SIRCCPM004 — Manage pharmacy sales and service delivery

1 Develop and implement quality customer service practices.

• 1.1Obtain and analyse information on customer service needs and expectations.
• 1.2Develop documented policies and procedures for quality service provision and communicate to pharmacy staff.
• 1.3Maintain adequate resources for optimum customer service provision according to budget allocation.
• 1.4Seek and use feedback from customers to improve service.
• 1.5Encourage team members to take responsibility for meeting customer requirements.
• 1.6Resolve customer complaints referred by team members using conflict resolution and communication techniques.
• 1.7Monitor customer service in the workplace to ensure standards are met.
• 1.8Assess the effectiveness of customer service practices.
• 1.9Identify systemic customer service problems and adjust policies and procedures to improve service quality.

2 Monitor, maintain and improve sales.

• 2.1Determine sales targets and ensure consistency with pharmacy values, objectives and business plan.
• 2.2Clearly communicate sales targets and periods to staff.
• 2.3Monitor sales data, provide feedback to staff and adjust sales targets according to operational constraints.
• 2.4Develop and provide current and accurate sales records to relevant personnel and act on relevant reports.

3 Monitor supply of goods.

• 3.1Maintain accurate records of suppliers and stock availability.
• 3.2Identify and communicate market factors affecting supply of medicines and products to relevant personnel.
• 3.3Take immediate corrective action for potential or actual problems with supply.
• 3.4Identify and recommend new supplier arrangements to maintain and improve sales and service delivery.

4 Maintain, monitor and improve work operations.

• 4.1Assess current workloads, and schedule work to maximise sales and service efficiency and quality.
• 4.2Assist staff in prioritisation of workload through supportive feedback and coaching.
• 4.3Monitor efficiency and service levels through close contact with day to day operations.
• 4.4Identify sales and service problems and take immediate operational action to rectify.
• 4.5Proactively consult with colleagues about systemic ways to improve efficiency and service levels, including potential for new technologies and other innovations.
• 4.6Identify and recommend potential improvements to business processes and systems.

What does an assessment tool for SIRCCPM004 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SIRCCPM004 needs to address all 43 unit components: 4 elements with 23 performance criteria, 8 performance evidence requirements, 8 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 SIRCCPM004?

Auditori pulls the current release of SIRCCPM004 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 SIRCCPM004 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing SIRCCPM004 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 SIRCCPM004, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.