Unit of competency Outline

Date retreived
23/07/2026 7:39 PM AWST

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Recommend home and home improvement products and services

Recommend home and home improvement products and services

Unit of competency
National Code
SIRRRPK010A
State Code
S6093
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
2.00
Current Release Date
13/06/2012
View on TGA
State Implementation and Classification
Approved Date
19/06/2014
Field of Education
080501 - Sales
Original Release Date
19/06/2014
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to provide advice to customers to assist their buying decisions regarding home and home improvement products and services.
Notes
Elements and Performance Criteria
1. Research store product range.
  • 1.1.Develop product knowledge by accessing relevant sources of information.
  • 1.2.Identify store product range, according to relevant product information.
2. Recommend home and home improvement products.
  • 2.1.Identify relevant products to meet expressed customer requirements to assist their buying decisions.
  • 2.2.Demonstrate features and benefits of products to customers to create a buying environment.
  • 2.3.Convey technical features and benefits as outlined in manufacturer specifications.
3. Advise on product warranties.
  • 3.1.Clearly explain comparisons between product and manufacturer warranty terms to customers.
  • 3.2.Confirm individual product warranty terms and by accessing relevant sources of information and accurately conveying to customers.
  • 3.3.Provide customers with written information regarding individual product warranty terms and conditions, especially extended or promotional warranties, according to store policy and procedures.
4. Estimate quantities and order product.
  • 4.1.Estimate area and product quantities, where required, based on manufacturer specifications, plan provided or customer needs.
  • 4.2.Arrange for area measurement where indicated by product type and according to store procedures.
  • 4.3.Calculate cost to customers and prepare quotes according to store policy and procedures.
  • 4.4.Order product and arrange customer pick up and delivery or installation where required.
  • 4.5.Provide customers with accurate information regarding product availability, delivery and installation procedures as required, including date and time of delivery.
  • 4.6.Notify customers promptly of any undue delays regarding completion, supply or installation of products.
5. Negotiate price and payment options.
  • 5.1.Convey store recommended retail pricing for various brand options accurately conveyed to customers according to legislative requirements.
  • 5.2.Negotiate individual product prices according to store policy where necessary to achieve sales.
  • 5.3.Convey store payment options to customers and negotiate preferred option following store procedures.
6. Advise on and arrange product service and repair.
  • 6.1.Diagnose problem in terms of operator and equipment faults by observation, customer questioning and accessing manufacturer information.
  • 6.2.Offer solutions according to nature of problem, available product information and store policy.
  • 6.3.Identify and accurately describe service and repair process to customers, as required, according to store policy.
  • 6.4.Prepare and supply quotations and timelines to customers for basic service and repairs.
  • 6.5.Identify and accurately transcribe customer details to repair form according to store procedures.
  • 6.6.Label and securely store items for repair according to store policy.
  • 6.7.Notify customers without undue delay on completion of service and repair.
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:
function
brand and product options
warranties
quality
accessories
component parts
storage and operation
design features
style
available colour range
manufacturing process
price
partner or complementary products
country of manufacture
energy efficiency
safety features, including flammability
environmental considerations
materials and fibre types
construction of products
care and maintenance requirements
stain and dirt resistance
product performance
colour fastness, colour fading properties
availability.
Relevant sources of information may include:
supplier product leaflets
store product manuals
energy rating information
warranty information
internet
trade shows
customer feedback
consulting store information
designated staff members
contacting suppliers direct.
Store product range may include:
home and home improvement products
furniture products
floor covering products and services
kitchen and bathroom renovation products
hardware products
home gardening products
soft furnishings
manchester
haberdashery.
Customer requirements may include:
usage requirements
lifestyle
price range.
Features and benefits of products may include:
product type
product performance features
product durability
function
warranties
quality
design aspects of colour and texture feel
thickness and weight of furnishing fabrics
acoustic and thermal insulation properties of materials
manufacturing process
price
country of manufacture
energy efficiency
environmental considerations.
Customers may include:
new and existing customers
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities
customers with routine or special needs.
Estimatingarea and product quantities may include:
using measuring tools
using a calculator
estimating from builders' and architects' plans
on-site measuring
estimating based on measurements provided by customer
making allowances for pattern matching
estimating linear or volume-based quantities.
Store policy and procedures may include:
policy and procedures relating to sales, payment and credit options, store reward schemes and customer service.
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 other sales team members
understands and applies available product information when providing advice to customers
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 on store home and home improvement products in the store merchandise range. Advises customers and other sales team members on store merchandise range warranties and store pricing and payment options.
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:
store policy and procedures manuals
industry codes of practice and relevant legislation
WHS legislation and codes of practice
an appropriate range of home and home improvement products
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.