NZQA Expiring unit standard
11991 version 5
Page 1 of 3
Title
Demonstrate knowledge of sales policies and procedures in a retail
or distribution environment
Level
2
Credits
2
Purpose
People credited with this unit standard are able to demonstrate
knowledge of organisational sales policies and procedures, in a
retail or distribution environment.
Classification
Retail, Distribution, and Sales > Retail and Distribution Core
Skills
Available grade
Achieved
Explanatory notes
Definitions
Retail or distribution environment refers to workplaces where the primary focus is on
customers purchasing goods and/or services.
Organisational procedures refer to instructions to staff on policy and procedures which are
formally documented, or generally accepted within the workplace.
Interaction is the activity of being with and talking to other people and the way they react to
each other.
Outcomes and evidence requirements
This unit standard is
Demonstrate knowledge of organisational sales policies and procedures in a retail or
distribution environment.
expiring
Outcome 1
Evidence requirements
1.1
Organisational procedures for acknowledgement of customers are described.
Range
1.2
acknowledgement of customers includes – approach after
specified time, or distance into store; standard greeting; manner;
attitude, physical proximity (space).
Organisational procedures for dress code and personal presentation are
described.
Range
ServiceIQ
SSB Code 9068
dress code includes one or more of – uniform, special clothing for
safety or hygiene reasons, casual, formal;
personal presentation – personal hygiene, hairstyle, makeup,
jewellery.
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
1.3
Organisational procedures relating to verbal interactions with customer are
described for specific situations.
situations include but are not limited to – approach to customer,
identification of customer needs, describing product or service
features, highlighting benefits, referrals for further information,
responding to objections, responding to complaints, add-on sales,
closing sales;
evidence is required for two situations.
Range
1.4
11991 version 5
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Organisational procedures relating to completing sales transaction are
described in terms of process and timing.
process and timing may include but are not limited to – entering
sale, processing payments, giving change, removing security tags,
packaging item, giving item and sales receipt to customer.
Range
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
31 October 1997
31 December 2013
Review
2
29 July 2002
31 December 2013
Rollover and
Revision
3
17 October 2008
31 December 2013
Review
4
15 April 2011
31 December 2016
5
21 May 2015
31 December 2016
This
unit standard
is
Consent and Moderation Requirements (CMR) reference
0225
expiring
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Review
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
11991 version 5
Page 3 of 3
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
This unit standard is
expiring
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016