Required skills

communication skills to

advise customers of complementary products or services in line with their identified needs

interact in an ethical manner with customers from diverse social economic and cultural backgrounds

use listening and questioning skills to determine and clarify verbal and nonverbal customer cues

decisionmaking and problemsolving skills to offer solutions to customer objections regarding swimming pool and spa products and services

literacy skills to read and interpret product information and enterprise policies and procedures

numeracy skills to handle payments for swimming pool and spa products and services

research skills to identify and locate information on swimming pool and spa products and services

technology skills to use pointofsale equipment

timemanagement skills to

provide quality customer service

sell swimming pool and spa products and services to multiple customers

Required knowledge

Australian Competition and Consumer Commission product safety guidelines

commonwealth state or territory and local government legislation and regulations impacting on the sale of swimming pool and spa products and services related to

consumer protection

dangerous goods

environment protection

health

work health and safety

waste disposal

customer service principles

customer types and behaviours including

customer behaviour and cues

customer buying motives

demographics lifestyle and income

individual and cultural differences

types of customer needs

environmental

functional

psychological

enterprise policies and procedures in regard to

allocated duties and responsibilities

returns

selling products and services

enterprise swimming pool and spa product and service range

components spare parts and consumable items for swimming pool and spa systems

circulation and filtration

cleaning and vacuuming

dosing

heating

lighting

spa equipment

swimming pool and spa accessories

swimming pool and spa maintenance service and repair

swimming pool and spa toys

swimming pool or spa chemicals

technical advice on swimming pools or spas

water testing service

water testing kits

methods of payment

operation and maintenance of pointofsale systems

calculator

EFTPOScredit card machine

cash register

scanner

selling techniques

swimming pool and spa chemical safety

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

This unit of competency could be assessed by demonstration of selling swimming pool and spa products and services by applying knowledge of swimming pool and spa products and services and selling skills

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

A person should demonstrate the ability to

apply swimming pool and spa product and service knowledge and use appropriate sales approach to sell the benefits of products and services overcome objections and close sales

use questioning listening and observation skills to determine customer requirements

apply enterprise policies and procedures in regard to selling products and services

maximise sales opportunities according to enterprise policies and procedures

apply industry codes of practice relevant legislation and statutory requirements in regard to selling swimming pool and spa products and services

evaluate personal sales performance to maximise future sales

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an offsite context and is to comply with relevant regulatory and Australian standards requirements

Resource implications for assessment include

relevant codes standards and government regulations

a technical reference library with current publications on

swimming pool and spa products and services

customer service principles

selling techniques

Method of assessment

Assessment methods must

satisfy the endorsed Assessment Guidelines of the CPP Property Services Training Package

satisfy the endorsed Assessment Guidelines of the CPP07 Property Services Training Package

include direct observation of tasks in real or simulated work conditions with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments

This unit could be assessed on its own or in combination with other units relevant to the job function

Guidance information for assessment

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

Assessment processes and techniques should as far as is practical take into account the language literacy and numeracy capacity of the candidate in relation to the competency being assessed

Swimming pool and spa products and services may include:

Product and service knowledge may include:

availability

Relevant sources of information may include:

Sales transactions may be completed:

Use and safety requirements may include:

disposal

Customer questions may include:

Solutions may include problem-solving techniques, such as:

Payments may include: