This section describes the skills and knowledge and their level required for this unit

Required skills

basic information technology including use of spreadsheets to calculate information

basic research

complete basic workplace documentation

literacy skills to understand and communicate security information reading writing speaking numeracy and listening

match sales approaches to client behaviour

numeracy skills to estimate service timeframes costs and resource requirements

personal skills to relate to people from a range of social cultural and ethnic backgrounds and varying physical and mental abilities

present a professional image

questioning to check understanding

recognise opportunities for additional sales to same client

solve routine problems and handle client complaints

summarise information received

work effectively on an individual basis and as part of a team

Required knowledge

common factors influencing client decisions

difference between negative and positive language

differences between written and spoken English

how to read and use body language to gain confidence of clients

how to safeguard confidential information

how to use business equipment to present information

legislation and regulations applicable to providing security services

organisational standards and procedures for client service

organisational standards for the presentation and maintenance of written information

procedures and channels for reporting information

range of available security products and services and special features eg warranties after sales support

rights and responsibilities of clients

typical buy signals and strategies for closing sales

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

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

A person who demonstrates competency in this unit must be able to provide evidence of

applying product knowledge and an appropriate sales approach to sell the benefits of products overcome problems and close sales

using communication skills to accurately identify and meet client requirements and resolve and report complaints

complying with organisational and legislative requirements for the sale of security products and services

using client feedback to identify and action improvements to sales and opportunities for repeat business

Context of and specific resources for assessment

Context of assessment includes

a setting in the workplace or environment that simulates the conditions of performance described in the elements performance criteria and range statement

Resource implications for assessment include

access to a registered provider of assessment services

access to a suitable venue and equipment

access to plain English version of relevant statutes and procedures

assessment instruments including personal planner and assessment record book

work schedules organisational policies and duty statements

Reasonable adjustments must be made to assessment processes where required for people with disabilities This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Method of assessment

This unit of competency should be assessed using questioning of underpinning knowledge and skills

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and suitable to the language literacy and numeracy capacity of the candidate and the competency being assessed In all cases where practical assessment is used it should be combined with targeted questioning to assess the underpinning knowledge

Oral questioning or written assessment may be used to assess underpinning knowledge In assessment situations where the candidate is offered a choice between oral questioning and written assessment questions are to be identical

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors team leaders or specialist training staff

Interpersonal techniquesmay include:

Legislative requirementsmay relate to:

Organisational requirementsmay relate to:

Products and servicesmay include:

Communication skillsmay include:

Personal limitationsmay relate to:

Relevant personsmay include:

Routine client questionsmay relate to:

Sales techniquesmay include:

Manufacturer's specificationsmay be found in:

Sale closing methodsmay include:

Feedbackmay be obtained from the following sources: