Elements and Performance Criteria

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 individual, accessibility of the item, and local industry and regional contexts) may also be included.
Customersmay include:
a single customer, couples, families or groups
customers with routine or special requests
internal and external contacts
new or repeat contacts
people from a range of social, cultural and ethnic backgrounds
people with varying physical and mental abilities.
Clarification of customer requirements may be achieved by:
active listening
appropriate questioning
empathy
observation
reassurance and confirmation.
Outcomesmay include:
credibility of store
customer commitment
customers’ trust
increased return customer base.
Maintaining professional ethics with the customer may include:
confirmed appraisals of products and services
honesty
positive statements.
Customer needs and preferences may include:
brand
customer physical needs
price
product characteristics
product type
size.
Sales techniques will include:
add-on and complementary products and services
selling up or down
suggestive selling
variety of methods of closing sales.
Legislative requirements may include:
environmental protection legislation
health and welfare law specific to local government, state and federal legislation
liquor laws
WHS
pricing procedures, including GST requirements
privacy laws
sale of second-hand goods
tobacco laws
Australian Consumer Law and fair trading Acts
transport, storage and handling of goods.
Store policy and procedures in regard to:
dealing with difficult customers
maintaining and using client records
promotional, marketing, discounting and reward programs
resolving customer complaints
selling products and services.
Backup service may include:
delivery specifications
financial products and services
installation
returns policies
technical support
warranties and guarantees.
Customer database may be:
computer-based
manual.
Product characteristicsmay include:
features and benefits
price range
supplier or manufacturer information
target group.
Promotional materials may include:
brochures
business cards
pamphlets
posters
promotional merchandise
vouchers.
Sales presentations may be:
at client site
in-house
verbal
visual.
Customer records may include:
anniversaries and special dates
details of items bought or returned
name and contact details
personal preferences
transaction records.
Customer loyalty schemes may include:
credit or discount facilities
customer clubs
customer reward schemes
special offers.

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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
applies:
detailed knowledge of manufacturer and supplier supply, backup service and warranty information to enhance customer support
industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services
store policies and procedures in regard to selling products and services, dealing with customers, planning and implementing sales presentations, and providing after-sales support
develops customer commitment to store and builds return customer base by establishing rapport and relationship with customer, maintaining professional ethics, and discerning customer buying motives, requirements and preferences
establishes, records and maintains customer records and details, maintaining customer confidentiality, ensuring secure storage of data, and using customer records to maximise customer interest and create a buying atmosphere
evaluates personal or team sales performance to maximise future sales
maximises sales opportunities by using effective selling techniques, applying detailed product knowledge, and using an appropriate sales approach to sell the benefits of products, overcome objections and close sales
plans, prepares and conducts sales presentations and briefs
supports staff where required, to create a buying environment and maximise sales performance
resolves customer complaints by acknowledging problems and supporting customer to produce positive outcomes and obtain mutually acceptable complaint resolution
uses effective questioning, listening and observation skills to determine customer requirements.
Context of and specific resources for assessment
Assessment must ensure access to:
a retail work environment
relevant sources of product information
relevant documentation, such as:
policy and procedures manuals
industry codes of practice and relevant legislation
WHS legislation and codes of practice
a range of customers with different requirements
an appropriate range of products and equipment
a customer database system.
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:
observation of the candidate in the workplace
customer feedback
written or verbal questioning to assess knowledge and understanding
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.