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:
brand options
quality
price
safety features
age suitability and rating
classification
performance
durability
materials
type
warranties.
Relevant sources of information may include:
manufacturer and supplier product catalogues and leaflets
store product manuals
TV promotions and shows
trade fairs
warranty information
customer feedback
consulting store information
internet
designated staff members
contacting suppliers direct.
Product range may include:
furniture, including bassinettes and cots
baby carriers, prams, strollers, pushers,
child restraints
clothing
accessories and toys
second-hand goods.
Customers may include:
those with routine or special requests
regular and new customers
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Other staff may include:
new or existing staff
people with varying levels of language and literacy
people from a range of cultural, social and ethnic backgrounds.
Legislative requirements may include:
consumer law
environmental law
WHS
welfare law specific to local government, federal and state or territory legislation
sale of second-hand goods
industry codes of practice
Trade Practices and Fair Trading Acts
pricing procedures, including GST requirements.
Comparisons between product and manufacturer warranty terms and insurance policies may relate to:
features
benefits
limitations
duration
price, where applicable.
Store policy and procedures with regard to:
selling toddlers and baby products
interacting with customers
processing items for service and repair.
Service range may include:
product service and repairs
insurance facilities.

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:
consistently applies store policy and procedures, legislative requirements and industry codes of practice in regard to sales and customer service procedures
updates and applies product knowledge to provide comprehensive advice to customers and staff, including technical information and advice on warranties and insurance policies where applicable
consistently advises customers and informs sales team members of design and safety features, age suitability and rating, and performance characteristics of store range of products
consistently advises on stock availability, warranties and price and payment options, and negotiates and arranges product service and repairs according to store policy and procedures.
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
product outlines
an appropriate range of toddler and baby 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
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.