needs.


Monitor achievement of sales targets.


Monitor and record individual and department sales targets according to store policy.


Monitor and record store sales results in line with sales targets and according to store policy.


Provide feedback to management and staff on sales performance in relation to sales targets and planning.

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:

provide feedback, coaching and performance analysis through clear and direct communication

ask questions to identify and confirm requirements

share information

give instructions

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

literacy skills in regard to:

reading and understanding store policy and procedures

processing, recording and documenting information

numerical skills in regard to:

analysis of store, department and individual sales figures.

The following knowledge must be assessed as part of this unit:

store policies and procedures, in regard to:

external and internal customer contact

selling products and services

allocated duties and responsibilities

store merchandise and services

customer profile

location of store departments and importance of sales to store performance

store and department sales targets

factors that enhance sales performance

stock control procedures

relevant legislation and statutory requirements

relevant industry codes of practice

relevant OHS requirements

pricing procedures, including GST requirements

principles and techniques of interpersonal communication.

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 policies and procedures and industry codes of practice in regard to customer service and selling products and services

implements and monitors store policies and procedures in relation to sales transactions, including non-cash sales and variations to standard sales transactions

monitors and provides feedback to management and staff on sales performance in relation to sales targets and planning.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant documentation, such as:

policy and procedures manuals

individual and department sales targets and results

reporting proformas

legislation and statutory requirements

a sales team

point-of-sale equipment and materials.

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.

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.

Store policy and procedures in regard to:

selling products and services

sales transactions


Relevant legislation may include:

Trade Practices and Fair Trading Acts

tobacco laws

liquor laws

lottery legislation

industry codes of practice


sale of second-hand goods

sale of X and R rated products

pricing procedures, including GST requirements

trading hours

transport, storage and handling of goods.

Selling may include:

face to face



Sales transactions may include:




credit card

store card


gift voucher.

Team may include:

full-time, part-time, casual or contract staff

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.

Handling techniques may vary according to:

stock characteristics


industry codes of practice.

Customers may include:

new or repeat contacts

external or 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.

Feedback to management and staff may include:



informal meetings


financial reports

business documents

records of store sales.




Competency Field


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.