SIRXSLS001A - Sell products and servicesSIRXSLS001ASell products and services

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

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.

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.

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:

applies product knowledge and uses appropriate sales approach to sell the benefits of products and services, overcome objections and close sales

uses questioning, listening and observation skills to determine customer requirements

consistently applies store policies and procedures in regard to selling products and services

maximises sales opportunities according to store policies and procedures

consistently applies industry codes of practice, relevant legislation and statutory requirements in regard to selling products and services

evaluates personal sales performance to maximise future sales.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant documentation, such as policy and procedures manuals

a range of customers with different requirements

a range of merchandise and products appropriate to the retail workplace

product labels and sources of product information.

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.

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.

Product knowledge may include:

warranties

features and benefits

use-by dates

handling and storage requirements

stock availability

safety features

price.

Relevant sources of information may include:

internet

staff members

store or supplier product manuals

product profiles

videos

demonstrations

labels

store tours.

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.

Sales transactions may be completed:

face to face

over the telephone

online.

Routine customer questions may relate to:

price and price reductions

quality

availability

features and benefits.

Problem solving may be affected by:

store policies and procedures

resource implications.

Sector

Cross-Sector

Competency field

Sales