Unit of competency Outline

Date retreived
23/07/2026 7:05 AM AWST

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Recommend business and leisure products and services

Recommend business and leisure products and services

Unit of competency
National Code
SIRRRPK012A
State Code
S6095
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
10/06/2008
Field of Education
080501 - Sales
Original Release Date
10/06/2008
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to recommend business or leisure products and services to customers.
Notes
Elements and Performance Criteria
1. Research store business or leisure product range.
  • 1.1.Develop product knowledge by accessing relevant sources of information.
  • 1.2.Identify products according to relevant product information.
  • 1.3.Develop knowledge and application of manufacturer technical information.
  • 1.4.Demonstrate and show store products to customer according to store policy.
2. Recommend business and leisure products.
  • 2.1.Identify customer requirements through questioning and active listening.
  • 2.2.Identify and evaluate store merchandise relevant to customer requirements.
  • 2.3.Convey technical features and benefits from manufacturer specifications to assist customers buying decisions.
  • 2.4.Demonstrate or explain product application to customers in a systematic manner as required to create a buying environment.
  • 2.5.Apply correct measuring, fitting and sizing procedures where relevant to the store product range.
3. Advise on product warranties.
  • 3.1.Clearly explain comparisons between product and manufacturer warranties to customers.
  • 3.2.Access relevant sources of information and explain individual product warranty terms and conditions 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. Negotiate price and payment options.
  • 4.1.Convey store recommended retail pricing for various brand options to customers, according to store procedures and legislative requirements.
  • 4.2.Negotiate individual product prices, according to store policy where necessary to achieve a sale.
  • 4.3.Convey store payment options to customers and negotiate customer preferred options according to store procedures.
5. Advise on and arrange product warranty claims, service and repairs.
  • 5.1.Identify warranty, service and repairs process, and accurately describe to customers as required, according to store procedures.
  • 5.2.Determine the nature of customer product warranty claims and service or repair requests through questioning and product observation.
  • 5.3.Identify price and timelines for warranty and basic service and repairs and quote to customer where applicable.
  • 5.4.Identify customer details and accurately transcribe to warranty and repair forms, according to store procedures and legal requirements.
  • 5.5.Label items for repair and securely store according to store procedure.
  • 5.6.Notify customers without undue delay on completion of service and repairs.
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:
operation and use
quality
brand options
product and design features
manufacturing process
country of manufacture
price
technical information.
Relevant sources of information may include:
supplier product leaflets
store product manuals
sales representatives
internet
warranty information
customer feedback
staff members
contacting suppliers direct.
Relevant product information may include:
operation and use
quality
brand options
product and design features
manufacturing process
country of manufacture
price
technical information.
Customers may include:
people with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Store merchandise range may include:
cameras or photographic equipment, including:
compacts, focus free and fixed, auto-focus, twin-lens and zoom, digital
lens systems, including single lens reflex (SLR), interchangeable lens, auto and manual focus
electronic flash
advanced photo systems
video cameras
photographic equipment accessories
books, manuals, albums, frames, photo processing supplies, binoculars and telescopes
computer products, including:
word processing, spreadsheet, games, graphics, database
corporate, business, entertainment or educational applications
computers
monitors of varying size, resolution (digital and analogue, LCD and CRT)
printers
scanners
types of mouse
modems
fax machines
operating systems
computer accessories, such as memory upgrades, video cards, sound cards, CDs, paper and printer
supplies, cords, cables and fittings
hard goods, gear and accessories for team sports
equipment, gear and accessories for individual sports, including:
fishing or water sports
climbing
hiking
exercise and weight training
skiing
cycling, skateboarding and rollerblading

gas equipment and fittings
camping equipment and gear
sporting equipment and clothing
toy products, including:
hobbies and models
electronics and computerised games (hand-held, console, CD-ROM)
games and puzzles
educational toys and books
musical toys
dolls
costumes and accessories
plush and soft toys
indoor and outdoor play and sporting equipment
art and craft
beach and pool toys
ride on toys and equipment
action toys and equipment
spare parts and accessories
music and audio products, including:
specialist musical instruments
hi-fis, radios, walkmans and MP3 players
pre recorded music
accessories
books and manuals
sheet music
second-hand goods
audiovisual and entertainment products, including:
televisions, video projectors and PC/TV
video recorders, DVD players, DVD recorders and set top boxes
home theatre systems
portable multimedia players
car audio equipment
video cameras
portable audio equipment
recorded DVDs, videos, games and other media
blank media, software, spare parts and accessories
whitegoods, including:
refrigerators, wine chillers and freezers
clothes dryers
washing machines
ovens, ranges, cooktops and rangehoods
microwave ovens
dishwashers
small appliances, including:
toasters and toaster ovens
vacuum cleaners and floorcare appliances
electric barbecues, grills
electric frypans, skillets, deep fryers, woks, slow cookers, steamers, rice cookers, sandwich makers, toasters, waffle makes, crepe makers and other cooking appliances
electric jugs, kettles, urns, coffee makers, juicers, beverage makers and chillers and other beverage appliances
food processors, mixers, blenders, choppers and other food preparation appliances
irons, clothes presses and appliances
electric knives, can openers and other convenience appliances
hair dryers, curling wands, straightening irons and other personal grooming appliances
electric massagers, foot spas and other self-care appliances.
Product application may include:
operation of specific computer hardware or software applications
differences in application of sporting products
merchandise test runs offered to customers to enhance buying decisions
operation of music and audio equipment.
Correct measuring, fitting and sizing procedures may include:
allowing for correlation between Australian, UK, US and European sizing standards
clothing sizing
shoe sizing
matching weight and size of sporting equipment to customer's body weight and size.
Individual product warranty terms may include:
manufacturer warranties
extended or promotional warranties
specific conditions for hardware and software.
Legislative requirements may include:
consumer law
WHS
environmental protection
pricing procedures, including GST requirements
sale of second-hand goods
industry codes of practice
Trade Practices and Fair Trading Acts
hazardous substances and dangerous goods.
Service repairs process may include:
repairs under warranty
fault diagnosis
service and repairs in-house
referring service and repairs to a third party
camera service and repairs
computer hardware service and repairs
sporting goods service and repairs
toy products service and repairs
musical and audio equipment service and repairs.
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 technical 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 quality, design features, benefits and operation and performance characteristics of products in store merchandise range
advises on stock availability and warranties and price and payment options
applies problem solving strategies to assist customers with product and equipment faults
advises on, negotiates and arranges equipment services 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
WHS legislation and codes of practice
an appropriate business or leisure products merchandise range
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.