Candidate’s Kit - Velg Training1).doc · Web viewApply sales procedures 42. Describe your approach and process used in dealing with customers which result in successful sales. 43

RPL Assessor KitAUR31005Certificate III in Automotive (Spare Parts Interpreting)Editable versionSkills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL.

The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit.

Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisation’s RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes.

The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material.

The original version of this RPL Assessor Kit is available free of charge at http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html

If you would like any further information, please email [email protected]

mailto:[email protected]

http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html

RPL Assessor KitAUR31005 Certificate III in Automotive Sales (Parts Interpreting)

HOW TO USE THIS RPL ASSESSOR KIT

This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are:

SECTION A – Assessor Information

You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training.

SECTION B – Candidate Information and Application Forms

You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts.

SECTION C – Competency Conversation

You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment.

SECTION D – Practical Tasks and Observation Recording Sheets

You use this section to assess competencies through a practical demonstration of the candidate’s skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment.

SECTION E – Resources for Practical Tasks

You use this section to access required resources for performing practical tasks and scenarios.

SECTION F – Third Party Verification

You give this section to the referees to confirm the candidate’s skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace.

SECTION G – Assessment Tables

You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification.

Page 2 of 127Version 1: January 2009


SECTION AAssessor Information

It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process.



ADVICE FOR ASSESSORS

This RPL Assessors Kit streamlines the RPL assessment process for AUR31005 Certificate III in Automotive Sales (Parts Interpreting) by taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a “picture of the candidate’s skills and knowledge”. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes.

IMPORTANT ASPECTS TO REMEMBER:

A sound knowledge of assessment and the qualification is essential

It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals.

Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process.

Assessment involves judgement

This tool encourages the use of a “competency conversation” to maximise the candidate’s opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidate’s experience which may not be forthcoming due to nerves or confusion over technical terminology.

The tool also provides observable tasks to allow candidates to demonstrate skills.

Authentication/verification is integral to RPL assessment

It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement.

Recording assessment is critical

Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember – the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement.

The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations.

Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see Assessment Guide Number 1: Training Package Assessment Materials Kit:http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm

To access further information on the principles assessment and dimensions of competency, you can visit Assessment Guide Number 1: Training Package Assessment Materials Kit.


http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm





To access further information on the Australian Qualifications Framework, you can visit:http://www.aqf.edu.au/


http://www.aqf.edu.au/



COMPETENCIES IN THIS RPL ASSESSMENT TOOL

AUR31005 Certificate III in Automotive Sales (Parts Interpreting)

Packaging rules required 28 units of competence at levels 2, 3 or 4.

A maximum of 18 units of competence may be at level 2, and a maximum of 2 units of competence may be at level 4

COMPULSORY UNITS

Unit Code Unit Title Level Questions PracticalAURC270103A Apply safe working practices 2 AURC270421A Establish relations with customers 2 AURC270688A Work effectively with others 2 AURC270789A Communicate effectively in the workplace 2

AURC272003A Apply environmental regulations and best practice in a workplace or business 2

AURS241769A Sell product(s) 2 BSBCMN208A Deliver a service to customers 2

SALES INVENTORY UNITS

Unit Code Unit Title Level Questions PracticalAURC251677A Use numbers in the workplace 2 AURS238127A Identify and select automotive parts and products 2

AURS241803A Apply legal requirements relating to product sales 2

AURS338103A Apply automotive parts interpretation process 3 BSBCMN205A Use business technology 2

TDTA1197B Package goods 2

Plus 6 of the following:AURC362807A Build customer relations 3

AURS239508A Carry out warehousing procedures 2

AURS241303A Apply sales procedures 2 BSBCMN310A Deliver and monitor a service to customers 3

BSBSLS301A Develop product knowledge 3

WRRI1B Perform stock control procedures 2

WRRI5A Maintain and order stock 3

WRRLP3B Maintain store safety 3

WRRM1B Merchandise products 2

Plus 9 other units. The following are found in this RPL Assessor Kit:

WRRM3B Coordinate merchandise presentation 3

WRRCA5B Operate retail information technology systems 3

WRRS3B Coordinate sales performance 3



Unit Code Unit Title Level Questions Practical

BSBSLS302A Identify sales prospects 3

BSBSLS305A Support post-sale activities 3

AURC465349A Prepare written repair quotation 3

BSBEBUS304A Buy online 3

WRRCA1B Operate retail equipment 2

WRRLP3B Maintain Stock Security 3

BSBEBUS306A Make Payments online

BSBCMN212A Handle Mail



OVERVIEW OF RECOGNITION PROCESS

This kit has been developed to streamline the application for recognition of prior learning.


GAP TRAINING (ONLY IF

REQUIRED)

APPLICATION

PRACTICAL ASSESSMENT

COMPETENCY CONVERSATION

INTERVIEW and DOCUMENT REVIEW

ISSUE QUALIFICATION- RTO


RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS


Step 1:Analyse the application.

Identify links between any documents applicant provides

and competency units.Identify any key questions for

competency conversation.

Step 5:Identify any practical activities required to confirm competency

Observe practical activity

Step 7:Identify areas where 3rd party

verification is needed and inform candidate.

Confirm / Verify 3rd party reports

Step 3:Conduct competency

conversation

Step 2:Record results of analysis in table

at end of application

Step 4:Complete the Record of

Conversation sheets during the competency conversation

Step 6:Complete Practical Assessment

Tasks Observation Sheets

Step 8:Receive completed Third party

reports

* Remember RPL assessment is an accumulative process of collecting evidence.

Complete assessment sign off & file documentation.

Issue qualification / advise of gap training as appropriate

Assessment Activity Record keeping Activity


STEPS IN THE RPL PROCESS

1. Complete application

The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the automotive sales industry as is available.

Documents that may be available include but are not limited to:

brief CV or work history position descriptions certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors diaries/task sheets/job sheets/log books photographs of work undertaken site training records record membership of relevant professional associations hobbies/interests/special skills outside work industry awards customer letters any other documentation that may demonstrate industry experience

Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time.

To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidate’s skills meet industry standards.

2. Interview about candidate’s documentary information

Review the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualification:

AUR31005 Certificate III in Automotive Sales (Parts Interpreting)

The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTO’s assessment recording forms to record this stage of the assessment.

There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process.



3. Questions for the Competency Conversation

The bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a “competency conversation” with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidate’s experience.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidate’s particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the “industry requirements” of each competency before the candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G.

It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidate’s documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section.

4. Practical assessment tasks

It is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence.

This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidate’s workplace or another suitable venue. Appropriate permission must be sought before entering workplaces.

This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job.

You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues.

Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process.

NOTE: Where candidate’s documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of “competent”. The practical assessment selection should be negotiated between you and the candidate.

Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a



complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement.

5. Gap training

RPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification.

Not all candidates will have skill/knowledge gaps.

If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification.



EVIDENCE REVIEW

Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following “Evidence Review” proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a student’s assessment progress at a glance.

It is expected that this “Evidence Review” summary sheet (or similar) would be attached to each participant’s evidence compiled during the RPL assessment process.

(Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.)

Unit Code Unit Title

Que

stio

ns

Prac

tical

Doc

umen

ts

3rd P

arty

R

epor

t

Oth

er

evid

ence

COMPULSORY UNITS

AURC270103A Apply safe working practices

AURC270421A Establish relations with customers

AURC270688A Work effectively with others

AURC270789A Communicate effectively in the workplaceAURC272003A Apply environmental regulations and best practice in a

workplace or business

AURS241769A Sell product(s)

BSBCMN208A Deliver a service to customers

SALES INVENTORYAURC251677A Use numbers in the workplace

AURS238127A Identify and select automotive parts and products

AURS241803A Apply legal requirements relating to product sales

AURS338103A Apply automotive parts interpretation process

BSBCMN205A Use business technology

TDTA1197B Package goods

Plus 6 of the following:AURC362807A Build customer relations

AURS239508A Carry out warehousing procedures

AURS241303A Apply sales procedures

BSBCMN310A Deliver and monitor a service to customers

BSBSLS301A Develop product knowledge

WRRI1B Perform stock control procedures

WRRI5A Maintain and order stock

WRRLP3B Maintain store safety



Unit Code Unit Title

Que

stio

ns

Prac

tical

Doc

umen

ts

3rd P

arty

R

epor

t

Oth

er

evid

ence

WRRM1B Merchandise products

ELECTIVE UNITS (select 9)WRRM3B Coordinate merchandise presentation

WRRCA5B Operate retail information technology systems

WRRS3B Coordinate sales performance

BSBSLS302A Identify sales prospects

BSBSLS305A Support post-sale activities

AURC465349A Prepare written repair quotation

BSBEBUS304A Buy online

WRRLP3B Maintain Stock Security



Assessor’s Name:

Assessor’s Signature:

Date:



SECTION B

Candidate Information and Application Forms

You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms.



WHAT DOES IT MEAN TO BE A PARTS INTERPRETER?

The Retail Service and Repair sector of the automotive industry specifically covers aftermarket activities, i.e.

sales of new and used vehicles,

sale of parts and accessories,

repair and maintenance of vehicles,

performance enhancement

rectifying and disposal of components at the end of vehicle life.

The sector employs more than 270,000 people across more than 60,000 mostly small businesses and has an annual turnover of $80 billion. The coverage of the industry identifies 32 separate occupational groupings. In 2003 more than 900,000 new vehicles were sold placing immense pressure on the skill requirements of those involved in service, maintenance and repair.

Certificate III in Automotive Sales (Parts Interpreting) is the qualification recognised by this specific job profile. The Certificate III in Automotive Sales (Parts Interpreting) has thirteen (13) core units and fifteen (15) elective units - a total of twenty-eight (28) units for the whole certificate. To gain the core units for the certificate you will need to be able to demonstrate that you can currently do some of the following:

communicate and work effectively with others

identify and select automotive parts and products

sell automotive parts and products

provide good customer service

apply environmental regulations and best practice in the workplace

use business technology

package goods

This qualification could lead to employment in

car dealerships in the parts division, working in phone room or retail counter

automotive parts retailers, working in phone room or retail counter

car wreckers

providing parts quotes on smash repair quotes

If you believe you have these skills, consider getting them formally recognised through an RPL process.



TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION

To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for.

Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you.

Here are some tips and hints for you:

1. Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there.

2. Bring your position description and any performance appraisals you have from any automotive sales shops or facilities you have worked in.

3. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goals to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated?

4. Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skills level.

5. Collect any certificates from in-house training or formal training you have done in the past.

6. You can speak with your training organisation about other ways you can show your skills in the automotive sales industry. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.



STEPS IN THE RPL PROCESS

Step 1 – Provide information of your skills and experience

Complete the attached forms and provide as much information of your previous experience in the automotive sales industry as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include:

General employment documents

brief CV or work history position descriptions certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors

Workplace documents any licences brief CV or work history certificates/results of assessment indentures/trade papers certificates/results of assessment – interstate/overseas certificates/results of assessment – universities tickets held eg forklift, crane, etc photographs of work undertaken diaries/task sheets/job sheets/log books site training records site competencies held record membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience

Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.

You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.

Step 2 – Conversation with Assessor

An assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer automotive sales related questions to identify your current skills.



Step 3 – Practical demonstration of your skills

The assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate.

Further steps

After the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training.



APPLICATION – Self Assessment QuestionnaireAUR31005 Certificate III in Automotive Sales (Parts Interpreting)

Candidate Name: Date Completed:

Please identify your level of experience in each competency.

Unit Code Unit Title I have performed these tasksFrequently Sometimes Never

COMPULSORY UNITS

AURC270103A Apply safe working practices

AURC270421A Establish relations with customers


AURC270789A Communicate effectively in the workplace

AURC272003AApply environmental regulations and best practice in a workplace or business

AURS241769A Sell product(s)


SALES INVENTORY

AURC251677A Use numbers in the workplace





TDTA1197B Package goods

Plus 6 of the following:

AURC362807A Build customer relations



BSBCMN310A Deliver and monitor a service to customers

BSBSLS301A Develop product knowledge



WRRLP3B Maintain store safety

WRRM1B Merchandise products

ELECTIVE UNITS (select 9)

WRRM3B Coordinate merchandise presentation

WRRCA5B Operate retail information technology systems

WRRS3B Coordinate sales performance

BSBSLS302A Identify sales prospects

BSBSLS305A Support post-sale activities



Unit Code Unit Title I have performed these tasksFrequently Sometimes Never

AURC465349A Prepare written repair quotation


WRRLP3B Maintain Stock Security



Candidate Signature: Date:



RPL APPLICATION FORM

Applicant Details:

1. Occupation you are seeking recognition in

2 Personal Details

Surname

Preferred Title (Mr, Mrs, Ms, Miss)

First Name/s

Any other name used

Home Address

Postal address if different from above

Telephone Numbers Home: Work:

Mobile: Fax:

Date of Birth / /

Gender MALE / FEMALE Age

Are you a permanent Resident of Australia

YES / NO

3 Current Employment

Are you currently employed?

If Yes, in which occupation are you currently employed?

Who is your current employer?

YES / NO

………………………………………………………

……………………………………………………….

4. Armed Forces details (If Applicable)

Branch of Service

Trade classification on discharge



5. Further Training

Have you undertaken any training courses related to the occupation applied for?

YES / NO

If Yes

What occupation were you trained in?

Training completion Date (month, year)

Country where you trained

Name of course and institution (if applicable)

6. Is there any further information you wish to give in support of your application

7. Professional Referees (relevant to work situation)

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………



APPLICANT EMPLOYMENT HISTORY FORM

Name, Address and Phone number of Employers

Period of Employment

(DD/MM/YYYY)

Position Held Full Time

Part-timeCasual

Description of Major Duties

From To1.

2.

3.

4.

Attach additional sheet if required

If you are including documents in your application, please provide a brief description below

Document Description(e.g. resume, photos, awards etc)

Office Use Only – Assessor to use this section to align documents to specific units of competency and identify key questions for competency conversation

Declaration

I declare that the information contained in this application is true and correct and that all documents are genuine.

Candidate Signature: Date



SECTION C

Competency ConversationThis section assists the assessor in documenting the competency conversation.

Do NOT give this section to the candidate.

Once you have assessed the candidate’s documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidate’s particular work situation. The questions are not intended to be a formal ‘script’ for the assessor to follow, but to provide guidance in exploring the range of the candidate’s skills, knowledge and experience in performing a particular task or function.

The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidate’s responses in relation to the requirements of the competency standard.

Remember, the notes you take about this conversation are important evidence and should be retained in the candidate’s assessment record.



QUESTION BANK

Note to Assessors: Refer to “Record of Conversation” sheets

Unit of Competency Question

AURC270103A Apply safe work practices

1. What are the main OH&S considerations that you employ at your place of work and why do you employ these?

2. What are some general safety hazards in the shop or storage area and what action do you take to control these hazards?

3. Explain your workplace emergency procedures for extinguishing fires, first aid and worksite evacuation.

AURC272003A Apply environmental regulations and best practice in a workplace or business

4. Describe the waste management procedures you routinely follow in your workplace to ensure compliance with environmental legislation. (Assessor to prompt for workplace information in major categories listed below)


5. Give examples of how you have had to manage your own workload in your role, including dealing with variations or unexpected events?

6. What do you think are important factors in working well in a team? How do you minimise potential conflicts that may arise within the team from time to time? What communication strategies have you used to ensure effective team work?

7. How have you identified your own training and development needs, and how have you addressed these?

8. Explain the employment conditions and grooming requirement of your workplace, and how you have complied with them.

AURC270789A Communicate effectively in the workplace

9. When uncertain about a situation, task or job, what actions have you taken? Give an example of where this has recently occurred.

10. How do you obtain relevant instructions and locate relevant information in order to complete your responsibilities?

11. Discuss your experience in using a computer to generate correspondence. What programs have you used? What organisational rules for formatting did you follow? How did you send the document to the client?

12. Outline your workplace procedure for using the telephone. How do you respond to incoming calls? When making a call, what sequence of actions do you employ to complete the call and relay information to the client?


RPL Assessor KitAUR31005 Certificate III in Automotive Sales – Parts Interpreting


AURC270421A Establish relations

with customers

BSBCMN208A Deliver a service to

customers

AURS241769A Sell products

AURS241803A Apply legal

requirements relating to product sales

13. What are the key elements of good customer service that you routinely apply in your workplace? How do you help the customer to articulate their requirements?

14. Explain how you present and sell products to customers, including any suggestive selling techniques. How did you follow up any sales opportunities? Outline some of the problems or difficulties you have encountered when trying to complete a sale.

15. How do you ensure that products are sold under all legal requirements and duty of care?

16. Briefly explain your experience in handling customer complaints about products sold, or service provided. Illustrate with an example.

AURS238127A Identify and select

automotive parts and products

AURS338103A Apply automotive

parts interpretation process

17. Outline the types of engines and their differences that you have experienced in your role of parts retailing.

18. List the various components that are common to all vehicles and your understanding of their workings.

19. Think of a time when you had to identify an uncommon or unusual automotive part for a customer. Explain how you identified the part, and completed the ordering process on behalf of the customer.

20. Explain your experience in maintaining the currency of catalogues.

TDLIA1107C Package Goods

21. Describe the correct method for packaging stock and appropriate materials to be used. Illustrate with some examples for: a)small items purchased over the counter b)large items to be packaged for delivery

c)boxed and palleted items for transport/shipment d)chemicals or other hazardous goods

22. Describe what precautions should be taken when using specified packaging equipment and materials, including any known hazards.

23. Identify what labeling you have used to identify packaged goods.


24. Describe the various areas in which you have been required to usemathematical tasks in your workplace.

25. What steps have you taken to ensure that your mathematical calculations are accurate?


26. Discuss the types of digital technology you have regularly used in your work. What software have you used? What peripherals have you used?

27. How does your organisation maintain the security and integrity of electronic data?

28. What are some of the simple maintenance steps with regards to common business technology that you have followed?






AURS239508A Carry out

warehousing procedures

29. Explain what has been your role in the receipt and despatching of goods. How do you store and organise goods in the stock room?

30. What is the process you follow when returning faulty goods?

31. Discuss what have been your roles in your organisation regarding stocktake and or cyclical counting of stock.

32. What is the most common stock item that has been lost by your organisation and how have these losses be minimised? How have you accounted for stock losses?

33. Describe the ordering process of your organisation and how it impacts on the stock record keeping of your organisation.

WRRLP3BMaintain store safety

34. What are the major emergencies that you have encountered (or could encounter) in your role and how have you (or would) you respond to them?

35. How have you ensured the maintenance of a safe working environment in your organisation? What type of workplace documentation have you completed in relation to workplace health and safety?

36. How do you ensure other staff are aware of safety requirements and organisational safety policies?

BSBSLS301A Develop product

knowledge

37. List the methods you have used to ensure that you have ongoing current product knowledge.

38. How have you ensured that customers receive adequate information to make an informed decision for their purchase?

WRRM1B Merchandise

products

39. Discuss the policies and procedures of ticketing stock items in your organisation.

40. Describe how you have planned a promotional display in your store or at a trade show? What factors did you consider?

41. What measures has your organisation put in place to protect display merchandise?


42. Describe your approach and process used in dealing with customers which result in successful sales.

43. Discuss the techniques you have used to ensure close of sale. After closing the sale, what information did you provide to the customer?

44. Give some examples of how you and your organisation have maximised sales opportunities.




AURC362807A Build customer

relations

45. Explain the practices that you have employed to ensure the maintenance of your organisation’s customer database.

46. Discuss some techniques you have used to build rapport with colleagues, customers and suppliers?

47. What has your organisation done to ensure that the changing needs of its customers are being met?

BSBCMN310A Deliver and monitor

a service to customers

48. Describe a time you have helped a customer and satisfied their needs. How did you clarify their needs? How did you ensure these needs were met in a timely manner?

49. Explain the types of activities your organisation has undertaken to identify needs and expectations of customers.

50. Discuss a customer complaint you have dealt with. What did you do to ensure the customer was satisfied and that a similar complaint did not reoccur?

WRRM3B Coordinate

merchandise presentation

51. What are the major features of your organisation’s pricing policies and the factors that affect the pricing policy?

52. Describe an example of when the organisation has introduced a new product line. What was your involvement in developing ticketing, coordinating in-store displays, training staff in the new product line, etc?

WRRCA5BOperate retail

information technology systems

53. Outline your organisation’s policies and procedures in regard to use of their information system.

54. What do you consider the most important considerations when updating data on your IT systems?

55. How do you rectify or “trouble-shoot” malfunctions that occur in the IT system?

WRRS3B Coordinate sales

performance

56. What current legislation is relevant to sale of stock in your organisation? How does it impact your day to day work?

57. Describe your organisation’s methods for monitoring sales targets and how has this impacted on your work and performance.

58. What has been the essential information entered at point of sale in your workplace.




BSBSLS302A Identify sales

prospects

59. What are the prospecting methods that you and your organisation have employed to increase sales. Describe the area in which you are most involved?

60. Discuss some of the criteria has your organisation used when determining which leads to follow up for prospective customers and sales.

61. Describe how your organisation researched a prospective customer base. How did it market that base and convert potential sales prospects into clients?

BSBSLS305A Support post-sale

activities

62. Discuss your experience in conducting after sales service. (Prompts: How to you ensure customer’s pre-sale expectations are met? What after sales support did you provide? How did you strengthen the relationship with the clients to ensure repeat custom? What feedback did you obtain from the customer about the service you provided?

AURC465349A Prepare written repair

quotation

63. Describe the process you follow in developing the quote for a customer.

64. Discuss the important types of details or conditions that should be included with each quote.

65. Describe the process that would be required if changes needed to made to a quotation.


66. Outline your experience purchasing goods and/or services online? (Prompts: What factors influence your choice of online supplier? What are some of the protocols you have to be aware of when purchasing online? How do you ensure that purchases are secure?)

67. In your experience, what have you found to be the advantages and disadvantages of buying online?

WRRCA1BOperate retail

equipment

68. What types of retail equipment have you had experience in using, and how do you ensure that you are operating them correctly?

69. What has been your role in the maintenance of the retail equipment that you have used in your role?

BSBCMN212A Handle mail

70. What is your process for receiving and distributing incoming mail?

71. How do you correctly prepare mail for dispatch?

72. Assuming you have an urgent delivery, how do you ensure it will arrive at its destination on time?

73. How do you organise and send electronic mail?




BSBEBUS306A Make payments online BSB01

74. What are important considerations when establishing an online payment facility?

75. What steps do you take when using online systems to make payments in your jobs?

76. How do you ensure accurate record keeping of online payments?

WRRLP4B – Maintain store

security

77. What are the critical components that should be considered in relation to the security of a retail operation?



RECORD OF CONVERSATIONAURC270103A Apply safe work practices

CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:

Question 1: What are the main OH&S considerations that you employ at your place of work and why do you employ these?

Question 2: What are some general safety hazards in the shop or storage area and what action do you take to control these hazards?

Question 3: Explain your workplace emergency procedures for extinguishing fires, first aid and worksite evacuation.

KEY POINTSThe candidate’s response should evidence the following

INDUSTRY REQUIREMENTSThese must be evidenced in the

candidate’s response

Indicate if response addresses KP and IR

COMMENTSRecord other key points and examples from conversation.

Identify whether a practical assessment is warranted.

Question 1Manufacturer’s instructions

Risk management strategies

OHS legislation, regulations and codes of practice

Company policies and procedures

MSDS

Good housekeeping

Suitability of PPE for person, task, category of substance being used and risk level

Correct use and regular maintenance of PPE

Training requirements – risks, results of exposure, eliminate hazards and reduce risk, correct use and fitting of PPE, testing and cleaning PPE, repair/replace and storage of PPE

Question 2

General safety hazards - other workers and persons; other structures and equipment; machinery; hazardous materials; noise; dust; heat; fumes; gases; dangerous goods; chemicals; waste; rubbish; inadequate lighting; electrical hazards; lifting and carrying; heavy loads; moving vehicles; tools and equipment

Identification and avoidance of obstacles

Hazard and risk control; erect barricades and signage

Correct manual handling / use of machines for heavy loads / load carrying capacity

Emergency/defensive action and techniques for controlling loads; emergency shutdown of equipment









Use and maintenance of personal protective equipment

Use of guards/insulation on equipment

Inspect equipment for damage or worn parts; retire defective equipment

Keeping work area tidy and free of obstruction

Maintain personal health

Availability of first aid

Question 3

Extinguishing fires:

Only use extinguishers in controlled circumstances – fire is small and controlled

Use of extinguisher: remove safety pin or lock operate squeeze grip release handle attack the fire from up wind direct the spray at leading or near edge of the fire direct spray above the fuel stand back from fire to prevent spreading

Large fires: set off fire alarm evacuate worksite call fire department report to allocated area and designated fire safety

personnel

First Aid

Call ambulance before taking any action

CPR (cardiopulmonary resuscitation) to be conducted by a









trained person

Loss of consciousness or concussion – place patient in recovery position but not in the case of neck or spinal injury – treat for shock and consult a doctor

Minor cuts and abrasions – wash clean then swab with antiseptic liquid – dry wound, apply sterile dressing, or cover with small adhesive dressing

Burns/scalds – immediate put under running cold water then cover with sterile dressing. Arrange for medical attention.

Fractures – preferable to make patient comfortable and wait for ambulance

Poisoning – call poison information line and consult a doctor

Worksite evacuation

Describes evacuation procedure

Identifies various alarms (alert tone, evacuation tone)

Identifies evacuation route

Identifies exits

Names congregation point

Identifies key personnel



RECORD OF CONVERSATIONAURC272003A Apply environmental regulations and best practice in a workplace or business


Question 4: Describe the waste management procedures you routinely follow in your workplace to ensure compliance with environmental legislation. (Assessor to prompt for workplace information in major categories listed below)









Question 4Standard operating procedures

OHS legislation, regulations and codes of practice

Company policies and procedures

Environmental Protection guidelines

Incident reporting

Containment and storage practices eg: work conducted inside workshop uses of drip pans under vehicles oil separation systems use of bunding or containment barriers use of sealed containers for chemicals/solvents contracted disposal of chemicals, coolants, etc industrial waste permits for discharge

Water management eg: oil separation system water saving devices use of quick-break, biodegradable degreasers limiting waste water to storm drains

Spill management eg: availability of spill kits staff training in spill kits use of absorbent materials

Energy and resource conservation eg: insulation skylights energy efficient lighting and reflectors efficient use of water, electricity, gas

Environmental management follows business environmental management plan receives training / updates in environmental

management practices keeps informed of new environmentally friendly









products keeps workplace environmental

documentation/records

Air quality eg: use of equipment and controls around air-con

commissioning compliance with Code of Practice for the Control of

Refrigerants Used in Automotive Airconditioners refrigerant recovery system (including compressor and

oil collector) use of leak detectors noise control practices dust control practices

Storage and handling of hazardous goods eg: use of hazchem signs undercover storage use of MSDS removal by licensed contractors

Recovery, reuse, recycle programs for waste oil, coolant / ethylene glycol, oil filters, batteries, paper and cardboard, scrap metal, rags and absorbent pads, oil containers, waste tyres, etc



RECORD OF CONVERSATIONAURC270688A Work effectively with others


Question 5: Give examples of how you have had to manage your own workload in your role, including dealing with variations or unexpected events?

