Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to

Store policies and procedures in regard to:
customer service
dealing with customer complaints
processing sales orders

Customers may include:
regular and new customers
people from a range of social, cultural, ethnic backgrounds and physical and mental abilities
people with a routine or special requests

Sales orders may be in:
verbal
written
electronic form

Legislative requirements may include:
Trade Practices Act
tobacco laws
lottery acts
liquor licensing regulations
sale of X and R rated products
sale of second hand goods
trading hours
transport, storage and handling of good Customer service may include:
all store activities
internal and external customers
follow up in event of delays in service provision

Customer needs may include:
information regarding store facilities and services
location of specific items within the store
returns or refunds

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Consistently applies store policies 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/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 customers' special requirements.
Accesses, records and processes sales orders accurately and responsibly according to store policies and procedures.
Collaboratively works within a team to meet customers' needs.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:

Store policies and procedures, in regard to:
customer service
dealing with difficult customers
handling and recording complaints
allocated duties and responsibilities
customer returns and refunds
lay by/gift voucher/rain check 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 occupational health and safety requirements
Questioning/active listening
Conflict resolution
Following set routines and procedures
Handling difficult or abusive customers

Skills in:

Greeting/farewelling techniques
Add on selling concepts
Literacy skills in the following areas:
written procedures for orders, in person, by telephone or electric 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

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.
The candidate will be required to
Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.

Unit WRRCS3B can be assessed with the following units:

WRRCS2B Apply point of sale handling procedures
WRRLP1B Minimise theft
WRRI1B Perform stock control procedures
WRRF1B Balance the register/terminal

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context or from a simulated work environment. Evidence might include:

Observation of the person in the workplace
A simulated role play
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
A real or simulated work environment
Relevant documentation, such as:
sales order forms
complaint/return forms
stock/inventory/price lists
store policy and procedures manuals
Access to a range of customers with different requirements
Point of sale equipment and materials
A communication system or a range of communication equipment

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Delivering service to customers requires ideas and information to be communicated. (1)

Collecting analysing and organising information
Dealing with customer complaints requires information to be collected, analysed and organised. (1)

Planning and organising activities
Receiving and processing sales orders requires activities to be planned and organised. (1)

Working with others and in teams
Referring customers to relevant personnel will require team work to be applied. (1)

Using mathematical ideas and techniques
Processing sales orders will require the use of mathematical ideas and techniques. (1)

Solving problems
Dealing with customer complaints will require problem solving skills. (1)

Using technology
The use of technology may not be required in this unit. (0)