Unit of competency Outline

Date retreived
23/07/2026 6:53 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Interact with customers

Interact with customers

Unit of competency
National Code
SIRXCCS002A
State Code
S6113
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
09/12/2010
View on TGA
State Implementation and Classification
Approved Date
22/04/2013
Field of Education
080501 - Sales
Original Release Date
22/04/2013
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to deliver service to customers. It entails being able to communicate effectively with customers, respond to their complaints, receive and process sales orders and identify special customer requirements.
Notes
Elements and Performance Criteria
1 Deliver service to customers.
  • 1.1 Conduct communication with customers in a professional, courteous manner according to store policy.
  • 1.2 Meet customer needs and reasonable requests or refer to supervisor according to store policy and legislative requirements.
  • 1.3 Record customer details and information where necessary.
  • 1.4 Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction.
  • 1.5 Recognise and act upon opportunities to deliver additional levels of service beyond the customer's immediate request.
  • 1.6 Maintain contact with customer until sale is completed according to store policy.
  • 1.7 Farewell customer appropriately and courteously according to store policy.
  • 1.8 Use verbal and non-verbal communication to develop rapport with customers during service delivery.
  • 1.9 Encourage repeat customers by promotion of appropriate services or products according to store policy.
  • 1.10 Process customer returns or refunds according to store policy and procedures.
2 Respond to customer complaints.
  • 2.1 Convey a positive, helpful attitude to customers when handling complaints according to store policy.
  • 2.2 Handle complaints sensitively, courteously and with discretion.
  • 2.3 Establish and confirm with customer nature of complaint by active listening and questioning.
  • 2.4 Take action to resolve complaint to customers' satisfaction wherever possible.
  • 2.5 Promptly refer unresolved customer dissatisfaction or complaints to supervisor.
  • 2.6 Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customers according to store policy.
  • 2.7 Complete documentation regarding customer dissatisfaction or complaints accurately and legibly.
  • 2.8 Take follow-up action as necessary to ensure customer satisfaction.
3 Receive and process sales orders.
  • 3.1 Record customers' details and information accurately.
  • 3.2 Promptly refer customers to appropriate area as required.
  • 3.3 Provide customers with information in clear, concise manner.
  • 3.4 Process, record and act upon sales orders according to store policy.
4 Identify special customer requirements.
  • 4.1 Promptly identify customers with special needs or requirements by observation and questioning.
  • 4.2 Verbally and non-verbally convey a willingness to assist.
  • 4.3 Promptly service, refer or redirect customers' needs as required.
using open and inclusive language
speaking clearly and concisely
using appropriate language
non-verbal communication
face-to-face or telephone contact with customers.

new or repeat contacts
internal and external contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

customer service
dealing with customer complaints
processing sales orders
cash handling.

information regarding store facilities and services
location of specific items within the store
product information
returns or refunds.

Trade Practices Act
tobacco laws
lottery legislation
liquor licensing regulations
sale of X and R rated products
sale of second-hand goods
trading hours
transport, storage and handling of goods.

all store activities
internal and external customers
follow up in event of delays in service provision.

service
products
prices.

verbal and non-verbal communication with:
customers
staff
supervisors and management
suppliers
recommendations to supervisor regarding policy and procedure development or alteration.

verbal
written
electronic.

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 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 and 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 special customer requirements
accesses, records and processes sales orders accurately and responsibly according to store policy and procedures
collaboratively works within a team to meet customers' needs.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

sales order forms
complaint and return forms
stock, inventory and price lists
store policy and procedures manuals
a range of customers with different requirements
point-of-sale equipment and materials
a communication system or 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 performance in the workplace
a role play
third-party reports from a supervisor
customer feedback
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, for example:

SIRXCCS001A Apply point-of-sale handling procedures
SIRXRSK001A Minimise theft
SIRXINV001A Perform stock control procedures
SIRXFIN001A Balance point-of-sale terminal.

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.

Replaces
State Code National Code Title Type
N0668 WRRCS3B Interact with customers Unit of competency
Replaced By
State Code National Code Title Type
WD948 SIRXCCS202 Interact with customers Unit of competency