Unit of competency Outline
Date retreived
23/07/2026 6:52 AM AWST
23/07/2026 6:52 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.
Sell floristry products
Sell floristry products
Unit of competency
National Code
SFLSOP307A
SFLSOP307A
State Code
D7693
D7693
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
26/10/2011
Field of Education
080501 - Sales
Original Release Date
26/10/2011
Nominal Hours
27
Description
This unit describes the performance outcomes, skills and knowledge required to proactively sell floristry products. It requires the ability to identify specific customer needs, to apply in-depth product knowledge and suggest a range of products to meet those needs, and to provide current and accurate product information and close the sale. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. However, some floristry businesses supply liquor, the sale of which is regulated. Where this is the case, it is appropriate to select the responsible service of alcohol unit of competency as an elective and assess it in combination with this unit.
Notes
Elements and Performance Criteria
1. Identify customer needs.
- 1.1. Accurately identify specific customer needs and preferences, including cultural needs and expectations.
- 1.2. Accurately identify the specific product information and advice needs of the customer.
- 1.3. Identify any customer requirements which, if met, would breach ethical, legal or confidentiality commitments.
- 1.4. Establish rapport with the customer to promote goodwill and trust.
2. Suggest products to meet customer needs.
- 2.1. Use product knowledge to tailor product options to the customer's specific needs.
- 2.2. Make any product and service suggestions according to current promotional focus of the organisation.
- 2.3. Seek information on competitors' product range and use to offer comparisons when selling to customers.
- 2.4. Make the customers aware of additional products and options that may enhance their request and maximise the sale profitability.
- 2.5. Source additional information to meet specific customer needs.
3. Provide product information and advice.
- 3.1. Apply product knowledge to provide current and accurate product information and advice in a timely manner.
- 3.2. Suggest optional products and services where desired products are unavailable.
- 3.3. Promptly present all options in a format and style most appropriate to the particular customer and according to the organisation's procedures.
- 3.4. Disclose any fees determined by the organisation to ensure charges for sales, product coordination and delivery activities are clearly understood by the customer.
- 3.5. Ensure the scope and depth of the information is appropriate to customer needs.
- 3.6. Clearly explain and promote product features and benefits to the customer.
- 3.7. Provide additional information to address customer questions and objections.
- 3.8. Select and use techniques at the appropriate time to close the sale with the customer.
- 3.9. Identify and act on opportunities to enhance the quality of service to customers.
4. Follow up sales opportunities.
- 4.1. Where appropriate, make follow-up contact with the customer.
- 4.2. Provide any required after sales service according to the organisation's procedures.
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, 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 candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customer may be:
business to business customer e.g. retailer to an event co-ordinator
e-business
studio
new
regular
retail
corporate.
Ethical, legal or confidentiality commitments may relate to:
the sale of imported or use of rare, endangered, protected or quarantined plants
the sale of products that breach environmental laws
non-disclosure of purchaser to recipient for anonymity of the gift giver
breaching known or published requests by those holding a funeral for non-receipt of flowers (and offering alternative solutions)
breaching known cultural or religious protocols by the provision of inappropriate flower and plant materials or designs
inability to deliver to certain institutions with a policy of non-receipt e.g. schools, hospitals.
There is a broad range of products and services frequently sold by the floristry industry, including:
flowers including:
fresh (common, exotic and Australian wildflowers)
dry and preserved
artificial.
plant materials including:
fresh (common, exotic and Australian foliage)
dry and preserved
artificial
potted plants
fruit and vegetables.
horticulture products
display or stock items
cash and carry arrangements
ancillary items and merchandise including:
chocolates, fruit, nuts, alcohol
hampers
gift items of any type
novelties such as balloons and toys
flower preservatives and conditioning agents
presentation materials including:
wrapping
gift cards and message items
services such as:
design consultancy
event styling
relay organisation
transportation and delivery
labour for management of on-site events or special occasions
on-site installation and disposal of floral displays
on-site maintenance of all floral displays throughout the life of an event or special occasion.
large, small or themed corporate displays including components constructed off-site and assembled on-site for:
exhibition centres
ball rooms
restaurants and reception centres
theatres
galleries
hotels
government buildings
hospitals
corporate offices
marquees
gardens
cruise boats
churches or chapels.
floral arrangements for events and special occasions:
corporate events
balls and banquets
themed events
industry and other awards presentations
theatrical performances
trade shows
exhibitions
floral festivals
weddings
parties e.g. birthdays and engagements
celebrations e.g. Christmas and St Valentine's Day
religious celebrations e.g. communions, bar mitzvahs
funerals.
