Unit of competency details

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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. Research and develop product knowledge.

1.1.Develop product knowledge  by accessing relevant sources of information .

1.2.Research and apply comparisons between products .

2. Identify health and nutritional products.

2.1.Identify store health product range  according to relevant product information.

3. Recommend health and nutritional products.

3.1.Apply product knowledge to advise customers  and other members of staff  on available products.

3.2.Convey product information according to legislative requirements  to assist customers’ purchase decisions.

3.3.Promote specials and new lines to customers according to store policy and procedures .

3.4.Recommend complementary products  to clients according to store policy.

4. Advise on health and nutritional services.

4.1.Advise customers on store range of products, services and complementary therapy consultant services where applicable according to store policy and procedures.

4.2.Question customers to determine nature of problem and offer solutions according to nature of problem, available product information, and store policy.

4.3.Schedule appointments with complementary therapy consultant services, where applicable, according to availability of consultant and store procedures.

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

Required skills 

• interpersonal communication skills to:

• develop and apply product knowledge by providing advice to customers and staff, including those with special needs such as dietary
• promote products and advise on health and nutritional services through clear and direct communication
• ask questions to identify and confirm requirements, use language and concepts appropriate to cultural differences
• use and interpret non-verbal communication
• handle difficult customers

• literacy skills to:

• read and interpret product labels
• read and understanding store policy and procedures
• schedule appointments where required

• numeracy skills to price, estimate and weigh products

Required knowledge 

• store policy and procedures in regard to:

• sales and customer service
• methods of dealing with special needs and requests of customers
• customer complaints

• store health and nutritional product and service ranges, including new lines and seasonal promotions
• indications and contra-indications of health and nutritional products
• relevant industry codes of practice, including:

• advertising (Therapeutic Goods Administration)
• stock procurement and stock dispensing

• Complementary Healthcare Council of Australia (CHC) guidelines
• relevant legislation and statutory requirements, including Australian Consumer Law

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 that comply with consumer law and legislative requirements regarding the selling of health and nutritional products and services
• continually updates and applies product knowledge in regard to current store health products and services to provide comprehensive advice to customers and staff
• consistently advises customers and informs sales team members of major characteristics of store range of health products, including product type, purpose, features and benefits, price, basic production methods and storage requirements
• consistently advises customers on store health services available, and schedules appointments with complementary therapists where applicable.

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

• an appropriate range of health and nutritional products and services
• 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
• a role play
• customer feedback
• written or verbal 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.

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:

• type
• purpose
• basic production methods
• features and benefits
• price
• storage requirements
• shelf life
• indications for product use
• contra-indications for traditional and alternative medicines and treatments.

Sources of information  may include:

• store or supplier product manuals
• brochures
• product labels
• internet
• designated staff
• product seminars.

Comparisons between products  may relate to:

• features and benefits
• method of production
• price
• storage requirements and shelf life.

Product range  may include:

• organic food and genetically modified organism (GMO) free
• nutritional supplements such as:

• vitamins, minerals, amino acids and other nutritional supplements
• herbs and homeopathic products
• cell salts
• food supplements
• sports supplements and drinks
• special dietary foods

• complementary medicines and therapies
• natural cosmetics
• health devices such as:

• water filters
• magnetic products
• crystals

• bulk, pre-packaged, refrigerated or fresh produce
• confectionery, snack foods and drinks
• books
• music.

Customers  may include:

• those with routine or special requests, including dietary requirements
• regular and new customers
• people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Members of staff  may include:

• new or existing staff
• full-time, part-time or casual
• people with varying levels of language and literacy
• people from a range of cultural, social and ethnic backgrounds.

Legislative requirements  may include:

• consumer law
• food safety regulations
• Trade Practices and Fair Trading Acts
• waste disposal
• hazardous substances and dangerous goods
• environmental protection
• pricing procedures, including GST requirements
• WHS
• privacy laws
• customs regulations.

Policy and procedures  in regard to:

• selling health and nutritional products and services
• interaction with customers
• scheduling appointments.

Complementary products  may include:

• herbal, homeopathic and aromatherapy products
• other natural and traditional remedies (e.g. Chinese, Ayurvedic, Bach flower essences)
• massage oils
• personal hygiene products
• natural make-up products.