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 in the performance criteria is detailed below.
Product knowledge may include
types of publications in the store range
authors
genre
age suitability
edition and forthcoming titles
associated productions, e.g. films
editions
frequency of publications
marketing tie-ins
price
availability
ancillary products and services offered by the store.
Relevant sources of information may include:
publisher and distributor brochures
sales posters
catalogues
internet
trade and association journals
bibliographical lists
store brochures
leaflets and newsletters
book reviews
blurbs on book covers
sales representatives
customer or other staff recommendations
designated staff members.
Store product and service range may include:
new books
second-hand books
book clubs
incentive schemes
local or overseas magazines.
local or overseas newspapers
stationery
office supplies
art materials
greeting cards and wrapping papers
film
cigarettes
sweets
home delivery
newspaper and magazine reservations
lottery or other services.
Inventory system may be manual or computerised and may include:
cataloguing systems
location of books in store
publisher lists
publisher returns
supplier lists
prices
stock availability and supply time.
Legislative requirements may include:
censorship and copyright legislation
consumer law
customs regulations
X and R rated licensing arrangements
sale of second-hand goods
GST
lottery licensing
Trade Practices and Fair Trading Acts
WHS
sale of cigarettes.
Customers may include:
people with routine or special requests
regular or new customers
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Home delivery arrangements may be recorded:
manually
online.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
continually updates and applies product knowledge to provide comprehensive advice to customers and staff, including accessing information
consistently applies store policy and procedures and industry codes of practice in regard to sales and customer service procedures
advises customers and informs other sales team members of types and features of store range of books, newspapers and magazines, and other products and services, including editions, quality, content and age suitability
uses and applies the store inventory system to check stock levels, supplier lists, price lists, reserve books, record publisher returns data and accurately administer publisher returns
demonstrates correct negotiation and administration with regard to reader or newsagency services according to store policy and procedures, including home delivery and newspaper and magazine reservations.
Context of and specific resources for assessment
Assessment must ensure access to:
a retail book or newsagency work environment
relevant sources of product information
relevant documentation, such as:
store policy and procedures manuals
relevant legislation and industry codes of practice
WHS legislation and codes of practice
an appropriate range of book or newsagency products and services
a range of customers with different requirements.
Methods 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 performance in the workplace
third-party reports from a supervisor
customer feedback
answers to questions about specific skills and knowledge
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.