Specific customer needs may relate to:
preferences or protocols of different cultures, nationalities and religions
family status
age
gender
specific wording of greetings or messages provided by the purchaser
assistance with developing wording of greetings or messages
assistance with translating wording of greetings or messages
assistance to customers purchasing funeral products that must comply with the procedures of funeral directors, cemeteries or crematoria
customer preferences for:
flower and plant materials (common, exotic and Australian wildflowers)
flower and plant materials that are known to be environmentally safe
colour
wrapping
baskets
decorative pots
buckets and decorative pails
containers (bowls, vases)
themes for an event or special occasion
the incorporation of corporate livery and or branding
purpose of the occasion:
wedding
funeral
corporate function
special occasions (Mother's Day, St Valentine's Day).
various floral components required for an event or special occasion:
number of items required
proposed size of items
budget or price limits of the customer
delivery requirements or special instructions.
Fees determined by the organisation may include:
service fee
consultation fee
relay fee
hire fee
transaction or credit card fee
loyalty program redemption fee
amendment fee
cancellation fee
reconfirmation fee
courier fee
organisation's delivery fee
communication fee
special sourcing fee to locate and transport items of special request such as non seasonal flower and plant materials.
Sales:
may be made for:
a single floristry product
multiple products and services making up a complete event or special occasion
custom designed products
products within a pre-determined business product range
display or stock items
relay services
events or special occasions
regular provision of floristry products for corporate clients
could be:
face-to-face
on the phone
in writing
by fax
by email or other electronic transmission.
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 candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customer may be:
business to business customer e.g. retailer to an event co-ordinator
e-business
studio
new
regular
retail
corporate.
Ethical, legal or confidentiality commitments may relate to:
the sale of imported or use of rare, endangered, protected or quarantined plants
the sale of products that breach environmental laws
non-disclosure of purchaser to recipient for anonymity of the gift giver
breaching known or published requests by those holding a funeral for non-receipt of flowers (and offering alternative solutions)
breaching known cultural or religious protocols by the provision of inappropriate flower and plant materials or designs
inability to deliver to certain institutions with a policy of non-receipt e.g. schools, hospitals.
There is a broad range of products and services frequently sold by the floristry industry, including:
flowers including:
fresh (common, exotic and Australian wildflowers)
dry and preserved
artificial.
plant materials including:
fresh (common, exotic and Australian foliage)
dry and preserved
artificial
potted plants
fruit and vegetables.
horticulture products
display or stock items
cash and carry arrangements
ancillary items and merchandise including:
chocolates, fruit, nuts, alcohol
hampers
gift items of any type
novelties such as balloons and toys
flower preservatives and conditioning agents
presentation materials including:
wrapping
gift cards and message items
services such as:
design consultancy
event styling
relay organisation
transportation and delivery
labour for management of on-site events or special occasions
on-site installation and disposal of floral displays
on-site maintenance of all floral displays throughout the life of an event or special occasion.
large, small or themed corporate displays including components constructed off-site and assembled on-site for:
exhibition centres
ball rooms
restaurants and reception centres
theatres
galleries
hotels
government buildings
hospitals
corporate offices
marquees
gardens
cruise boats
churches or chapels.
floral arrangements for events and special occasions:
corporate events
balls and banquets
themed events
industry and other awards presentations
theatrical performances
trade shows
exhibitions
floral festivals
weddings
parties e.g. birthdays and engagements
celebrations e.g. Christmas and St Valentine's Day
religious celebrations e.g. communions, bar mitzvahs
funerals.
Specific customer needs may relate to:
preferences or protocols of different cultures, nationalities and religions
family status
age
gender
specific wording of greetings or messages provided by the purchaser
assistance with developing wording of greetings or messages
assistance with translating wording of greetings or messages
assistance to customers purchasing funeral products that must comply with the procedures of funeral directors, cemeteries or crematoria
customer preferences for:
flower and plant materials (common, exotic and Australian wildflowers)
flower and plant materials that are known to be environmentally safe
colour
wrapping
baskets
decorative pots
buckets and decorative pails
containers (bowls, vases)
themes for an event or special occasion
the incorporation of corporate livery and or branding
purpose of the occasion:
wedding
funeral
corporate function
special occasions (Mother's Day, St Valentine's Day).
various floral components required for an event or special occasion:
number of items required
proposed size of items
budget or price limits of the customer
delivery requirements or special instructions.
