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. |
Methods used to analyse customer needs may be: | qualitativequantitative. |
Customer may include: | customers with routine or special requestsinternal and external contactsnew or repeat contactspeople from a range of social, cultural and ethnic backgroundspeople with varying physical and mental abilities. |
Staff may include: | fulltime, parttime, casual or contract staffpeople from a range of social, cultural and ethnic backgroundspeople with varying degrees of language and literacy levels. |
Policies and procedures for sales and service deliverymay involve: | customer complaintscustomer service and sales trainingservice standardsstaff inductionstaff presentation. |
Resource may include: | equipment and technologyfinancesmaterialspeopletime. |
Store policy and procedures in regard to: | interaction with customersinteraction with other team membersWHSquality assurance and controlacquisition and sale of products and services. |
Specifications may include: | customer agreementsoperational means for meeting agreementsspecific functional duties within the organisation. |
Relevant personnel may include: | managersmembers of own or other work teamssupervisors. |
Feedback may be sought and given: | in groupsin writingindividuallyverbally. |
Factors that may cause disruption to operations may include: | operational resourcesquality of materialssupply. |
Recordsmay be: | electronichard copy. |
Techniques used to negotiatewith suppliers may include: | correspondenceemailface-to-face contactmeetingstelephone. |
Arrangements with suppliers may relate to: | credit levelsdeliverypartnerships and exclusivitypricing. |
Sources of supply may include: | external organisationsinternal departments and teamsinternal and external personnel. |
Problems with supply may involve: | costcoverage or contentqualityquantitytime schedules or scales. |
Relevant legislation may include: | equal employment opportunity and antidiscrimination lawsfederal, state and local legislationWHS. |
Recommendations may be communicated to: | colleagues, specialists, staff from other departmentsexternal organisations with a health, safety or environmental responsibilitygovernment bodieshigherlevel managerssubordinates. |