Question 6: What do you think are important factors in working well in a team? How do you minimise potential conflicts that may arise within the team from time to time? What communication strategies have you used to ensure effective team work?

Question 7: How have you identified your own training and development needs, and how have you addressed these?

Question 8: Explain the employment conditions and grooming requirement of your workplace, and how you have complied with them.







Question 5Company policies and procedures

Industrial relations regulations and enterprise agreements

Effective communication

Ethical standards

Uses time management tools – planners, diaries, bring-up systems

Prioritises tasks – daily and long term

Uses contingency plans for emergency situations

Uses effective communication to work with team

Conducts review of activities – individually and with others

Question 6

Understands own position in the team

Understands common goal and objectives of team

Understands roles and responsibilities of each person

Takes responsibility for own tasks

Clarifies instructions to be followed

Seeks and offers assistance to team members









Coordinates with others: eg where tasks are interdependent

Works to agreed goals

Meets deadlines

Minimises conflict by: communicating effectively with others anticipating problems helping others providing information when necessary or requested sharing resources and equipment

Question 7

Identifies organisational structure, career paths and development opportunities

Meets with supervisors to identify own learning needs through assessment and planning for future work requirements

Participates in professional development and networking opportunities

Question 8

Employment conditions: discusses employment conditions (award/enterprise

agreement) attends induction sessions follows workplace policies and procedures gives timely notification of shift/work availability or

non-attendance for shift/work interprets staff rosters









Grooming requirements: follows workplace requirements relating to dress,

hair/facial hair and grooming, hands and nails, jewellery, uniform, etiquette, oral hygiene

ensures personal presentation is appropriate for interactions with public – professional, neat, clean, serviceable

ensures grooming complies with safety requirements, and work location (indoors/outdoors)



RECORD OF CONVERSATIONAURC270789A Communicate effectively in the workplace


Question 9: When uncertain about a situation, task or job, what actions have you taken? Give an example of where this has recently occurred.

Question 10: How do you obtain relevant instructions and locate relevant information in order to complete your responsibilities?

Question 11: Discuss your experience in using a computer to generate correspondence. What programs have you used? What organisational rules for formatting did you follow? How did you send the document to the client?

Question 12: Outline your workplace procedure for using the telephone. How do you respond to incoming calls? When making a call, what sequence of actions do you employ to complete the call and relay information to the client?







Question 9Enterprise standard operating policies and procedures


Ethical standards

Asks questions and provides feedback

Listens and changes actions where necessary

Question 10

Refers regularly to workshop supervisor or similar

Obtains and interprets written instructions

Knows the whereabouts of senior personnel

Question 11

Uses a range of electronic devices to produce written communication (eg. word processing, email, electronic quotation systems, etc)

Follows company policy for layout and format appropriate language grammar, punctuation, spelling

Uses proformas or templates when available









Ensures accuracy of information being conveyed

Prints and posts document; or email to client

Ensures written responses are timely

Question 12

Discusses recording procedures for both incoming and outgoing telephone calls

Incoming calls: responds to call in timely manner identifies the organisation and self greets caller assists caller as much as possible OR refers caller to

other person takes messages where required (date, time, name,

phone number, problem to be addressed relays message promptly

Outgoing calls: identifies contact (person, position, phone number) prepares information, plans call content greets client, introduces self establishes purpose of call relays information to client conducts business thanks client and terminates call



RECORD OF CONVERSATIONAURC270421A Establish relations with customers

BSBCMN208A Deliver a service to customersAURS241769A Sell products



Question 13: What are the key elements of good customer service that you routinely apply in your workplace? How do you help the customer to articulate their requirements?

Question 14: Explain how you present and sell products to customers, including any suggestive selling techniques. How did you follow up any sales opportunities? Outline some of the problems or difficulties you have encountered when trying to complete a sale.

Question 15: How do you ensure that products are sold under all legal requirements and duty of care?

Question 16: Briefly explain your experience in handling customer complaints about products sold, or service provided. Illustrate with an example.









Question 13Industry codes of practice

Enterprise standard operating policies and procedures


Ethical standards

Key elements of customer service: creating good first impressions listening to customer requests assessing customer needs sourcing and providing information building rapport using solutions-oriented approach exceeding customer expectations achieving customer satisfaction resolving complaints promptly

Question 14

Presents product to customer and discusses product benefits with customer

Assesses features & benefits in meeting customer needs

Emphasises market appeal of the product

Ensures product information matches customer requirements

Tailors information to customer requirements

Demonstrates product features, fittings controls and accessories to emphasise ease of use, ease of maintenance, ease of cleaning etc

Presents alternative options

Advises customer of any promotions









Applies sales techniques: top down – describes features and benefits from the

most expensive down up-selling – advises customer of upmarket options

and differences between product quality/warranties offering alternatives – provides information on other

services, asking for customer’s preference suggestive selling – provides information regarding

additional services and products to customer selling of benefits to customer – highlights product’s

features and benefits

Overcomes customer objections or questions

Summarises options

Closes the sale OR makes follow up contact

Provides after sale service and support

Identifies and resolves sales issues relating to: lack of clarity regarding parts required incorrect model details provided parts not in stock follow up in relation to orders providing advice to customers on options customer dissatisfaction regarding performance of

parts

Question 15

Advises customer of: cancellation processes/fees indemnities and waivers legal issues









Understands legal issues including: consumer protection duty of care complaints resolution processes manufacturer’s warranties and conditions

Obtains signed documents from customer (eg information provided; operating instructions for product; safety requirements; supply of manual for product)

Question 16

Refers to organisation policies and procedures

Responds promptly, sensitively, courteously

Establishes nature of complaint and collects facts; considers all points of view

Identifies issues for resolution

Investigates complaint (or, if serious, refers to senior authority)

Proposes solution – consults customer on proposed action

Takes corrective action

Turns complaint into opportunity for improvements

Documents complaint and action taken



RECORD OF CONVERSATIONAURS238127A Identify and select automotive parts and products



Question 17: Outline the types of engines and their differences that you have experienced in your role of parts retailing.

Question 18: List the various components that are common to all vehicles and your understanding of their workings.

Question 19: Think of a time when you had to identify an uncommon or unusual automotive part for a customer. Explain how you identified the part, and completed the ordering process on behalf of the customer.

Question 20: Explain your experience in maintaining the currency of catalogues.









Parts/products catalogue systems


Industry terminology

Identifies types of engines:-petrol, diesel, rotary, hybrid

Demonstrates familiarity with common engine parts, characteristics, operations, technical terms

Identifies differences between engine types

Question 18

Identifies a range of vehicle parts and systems: fuel systems cooling systems brakes steering suspension chassis body

Demonstrates familiarity with common vehicle parts, characteristics, operations, technical terms









Question 19

Identifies unusual parts by: consulting parts manuals or catalogues referring to catalogue numbers providing samples based on the description translating written description into written or graphical

representations undertaking research using catalogue manual or

online

Identifies correct product based on information provided by customer, or through research

Locates parts by part number or description

Obtains customer details, quantity required, timeframes

Contacts supplier to arrange supply of product

Updates customer records

Advises customers when product is available

Follows up with customer

Completes sale

Question 20

Paper based – orders and files supplements, files old catalogues (for reference)

Microfische – files supplements

Familiarity with using on-line catalogues



RECORD OF CONVERSATIONTLIA1107C Package Goods


Question 21: Describe the correct method for packaging stock and appropriate materials to be used. Illustrate with some examples for:a) small items purchased over the counterb) large items to be packaged for deliveryc) boxed and palleted items for transport/shipmentd) chemicals or other hazardous goods

Question 22: Describe what precautions should be taken when using specified packaging equipment and materials, including any known hazards.

Question 23: Identify what labeling you have used to identify packaged goods.








Safe work practices

Damage minimization measures

Identifies special handling, storage and/or packaging requirements, including temperature controlled goods and dangerous goods

a) Packs in box or bag enclosing sales receipt; offers carry bag to customer

b) Uses cardboard strips, boxes, bubble wrap, ‘cling wrap’ wrapping machines, manual and mechanized strapping machines

c) Ensures boxes are stacked neatly and stably on palletApplies wraps/straps to pallet to secure load

d) Follows Australian and international regulations and codes of practice for the handling and transport of dangerous goods and hazardous substancesEnsures dangerous goods declarations and material safety data sheets (where applicable)

Ensures packaging adequately protects goods









Comply with Company and special packaging requirements detailed on the packing/receipt slips.

Selects packaging for minimal environmental impact

Question 22

Correctly handles any equipment used, using guards and PPE if available

Identifies hazards that may apply to the materials, eg: cling wrap machines becoming entangled incorrect use of tape dispensers leading to cuts dangerous goods movement of equipment, goods and materials damaged packaging or pallets faulty racking poorly stacked pallets

Question 23

Picking slips/invoices displayed on packaged goods

Barcoding systems for inventory tracking

Stick on labels for dispatch

Packing slips

Pallet stock labels

Hazardous goods warning stickers where appropriate



RECORD OF CONVERSATIONAURC251677A Use numbers in the workplace


Question 24: Describe the various areas in which you have been required to use mathematical tasks in your workplace.

Question 25: What steps have you taken to ensure that your mathematical calculations are accurate?








Measuring

Calculating prices and change

Reading labels and calculation quantities eg oil

Counting stock

Calculating trade discount and GST

Question 25

Obtains data from relevant sources

Determines the required calculation method / formula

Substitutes correct numerical values into formula

Uses calculators or spreadsheets

Estimates expected results, including rounding off

Applies calculation method correctly

Obtains correct answer

Checks answer against initial estimation



RECORD OF CONVERSATIONBSBCMN205A Use business technology


Question 26: Discuss the types of digital technology you have regularly used in your work. What software have you used? What peripherals have you used?

Question 27: How does your organisation maintain the security and integrity of electronic data?

Question 28: What are some of the simple maintenance steps with regards to common business technology that you have followed?









Question 26Workplace procedures and guidelines

Information security

Work safety practices

Manufacturer’s instructions for equipment

Waste minimisation

Digital technology: computer technology, such as laptops and PCs, digital cameras, PDAs, mobile phones, Blackberry, iPods

Software: email, internet browsers, word processing, spreadsheet, database, accounting, or presentation packages, enterprise specific applications, computerised reservation systems

Peripherals: discs, CD-ROMs, USBs, zip drives, modems, scanners, printers, keyboards, mouse

Question 27

Security access to electronic data (eg. logon, password, etc)

Secure storage and location of data (eg. air-conditioned rooms)

Virus protection / firewalls

Regular back ups

Question 28

Follows maintenance schedules

Routinely checks equipment during/after use

Identifies faults are identified and takes required action

Keeps log book up to date

Cleans keyboards, mouse, screen regularly

Replaces faulty equipment

Uses correct supplies and parts









Maintains consumable stocks



SALES INVENTORY ELECTIVES(select 6)



RECORD OF CONVERSATIONWRRI5A Maintain and order stock

WRRI1B Perform stock control proceduresAURS239508A Carry out warehousing procedures


Question 29: Explain what has been your role in the receipt and despatching of goods. How do you store and organise goods in the stock room?

Question 30: What is the process you follow when returning faulty goods?

Question 31: Discuss what have been your roles in your organisation regarding stocktake and or cyclical counting of stock.

Question 32: What is the most common stock item that has been lost by your organisation and how have these losses be minimised? How have you accounted for stock losses?

Question 33: Describe the ordering process of your organisation and how it impacts on the stock record keeping of your organisation.











Safe work practices and procedures

Receiving: checks incoming stock against purchase orders and

delivery documentation deals with excess stock (as appropriate) unpacks goods ensuring disposal and recycling of

packing materials inspects items received for damage, quality, use-by

dates, breakage or discrepancies accurately enters stock levels on workplace stock

systems completes documentation controls/supervises unpacking and storage of stock uses equipment/machinery appropriately to lift stock

Despatching: identifies and inspects products as per customer

order/pick list packs goods to protect in transit completes paperwork forwarded to freight company, or to storage area for

customer collection









Storing: transports deliveries to the storage area without

damage to product or packaging labels suitable containers are according to contents stores goods are at correct temperatures to maintain

optimum quality stores goods according to correct location plan rotates stock (moves older stock forward) monitors stock security maintains storage area

Question 30

Makes record is of description of item, fault, date and supplier

Completes credit request documentation and goods returned to supplier

Stores goods securely while awaiting dispatch

Completes delivery documentation including special delivery instructions if necessary

Packs items safely and securely to avoid damage in transit

Question 31

Plans for stocktake (eg. rostering staff, assigning responsibilities, preparing paperwork)

Conducts inventory count

Reconciles to inventory database

Investigates variances

Obtains approval for proposed adjustments / write-offs









Ensures paperwork is completed and filed

Question 32

Discusses common stock items lost

Explains procedures to minimise the stock losses

Recommends solutions to minimise future losses

Identifies losses accurately and arranges adjustments/ write-off documentation

Question 33

Works within preferred supplier arrangements

Processes/raises purchase orders

Ensures delivery of goods as per order

Ensures continuity of supply by continuous liaison with buyers, store/departments, warehouse and suppliers

Distributes stock according to store/department allocation

Monitors and maintains minimum stock levels

Maintains stock storage and movement records

Records stock discrepancies

Monitors stock performance and identifies fast/slow selling items



RECORD OF CONVERSATIONWRRLP3B Maintain store safety


Question 34: What are the major emergencies that you have encountered (or could encounter) in your role and how have you (or would) you respond to them?

