This unit applies to rural products merchandisers whose job role includes providing advice on livestock industry equipment, animal handling systems and stockfeeds.

ELEMENT

PERFORMANCE CRITERIA

1. Identify customer needs

1.1. Appropriate interpersonal skills are used to accurately identify customer needs.

1.2. Customer enquiries are handled courteously and promptly in accordance with enterprise procedures and industry requirements.

1.3. Available products are matched to customer needs.

1.4. Knowledge and understanding of livestock products is actively and regularly researched and updated from authoritative sources.

2. Provide product advice

2.1. Advice that addresses customer needs is provided to customers in a timely and professional manner.

2.2. Products that may meet customer needs are appropriately exhibited to customer.

2.3. Alternative and additional products and services are suggested as necessary.

2.4. Customers concerns and questions are addressed sensitively in line with enterprise requirements.

2.5. Relevant safety information is provided to the customer for recommended products.

Required skills

assess and demonstrate cost benefits

research supplier information

safely lift, carry and handle products

provide Material Safety Data Sheets (MSDSs) or other safety information for recommended products

use literacy skills to read, interpret and follow organisational policies and procedures, develop sequenced written instructions, record accurately and legibly information collected and select and apply procedures to a range of tasks

use oral communication skills/language competence to fulfil the job role as specified by the organisation including questioning, active listening, asking for clarification, negotiating solutions and responding to a range of views

use numeracy skills to estimate, calculate and record routine and more complex workplace measures and data

use interpersonal skills to work with others and relate to people from a range of cultural, social and religious backgrounds and with a range of physical and mental abilities.

Required knowledge

customer service and selling techniques

systems and procedures for the safe handling of products

enterprises business values, structure, products and services

industry terminology for products

requirements of local or specific customers

relevant Occupational Health and Safety (OHS), industry (e.g. racing/harness racing), fair trading, trade practices, and sales of goods legislation

relevant components of State/Territory Acts relating to fertilisers and certified seeds.

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

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:

advise customers as to the range of products available for their specific application/environment

engage with and give advice to customers

ensure that the advice, product type, application and suitability are understood by the customer

advise customers on risks to worker safety or animal welfare from use of the product

encourage add on sales

represent the enterprise in a professional manner when dealing with customers.

Context of and specific resources for assessment

Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.

The range statement relates to the unit of competency as a whole.

The range of products may include:

animal restraint systems

dairy industry products

horse industry products

stockfeed requirements.

Unit sector

Merchandising and sales

This unit contains employability skills.