SFLSOP009 — Sell floristry products

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What an assessment for SFLSOP009 must cover

34 assessable components: 5 elements (19 performance criteria), 2 performance evidence and 7 knowledge evidence requirements, plus 6 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Identify customer needs.

1.1Identify specific customer needs and preferences, including cultural needs and expectations.
1.2Identify any customer requirements which breach ethical, legal or confidentiality commitments.
1.3Establish rapport with customer to promote goodwill and trust.

2 Suggest products to meet customer needs.

2.1Use product knowledge to tailor product options to specific customer needs.
2.2Suggest product and service options according to current promotional focus of the organisation.
2.3Seek information on competitor product range and use to offer comparisons.
2.4Suggest additional products and options to enhance customer request and maximise profitability of sale.
2.5Source additional information to meet specific customer needs.

3 Provide product information and advice.

3.1Provide current and accurate product information and advice in a timely manner.
3.2Suggest alternative products and services if desired products are unavailable.
3.3Present all options promptly in a clear format and style.
3.4Disclose and ensure customer understanding of sales, product coordination and delivery fees.
3.5Provide appropriate scope and depth of information to meet customer needs.

4 Sell products.

4.1Clearly explain and promote product features and benefits.
4.2Provide additional information to address customer questions and objections.
4.3Select and use techniques at appropriate time to close sale.
4.4Identify and act on opportunities to enhance service quality.

5 Follow up sales opportunities.

5.1Make follow up contact with customer if appropriate.
5.2Provide any required after sales service according to organisational procedures.

Performance evidence

sell these types of floristry products: one ancillary merchandise item, one cash and carry arrangement, one display or stock item
sell floristry products to these customer types: one customer purchasing custom made floristry products for a special occasion, one customer purchasing custom made gifts for annual celebratory days, one customer with special language or cultural needs.

Knowledge evidence

sales techniques: opening techniques, recognising buying signals, strategies to focus customer on specific products and services, selling intangible products, selling add ons and complementary products, overcoming customer objections, closing techniques
general characteristics of the main social and cultural groups in Australian society and key aspects of their cultural and religious protocols and preferences for flowers, plant materials and designs
key features of competitor product range and similarities and differences with the products and services sold by the organisation
ethical considerations for the sale of floristry products and responsible actions with particular emphasis on these circumstances: non-disclosure of purchaser to recipient for anonymity of gift giver, known or published requests by those holding a funeral for non-receipt of flowers, non-receipt policy for institutions
primary components of consumer protection laws that relate to selling floristry products especially organisational responsibility for supplying products as described or substituting suitable products when unable
primary components of privacy law and actions that floristry business must take to protect privacy of customer information
a range of formats for and inclusions of information presented to customers.

Foundation skills

Reading skills to:: interpret detailed in-house and supplier product information documents.
Writing skills to:: create customer files and record sometimes complex customer requests present clear product options in a clear format and style.
Oral communication skills to:: ask open and closed probe questions and actively listen to determine and meet customer preferences.
Numeracy skills to:: interpret basic fee information from in-house documents and complete basic fee calculations.
Self-management skills to:: take responsibility for selling floristry products from first customer contact to closing the sale.
Technology skills to:: use a computer and keyboard and online information systems to source product information.

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing SFLSOP009

What does an assessment tool for SFLSOP009 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SFLSOP009 needs to address all 34 unit components: 5 elements with 19 performance criteria, 2 performance evidence requirements, 7 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for SFLSOP009?

Auditori pulls the current release of SFLSOP009 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for SFLSOP009 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing SFLSOP009 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of SFLSOP009, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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