Unit of competency details

Unit descriptor 

It describes the performance outcomes, skills and knowledge required to apply a depth of specialist or general product knowledge and a need for experience and skill in offering advice to customers.

Application of the unit 

This unit requires the team member to develop, maintain and convey detailed and specialised product knowledge to customers and other staff in accordance with store policy and relevant legislation. Specialist sales personnel undertake this function.

Prerequisite units 

Nil

Employability skills 

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised  text is used, further information is detailed in the required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide.

ELEMENT 

PERFORMANCE CRITERIA 

1

Develop product and service knowledge.

1.1

Develop and maintain product knowledge  according to store policy  and legislative requirements .

1.2

Convey product knowledge to other staff  as required.

1.3

Research and apply comparisons between products and services.

1.4

Demonstrate knowledge of competitors' product and service range and pricing structure .

2

Recommend specialised products or services.

2.1

Evaluate merchandise according to customer requirements .

2.2

Demonstrate features and benefits of products and services to customer  to create a buying environment.

2.3

Apply detailed specialised knowledge of product to provide accurate advice to customers.

REQUIRED SKILLS AND KNOWLEDGE 

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

• interpersonal communication skills to:

• convey product knowledge to staff
• apply knowledge to provide advice to customers
• handle difficult customers through clear and direct communication
• ask questions to identify and confirm requirements
• share information
• use language and concepts appropriate to cultural differences
• use and interpret non-verbal communication

• using a range of communication and electronic equipment
• accessing relevant product and service information
• literacy skills in regard to:

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

• numerical skills in regard to:

• estimating and calculating costs relevant to pricing products.

The following knowledge must be assessed as part of this unit:

• specialised product knowledge, including:

• warranties
• benefits and features
• shelf life and use-by date
• storage requirements
• ingredients or materials contained in product
• product and ingredient origins
• care and handling of products
• corresponding or complementary products and services
• stock availability

• store and industry manuals and documentation
• stock and merchandise range
• service range
• procedures for taking orders
• pricing procedures, including GST requirements
• other relevant policies and procedures
• relevant legislation and statutory requirements
• relevant industry codes of practice.

EVIDENCE GUIDE 

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 policies and procedures and industry codes of practice in regard to customer service and selling products and services
• develops, maintains and conveys product knowledge to customers and other staff
• applies detailed and specialised product knowledge to provide accurate advice according to the needs of the customer.

Context of and specific resources for assessment 

Assessment must ensure access to:

• a retail work environment
• a range of stock and merchandise

relevant documentation, such as:

• price lists
• policy and procedures manuals

• a range of customers with different requirements
• a range of communication equipment.

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 the candidate 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.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills 

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

RANGE STATEMENT 

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
• product features and benefits
• warranties
• safety features
• use-by dates
• handling and storage requirements
• stock availability
• price.

Product knowledge  may be developed and maintained by:

• accessing the internet
• attending product launches
• attending product seminars
• discussions with staff
• accessing product information booklets and pamphlets.

Store policy  and procedures in regard to:

• interaction with customers
• selling products and services.

Legislative requirements  may include:

• Trade Practices and Fair Trading Acts
• tobacco laws
• liquor laws
• lottery legislation
• industry codes of practice
• OHS
• sale of second-hand goods
• sale of X and R rated products
• trading hours
• transport, storage and handling of goods.

Staff  may include:

• full-time, part-time or casual
• under contract
• people with varying degrees of language and literacy
• people from a range of cultural, social and ethnic backgrounds
• people with a range of responsibilities and job descriptions.

Customer requirements  may include:

• specific brand
• sizing
• quality
• quantity
• price range
• usage.

Customers  may include:

• new or repeat contacts
• external and internal contacts
• customers with routine or special requests
• people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Pricing structure  may include:

• sales reductions
• pricing procedures, including GST requirements
• mark-downs.

Sector 

Cross-Sector

Competency field 

Sales