Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses the key selling skills from approaching the customer to closing the sale. It requires a basic level of product knowledge. |
Application of the Unit
Application of the unit |
This competency applies to frontline sales personnel. It requires the recognition and demonstration of verbal and non-verbal communication skills to determine customer requirements, sell the benefits of products and services, overcome objections and close sales. Personal evaluation is utilised to maximise sales in accordance with industry codes of practice, relevant legislation and store policy. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
Nil |
Employability Skills Information
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 and Performance Criteria Pre-Content
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. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
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1 |
Apply product knowledge. |
1.1 |
Demonstrate knowledge of the use and application of relevant products and services according to store policy and legislative requirements . |
1.2 |
Develop product knowledge by accessing relevant sources of information . |
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2 |
Approach customer. |
2.1 |
Determine and apply timing of customer approach. |
2.2 |
Identify and apply effective sales approach. |
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2.3 |
Convey a positive impression to arouse customer interest. |
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2.4 |
Demonstrate knowledge of customer buying behaviour. |
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3 |
Gather information. |
3.1 |
Apply questioning techniques to determine customer buying motives. |
3.2 |
Use listening skills to determine customer requirements. |
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3.3 |
Interpret and clarify non-verbal communication cues. |
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3.4 |
Identify customers by name where possible. |
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3.5 |
Direct customer to specific merchandise. |
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4 |
Sell benefits. |
4.1 |
Match customer needs to appropriate products and services. |
4.2 |
Communicate knowledge of products features and benefits clearly to customers. |
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4.3 |
Describe product use and safety requirements to customers. |
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4.4 |
Refer customers to appropriate product specialist as required. |
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4.5 |
Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff. |
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5 |
Overcome objections. |
5.1 |
Identify and accept customer objections. |
5.2 |
Categorise objections into price, time and merchandise characteristics. |
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5.3 |
Offer solutions according to store policy. |
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5.4 |
Apply problem solving to overcome customer objections. |
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6 |
Close sale. |
6.1 |
Monitor, identify and respond appropriately to customer buying signals. |
6.2 |
Encourage customer to make purchase decisions. |
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6.3 |
Select and apply appropriate method of closing sale. |
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7 |
Maximise sales opportunities. |
7.1 |
Recognise and apply opportunities for making additional sales. |
7.2 |
Advise customer of complementary products or services according to customer's identified need. |
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7.3 |
Review personal sales outcomes to maximise future sales. |
Required Skills and Knowledge
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:
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The following knowledge must be assessed as part of this unit:
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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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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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:
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
RANGE STATEMENT |
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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. |
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Store policy and procedures in regard to: |
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Legislative requirements may include: |
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Product knowledge may include: |
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Relevant sources of information may include: |
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Customers may include: |
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Sales transactions may be completed: |
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Routine customer questions may relate to: |
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Problem solving may be affected by: |
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Unit Sector(s)
Sector |
Cross-Sector |
Competency field
Competency field |
Sales |