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 policy and procedures with regard to:
hiring and selling video products
Store merchandise range may include:
video movies for sale or hire
digital video disc (DVD)
video/television accessories
blank video tapes
video and computer games
music compact discs
confectionery and/or promotional products
Customer profiles may include:
age
cultural background
previous movie preferences
Visual checking of videos may include:
tape re-wind
heat damage, casing warped
tape damage/breakage/chewed up
security seals where applicable, especially in regard to videos being swapped
Re-circulation of hire stock may include:
maintenance/repair of damaged stock
replacement of stock for hire display/file
Stock may be displayed in categories which may include:
series
alphabetical order (up to third letter)
themes
release date
special promotions
actor/director
Relevant sources of information may include:
video source directories
store product manuals
suppliers/distributors preview tapes/video clips
suppliers/distributors brochures
customers reports and recommendations
Internet
Product specifications may include:
genre/theme of movie
new releases
directors
actors
price
country of manufacture
performance efficiency
safety features
care and maintenance requirements
movie availability
type and content
censors classification
Terms and conditions may include:
due dates for return of rented items
late charges
use of card by unauthorised persons
Legislative requirements may include:
censorship and copyright legislation
customs regulations
X and R rated licensing requirements
privacy laws
Australian Censors Classification
sale of second hand goods
consumer law
Trade Practices and Fair Trading Acts

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:

Continually updates and applies product knowledge to provide comprehensive advice to customers and staff, including skills in accessing information.
Consistently applies store policies and procedures and industry codes of practice in regard to sales/customer service procedures.
Advises customers and informs sales team members of types and features of store range of video products and services, including videos, video games, music CD's, equipment and accessories.
Advises on and administrates store video membership requirements.
Demonstrates correct administration of video hire and return procedures in accordance with store policy and procedures.

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:

sales/customer service
methods of dealing with special needs/requests of customers
customer complaints
hire and return of video tapes and games
Types and features of store range of video products
Store maintenance requirements
Store range of video services, including membership, hire and return of video tapes and games
Basic operation of the video industry
Relevant legislation and statutory requirements
Relevant industry codes of practice
Relevant occupational health and safety legislation/regulations/codes of practice

Skills in:

Interpersonal communication skills
Handling customers with special needs, including difficult or abusive customers
Keyboard operation to facilitate data entry of customer membership, hire and return of video tapes and games
Operating store range of products, including VCR to television connection

Literacy skills in regard to:

reading and understanding product information and warnings

Numeracy skills in regard to:

data entry

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 WRRSS14B can be assessed with other units that make up a particular job function.

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

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

Resources Required
A retail work environment
Relevant sources of product information

Relevant documentation, such as:

store policy and procedures manuals
relevant legislation and industry codes of practice
occupational health and safety legislation/regulations/codes of practice
Access to an appropriate range of video products and services
Access to a range of customers with different requirements

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
Information on store products and services needs to be communicated to customers and staff. (2)

Collecting analysing and organising information
Product information needs to be collected, analysed and organised. (2)

Planning and organising activities
Identifying comparisons between products and informing customers requires activities to be planned and organised. (2)

Working with others and in teams
Working with others to provide advice to customers requires team work. (2)

Using mathematical ideas and techniques
Advising on costs for membership and rentals requires the use of mathematical ideas and techniques. (2)

Solving problems
Identifying customer requirements and advising on appropriate products requires problem solving skills. (2)

Using technology
Operating a range of store equipment requires the use of technology. (2)