Elements and Performance Criteria

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.
Policies and procedures
Work is carried out in accordance with workplace procedures, licensing requirements and legislative requirements
Workplace information
Workplace information can include:
Standard Operating Procedures (SOPs)
workplace policy and procedures in regard to selling products and services
specifications
work notes
instructions or verbal direction from manager, supervisor or senior staff
Products
Products may include:
wines and spirits and associated merchandise (e.g. corkscrews and glasses)
a range of enterprise promotional merchandise (e.g. clothing and souvenirs)
a range of regional tourism merchandise (e.g. maps, postcards, art and craft objects)
Product knowledge
Product knowledge may include:
product style and characteristics
optimum serving condition
cellaring potential
storage requirements
stock availability
food and occasion matches
vintage characteristics
production techniques
price
discounts
special offers
sizes
Services knowledge
Services knowledge may include:
winery tours
opening hours
delivery or freight services
payment methods
winery newsletter and mail order facility
functions
hospitality and conference facilities
Specific requirements relating to products or services
Specific requirements relating to products or services may include:
serving
storage
safety
tour schedules
delivery costs
Team members
Team members may include:
people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Customers
Customers may include:
random visitors
regular clients,
organised groups
enterprise personnel
people from a range of social, cultural or ethnic backgrounds and physical and mental abilities. English may not be their first language. Buying or ordering experience and expertise may vary.
Customer service and sales
Customer service and sales may include:
face-to-face interaction
telephone
mail order
internet
Equipment
Equipment may be electronic or manual and should include that which is required to sell products and services according to workplace policies and procedures, and may include:
registers
point-of-sale terminals
scanners
EFTPOS and credit card processors
Materials
Materials may vary and should include that which is required to sell products and services according to workplace policies and procedures, and may include:
wine lists
promotional materials
tasting notes
Cellar door
Cellar door may vary according to:
size
type
location
distribution
function
Cellar door staff
Staff may:
be full time, part time or casual
work in other areas of the enterprise
Trading or working conditions
Trading or working conditions may be:
routine, busy or quiet
Information systems
Information systems may be:
print or screen based

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
Assessment must be carried out in a manner that recognises the cultural and literacy requirements of the assessee and is appropriate to the work performed. Competency in this unit must be achieved in accordance with food safety standards and regulations.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of ability to:
demonstrate knowledge of range of wine, other products and services sold through cellar door
demonstrate sufficient knowledge of competitors’ products and services to allow effective and positive comparison to a customer of own products and services
gather information on customer requirements
match customer requirements to appropriate type and price range of wine, other product or service
correct identification of support personnel and product specialists
close sales.
Context of and specific resources for assessment
Assessment must occur in a real or simulated workplace where the assessee has access to:
personal protective clothing and equipment as required
work procedures, including advice on company practices, safe work practices, food safety, quality and environmental requirements
instructions, information, specifications and schedules as required
equipment, services and corresponding information as required
products and materials as required
internal and external customers and suppliers as required
cleaning procedures, materials and equipment as required
documentation and recording requirements and procedures.
Method of assessment
This unit should be assessed together with other units of competency relevant to the function or work role.
Guidance information for assessment
To ensure consistency in one's performance, competency should be demonstrated on more than one occasion over a period of time in order to cover a variety of circumstances, cases and responsibilities, and where possible, over a number of assessment activities.