Question 35: How have you ensured the maintenance of a safe working environment in your organisation? What type of workplace documentation have you completed in relation to workplace health and safety?

Question 36: How do you ensure other staff are aware of safety requirements and organisational safety policies?









Question 34Relevant codes and standards

Standard operating procedures: First Aid in the

Workplace Hazardous Substances Manual Handling Workplace Equipment Fire and Evacuation

Injury Reporting

Personal protective equipment


Regulatory requirements regarding material waste

Emergencies may include: sickness, accidents, fire, store evacuation involving staff or customers, product recall/contamination, bomb threat, cyclones/storms, dealing with dangerous customers

Understands and implements store emergency policies and procedures promptly in the event of an emergency

Question 35

Implements store policies and procedures with regard to identification, prevention and reporting of potential hazards

Takes prompt action to deal with hazardous events

Handles and stores hazardous goods correctly

Maintains equipment

Completes OH&S records (eg, incident/injury reports) and legal requirements for the maintenance of records

Question 36

Informs staff of change of policies

Discusses safety issues at staff meetings

Provides safety induction for new staff

Identifies OH&S training needs accurately and completes ongoing training



RECORD OF CONVERSATIONBSBSLS301A Develop product knowledge


Question 37: List the methods you have used to ensure that you have ongoing current product knowledge.

Question 38: How have you ensured that customers receive adequate information to make an informed decision for their purchase?










Ethical standards

Attends product and industry expos

Participates in in-house and external product training

Conducts research (internet, media, industry journals, networks, industry associations, statistics)

Networks across industry sectors, and with suppliers and buyers

Scans products and services offered by competitors

Attends promotional seminars, workshops and conferences

Reads industry journals, books, information guides, brochures, supplier product catalogues

Scans industry and general media

Uses organisation’s product library / database

Attends product familiarisation sessions

Shares information with colleagues

Refer to industry publications, catalogues and manufacturers promotional materials

Checks currency of information available









Checks validity of information by confirming through secondary sources

Investigates discrepancies in the information

Question 38

Uses good communication skills including active listening

Gives specific product information to the customer

Interprets any industry terminology into plain language for the customer

Presents product benefits and buyer appeal features

Explains the strengths and weaknesses of product and those of competitors' products

Ensures product information matches customer requirements (scope and depth)

Tailors information to customer requirements

Discusses alternative options and additional services

Advises customer of: cancellation processes/fees indemnities and waivers legal issues warranties user safety instructions



RECORD OF CONVERSATIONWRRM1B Merchandise products


Question 39: Discuss the policies and procedures of ticketing stock items in your organisation.

Question 40: Describe how you have planned a promotional display in your store or at a trade show? What factors did you consider?

Question 41: What measures has your organisation put in place to protect display merchandise?










Standard enterprise operating procedures


Prepares labels/tickets for window, wall or floor displays either manually or electronically. Tickets and pricing requirements may include: pricing gun, shelf tickets, shelf talkers, written labels, swing ticketing, bar coding, price boards, header boards

Ensures tickets/labels are visible and maintained on merchandise

Replaces labels/tickets

Maintains correct pricing and information on merchandise

Question 40

For in-store display: develops central theme plans display within budget considering:

a. size of display areab. floor plansc. type of surface on which display is to be createdd. set-up times and duratione. need for utilities (eg. electricity, water, waste

management)f. security

sets up/dismantles special promotion areas selects merchandise for display arranges merchandise according to layout

specifications and load bearing capacity of fixtures identifies and removes unsuitable or out of date

displays/products ensures display stock levels are optimum and

replenished frequently maintains clean and tidy display areas removes excess packaging from display areas









Additional requirements for trade show: sketches floor plan / display area arranges equipment hire orders/gathers display items (possibly from multiple

suppliers) determines service suppliers for installation and

dismantling (trade show) considers OHS at site (trade show) rosters staff to service the display (trade show)

Question 41

Uses a range of security devices: alarms mirrors CCTV / camera domes merchandise sensors cable systems merchandise security tags anti-theft devices

Is alert to theft risk at all times

Makes regular inspections

Monitors suspicious behaviour



RECORD OF CONVERSATIONAURS241303A Apply sales procedures


Question 42: Describe your approach and process used in dealing with customers which result in successful sales.

Question 43: Discuss the techniques you have used to ensure close of sale. After closing the sale, what information did you provide to the customer?

Question 44: Give some examples of how you and your organisation have maximised sales opportunities.







Question 42Trade Practices Act and consumer protection requirements



Ethical standards

Uses friendly approach which displays excellent product knowledge

Refers to experienced sales staff or product information guide as back up for additional knowledge

Participates in effective sales training regularly offered to sales staff including positive impression, customer buying behaviour, questioning techniques, non verbal cues, listening techniques

Describes product use and safety requirements to customers

Answers routine customer questions about merchandise (e.g. price, price reductions, quality and usage), accurately and honestly or refer to more experienced sales staff

Question 43

Monitors and responds to customer buying signals

Encourages customer to make purchase decision

Chooses method of closing sale and applies it









Discusses warranties

Closes sales and advises customer: how the purchase price has been calculated,

including any taxes such as GST the amount the customer has to pay payment terms delivery costs product warranties, service guarantees, call-out

services, help desk services, after-sales support procedures, costs and the customer's obligations for

return of goods

Question 44

Special offers

Value add products and upgrades

Follows trends and business opportunities

Identifies complimentary products and services which may meet customers needs

Contributes to sales team work on targets, goals or bonus schemes



RECORD OF CONVERSATIONAURC362807A Build customer relations


Question 45: Explain the practices that you have employed to ensure the maintenance of your organisation’s customer database.

Question 46: Discuss some techniques you have used to build rapport with colleagues, customers and suppliers?

Question 47: What has your organisation done to ensure that the changing needs of its customers are being met?










Ethical standards

Conducts management checks to ensure the integrity of the data base

Investigates discrepancies in data/customer information

Updates relevance, currency of all information through regular, systemic process

Demonstrates evidence of continuous improvement process for correction of errors and updates

Updates purchasing history is constantly

Ensures database covers current and potential customer details

Question 46

Maintains contact with customers/suppliers

Uses appropriate communication – cultural and for the style of business

Adopts professional manner

Creates trust – follows up agreed issues or enquiries

Is credible, reliable, customer focussed and responsive









Incorporates feedback from customers/suppliers into work practices

Develops rapport

Follows customer service standards

Reviews service standards regularly against outcomes to ensure required standards are met

Monitors staff to ensure that service standards are being met and customers needs are satisfied

Actively involves staff in ways to enhance customer relationships

Question 47

Reviews sales trends

Conducts customer surveys or informal questioning to ensure customers’ needs are being met

Regularly reviews all products and services

Notes any inquiries for products not in stock

Monitors complaints and incorporates improvements into planning purposes



RECORD OF CONVERSATIONBSBCMN310A Deliver and monitor a service to customers


Question 48: Describe a time you have helped a customer and satisfied their needs. How did you clarify their needs? How did you ensure these needs were met in a timely manner?

Question 49: Explain the types of activities your organisation has undertaken to identify needs and expectations of customers.

Question 50: Discuss a customer complaint you have dealt with. What did you do to ensure the customer was satisfied and that a similar complaint did not reoccur?










Ethical standards

Treats customer with respect and courtesy

Uses appropriate body language

Summarises and paraphrases to check understanding

Provides customer the opportunity to confirm request

Seeks feedback from the customer

Questions to clarify and confirm needs

Listens actively to the customer

Follows company guidelines

Assesses customers’ needs with urgency

Identifies customers with special needs

Determines priority for service/product delivery

Escalates request where required

Monitors process for effectiveness

Question 49









Point of sale communication (service calls)

Customer surveys, questionnaires or forums

Market research, focus groups and studies

Quality assurance and audit data

Returned goods and complaints

Interview current, new or lapsed customers

Media, industry associations, peak bodies

Analyses and review data collected

Question 50

Listens to complaint

Paraphrases for clarification

Apologises and acknowledges customer feelings

Explains the complaint process

Records relevant information

Offers alternative and negotiates positive outcomes

Refers to appropriate personnel

Monitors outcome and delivery of product/service

Checks back with customer to ensure satisfaction

Notes compliant for improvement

Reports complaint to management

Discusses options for improvement with appropriate personnel

Seeks approval and implements improvement



ELECTIVES(select 9)



RECORD OF CONVERSATIONWRRM3B Coordinate merchandise presentation


Question 51: What are the major features of your organisation’s pricing policies and the factors that affect the pricing policy?

Question 52: Describe an example of when the organisation has introduced a new product line. What was your involvement in developing ticketing, coordinating in-store displays, training staff in the new product line, etc?










Discusses a range of pricing policies: markup, margin, discounts, GST, sale items, two for one offers, value add offers, complementary item offers

Discusses factors affecting margin and markup: cost price (including freight, storage and other costs) competition in the market characteristics of goods availability of goods stock turnover promotions store image theft

Question 52

Develops ticketing identifying product, price, description

Coordinates in-store display:- plans, coordinates and evaluates promotions/events plans and supervises safe construction and

maintenance of visual displays ensures product/service display information

accurately depicts product/service being promoted replenishes merchandise and rotates display stock









Trains staff in new product line: distributes product kits and samples to staff informs staff of new product line and importance to

business strategy trains staff in promotional techniques / sales pitches informs staff of the duration of special events and

promotions



RECORD OF CONVERSATIONWRRCA5B Operate retail information technology systems


Question 53: Outline your organisation’s policies and procedures in regard to use of their information system.

Question 54: What do you consider the most important considerations when updating data on your IT systems?

Question 55: How do you rectify or “trouble-shoot” malfunctions that occur in the IT system?










Occupational health and safety procedures

Equipment operating guidelines

Discusses: passwords, confidentiality, fault notification, checking

accuracy of data induction training and updates training manufacturers manuals and instructions policies on filing and archiving back up procedures

Question 54

Price changes, staffing information, customer records, stock records and orders identified and correctly updated as required

Reviews and edits systems information as required

Knowledge of product range

Matches shelf data price and computer records accurately.

Question 55

Identifies and rectifies equipment/hardware/software faults

Handles routine problems using appropriate problem solving techniques, manufacturer’s recommendations

Refer to specialist or expert where cannot resolve

Evaluates and resolves problems arising at point of sale

Provides assistance positively and actively to staff as problems arise

Monitors and implements maintenance program for hardware and software systems



RECORD OF CONVERSATIONWRRS3B Coordinate sales performance


Question 56: What current legislation is relevant to sale of stock in your organisation? How does it impact your day to day work?

Question 57: Describe your organisation’s methods for monitoring sales targets and how has this impacted on your work and performance.

Question 58: What has been the essential information entered at point of sale in your workplace.










Trade Practices Act, tobacco laws, liquor laws, pricing procedures including Goods and Services Tax (GST) requirements, sale of second hand goods, sale of X and R rated products, Lottery Acts, industry codes of practice, occupational health and safety

Question 57

Individual and/or department sales targets monitored and recorded according to store policy.

Feedback provided to management and staff on sales performance in relation to sales targets. Consequential action taken to improve performance and planning

Question 58

Necessary documentation for each of the following - cash, EFTPOS, cheque, credit card/store card, lay-by

Date, quantity and description of goods purchased, price taxes, discount name and address of buyer, method of payment



RECORD OF CONVERSATIONBSBSLS302A Identify sales prospects


Question 59: What are the prospecting methods that you and your organisation have employed to increase sales. Describe the area in which you are most involved?

Question 60: Discuss some of the criteria has your organisation used when determining which leads to follow up for prospective customers and sales.

Question 61: Describe how your organisation researched a prospective customer base. How did it market that base and convert potential sales prospects into clients?










Ethical standards

Referrals, networking, personal observation, intra organisation leads, spotters, cold canvassing, direct mail, media advertising, telemarketing, journals, magazines, newspapers, public records, internet, databases, brokers

Question 60

Discusses key aspects of: buyer accessibility buyer motives product affordability purchase authority legal compliance return for the seller survey results marketing advice

Question 61

Identifies potential customers (demographics)









Conduct market research what markets competitors are currently serving where market opportunities exist which markets will be most profitable for the business

Identifies competitive advantage

Chooses target market

Compiles customer profile

Develops and implements marketing/sales strategy

Is familiar and applies some of the following: persuasive marketing target marketing building customer loyalty



RECORD OF CONVERSATIONBSBSLS305A Support post-sale activities


Question 62: Discuss your experience in conducting after sales service. (Prompts: How to you ensure customer’s pre-sale expectations are met? What after sales support did you provide? How did you strengthen the relationship with the clients to ensure repeat custom? What feedback did you obtain from the customer about the service you provided?










Ethical standards

Maintains contact with the customer throughout the sales process

Ensures that the goods/services meet the customer’s expectations

Resolves any customer problems eg defective goods, warranty claims, etc

Provides after sales support and technical advice – eg. telephone assistance

Obtains client feedback

Promotes customer loyalty programs (eg auto clubs, privilege schemes, rewards programs, newsletters, customer contact centre)

Applies relationship marketing principles



RECORD OF CONVERSATIONAURC465349A Prepare written repair quotation


Question 63: Describe the process you follow in developing the quote for a customer.

Question 64: Discuss the important types of details or conditions that should be included with each quote.

Question 65: Describe the process that would be required if changes needed to be made to a quotation.







Question 63Workplace procedures and guidelines

Legal and ethical requirements

Safe work practices


Numeracy skills

Workplace documentation

Customer relations

Confirms customer requirements

Identifies and tallies cost of parts from catalogue

Identifies labour time to be allocated (if necessary)

Calculates total

Adds GST

Calculates and applies commissions, mark ups, taxes, premiums or special fees

Rechecks information for accuracy

Presents information to customer for approval, and any alternative options

Question 64

Quotes should be printed or in legible writing

Date of current quote, life/expiry date of quotation

Timeframes of payments/deposits required

General conditions and rules

Inclusions and exclusions

Conditions of the contract/quote









Responsibilities of all parties

Consumer protection clauses – refund clauses, guarantees, warranties, errors and omissions clauses

Question 65

Advises customer of adjustments and changes

Documents any requested changes

Confirms changes in writing with customer

Informs any colleagues that need to be aware of changes



RECORD OF CONVERSATIONBSBEBUS304A Buy online


Question 66: Outline your experience purchasing goods and/or services online? (Prompts: What factors influence your choice of online supplier? What are some of the protocols you have to be aware of when purchasing online? How do you ensure that purchases are secure?)

Question 67: In your experience, what have you found to be the advantages and disadvantages of buying online?










Ethical standards

Accesses supplier catalogue online or via website

Uses search engines etc to compare prices and terms of sale

Completes online order forms confirming goods description, the total price, the delivery date, the return and cancellation policy, and the terms of any guarantee

Prints out and files order together with any terms and conditions

Maintains list up ‘favourite’ sites for preferred suppliers

Chooses online supplier according to: organisational preferred suppliers / stockists value for money delivery timeframes supplier reliability supplier "seal" or "trustmark" programs supplier warranties returns policy loyalty schemes









Follows online purchasing protocols: organisational guidelines awareness of security and privacy policies for online

purchasing availability of warranties transit insurance awareness of consumer law for online purchasing

Ensures security of purchases by: dealing only with reputable organisations ensuring secure purchasing site (padlock or https://)

when using credit card online deleting cookies if appropriate making payments through escrow services

Question 67

Discusses some advantages: price – usually lower because buying from

warehouse convenience – can be done at a convenient time and

outside business hours wide choice – larger stock, access to international

suppliers quick delivery – often overnight or same day delivery

Discusses some disadvantages: delivery – may not be a choice of carriers costs of returns – pick up service for returns may not

be available cost of using the internet – internet providers may

charge by the minute temptation to buy more – everything is ‘at the click of

the mouse’



RECORD OF CONVERSATIONWRRCA1B Operate retail equipment


Question 68: What types of retail equipment have you had experience in using, and how do you ensure that you are operating them correctly?

Question 69: What has been your role in the maintenance of the retail equipment that you have used in your role?










Uses electronic equipment for:Point of sales terminals, electronic bar coding equipment for price labelling and stocktaking, portable data entry, printers, electronic ordering equipment, etc

Wrapping and packing equipment such as shrink wrapping

Equipment for carrying or moving merchandise

Equipment for storage of merchandise including refrigerators, weighing machines, thermometers, dye tag removers, trolley return equipment

Computers, scanners, numerical keyboard equipment including calculators

Demonstrates knowledge of equipment, and its correct operation and limitations

Question 69

Understands purpose and operation of various equipment

Operates equipment according to design specifications

Identifies equipment faults and reports to appropriate personnel

Follows maintenance program for retail equipment



RECORD OF CONVERSATIONBSBCMN212A Handle mail


Question 70: What is your process for receiving and distributing incoming mail?

Question 71: How do you correctly prepare mail for dispatch?

Question 72: Assuming you have an urgent delivery, how do you ensure it will arrive at its destination on time?

Question 73: How do you organise and send electronic mail?







Question 70 Standard operating procedures

Confidentiality requirements


Describes organisational policy

Demonstrates experience in receiving and registering mail

Demonstrates understanding of distribution system

Describes manual and electronic recording and distribution systems used in workplace

Question 71

Calculating and paying postage

Registering mail where appropriate

Organising express mail where required

Recording mail details in accordance with company policy

Arranging best delivery option

Question 72

Follows organisational procedures









Identifies courier service as soon as possible

Secures and packages item appropriately

Labels item appropriately

Completes necessary documentation

Records documentation appropriately in event of later follow up

Question 73

Prepares and saves distribution lists e.g. marketing campaigns

Prepares and checks mail messages

Ensures mail out does not interrupt system capability

Records outgoing mail electronically



RECORD OF CONVERSATIONBSBEBUS306A Make payments online BSB01


Question 74: What are important considerations when establishing an online payment facility?

Question 75: What steps do you take when using online systems to make payments in your jobs?

Question 76: How do you ensure accurate record keeping of online payments?







Question 74 Standard operating procedures

Confidentiality legislation

Online security systems

Risk management

System complies with organisation’s online polices and codes of practice

Adequate guarantees are provided

System provides adequate privacy and confidentiality safeguards

System provides adequate safeguards from intrusion

Question 75

Uses secure access information correctly

Keeps access authority secure at all times

Checks invoices for accuracy

Follows appropriate policy in making payments

Keeps within payment authority maximum limits

Reports system problems to correct authority

Question 76

Follows company policy for record keeping

Ensures transactions are appropriately saved or printed









Undertakes regular backup of information

Demonstrates understanding of online system used by organisation

QUESTION RECORDING SHEET



WRRLP4B – Maintain store security


Question 77: What are the critical components that should be considered in relation to the security of your operation?

Key points to guide answers Industry Identified RisksIndicate if key point has been

addressed

COMMENTS

Record key points from conversation Identify whether a practical assessment is warranted

Question 77 Responses should include reference to the

implementation and regular review of procedures associated with:

o Cash handling, (till counts and clearing, banking);

o High value and easily stolen merchandise;o Keys;o Theft and armed robbery;o Security systems and alarms (Opening and

Closing procedures)o Staff awareness and training;o Relevant legislation and statutory regulations

in relation to checking customer bags and purchases.

Evidence of the following is critical:

Compliance with organisational policies



SECTION D

Practical Tasks and Observation Recording

SheetsYou use this section to assist you in determining a candidate’s competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate.



PRACTICAL TASKS

Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate.

Note to the Candidate:

In addition to the specific requirements listed, Task 3 also requires you to demonstrate how you:

follow work safety procedures (OH&S) prepare for work have regard for environmental considerations communicate and work effectively with others clarify and resolve problems with customers if they arise during the task

Task 1 AURC270789A Communicate effectively in the workplace

Prepare a draft memo to be issued to staff concerning the change in an existing procedure in your workplace and how it will impact on daily work.

Task 2 AURC251677A Use numbers in the workplace

Complete the following calculations.

23 oil filters @ $13.75 each44 litres motor oil @ $5.05 per litre6 dozen steering wheel covers @ $8.43 each

Plus GST 10%Less Customer Discount 15%

Task 3 AURC270421A Establish relations with customersBSBCMN208A Deliver a service to customersAURC362807A Build customer relationsBSBCMN310A Deliver and monitor a service to customersAURS241769A Sell product(s)AURS241303A Apply sales proceduresAURS238127A Identify and select automotive parts and productsAURS338103A Apply automotive parts interpretation processBSBCMN205A Use business technologyWRRCA1B Operate retail equipmentWRRCA5B Operate retail information technology systems

3(a) Assuming that the assessor is one of your customers, demonstrate effective customer service and sales processes by serving the customer. This includes:



o using the range of equipment available in your workplace to identify the requested product/s o Using stock system and noting

stock code stock level current price.

o Completing the transaction and all point of sale processing

(NOTE TO ASSESSOR: Assume the role of customer and select a range of ‘fast moving’ parts which the applicant would typically serve in his/her job).

3(b) Using the range of equipment available in your workplace, complete the necessary action to complete the sale of the items listed in task 2 including

o use of stock control systemo including saleo including re order if necessary

o Packaging of goodso use of cash registero point of sale requirements

o eftposo casho chequeo credit cardo account customer

Task 4 WRRLP4B Maintain store security

Conduct a brief security audit identifying primary areas of review and concern.

Candidates will be able to demonstrate an awareness of the store security by conducting a hazard and risk analysis/audit, documenting and reporting findings according to organisational procedure.

Task 5 WRR15A Maintain and order stock WRR11B Perform stock control procedures AURS239508A Carry out warehousing procedures

Complete the requirements of one incoming stock order and one outgoing stock order ensuring that all documentation and appropriate checks are completed.



OBSERVATION RECORDING SHEETPRACTICAL TASKS

CANDIDATE’S NAME: SIGNATURE: DATE:

ASSESSOR’S NAME: SIGNATURE: DATE:

LOCATION:

NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidate’s workplace as part of the candidate’s normal work duty OR as part of a practical assessment/demonstration set by the assessor.

Unit and element covered in task

Task No.

Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed

Date assessed

AURC270789ACommunicate effectively in the workplace

(All elements)

1 Presents information in clear and concise language. Ensures the intended meaning of correspondence is understood by recipient

Drafts and presents correspondence within designated timelines

Presents written information that meets organisational standards of style, format and accuracy

Computer skills are used during compilation of the document

Use appropriate software package

Document is prepared in correct style and format

Saves and stores data appropriately



Ethical standards


2 Collects and organises numerical information

Interprets numerical information and presents results in accordance with





Task No.


Date assessed

workplace requirements

Applies numerical information to perform workplace tasks

Communicates effectively with others involved in or affected by the work

AURC270421AEstablish relations with customers


AURC362807A Build customer relations

BSBCMN310ADeliver and monitor a service to customers

3 Welcomes customers in a courteous and professional manner

Identifies and assesses customer needs

Establishes customers needs and priorities

Establishes appropriate rapport with customer

Provides prompt service

Treats customers appropriately – with courtesy and respect

Displays professional environment

Clarifies customers information as required

Maintains appropriate service standards

Provides customer with information and options

Follows organisational procedures

Industry codes of practice



Ethical standards

AURS241769ASell product(s)

3 Sells products to meet customer needs

Uses sales techniques effectively

Communicates effectively with customers






Task No.


Date assessed


Demonstrates knowledge of products and specifications

Displays effective communication skills

Uses effective questioning and listening techniques

Displays effective sales skills

Explains product information and knowledge to customer


Ethical standards



3 Welcomes customer appropriately

Establishes customer needs

Gathers sufficient information to establish model and item being sought

Shares appropriate information with customer

Identifies product using catalogue

Confirms selected product/s with customer

Finalises sale



Parts/products catalogue systems



3 Selects appropriate technology and software applications to achieve the requirements of the task

Adjusts workspace, furniture and equipment to suit the ergonomic requirements of the user

Uses technology according to organisational requirements and in a way which promotes a safe work environment

Files and records are identified,






Task No.


Date assessed

opened, generated or amended according to task and organisational requirements

Operates input devices according to organisational requirements

Data is stored appropriately and applications are exited without damage to or loss of data

Uses manuals, training booklets and/or on-line help or help-desks to overcome basic difficulties with applications

Identifies and replaces used technology consumables in accordance with manufacturer's instructions and organisational requirements

Carries out and/or arranges routine maintenance in order to ensure that equipment is maintained in accordance with manufacturer's instructions and organisational requirements

Accurately identifies equipment faults and takes action in accordance with manufacturer's instructions or by reporting fault to designated person




Task No.


Date assessed

WRRCA1B Operate retail equipment

3 Equipment used in store/department identified accurately

Operates equipment according to design specifications

Identifies equipment faults and reports faults to appropriate personnel

Applies maintenance program for retail equipment according to store policy.

Operates keyboard using typing techniques within designated speed and accuracy requirements.

Enters and edits information accurately and according to store policy and procedures







Task No.


Date assessed

Operates price marking equipment according to manufacturer's instructions and store policy.

Enters data accurately and within designated time limits.




Task No.


Date assessed

WRRCA5BOperate retail information technology systems

3 Displays knowledge of store information technology system and conveys to other staff members as required

Accurately identifies hardware and operates it according to manufacturer's instructions and store procedures.

Identifies software accurately and uses chosen software according to manufacturer's instructions and store procedures.

Transmits data according to store procedures as required.

Uses keyboard skills accurately to enter information as required by store policies.

Performs back up procedures regularly according to store procedures

Identifies information to be edited/updated correctly according to store procedures

Accurately edits or updates information on system according to store procedures.

Identifies price changes accurately and enters them into store system as required

Ensures shelf data price and computer data price records match.

Equipment/hardware/software faults identified and rectified where possible or expert assistance sought without







Task No.


Date assessed

WRRLP4BMaintain store security

4

delay

Maintenance program for hardware and software systems monitored and implemented according to manufacturer's specifications and store procedures

Handles routine problems using appropriate problem solving techniques and refers to appropriate personnel as required.

Resolves problems arising at point of sale according to store procedures.

Actively provides assistance to staff as problems arise.

Candidate displays objective approach to review.Hazards / Risks identified during audit may include, but will not necessarily be limited to: Security

Cash levels in registers; Security of cash register keys; Operational status of alarms;

Staff awareness of emergency alarm locations and procedures;

Location and security of stock; Staffing levels; Security of exits, including

emergency exits.




