NZQA Expiring unit standard
11987 version 4
Page 1 of 3
Title
Assist customers to select fitted goods
Level
2
Credits
5
Purpose
People credited with this unit standard are able to assist
customers to select fitted goods.
Classification
Retail, Distribution, and Sales > Sales Transactions
Available grade
Achieved
Entry information
Recommended skills
and knowledge
Unit 11941, Establish and maintain customer service
interactions; Unit 11968, Maintain and integrate knowledge of
legislation applicable to sale of goods and services; Unit
11938, Assist customers to select goods and/or services face
to face.
Explanatory notes
1
Definitions
Fitted goods refers to any goods that need trying for size and may include but are not
limited to apparel, footwear, jewellery, eyewear.
Organisational procedures refer to instructions to staff on policy and procedures
which are formally documented, or generally accepted within the workplace.
Features refers 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 value and
may or may not be features of the particular goods and/or services.
This unit standard is
expiring
2
Performance of the outcomes of this unit standard must comply with the
requirements of the following - Sale of Goods Act 1908, Fair Trading Act 1986,
Consumer Guarantees Act 1993, Privacy Act 1993.
3
Evidence is required for two situations where customers are assisted to select fitted
goods.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
11987 version 4
Page 2 of 3
Outcomes and evidence requirements
Outcome 1
Assist customers to select fitted goods.
Evidence requirements
1.1
Customer requirements for fitted goods are established and confirmed with
customer.
Range
1.2
Preferred style of fitted goods is identified and confirmed with customer.
Range
1.3
may include but is not limited to – expectation, purpose, history,
recipient, problems, price, special requirements.
style may include but is not limited to – formal, informal, traditional,
high fashion, innovative, where goods will be worn.
Process to establish customer size uses minimum physical contact consistent
with required level of accuracy.
Range
process may include but is not limited to – ask customer, check
labelling of current item, use of measuring equipment.
1.4
Options offered to customer from stock available in-store match customer
requirements, preferences and size.
1.5
Features and benefits of options are explained to customers and matched to
their needs.
1.6
Candidate ensures customer has time and space to try options for best fit.
1.7
Suggestions to improve fit are positive, realistic, and relevant for customer.
1.8
This unit standard is
Information on fitted goods
not available in-store but available from other
expiring
organisation sources is provided in accordance with organisational procedures.
Range
information – location, delivery timeframe, options for colour, style;
sources – branch, supplier.
1.9
Customer agreement is obtained that options provided meet their needs.
1.10
Respect for customer is maintained throughout the interaction in accordance
with organisational procedures.
Range
1.11
may include but is not limited to – customer choice, privacy,
attitude.
Monitoring of customer's selection of fitted goods minimises theft and damage.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
1.12
11987 version 4
Page 3 of 3
Opportunities for add-on sales and upselling are identified and implemented in
accordance with organisational procedures.
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
28 February 2006
31 December 2013
Review
3
15 April 2011
31 December 2016
Review
4
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.
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.
This unit standard is
expiring
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