Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included.
Service range may include:
delivery
finance options
installation
insurance facilities
material measuring and cutting
product service and repairs.
Inventory system may be:
centralised
electronic
manual.
Product knowledge may include:
accessories
age suitability and rating
available styles, sizes and colour range
brand options
component parts
country of manufacture
design features
durability
energy efficiency
environmental considerations and recycled products
health and hygiene
manufacturing process and construction
materials, ingredients and composition
operation
performance
price
quality
safety features and toxicity
storage and care requirements
supply and availability
sustainability characteristics, such as:
recyclable
non-toxic
warranties
workmanship.
Relevant sources of information may include:
catalogues
contacting suppliers direct
customer feedback
designated staff members
internet
manufacturer brochures and specifications
organisation or trade product manuals
supplier product leaflets
trade shows.
Customers may include:
individuals or organisations
people from a range of social, cultural and ethnic backgrounds
people with varying physical and mental abilities
people with routine or special requests
people with special needs
regular and new customers.
Customer requirements may include:
age suitability
colour preferences and style
culture and ethnicity
durability, function and usage
existing skills and knowledge
fashion and preferences
health factors
interests
lifestyle
price
size
usage requirements.
Relevant legislation may relate to:
censorship, licensing and copyright laws relevant to the retail sales environment
customs regulations
industry codes of practice
work health and safety (WHS)
pricing procedures, including GST requirements
privacy laws
sale of second-hand goods
Australian consumer law relevant to the retail sales environment.
Comparisons between product and manufacturer warranty terms may relate to:
benefits
duration
features
limitations
price, where applicable.
Organisational policy and proceduresmay include:
interaction with customers
processing items for service and repair
selling specialised products and services.
Negotiating individual product pricesmay include:
adding value to purchase
bulk discounts
individual discounts
price matching.
Diagnosis of problem may occur:
by electronic or postal correspondence
by telephone
face-to-face.
Follow-up action may occur:
by appointment
by electronic or postal correspondence
by telephone
face-to-face
formally or informally.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
updates and applies product knowledge to provide comprehensive advice to customers and staff, including technical information and advice on warranties and insurance policies where applicable
applies organisational policy and procedures and industry codes of practice in regard to sales and customer service procedures
advises customers and informs sales team members of organisation’s range of products, their features and benefits, performance, complementary products, product availability and warranties
advises customers and sales team members on operation, storage and use of products
estimates and quotes on quantities of product required, as relevant to the product and customer requirements
negotiates and administers price and payment options with customers as per organisational policy and procedures
advises on and arranges for internal and external organisation services, including repairs, according to organisational policy and procedures.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated retail work environment
relevant sources of product information
relevant documentation, such as:
organisational policy and procedures manuals
industry codes of practice and relevant legislation
organisational inventory
an appropriate range of products
a range of customers with different requirements.
Method 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
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.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.