Task No.


Date assessed

WRR15A Maintain and order stock

WRR11B Perform stock control procedures


5

Where identified, Hazards / Risk are documented in accordance with organisational policies and procedures and accepted industry practice, for appropriate action.

Appropriate documents are identified and sourced – (purchase orders, internal transfers, despatch orders)

Unpacks/Packs stock in accordance with OHS practices and using correct techniques.

Compares actual stock received/despatched with purchase order/despatch order and identifies/rectifies discrepancies.

Stores goods received appropriately using stock rotation and maintains clean and orderly receiving bay.

Updates stock records appropriately and re-orders where appropriate




Task No.


Date assessed



SECTION E

Resources for Practical Tasks

You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks.



Nil supplied



SECTION F

Third Party VerificationThe preferred approach in gaining third party validation is to take the forms in this section to the candidate’s previous employers or referees to gain confirmation of the candidate’s skills against the required competencies. This would be done during a conversation or interview with these people.

It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate.

It is recommended that verification be obtained from one or two referees who can confirm the candidate’s industry skills in context over time.



REFEREE TESTIMONIAL

(Date)

To whom it may concern,

RE: skills in/as (insert candidate name) (insert industry/job title)

I certify that the above named person has:

worked at for a period of years

regularly undertaken the following activities within the workplace since commencing employment with this organisation:

Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace

applies safe work practices demonstrates effective customer service skills using appropriate communication works effectively with others demonstrates effective sales skills demonstrates effective marketing and promotion of products carries out mathematical calculations relevant to job identifies, interprets and selects automotive parts and products uses business technology and equipment associated with job carries out warehousing and stock management procedures develops product knowledge buy products and make payment online maintains store safety and security handles and processes mail

If you would like any further information or would like to discuss any of the above, I can be contacted on

Yours sincerely

SignaturePrint Name and Position



SECTION G

Assessment TablesYou use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification.

Question numbers refer to those found in SECTION C of this kit.

Practical assessment/scenarios numbers refer to those found in SECTION D of this kit.

It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected.



Elements Performance Criteria Questions Practical Tasks

AURC270103A Apply safe working practices1. Apply basic safety

procedures1.1 Procedures to achieve a safe working environment are followed and maintained in line with OH&S regulations and requirements

and according to worksite policy

1.2 All unsafe situations are recognised and reported according to worksite policy

1.3 All breakdowns in relation to machinery and equipment are reported to supervisor or nominated persons

1.4 Fire and safety hazards are identified and precautions are taken or reported according to worksite policy and procedures

1.5 Dangerous goods and substances are identified, handled and stored according to worksite policy and procedures and OH&S requirements

1.6 Worksite policy regarding manual handling practice is followed

1.7 Participation in consultative arrangements established by company for OH&S is exercised

1,

2, 3,

1,2,3

3,4,

3,4,

1

2

1,2

Assessed across tasks 1, 2, 3, 4

2. Apply emergency procedures

2.1 Worksite policies and procedures regarding illness or accidents are identified and applied

2.2 Safety alarms are identified

2.3 Qualified persons are contacted in the event of accident or sickness of customers or staff and accident details are documented according to worksite accident/ injury procedures

2.4 Worksite evacuation procedures are identified and applied

1,

3,

3,

3

AURC270421A Establish relations with customers1. Establish contact

with customer1.1 A welcoming customer environment is maintained

1.2 Customer is greeted warmly according to enterprise policies and procedures

1.3 An effective service environment is created through verbal and non-verbal presentation according to enterprise policies and procedures

13

13

13,14

3

3

3

2. Clarify specific needs of a customer

2.1 Customer needs are determined through questioning and active listening

2.2 Customer needs are accurately assessed against the products/services of the enterprise

2.3 Customer details are documented clearly and accurately in required format

13,14

13,14,15

13,14

3

3

3

3. Provide information and advice

3.1 Features and benefits of products/services provided by the enterprise are described/recommended to meet customer needs

3.2 Information to satisfy customer needs is provided

3.3 Alternative sources of information/advice are discussed with the customer

3.4 Alternatives are followed up

14,15

13,14,15

13,14,15

13,15,16

3

3

3

3


http://210.9.70.37/cgi-bin/waxhtml/~ntis2/unit.wxh?page=90&lElemRef=133402&inputRef=35545&sCalledFrom=std










4. Follow up customer needs

4.1 Further information is dispatched to customer

4.2 Gaps in available information are identified and referred to relevant persons for action

14

14

3

3

AURC270688A Work effectively with others1. Contribute to

determination of work roles

1.1 Work roles for each group or team member are identified based on information and instructions about objectives, performance requirements and procedures

1.2 Contributions are made to assist in the determination of the roles and responsibilities for the successful completion of work activities

5

5,6

2. Contribute to planning of activities

2.1 Suggestions and information are provided to contribute to the planning of work activities and associated procedures 6

3. Organise and accept responsibility for own workload

3.1 Priorities and deadlines are established and documented in consultation with others

3.2 Work activities are planned and progress of work is communicated to others whose personal work plans and timeframes may be affected

3.3 Work is completed to the standard expected in the workplace in accordance with guidelines, directions and instructions

3.4 Variations and difficulties affecting work requirements are identified through regular reviews and action is taken to report these issues to appropriate persons

3.5 Additional support to improve work is communicated clearly to appropriate persons

5,6

5,6

5,6

5,6

5,6

3,5

3,5

3,5

3,5

3,5

4. Maintain enterprise dress and grooming standards

4.1 Enterprise and/or industry dress standards and requirements are maintained

4.2 Enterprise and/or industry grooming standards are maintained

8

8

3

3

5. Work with others 5.1 Forms of communication appropriate to the work activities are used

5.2 Assistance in the completion of activities is requested

5.3 Support is provided to colleagues to ensure designated team goals are achieved

5.4 Contributions to the achievement of a required outcome are made

5.5 Work is undertaken in accordance with procedures on an individual and shared basis

5.6 Problems are discussed and resolved where possible through agreed and accepted processes

5.7 Suggestions for improvements to process are made and discussed within the team

6

6

6,7

5,6

6

6

6

3,5

3,5

3,5

3,5

3,5

3,5

3,5

6. Participate in identifying and meeting own

6.1 Competencies for the workplace are identified

6.2 Organisational structure, career paths and development opportunities are identified

7

7





















development needs

6.3 Steps are taken, in consultation with appropriate persons, to identify own learning needs through assessment and planning for future work requirements

6.4 Opportunities to learn and develop required competencies are undertaken, including establishing networks and working relationships with others

7

7

7. Work effectively and responsibly

7.1 Notification of shift/work availability or non-attendance for shift/work is given without undue delay and according to enterprise policies and procedures

7.2 Staff rosters are interpreted

7.3 Non-discriminatory attitudes are displayed when interacting with customers, staff and management

7.4 Non-discriminatory language is used consistently

7.5 Awards/enterprise agreements are identified and interpreted.

6,8

8

6,8

6,8

6,8

3,5

3,5

3,5

3,5

3,5

AURC270789A Communicate effectively in the workplace1. Write routine texts 1.1 Routine texts of one or more sentences are composed in accordance with workplace requirements

1.2 Routine forms are completed in accordance with workplace requirements

1.3 Spelling, punctuation and grammar rules are followed

1.4 Texts are self-checked for accuracy and presented for progress checks by relevant persons

11

9,10,11

11

11

1

1,3

1,3,5

1,3,5

2. Read routine documents

2.1 Purpose of the text is understood and described

2.2 Main points or ideas presented are described

2.3 New technical words are comprehended

2.4 The meaning of key words and phrases are explained

9,10,11

11

9,10

9,10

3,5

1,3,5

3,5

3,5

3. Contribute to workplace communications

3.1 Information is accessed to ensure effective communication when sending or receiving information

3.2 Assistance is provided to colleagues in the workplace, to foster common understanding

3.3 Requests for information from colleagues are met

3.4 Documents are kept and maintained in accordance with workplace/enterprise procedures and Government legislation

9

10

9,10,11

11

1,3,5

1,3

3,5

3,5

4. Apply basic computer skills

4.1 Computer is turned on according to manufacturer/component supplier specifications or workplace procedures

4.2 Software is loaded or selected from menu

4.3 File is identified and selected or new file is produced

4.4 Information is entered, edited or deleted using an input device and within workplace designated speed and accuracy requirements

27,28

27,28

27,28

27,28

1,3

1,3

1

1
















4.5 Document is saved regularly to avoid loss of information

4.6 Document is proof read and amended for accuracy

4.7 Document is produced in required style and format

4.8 Document is printed

4.9 File is saved and closed and program closed or exited according to manufacturer/component supplier specifications or workplace procedures

4.10 Computer is turned off according to manufacturer/component supplier specifications or workplace procedures

4.11 OH&S guidelines relating to screen-based equipment and computer workstations are observed

27,28

27,28

11,27,28

27,28

27,28

27,28

1,27,28

1

1

1

1

1

1

1

5. Operate workplace telephone systems

5.1 Telephone system functions are used according to enterprise policy

5.2 Outgoing calls are completed in accordance with manufacturer instructions and enterprise policy and procedures

5.3 Incoming calls are answered promptly and in accordance with enterprise policy and procedures

5.4 Calls are transferred or placed on hold

5.5 Caller is kept informed of delays and action being taken

5.6 Caller details and purpose of call are obtained and documented

5.7 Messages are documented and calls promptly returned if required

12

12

12

12

12

12

12

3,5

3,5

3,5

3

3,5

3,5

3,5

AURC272003A Apply environmental regulations and best practice in a workplace or business1. Identify

environmental regulations

1.1 Reasons for ethical environmental practice in an automotive workshop are identified

1.2 Responsibilities of staff in an automotive workshop are identified

1.3 Penalties for individual breaches of legislation are identified

1.4 Methods to minimise waste and sort or store for recycling or disposal are identified

1.5 Methods to sort and dispose of packaging on goods received are identified

4

4

4

4

4

2. Identify hazards to stormwater

2.1 Actions to be taken to ensure no waste water is allowed to enter the stormwater system are identified

2.2 Storage methods for parts and components containing environmentally hazardous material are identified

2.3 Recycling and storage procedures for liquid wastes are identified

2.4 Uses of a spill kit are identified

2.5 Procedures to keep workplace clean and prevent unintentional stormwater pollution are identified

4

4

4

4

4

3. Identify hazards to air quality

3.1 Hazards of airborne particles are identified, and methods to minimise and contain are identified 4














3.2 Hazards of gases and fumes are identified, and methods to minimise and contain are identified 4

4. Identify noise hazards

4.1 Effects of noise creating activities and methods to minimise these are identified 4

AURS241769A Sell products1. Present and

demonstrate product to customer

1.1 Product is presented to customer to maximise its features and market appeal in relation to customer perceived needs

1.2 Product features, fittings, controls and accessories are shown and talked through with customer and operated where necessary

1.3 Customer is offered a test operation

13,14

13,14

13,14

3

3

3

2. Obtain customer agreement to purchase product

2.1 Price for product is negotiated and agreed

2.2 Sale is made using closing technique according to automotive industry/enterprise policies and procedures

2.3 Sale is made in accordance with legal requirements

13,14

14

14,15

3

3

3

3. Perform product delivery and customer follow-up procedures

3.1 Product is delivered to customer in accordance with manufacturer/component supplier specification and industry/enterprise policies and procedures

3.2 Customer satisfaction is determined, remedial action is taken where necessary to maximise repeat business possibilities

13,14,16

14,15,16

3

3

3

4. Use prospecting methods to locate potential market

4.1 Potential customers are identified by follow-up of enterprise records of existing/past customers, service area customers, industry contacts and advertising strategies

4.2 Plans are developed to contact potential customers

14

14

3

3

BSBCMN208A Deliver a service to customers1. Identify customer

needs1.1 Appropriate interpersonal skills are employed to ensure that the customer's needs are accurately identified

1.2 Customer needs are assessed for urgency so that priorities for service delivery can be identified

1.3 Customers are provided with information about available options for meeting their needs and assisted to identify their preferred option

1.4 Personal limitations in addressing customer needs are identified and where appropriate, assistance is sought from designated person

13,14,15,19

13,14,15,19

13,14,19

13,14,19

3

3

3

3

2. Deliver service to customers

2.1 Prompt customer service is provided to meet identified needs in accordance with organisational requirements

2.2 Appropriate rapport is established with customers to enable high quality service delivery

2.3 Customers' complaints are handled sensitively and courteously in accordance with organisational requirements

2.4 Opportunities to enhance the quality of service and products are identified and taken whenever possible

13,14,15

13,14

13,16

13,14,16

3

3

3

3























1. Collect and organise numerical information

1.1 Procedures for collecting and organising numerical information are established

1.2 Numerical information is collected

1.3 Numerical information provided from other sources is monitored, checked for accuracy and corrected

1.4 Numerical information from different sources is compared

24,25

24,25

24,25

24,25

2,3

2,3,5

2,3,5

2,3,5

2. Interpret and present numerical and related information

2.1 Procedures are established for the interpretation of numerical information

2.2 Numerical information is identified, interpreted and manipulated

2.3 Numerical information is checked for accuracy

2.4 Numerical and related information is presented

2.5 Evidence for interpretation of results is presented

24,25

24,25

24,25

24,25

24,25

2,3,5

2,3,5

2,3,5

2,3,5

2,3

3. Apply numerical and related information

3.1 Quantities/resources required in the workplace are estimated

3.2 The time required to complete the task is estimated

3.3 Settings for equipment and machinery are estimated and adjusted

24,25

24

24

2,3,5

2,3,5

2,3

AURS238127A Identify and select automotive parts and product1. Identify the

part/product and its end use

1.1 Customer is made to feel welcome and valued

1.2 Available information on the required part/product is gathered, documented and confirmed with customer

1.3 End use or host for the part/product, i.e. vehicle/unit assembly or vehicle/unit assembly options, is established from an analysis of available information

