SIRXSLS001 — Sell to the retail customer
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What an assessment for SIRXSLS001 must cover
54 assessable components: 3 elements (15 performance criteria), 9 performance evidence and 26 knowledge evidence requirements, plus 4 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 Establish customer needs.
- 1.1Connect with the customer within designated response times and establish rapport.
- 1.2Use questioning and active listening to facilitate effective two-way communication.
- 1.3Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues.
- 1.4Determine and clarify customer preferences, needs and expectations.
2 Provide advice on products and services.
- 2.1Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable.
- 2.2Clearly explain and promote product and service features and benefits where relevant.
- 2.3Advise on promotional events where relevant.
- 2.4Provide additional information to address customer questions and objections.
- 2.5Offer comparisons to competitor product or service range as required.
- 2.6Collaborate with the customer to determine product or service option most suited to their needs.
- 2.7Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale.
3 Facilitate the sale of products and services.
- 3.1Select and use appropriate techniques to close sale.
- 3.2Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures.
- 3.3Farewell customer on leaving, and invite to return.
- 3.4Provide any required after sales service according to organisational procedures.
Performance evidence
- interact with four different retail customers to initiate and close the sale of different retail products or services
- demonstrate the following during the above customer interactions:
- appropriate communication
- establishment and clarification of customer needs, wants and expectations
- product and/or service knowledge
- appropriate sales approach to sell benefits and features of products and/or services
- overcome objections and close sales
- upsell and/or cross sell additional products and/or services that complement the sale
- promotion of customer loyalty and repeat sales
Knowledge evidence
- appropriate body language for customer service
- basic principles of positive customer service and sales
- open and closed questioning techniques related to the sale of product and services
- verbal and non-verbal cues indicating customer understanding of information
- techniques for effective communication with customers of diverse backgrounds:
- cultural diversity
- special needs
- sales techniques:
- opening techniques
- recognising buying signals
- strategies to focus customer on specific products and services
- selling add-ons and complementary products
- overcoming customer objections
- closing techniques
- primary components of consumer protection laws that relate to selling products and services, especially organisational responsibility for supplying products and services as described or substituting suitable products and services when unable
- primary components of privacy law, and actions that retail business must take to protect privacy of customer information
- for the specific retail sector:
- professional service standards and protocols for retail industry personnel
- attitudes and attributes expected by the retail industry to work with customers
- different customer service needs and expectations
- for the particular retail organisation:
- product and service knowledge:
- product and service range offering
- product specifications, features and benefits
- designated response times for providing customer service
- customer service procedures including recording of and storing customer details
Foundation skills
- Reading skills: interpret: detailed in-house and supplier product information documents; plain English documents that outline organisational customer service policy and procedures.
- Numeracy skills: interpret basic fee information from in-house documents and complete basic pricing calculations.
- Problem-solving skills: respond to customer objections and provide appropriate solutions to satisfy customer needs.
- Technology skills: use technologies equipped with search functionality and information systems to source product and service 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.
See what you get before you start
Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing SIRXSLS001
What does an assessment tool for SIRXSLS001 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SIRXSLS001 needs to address all 54 unit components: 3 elements with 15 performance criteria, 9 performance evidence requirements, 26 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 SIRXSLS001?
Auditori pulls the current release of SIRXSLS001 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 SIRXSLS001 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing SIRXSLS001 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 SIRXSLS001, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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