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Elements and Performance Criteria

Required Skills

Required skills

information management skills to summarise information verbally and in writing

literacy and numeracy skills to

interpret product and service features and sales data

summarise information obtained from a variety of sources including verbal written and visual

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

work in a team environment

Required knowledge

features benefits strengths and weaknesses of the range of products and services available within a designated business

industry alternatives trends and developments as they apply to products and services

organisational structure roles and responsibilities policies procedures product labelling and descriptions

potential user or buyer markets

processes used when describing products and services

key provisions of relevant legislation that affect business operations such as

antidiscrimination

antidiscrimination

consumer protection

contract law legislation

ethical principles relating to

Trade Practices ActCompetition and Consumer Act

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

identify key features and benefits of products and services within area of business

demonstrate knowledge of organisational products and services

Context of and specific resources for assessment

Assessment must ensure access to

workplace information and data

information sources about an organisations products services or ideas

office equipment and resources

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

direct questioning combined with portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

observation of presentation of key features and benefits to customers in a real or simulated context

oral or written questioning to assess knowledge of features benefits strengths and weaknesses of organisations and alternative products andor services

review of evaluation of information sources about products in a specified area

evaluation of strengths and weaknesses established for competitors products

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information sourcesmay include:	associations catalogues claims of competitive sales people competitor websites competitor sales literature external sales data sources, such as warehouse withdrawals internal sales data records other company personnel sales conventions team members trade association magazines trade shows.
Products and servicesmay include:	goods ideas infrastructure private and public sets of benefits.
Featuresmay include:	brand colour country of origin covenant manufacturer product care details safety aspects shelf life size style warnings.
Organisational requirements may include:	level of client service required policies and procedures, which are formally documented and available for reference in the workplace.