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Elements and Performance Criteria

1. Assess customer needs
   • Appropriate questioning techniques are used to determine customer needs and product preferences in accordance with workplace procedures
   • Individual needs of customers are accurately assessed and suitable products identified
   • Advice is courteously provided to customers about products available for sale in accordance with workplace procedures and trade practices regulations
2. Handle payments
   • Customers are courteously advised of amount due in accordance with workplace procedures
   • Payments for products are processed in accordance with workplace procedures, including credit card transactions
   • Currency conversion rates are correctly applied during transactions
   • Correct change is returned to customer
   • Appropriate precautions are taken to minimise/identify incidences of credit card fraud in accordance with workplace procedures
3. Handle complaints
   • Complaints are promptly and sensitively identified and received in accordance with workplace procedures
   • Complaints are handled and/or reported to senior personnel in accordance with workplace procedures
   • Appropriate follow-up action is taken to ensure a positive outcome in accordance with workplace procedures
4. Order and store stock
   • Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements
   • Uplifted stock is received and checked for quality and quantity
   • Faulty or incorrect goods delivered are promptly identified and appropriate action taken in accordance with workplace procedures
   • Uplifted stock is correctly stored in accordance with workplace procedures
   • Stock is handled and stored using safe manual handling methods in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations
5. Maintain security
   • Compliance is maintained with security procedures to protect saleable amenities and revenue at all times in accordance with workplace procedures
   • Breaches in security are promptly identified and reported, and appropriate action is taken in accordance with workplace procedures
   • Appropriate questioning techniques are used to determine customer needs and product preferences in accordance with workplace procedures
6. Individual needs of customers are accurately assessed and suitable products identified
7. Advice is courteously provided to customers about products available for sale in accordance with workplace procedures and trade practices regulations
8. Promote products and customer services
   • Products and services available to customers are effectively promoted in accordance with workplace procedures
9. Selling techniques appropriate to the product and customer are employed in order to make sale in accordance with workplace procedures
   • Customers are courteously advised of amount due in accordance with workplace procedures
10. Payments for products are processed in accordance with workplace procedures, including credit card transactions
11. Currency conversion rates are correctly applied during transactions
12. Correct change is returned to customer
13. Appropriate precautions are taken to minimise/identify incidences of credit card fraud in accordance with workplace procedures
    • Complaints are promptly and sensitively identified and received in accordance with workplace procedures
14. Complaints are handled and/or reported to senior personnel in accordance with workplace procedures
15. Appropriate follow-up action is taken to ensure a positive outcome in accordance with workplace procedures
16. Complete administrative requirements
    • Reconciliation of money and stock is completed in accordance with workplace procedures
17. Appropriate documentation of financial transactions and reconciliations is completed in accordance with workplace procedures and customs requirements
18. Pay-in procedures are accurately performed in accordance with workplace operational and security procedures
19. Carry out stocktaking procedures
    • Stocktaking procedures are carried out accurately in a timely manner and in accordance with workplace procedures and regulatory requirements
20. Shortfalls are checked and reported as required
21. Required stocktaking documentation is completed in accordance with workplace procedures and customs requirements
    • Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements
22. Uplifted stock is received and checked for quality and quantity
23. Faulty or incorrect goods delivered are promptly identified and appropriate action taken in accordance with workplace procedures
24. Uplifted stock is correctly stored in accordance with workplace procedures
25. Stock is handled and stored using safe manual handling methods in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations
    • Compliance is maintained with security procedures to protect saleable amenities and revenue at all times in accordance with workplace procedures
26. Breaches in security are promptly identified and reported, and appropriate action is taken in accordance with workplace procedures

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

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