13

19

19

3

3

3

2. Identify details of the part/product

2.1 The parts/product cataloguing system is identified and accessed

2.2 Part/product is matched accurately with cataloguing information by accessing and using the catalogue system

2.3 Details of identity of the part/product are documented and processed

19,20

19,20

19,20

3

3

3

3. Part/product is supplied or ordered for customer

3.1 Customer accepts process used

3.2 Part/product is supplied or ordered if not in stock

3.3 Customer records are updated

19,20

19

19

3

3

3

AURS241803A Apply legal requirements relating to product sales1. Identify legislation

and documentation to sell product(s)

1.1 Legislation to sell product(s) is correctly identified and accessed where necessary

1.2 Product documentation and manuals are identified and available for customers

15,16

15,16

3

3

2. Apply legislation 2.1 Product(s) are sold in accordance with identified legal requirements, including duty of care 15,16 3

























to sell products 2.2 Customer transaction is handled in accordance with consumer legislation 15,16 3

3. Record necessary information on product sales documentation

3.1 Correct product sales documentation is identified and accessed in accordance with enterprise policies and procedures

3.2 Required information is clearly and accurately provided to complete legal requirements for correct documentation

3.3 Customer is requested to sign acknowledgement of information provided:

operation instructions for product

safety requirements

supply of manual for product

15,16

15,16

15,16

3

3

3

AURS338103A Apply automotive parts interpretation process1. Identify the part

and its end use1.1 Customer is made to feel welcome and valued

1.2 Available information on required part is gathered, documented and confirmed with customer

1.3 End use or host for the part, i.e. vehicle/unit assembly or vehicle/unit assembly options, is established from an analysis of available information

13,19

19

19

3

3

3

2. Identify and record details of the part

2.1 The parts cataloguing system to host vehicle/unit is identified and accessed

2.2 Part is matched accurately with cataloguing information by accessing and using the catalogue system, its aids and user guides

2.3 Expert advice is sought from provider/supplier to clarify imprecise identification outcomes

2.4 Details of identity of the part are documented and processed

19,20

19,20

19,20

19

3

3

3

3

3. Part is supplied or ordered for customer

3.1 Customer accepts process used

3.2 Part is supplied or ordered if not in stock

3.3 Customer records are updated

19

19

19

3

3

3

BSBCMN205A Use business technology1. Select and use

technology1.1 Appropriate technology and software applications are selected to achieve the requirements of the task

1.2 Workspace, furniture and equipment are adjusted to suit the ergonomic requirements of the user

1.3 Technology is used according to organisational requirements and in a way which promotes a safe work environment

26

1

1,26,27

1,3,5

1,3

1,3,5

2. Process and organise data

2.1 Files and records are identified, opened, generated or amended according to task and organisational requirements

2.2 Input devices are operated according to organisational requirements

2.3 Data is stored appropriately and applications are exited without damage to or loss of data

2.4 Manuals, training booklets and/or on-line help or help-desks are used to overcome basic difficulties with applications

26,27

26

26,27

26,27

1,3,5

1,3,5

3,5

1,3

3. Maintain 3.1 Used technology consumables are identified and replaced in accordance with manufacturer's instructions and organisational 28 3,5






















technology requirements

3.2 Routine maintenance is carried out and/or arranged in order to ensure that equipment is maintained in accordance with manufacturer's instructions and organisational requirements

3.3 Equipment faults are accurately identified and action taken in accordance with manufacturer's instructions or by reporting fault to designated person

28

28 3

3,5

TDTA1197B Package Goods1. Select materials

and pack and unwrap products

1.1 Packaging specifications and order packaging documentation are correctly interpreted

1.2 Appropriate packaging technology suitable for the goods to be packed is selected

1.3 Packaging materials are identified and matched to specifications

1.4 Work plan ensures materials are used economically and that appropriate packaging is used that minimises loss and damage in transit or storage

1.5 Work is planned in accordance with OHS requirements

1.6 Completed packed goods are stacked to minimise damage from within and outside

21,22,23

21,22,23

22

21

22

22

3,5

3,5

3,5

3,5

3,5

3,5

2. Label packaged products/loads

2.1 Workplace labeling standards are identified

2.2 Appropriate goods handling, labelling and other identification symbols are utilized

2.3 Invoices and picking slips are attached (where required)

2.4 Workplace documentation is completed

23

23

23

23

3,5

3,5

3,5

3,5

AURC362807A Build Customer Relations1. Ensure

maintenance of customer database

1.1 Evidence of maintenance of customer documents is sought regularly from staff responsible to ensure vital data is kept on existing and potential customers

1.2 Customer data is maintained to ensure database relevance and currency

1.3 Information on customers and sales and service history is gathered for analysis

45

45

45

3

3

3

2. Establish needs of customer

2.1 Customer needs are regularly monitored through formal and informal communication channels

2.2 Current products and services are assessed against customer needs to determine the ability of the enterprise to meet customer needs

2.3 Trends in customer service needs are documented and reported to appropriate persons periodically for planning purposes

46,47

46,47

47

3

3

-

3. Ensure appropriate treatment of

3.1 Service standards are reviewed regularly against outcomes to ensure required standards are met

3.2 Staff are trained to provide customer service to an appropriate standard to ensure consistent treatment of customers

46

46

3

3


















customer 3.3 Work activities of staff are reviewed regularly to ensure customer requirements are met

3.4 Business operations are reviewed to ensure they meet current and projected customer requirements

3.5 Staff are actively involved in providing information to improve customer service operations and activities

46

46,47

46

3

3

3

AURS239508A Carry out Warehousing Procedures1. Receive incoming

goods1.1 Cleanliness and orderliness in receiving bay are maintained according to enterprise policy

1.2 Goods are unpacked using correct techniques and equipment in line with enterprise policy

1.3 Packing materials are removed and disposed of according to enterprise policy

1.4 Incoming stock is checked and validated against purchase orders and delivery documentation according to enterprise policy

1.5 Items received are inspected for damage, quality, use-by dates, breakage or discrepancies and documented according to enterprise policy

1.6 Stock levels are accurately documented on enterprise stock systems, according to enterprise policy

29

29

29

29

29,30

29

5

5

5

5

5

5

2. Store goods 2.1 Deliveries are promptly and safely transported to the storage area without damage to product or packaging

2.2 Containers are labelled according to contents

2.3 Goods are transferred to suitable containers and are placed safely in the storage area, with old stock to the front

2.4 Goods are stored at correct temperatures to maintain optimum quality

2.5 Storage procedures are carried out according to industry regulations/guidelines, OH&S legislation, statutory legislation and regulations and enterprise policies and procedures

29,31

29

29,31

29

30,32,33

5

5

5

5

5

3. Dispatch goods 3.1 Goods to be returned to supplier are identified and labelled with date, supplier and reason for return or referred to management

3.2 Credit request documentation is completed

3.3 Goods are stored securely while awaiting dispatch

3.4 Delivery documentation is completed

3.5 Special delivery instructions are noted

3.6 Items are packed safely and securely to avoid damage in transit

3.7 Goods are dispatched to appropriate area/department.

29

29

29

29

29

29

29

5

5

5

5

5

5

5

AURS241303A Apply sales procedures1. Demonstrate

product knowledge

1.1 Knowledge of use and application of products and services is demonstrated

1.2 Experienced sales staff or product information guide are consulted to increase product knowledge

17,18

19,42,43

3

3

2. Approach customer

2.1 Timing of customer approach is determined and applied 42 3















2.2 Effective sales approach is identified and applied

2.3 Positive impression is conveyed to arouse customer interest

2.4 Knowledge of customer buying behaviour is demonstrated

2.5 Customer is focused on specific merchandise

42

42

42,43

42,43

3

3

3

3

3. Customer response

3.1 Questioning techniques are applied to determine customer buying motives

3.2 Listening skills are used to determine customer requirements

3.3 Non-verbal communication cues are interpreted and clarified

3.4 Customers are identified by name where possible

42,43

42,43

42,43,44

42,44

3

3

3

3

4. Apply product knowledge

4.1 Customer needs are matched to products and services

4.2 Knowledge of product features and benefits are communicated clearly to customers

4.3 Product use and safety requirements are described to customers

4.4 Customers are referred to product specialist

4.5 Routine customer questions about merchandise, e.g. price, price reductions, quality and usage, are answered accurately and honestly or referred to more experienced sales staff

13,14,42

42,43,44

14,15,42

42,43,44

17,18,42,43

3

3

3

3

3

5. Gather information

5.1 Customer objections are identified and accepted

5.2 Objections are categorised into price, time and merchandise characteristics

5.3 Solutions are offered according to store policy

5.4 Problem solving is applied to overcome customer objections

16,43,44

16,43

16

16

3

3

3

3

6. Close sale 6.1 Customer buying signals are monitored, identified and responded to

6.2 Customer is encouraged to make purchase decision

6.3 Method of closing sale is selected and applied

6.4 Legislative and legal sales requirements/procedures are followed

43,44

43,44

43

15

3

3

3

3

7. Maximise sales opportunities

7.1 Opportunities for making additional sales are recognised and applied

7.2 Customer is advised of complementary products or services according to identified needs

7.3 Personal sales outcomes are reviewed to maximise future sales

44

44

44

3

3

3

BSBCMN310A Deliver and monitor a service to customers1. Identify

customers' needs1.1 Customers' needs and expectations are clarified and accurately identified using appropriate interpersonal skills

1.2 Customers' needs are assessed for urgency to determine priorities for service delivery in accordance with organisational requirements

48 3

3















1.3 Customers are provided with information about available choices for meeting their needs and assisted in the selection of preferred options

1.4 Limitations in addressing customers' needs are identified and appropriate assistance is sought from designated individuals

48

48

48

3

3

2. Deliver a service to customers

2.1 Service is provided promptly to customers to meet identified needs in accordance with organisational requirements

2.2 Appropriate rapport is established and maintained with customers to ensure completion of the delivery of a quality service.

2.3 Customers' complaints are handled sensitively and courteously in accordance with organisational requirements

2.4 Customers with special needs or assistance are responded to in accordance with organisational requirements

2.5 Available opportunities are identified and used to promote and enhance services and products to customers

48,49

48,49

16,50

48,49

48,49

3

3

3

3

3

3. Monitor and report on service delivery

3.1 Customer satisfaction with service delivery is regularly reviewed using verifiable evidence in accordance with organisational requirements

3.2 Opportunities to enhance the quality of service and products are identified and pursued within organisational requirements

3.3 Procedural aspects of service delivery are monitored for effectiveness and suitability to customer requirements

3.4 Customer feedback is regularly sought and used to improve the provision of products and services

3.5 Decisions to modify products or services incorporate evidence of customer satisfaction and are within organisational requirements

3.6 Reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

45,46,47,48,49

44,47

47

16,46,48

47,50

47,49 50

3

3

3

3

3

3

BSBSLS301A Develop Product Knowledge1. Acquire

knowledge of products in a specified area

1.1 Information sources about products in a specified area are identified and evaluated for reliability and validity

1.2 Product purpose/s and use/s are identified

1.3 Key features of the product are identified

1.4 Product strengths and limitations are identified

1.5 Guarantees and warranties are articulated and service support details identified

37,38

17,18,20,37,38,

17,18,20,38

17,18,20,37,38’

38

3

3

3

3

3

2. Convert product knowledge into benefits

2.1 Features of the product which have potential buyer appeal are identified

2.2 Features of the product which have buyer appeal are presented as benefits

2.3 Product benefits are presented within the context of organisational requirements and legislation

14,15,37,38

14,37

14,15,37,38

3

3

3

3. Evaluate competitors' products

3.1 A range of information sources is used to identify competitors' products

3.2 Features of competitors' products to the buyer are identified

3.3 Potential benefits of competitors' products are identified

14,37,38

14,37,38

14,37,38

3

3

3


















3.4 The strengths and weaknesses of competitors' products are established

3.5 The relative standing of the organisation's product with the competitor product(s) is established

14,37,38

14,37,38

3

3

WRRI1B Perform Stock Control Procedures1. Receive and

process incoming goods

1.1 Cleanliness and orderliness in receiving bay maintained according to store policy.

1.2 Goods unpacked using correct techniques and equipment in line with store policy.

1.3 Packing materials removed and disposed of promptly according to store policy.

1.4 Incoming stock accurately checked and validated against purchase orders and delivery documentation according to store policy.

1.5 Items received inspected for damage, quality, use-by dates, breakage or discrepancies and recorded according to store policy.

1.6 Stock levels accurately recorded on store stock systems, according to store policy.

1.7 Secure storage of goods arranged according to store policy and legislative requirements.

1.8 Stock dispatched to appropriate area/department.

1.9 Stock price and code labels applied when required according to store policy.

29

29

29

29,31,33

29

29,31,33

32,77

29

29

5

5

5

5

5

5

5

5

5

2. Rotate stock 2.1 Stock rotation procedures for merchandise and wrapping and packing materials carried out routinely and accurately according to store policy.

