NZQA Expiring unit standard
11999 version 6
Page 1 of 3
Title
Demonstrate product knowledge in a specified department in a retail
or distribution environment
Level
4
Credits
4
Purpose
People credited with this unit standard are able to demonstrate
product knowledge of specified products, and provide
information to customers on products in a specified
department, in a retail or distribution environment.
Classification
Retail, Distribution, and Sales > Retail and Distribution Core
Skills
Available grade
Achieved
Entry information
Recommended skills
and knowledge
Unit 19583, Demonstrate knowledge of products in a retail or
distribution environment.
Explanatory notes
1
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.
Features refer to characteristics of the goods or services, and may include but are
not limited to – country of origin, material, brand, manufacturer, price, style, colour,
size, service components, costs, location, timeframes, contingency measures.
Benefits refer to the value the customer places on features of goods and/or services
regardless of the price. Benefits can be anything the customer defines as of value
and may or may not be features of the particular goods and/or services.
Specified department may include but is not limited to a particular section of a store
for example, stationary, audio, technology, books, furniture, homeware, produce,
bakery, delicatessen.
This unit standard is
expiring
2
Legislation relevant to this unit standard includes - Privacy Act 1993, Fair Trading Act
1986, Consumer Guarantees Act 1993, Sale of Goods Act 1908, Layby Sales Act
1971, and the Credit Contracts and Consumer Finance Act 2003.
3
Evidence is required for two different products within the specified department.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
11999 version 6
Page 2 of 3
Outcomes and evidence requirements
Outcome 1
Demonstrate product knowledge of specified products in a retail or distribution
environment.
Evidence requirements
1.1
Sources of information on products are identified and are evaluated for validity
and reliability.
Range
1.2
Product knowledge is updated and maintained in accordance with
organisational procedures.
Range
1.3
may include but is not limited to – leaflets, catalogues, websites,
product packaging, magazines, specified persons, manufacturer,
competitors.
may include but is not limited to – reading, information search,
seminar, training.
Qualities of products are described in terms of the available range, features and
benefits.
Range
may include but is not limited to – origin, quality, manufacturing
processes, composition, use, brands, price, reliability,
performance, care, storage, special precautions, maintenance,
warranties, potential add-ons, upselling.
Outcome 2
This unit standard is
Evidence requirements
expiring
Provide information to customers on products in a specified department in a retail or
distribution environment.
2.1
Information on product features is converted to benefits to meet customer
needs in accordance with organisational procedures.
2.2
Information is communicated in a way that meets customer needs in
accordance with organisational procedures.
Range
2.3
may include but is not limited to – clear, accurate, current,
matching customer’s enquiry, level of interest and technical
knowledge.
Options are recommended to meet customer needs in accordance with
organisational procedures.
Range
ServiceIQ
SSB Code 9068
may include but is not limited to – products, ranges, sources.
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
2.4
11999 version 6
Page 3 of 3
Product information is provided in accordance with organisational procedures
and legislative requirements.
may include but is not limited to – statements made, questions
asked, process followed.
Range
Replacement information
This unit standard has been replaced by unit standard
28303.
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
Review
3
20 November 2006
31 December 2013
Revision
4
19 June 2009
31 December 2013
Review
5
15 April 2011
31 December 2016
Review
6
21 May 2015
31 December 2016
Consent and Moderation Requirements (CMR) reference
0225
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
This unit standard is
expiring
Industry Training Organisations must be granted consent to assess against standards by
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.
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
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.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016