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Elements and Performance Criteria

1. Prepare for financial transactions
2. Float, goods and services are prepared in accordance with workplace policies and procedures
3. Point of sale is established to meet workplace requirements and standards
4. Promote products and services
5. Strategies to promote products and services are developed in accordance with workplace policies and procedures
6. Strategies to promote products and services are implemented in accordance with workplace procedures
7. Sell products or services
8. Product knowledge is applied when answering customer inquiries
9. Sales transactions are conducted in a courteous manner to the customer’s satisfaction
10. Price is correctly calculated and charged, and correct change and receipt are issued
11. Process refunds
12. Claim for refund is substantiated in accordance with company procedures
13. Refund claim application processes are completed to ensure transaction details are recorded
14. Refunds are correctly calculated and issued in a courteous manner
15. Reconcile financial transactions
16. Value of money and vouchers issued and refunded are calculated to enable reconciliation against total sales to validate cash on hand
17. Money, goods, service entitlements and reconciliation documents are secured in accordance with workplace requirements

Range Statement

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

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

adapting to differences in equipment in accordance with standard operating procedures applying relevant legislation and workplace procedures carrying out required research activities when selling products and services carrying out financial transactions in accordance with workplace procedures communicating and negotiating effectively with others when selling products and services completing relevant documentation and data entry transactions creating promotional layouts marketing and promoting products and services modifying activities depending on operational contingencies and environments monitoring and prioritising work activities in terms of planned schedule reading, interpreting and following instructions, procedures and product information relevant to selling products and services selecting and using relevant office and communications equipment and materials when selling products and services working collaboratively with others when selling products and services working systematically with required attention to detail.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

advertising policies applicable insurance and public liability Australian and international transport industry guidelines communication and negotiation requirements when selling products and services documentation and record requirements equipment and materials used when selling products and services, and procedures and precautions that should be followed in their use problems that may occur when selling products and services and appropriate action that can be taken to resolve these problems relevant consumer laws and trade practice requirements relevant regulations and codes of practice transport system fare structure and schedules workplace procedures and policies for selling products and services workplace products and services.

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