Fees determined by the organisation may include:
service fee
consultation fee
relay fee
hire fee
transaction or credit card fee
loyalty program redemption fee
amendment fee
cancellation fee
reconfirmation fee
courier fee
organisation's delivery fee
communication fee
special sourcing fee to locate and transport items of special request such as non seasonal flower and plant materials.
Sales:
may be made for:
a single floristry product
multiple products and services making up a complete event or special occasion
custom designed products
products within a pre-determined business product range
display or stock items
relay services
events or special occasions
regular provision of floristry products for corporate clients
could be:
face-to-face
on the phone
in writing
by fax
by email or other electronic transmission.
EVIDENCE GUIDE
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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to communicate with the customer and correctly interpret the customer's product requirements
ability to apply sales techniques in response to a range of different customer situations
underpinning product knowledge
knowledge of consumer protection laws
ability to sell floristry products and services on multiple occasions and in response to multiple customer requests. To ensure consistency of performance and ability to respond to different requirements,this should occur over a period of time and cover a diverse range of floristry products and services
completion of sales activities within commercial time constraints.
Context of and specific resources for assessment
Assessment must ensure:
access to a fully equipped sales environment using appropriate computers, printers, information programs, publications and software programs currently used in the floristry industry to assist the sales function
interaction with customers to demonstrate selling techniques
the presence of sufficient customer traffic that allows for prioritisation of tasks
use of relevant and current product information to support the sales process, including brochures, price lists and product sales kits.
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:
direct observation of the candidate using various sales techniques to sell a product or service
project and role-play activities that allow the candidate to demonstrate selling skills, including sourcing initial and subsequent products to suit changing customer requests and finalising the sale
project or work activities that show the candidate's ability to sell floristry products and services within differing industry contexts e.g. sales within retail floristry shops, studio environments, telephone sales environments, e-businesses
written and oral questioning or interview to test knowledge of the consumer regulations that apply and communication principles that underpin sales
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBDES402A Interpret and respond to a design brief
SFLSOP201A Source information on floristry products and services
SFLSOP202A Recognise flower and plant materials
SFLSOP306A Provide quality service to floristry customers
SFLSOP308A Prepare quotations for floristry products
SFLDEC302A Design floristry products
SFLDEC407A Design complex floristry products
SFLDEC409A Coordinate floristry products for a special occasion
SFLDEC511A Style and manage an event.
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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to communicate with the customer and correctly interpret the customer's product requirements
ability to apply sales techniques in response to a range of different customer situations
underpinning product knowledge
knowledge of consumer protection laws
ability to sell floristry products and services on multiple occasions and in response to multiple customer requests. To ensure consistency of performance and ability to respond to different requirements,this should occur over a period of time and cover a diverse range of floristry products and services
completion of sales activities within commercial time constraints.
Context of and specific resources for assessment
Assessment must ensure:
access to a fully equipped sales environment using appropriate computers, printers, information programs, publications and software programs currently used in the floristry industry to assist the sales function
interaction with customers to demonstrate selling techniques
the presence of sufficient customer traffic that allows for prioritisation of tasks
use of relevant and current product information to support the sales process, including brochures, price lists and product sales kits.
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:
direct observation of the candidate using various sales techniques to sell a product or service
project and role-play activities that allow the candidate to demonstrate selling skills, including sourcing initial and subsequent products to suit changing customer requests and finalising the sale
project or work activities that show the candidate's ability to sell floristry products and services within differing industry contexts e.g. sales within retail floristry shops, studio environments, telephone sales environments, e-businesses
written and oral questioning or interview to test knowledge of the consumer regulations that apply and communication principles that underpin sales
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBDES402A Interpret and respond to a design brief
SFLSOP201A Source information on floristry products and services
SFLSOP202A Recognise flower and plant materials
SFLSOP306A Provide quality service to floristry customers
SFLSOP308A Prepare quotations for floristry products
SFLDEC302A Design floristry products
SFLDEC407A Design complex floristry products
SFLDEC409A Coordinate floristry products for a special occasion
SFLDEC511A Style and manage an event.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S3971 | WRFO306B | Apply product knowledge to meet customer needs | Unit of competency |
| S3972 | WRFO307B | Recommend on floristry products and services | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVG12 | SFLSOP009 | Sell floristry products | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D545 | SFL30110 | Certificate III in Floristry | Qualification |