2.2 Excess stock placed in storage or disposed of in accordance with store policy and legislative requirements.

2.3 Safe lifting and carrying techniques maintained in line with store occupational health and safety policy and legislative requirements.

29,31

29,33

1,2

5

5

5

3. Participate in stocktake

3.1 Stocktaking and cyclical counts assisted with, according to store policy/procedures.

3.2 Stock records documentation completed according to store stock control system.

3.3 Discrepancies in stock recorded and reported to relevant personnel.

3.4 Electronic recording equipment operated and maintained according to manufacturer's specifications.

31

29,30,31,33

31,32

29,31,33

5

5

5

5

4. Reorder stock 4.1 Minimum stock levels identified according to store policy.

4.2 Stock requisition forms or electronic orders completed accurately.

4.3 Undelivered stock orders identified on stock system and followed up without undue delay.

33

33

33

5

5

5

5. Dispatch goods 5.1 Goods to be returned to supplier identified and labelled with date, supplier and reason for return or referred to management if required.

5.2 Credit request documentation completed according to store procedure.

5.3 Goods stored securely while awaiting dispatch.

5.4 Delivery documentation completed according to store procedures.

30

30

29

29

5

5

5

5












5.5 Special delivery instructions noted.

5.6 Items packed safely and securely to avoid damage in transit.

29

29,77

5

5

WRRI5A Maintain and Order Stock1. Monitor receipt

and dispatch of goods

1.1 Responsibility for receipt and dispatch of goods delegated to appropriate staff.

1.2 Store procedures implemented in regard to receipt, dispatch and secure storage of goods.

1.3 Staff functions observed to ensure store procedures are followed and documentation is completed correctly.

1.4 Store procedures implemented to ensure goods inspected for quantity and quality on receipt.

1.5 Variations to quantity and quality of delivered goods acted upon according to store policy.

1.6 Safe handling and storage of goods supervised in line with store policy.

29

29,30,31,32,33,77

29

29,30

29,30

1,2,29

5

5

5

5

5

5

2. Maintain stock records

2.1 Stock levels monitored and maintained at required levels.

2.2 Stock reorder cycles maintained, monitored and adjusted as required.

2.3 Team members informed of their individual responsibilities in regard to recording of stock.

2.4 Stock storage and movement records maintained in line with store policy.

2.5 Stock discrepancies recorded and procedures followed according to store policy.

2.6 Stock performance monitored and fast/slow selling items identified and reported according to store policy.

29,31,33

29,30,31

29,30,31

30,31

29,30,31,33

29,32

5

5

5

5

5

5

3. Coordinate stocktake/cyclical count

3.1 Policies and procedures in regard to stocktaking and cyclical counts interpreted and explained to team members.

3.2 Staff rostered according to allocated budget and time constraints.

3.3 Stocktaking tasks allocated to individual team members.

3.4 Team members provided with clear directions for the performance of each task.

3.5 Team members allocated to ensure effective use of staff resources to complete task.

3.6 Accurate reports on stocktake data, including discrepancies produced for management.

31

31

31

31

31

31

4. Identify stock losses

4.1 Losses accurately identified, recorded and assessed against potential loss forecast on a regular basis.

4.2 Avoidable losses identified and reasons established.

4.3 Possible solutions recommended and implemented.

31,32

31,32

31,32

5. Process order 5.1 Orders for stock processed/raised as requested according to store policies and procedures.

5.2 Ordering and recording system accurately maintained.

5.3 Availability of sample range ensured according to buying plan.

5.4 Pricing materials ordered as required.

29,33

29,33

29,33

39

5

5















5.5 Negotiated purchase and supply agreements recorded accurately and filed for retrieval. 33 5

6. Follow up order 6.1 Delivery process monitored to meet agreed deadlines.

6.2 Routine supply problems handled or referred to management as required by store policy.

6.3 Continuous liaison with buyers, store/departments, warehouse and suppliers to ensure continuity of supply.

6.4 Stock distributed according to store/department allocation.

29,33

29,31,33

30,33

29

5

5

5

5

WRRLP3B Maintain store safety1. Inform team

members1.1 Store policies and procedures in regard to occupational health and safety and emergency procedures clearly and accurately

explained to team members.

1.2 Team members given access to store policy.

1.3 Relevant provisions of occupational health and safety legislation and codes clearly and accurately explained to team members.

1.4 Information on identified hazards and risk control procedures regularly provided and clearly and accurately explained to team members.

34

36

35,36

36

4

4

4

4

2. Involve team members

2.1 Provide opportunities and processes for team members to consult and contribute on occupational health and safety issues according to store policy.

2.2 Issues raised are resolved promptly or referred to relevant personnel according to store policy.

2.3 Outcomes of issues raised on occupational health and safety matters promptly conveyed to team members.

35,36

36

36

3. Monitor and maintain a safe working environment

3.1 Store policies and procedures implemented with regard to identification, prevention and reporting of potential hazards.

3.2 Prompt action taken to deal with hazardous events according to store policies.

3.3 Unsafe or hazardous events investigated to identify cause and inadequacies in risk control measures or resource allocation for risk control measures identified and reported to relevant personnel.

3.4 Control measures to prevent re-occurrence and minimise risks of unsafe and hazardous events implemented and monitored according to store policy and the hierarchy of control.

3.5 Hazardous goods handled and stored in accordance with store policy and occupational health and safety regulations.

3.6 Equipment maintained in accordance with store policy and occupational health and safety regulations.

3.7 Team performance monitored to ensure use of safe manual handling techniques.

35,36

34

34

34

1,2,3

1,35

35

1,35

4

4

4

4

4

4

4

4. Implement emergency procedures

3.1 Store emergency policies and procedures implemented promptly in the event of an emergency 34 4















5. Identify need for occupational health and safety training

5.1 Occupational health and safety training needs identified accurately, specifying gaps between occupational health and safety competencies required and those held by team members.

5.2 Training organised/arranged according to store policy.

35,36

35,36

4

4

6. Maintain occupational health and safety records

1.1 Occupational health and safety records and legal requirements for the maintenance of records for occupational injury and disease completed accurately and legibly, according to store policy.

1.2 Information from records used to identify hazards and monitor risk control procedures according to store policy.

35

35

4

4

WRRM1B Merchandise Products1. Place and

arrange merchandise

1.1 Merchandise unpacked in accordance with store procedures.

1.2 Merchandise placed on floor, fixtures and shelves in determined locations.

1.3 Merchandise displayed to achieve a balanced fully stocked appearance and promote sales.

1.4 Damaged, soiled or out of date stock identified and corrective action taken as required according to store procedure.

1.5 Stock range placed to conform with fixtures, ticketing, prices or bar codes.

1.6 Stock rotated according to stock requirements and store procedure.

1.7 Stock presentation conforms to special handling techniques and other safety requirements.

39

39

39

39

39

39

39

2. Prepare display labels/tickets

2.1 Labels/tickets for window, wall or floor displays prepared according to store policy.

2.2 Tickets prepared using electronic equipment or neatly by hand according to store procedures.

2.3 Soiled, damaged, illegible or incorrect labels/tickets identified and corrective action taken.

2.4 Electronic ticketing equipment used and maintained according to design specifications.

2.5 Ticketing equipment maintained and stored in a secure location

39

39

39

39

39

3. Place, arrange and display price tickets and labels

3.1 Tickets/labels are visible and correctly placed on merchandise.

3.2 Labels/tickets replaced according to store policy.

3.3 Correct pricing and information maintained on merchandise according to store procedures, industry codes of practice and legislative requirements.

39

39

39

4. Maintain displays 4.1 Special promotion areas reset and dismantled.

4.2 Supervisor assisted in selection of merchandise for display.

4.3 Merchandise arranged/faced up as directed and/or according to layout specifications and load bearing capacity of fixtures.

4.4 Unsuitable or out of date displays identified, reset and/or removed as directed.

4.5 Optimum stock levels identified and stock replenished according to store policy.

40

40

40

40

40



















4.6 Display areas maintained in a clean and tidy manner.

4.7 Excess packaging removed from display areas.

40

40

5. Protect merchandise

5.1 Correct handling, storage and display techniques identified and used according to stock characteristics and legislative requirements.

41

WRRS3B Coordinate Sales Performance1. Implement sales

policies and procedures

1.1 Store policies and procedures and relevant legislation in regard to selling implemented and monitored.

1.2 Store policies and procedures implemented and monitored in regard to sales transactions.

1.3 Team monitored to ensure information is entered into point of sale equipment accurately.

1.4 Team monitored to ensure goods are moved through point of sale area efficiently and safely.

1.5 Team monitored to ensure that products and services are matched to customer needs.

56

56

56,57

56,57

56,57

3

3

3

3

3

2. Monitor achievement of sales targets

2.1 Individual and department sales targets monitored and recorded according to store policy.

2.2 Store sales results monitored and recorded in line with sales targets and according to store policy.

2.3 Feedback provided to management and staff on sales performance in relation to sales targets and planning.

57,58

57,58

57,58

3

3

3

WRRM3B Coordinate Merchandise Presentation1. Coordinate

merchandise presentation and display

1.1 Items to be advertised/promoted, identified according to store merchandising policy.

1.2 Promotions or special events planned, coordinated and evaluated as directed by management.

1.3 Construction and maintenance of displays planned and supervised in order to achieve balance and visual impact.

1.4 Staff informed of store display standards/ requirements.

1.5 Staff informed of occurrence and timing of promotions and special events.

1.6 Product/service display information accurately depicts product/service being promoted.

1.7 Displays are completed according to required time schedule, with minimum disruption to customer service and traffic flow.

1.8 Displays constructed and maintained in a safe, secure manner.

1.9 Replenishment of merchandise and rotation of stock on store displays regularly monitored and action taken as required.

1.10 Staff informed of appropriate timing for dismantling and disposal of displays.

1.11 Merchandise presentation evaluated against sales turnover and store presentation standards.

1.12 Management provided with feedback in regard to improvement of store marketing and promotional activities.

51

51,52

51

51,52

51,52

51,52

51,52

51,52

51,52

52

51,52

51

2. Implement merchandise

2.1 Store policies and procedures implemented in regard to pricing/ticketing. 51

















pricing 2.2 Current prices for products and services identified and amended according to store policy.

2.3 Team members informed of both price changes and current pricing policies

51,52

51,52

WRRCA1B Operate Retail Equipment1. Maintain retail

equipment1.1 Purpose of equipment used in store/department identified accurately.

1.2 Equipment operated according to design specifications.

1.3 Equipment faults identified and reported to appropriate personnel.

1.4 Maintenance program for retail equipment identified and applied according to store policy.

68

68

68

68,69

3

3

3

3

2. Apply keyboard skills

2.1 Keyboard operated using typing techniques within designated speed and accuracy requirements.

2.2 Information entered and edited accurately.

68

68

3

3

3. Operate data entry equipment

3.1 Data entered using relevant equipment according to store policy and procedures.

3.2 Price marking equipment operated according to manufacturer's instructions and store policy.

3.3 Data entered accurately and within designated time limits.

68

68

68

3

3

3

WRRCA5B Operate Retail Information Technology Systems1. Use store

information technology system

1.1 Knowledge of store information technology system accurately demonstrated and conveyed to other staff members as required.

1.2 Hardware accurately identified and operated according to manufacturer's instructions and store procedures.

1.3 Software accurately identified and used according to manufacturer's instructions and store procedures.

1.4 Application and uses of software available, accurately identified and used according to store procedures.

1.5 Data transmitted according to Electronic Data Interchange procedures as required.

1.6 Keyboard skills used accurately to enter information as required by store policies.

1.7 Back up procedures regularly performed according to store procedures.

53,54

53,54

53,54

53,54

53,54

53,54

53,54

3

3

3

3

3

3

3

2. Edit/update information

2.1 Information to be edited/updated correctly identified according to store procedures.

2.2 Information on system accurately edited/updated according to store procedures.

2.3 Price changes accurately identified and entered into store system as required.

2.4 Matching of shelf data price and computer records ensured.

53,54

53,54

53,54

53,54

3

3

3

3

3. Solve problems 3.1 Equipment/hardware/software faults identified and rectified where possible or expert assistance sought without delay.

3.2 Maintenance program for hardware and software systems monitored and implemented according to manufacturer's specifications

55 3


















and store procedures.

3.3 Routine problems handled using appropriate problem solving techniques and referred to appropriate personnel as required.

3.4 Problems arising at point of sale evaluated and resolved according to store procedures.

3.5 Assistance positively and actively provided to staff as problems arise.

55

55

55

55

3

3

3

3

BSBSLS302A Identify Sales Prospects1. Employ

prospecting methods

1.1 A range of prospecting methods are identified

1.2 Both primary and secondary prospecting methods are examined

1.3 The strengths and limitations of prospecting methods are considered and evaluated

1.4 Prospecting methods selected match the market toward which the product is targeted

1.5 Present, previous and new clients are targeted through chosen prospecting methods

59

59

59

59

59

2. Qualify prospects 2.1 Criteria for qualifying leads are researched and established

2.2 Criteria established include buyer accessibility, buyer motives, and product affordability, purchase authority, legal compliance and return for the seller

2.3 The established criteria represent a standard against which the buying potential of individuals and groups is gauged

60

60

60

3. Manage prospect information

3.1 A system to record prospect information is developed

3.2 The system for recording prospect information is implemented

3.3 The system for recording prospect information is monitored for effectiveness

3.4 The system for recording prospect information is evaluated

3.5 The system for recording prospect information is refined based on evaluation

61

61

61

61

61






