NZQA Expiring unit standard
12008 version 5
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Title
Sell goods and/or services in a retail environment under supervision
Level
2
Credits
6
Purpose
People credited with this unit standard are able to demonstrate
personal skills required for selling goods and/or services, and
demonstrate steps of the sales process in a retail or distribution
environment.
Classification
Retail, Distribution, and Sales > Sales Transactions
Available grade
Achieved
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.
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 sales transactions.
This unit standard is
expiring
Outcomes and evidence requirements
Outcome 1
Demonstrate personal skills required for selling goods and/or services.
Evidence requirements
1.1
Attributes required for an effective salesperson are described and demonstrated
in specified situations.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
Range
1.2
may include but is not limited to – acknowledge objection, offer
solutions, confirm solution, ask detailed questions, maintain open
body language.
Factors in making add-on sales are described and demonstrated in specified
situations.
Range
1.5
may include but is not limited to – listening, use of open and
closed questions, observation of buying signals, matching
customer approach.
Communication techniques to overcome customer objections are described and
demonstrated in specified situations.
Range
1.4
may include but is not limited to – courtesy, customer focus,
friendliness, honesty, interest in people, personal hygiene,
punctuality, reliability, self-management.
Communication skills to identify customer needs and motivation are described
and demonstrated in specified situations.
Range
1.3
12008 version 5
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may include but is not limited to – product knowledge, stock
knowledge, relevance to customer needs, closed leading
questions, directive statement, forced choice.
Communication techniques to close a sale are described and demonstrated in
specified situations.
Range
may include but is not limited to – direct, trial, alternative, summary
close.
This unit standard is
Evidence requirements
expiring
Outcome 2
Demonstrate steps of the sales process in accordance with organisational procedures.
2.1
Steps of the sales process are described and demonstrated.
Range
2.2
Options for payment are offered and payment is received.
Range
2.3
sales process – approach, identify customer needs, describe
goods or service features, highlight benefits, respond to
objections, meet customer needs, offer add-on sales, close sale.
three or more of – cash, cheque, EFTPOS, credit card, trial, layby,
hire purchase, correct change.
Significant points of relevant legislation are described if required.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
12008 version 5
Page 3 of 3
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
Review
4
15 April 2011
31 December 2016
Review
5
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.
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.
This unit standard is
expiring
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016