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 in regard to:
selling products and services

Legislative requirements may include:
Trade Practices Act
tobacco laws
liquor laws
Lottery Acts
industry codes of practice
occupational health and safety
sale of second hand goods
sale of X and R rated products
trading hours
transport, storage and handling of goods

Product knowledge may include:
brand options
product features/benefits
warranties
safety features

Product knowledge may be developed and maintained by:
accessing the Internet
attending product launches
attending product seminars
discussions with staff members
accessing product information booklets/pamphlets

Pricing structure may include:
sales reductions
pricing procedures including Goods and Services Tax (GST) requirements
mark downs

Customers may include:
people with routine or special requests
people with special needs
regular and new customers
people from a range of social, cultural or ethnic backgrounds and physical and mental abilities

Customer requirements may include:
specific brand
sizing
quality
quantity
price range
usage

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:

Consistently applies store policies and procedures and industry codes of practice in regard to customer service and selling products and services.
Develops, maintains and conveys product knowledge to customers.
Applies detailed and specialised product knowledge to provide accurate advice according to the needs of the customer.

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:

Specialised product knowledge including:
warranties
benefits and features
shelf life/use by date
storage requirements
ingredients or materials contained in product
product/ingredient origins
care and handling of products
corresponding or complementary products and services
stock availability
Store/industry manuals and documentation
Stock and merchandise range
Service range
Procedures for taking orders
Pricing procedures including Goods and Services Tax (GST) requirements
Other relevant policies and procedures
Relevant legislation and statutory requirements
Relevant industry codes of practice

Skills in:

Interpersonal communication skills
Using a range of communication/electronic equipment
Accessing relevant product/service information
Literacy skills in regard to:
reading and understanding product information
reading and understanding store policies and procedures
recording information
Numerical skills in regard to:
estimating and calculating costs relevant to pricing products

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 WRRS2B can be assessed with other units which relate to the specific 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
Access to a range of stock and merchandise
Relevant documentation, such as:
price lists
store policy and procedures manuals
Access to a range of customers with different requirements
A range of communication equipment

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
Recommending specialised products to customers requires ideas and information to be communicated. (2)

Collecting analysing and organising information
Developing product knowledge requires information to be collected, analysed and organised. (2)

Planning and organising activities
Developing knowledge of competitor's products and services may require activities to be planned and organised. (1)

Working with others and in teams
Team work may be required when developing and relaying product knowledge to other team members. (1)

Using mathematical ideas and techniques
Making comparisons with competitor's pricing structure will require the use of mathematical ideas and techniques. (2)

Solving problems
Problem solving will be applied when evaluating merchandise according to customer requirements. (2)

Using technology
The use of technology will be applied when developing product knowledge through accessing the Internet. (2)