Modification History
The version details of this endorsed unit are in the table below. The latest information is at the top.
Release |
Comments |
First Release |
This is a revised unit, based on and equivalent to SIRXIND001B Work effectively in a retail environment. |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to work effectively in a customer service business environment.
Application of the Unit
This unit applies to individuals working as effective frontline staff in retail stores and personal services settings, within the context of the organisational goals, customer service values and standards.
A person undertaking this role works under supervision and guidance from others.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Nil
Employability Skills Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
Element |
Performance Criteria |
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1. Work within organisational requirements. |
1.1.Identify and read organisation’s requirements and responsibilities and seek advice from appropriate people where necessary. 1.2.Interpret staff rosters and provide sufficient notice of unavailability for rostered hours according to workplace policy and procedures. 1.3.Develop and use a current working knowledge and understanding of employee and employer rights and responsibilities . 1.4.Comply with relevant duty of care and legal responsibilities, and support organisational culture . 1.5.Identify roles and responsibilities of colleagues and immediate supervisors. 1.6.Identify standards and values considered to be detrimental to the organisation and communicate this through appropriate channels. 1.7.Identify, recognise and follow behaviour that contributes to a safe and sustainable work environment . |
2. Support the work team. |
2.1.Display courteous and helpful behaviour at all times. 2.2.Take opportunities to enhance the level of assistance offered to colleagues and meet all reasonable requests for assistance within acceptable workplace timeframes. 2.3.Complete allocated tasks as required. 2.4.Seek assistance when difficulties arise. 2.5.Use questioning techniques to clarify instructions or responsibilities. 2.6.Identify and display a non discriminatory attitude in all contacts with customers and other staff members. |
3. Maintain personal presentation. |
3.1.Observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact. 3.2.Follow personal hygiene procedures according to organisational policy and relevant legislation. |
4. Develop effective work habits. |
4.1.Interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task. 4.2.Interpret, confirm and act on legal requirements in regard to anti-discrimination, sexual harassment and bullying. 4.3.Ask questions to seek and clarify workplace information. 4.4.Plan and organise daily work routine within the scope of the job role. 4.5.Prioritise and complete tasks according to required timeframes. 4.6.Identify work and personal priorities and achieve a balance between competing priorities. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure access to:
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Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, salon and job role, for example:
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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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
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Organisation’s requirements may include: |
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Appropriate people may include: |
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Employee rights and responsibilities may include: |
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Employer rights and responsibilities may include: |
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Organisational culture may include: |
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Behaviour that contributes to a safe and sustainable work environment may include: |
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Daily work routine may include: |
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Tasks may be: |
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Work and personal priorities may include: |
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Unit Sector(s)
Cross-Sector
Competency Field
Industry