Elements and Performance Criteria

The Range Statement provide the range of applications of this competency standard 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 bakery products
Store bakery product range may include:
bread lines
sweet yeast products (buns, scrolls, donuts)
pies, pizzas
cakes (plain, cream, custard, fruit)
pastry lines (sweet, savoury, custard, fruit)
hot or cold items
cooked or uncooked items
par-baked or frozen
iced and un-iced items
Comparisons between products may relate to:
product varieties
nutritional and dietary aspects
flavor
ingredients
price
Product information may include:
bakery product identification
use
preparation/convenience
cooking methods/recipes
nutritional information
country of origin
seasonal availability
taste preferences
flavours
handling and storage conditions/shelf life
Relevant sources of information may include:
store or supplier product manuals
product profiles
videos
Internet
demonstrations
self paced learning programs
labels
store tours
other staff
Special needs of customers may include:
dietary requirements
allergic reactions
Customers information requested may be related to:
preference
health factors
cultural group
price
Operational requirements may include:
staffing levels
routine or busy trading conditions

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 which comply with consumer law and legislative requirements regarding the sale of bakery products.
Consistently applies product knowledge to advise on and sell bakery products and services.
Consistently applies store policies and procedures and industry codes of practice in regard to customer service and selling products and services.
Consistently develops, maintains and conveys product knowledge to other staff as required.
Consistently applies detailed and specialised product knowledge to provide accurate advice according to customer needs.

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:

the store food safety plan
the sale of bakery products
quality policy to customers and suppliers, including product, service, cleanliness and presentation
allocated duties and responsibilities
stock availability
ordering procedures
Current retail bakery products and services available to customers

Specialist product knowledge including:

specialised products
corresponding benefits of various products
shelf life, use-by date
storage requirements
ingredients contained in product
basic dietary and nutritional aspects
food additives
flavour of various products
uses and preparation methods
basic production methods
features and use of products
corresponding or complementary products and services
Store/industry manuals and documentation (paper based or computerised)
Procedures for taking customer orders
Buying and ordering procedures
Pricing requirements including Goods and Services Tax (GST) requirements
Other relevant policies and procedures
Relevant occupational health and safety requirements
Relevant legislative and statutory requirements
Relevant industry codes of practice

Skills in:

Ability to interpret store/industry manuals and documentation (paper based or computerised)
Interpersonal communication skills

Literacy skills in regard to:

reading and understanding product information
reading and understanding store policies and procedures
recording information

Numerical skills in regard to:

pricing, estimation and weighing of quantities

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 WRRFS5B can be assessed with unit:

WRRLP6C Apply retail food safety practices

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
Sources of product information
A range of bakery products

Relevant documentation, such as:

store policy and procedures manuals
occupational health and safety guidelines

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
Product information and advice needs to be communicated to customers. (2)

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

Planning and organising activities
Providing retail bakery services requires activities to be planned and organised. (1)

Working with others and in teams
Team work will be required when seeking information from other staff members. (1)

Using mathematical ideas and techniques
The use of mathematical ideas and techniques will be applied when pricing and estimating product quantities. (2)

Solving problems
Problem solving skills will be applied when identifying customer needs and recommending bakery products. (2)

Using technology
The use of technology will be applied when accessing product information through video and computer based methods. (1)