SIRXSLS001

Application

This unit describes the performance outcomes, skills and knowledge required to deliver quality customer service and sell to retail customers. It requires the ability to determine customer needs, match products and services to their needs, and facilitate a sale.

This unit applies to all retail sectors and business sizes from large format stores to small independents. It applies to retail personnel at all levels who play a role in engaging with customers with the purpose of selling.

It applies to frontline personnel who have some autonomy coupled with close supervision and guidance from others.

This includes front line sales assistants, cashiers/checkout operators and customer service representatives.

Unit mapping information

No equivalent unit

Licensing, legislative, regulatory or certification requirements

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Foundation skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit sector or competency field

Cross-Sector—Sales

Prerequisite, co-requisite or interdependent assessment of units

Not applicable

Assessment conditions

Skills must be demonstrated in a retail environment. This can be:

• an industry workplace
• a simulated industry environment set up for the purposes of assessment

Assessment must ensure access to:

• technology devices equipped with search functionality
• point of sale equipment.
• relevant documentation:

  • organisational policies and procedures for:

    • customer service

    • sale of products and services

    • resolving customer complaints

    • collection and storage of customer details

  • organisational product information and price lists

  • supplier brochures, information sheets and price lists

  • promotional activity information

  • loyalty program information

• current plain English regulatory documents distributed by government regulators for:

  • consumer protection law

  • privacy law

• customers with whom the individual can interact to sell products and services; these can be:

  • individuals in an industry workplace, or

  • individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

• assessment activities that allow the individual to:

  • work within commercial speed, timing and productivity

  • manage tasks and contingencies in the context of the job role

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.