Course Title: SIRXSLS001A SellProd&Services

Part B: Course Detail

Teaching Period: Term1 2013

Course Code: MKTG6082C

Course Title: SIRXSLS001A SellProd&Services

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4318 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth

Course Contact Phone: +61 3 9925 8382

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Jade Cusworth
+61 3 9925 8382

Leigh Robinson
+61 3 9925 4398

Nominal Hours: 20

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

This course is delivered concurrently with the following courses:

  • HLTHIR301C Communicate and work effectively in health
  • HLTCOM301C Provide specific information to clients

Course Description

This course describes the performance outcomes, skills and knowledge required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses the key selling skills from approaching the customer to closing the sale. It requires a basic level of product knowledge.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

SIRXSLS001A Sell products and services


1. Apply product knowledge.

Performance Criteria:

1.1 Demonstrate knowledge of the use and application of relevant products and services according to store policy and legislative requirements.
1.2 Develop product knowledge by accessing relevant sources of information.


2. Approach customer.

Performance Criteria:

2.1 Determine and apply timing of customer approach.
2.2 Identify and apply effective sales approach.
2.3 Convey a positive impression to arouse customer interest.
2.4 Demonstrate knowledge of customer buying behaviour.


3. Gather information.

Performance Criteria:

3.1 Apply questioning techniques to determine customer buying motives.
3.2 Use listening skills to determine customer requirements.
3.3 Interpret and clarify non-verbal communication cues.
3.4 Identify customers by name where possible.
3.5 Direct customer to specific merchandise.


4. Sell benefits.

Performance Criteria:

4.1 Match customer needs to appropriate products and services.
4.2 Communicate knowledge of products features and benefits clearly to customers.
4.3 Describe product use and safety requirements to customers.
4.4 Refer customers to appropriate product specialist as required.
4.5 Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff.


5. Overcome objections.

Performance Criteria:

5.1 Identify and accept customer objections.
5.2 Categorise objections into price, time and merchandise characteristics.
5.3 Offer solutions according to store policy.
5.4 Apply problem solving to overcome customer objections.


6. Close sale.

Performance Criteria:

6.1 Monitor, identify and respond appropriately to customer buying signals.
6.2 Encourage customer to make purchase decisions.
6.3 Select and apply appropriate method of closing sale.


7. Maximise sales opportunities.

Performance Criteria:

7.1 Recognise and apply opportunities for making additional sales.
7.2 Advise customer of complementary products or services according to customer's identified need.
7.3 Review personal sales outcomes to maximise future sales.

Learning Outcomes

Details of Learning Activities

1 Read topic one in the Learner Guide: SIRXSLS001A Sell Products and Services.

2 Upon completion of topic one complete the self-assessment checklist from the learning guide. Once you have done this progress to the next topic and continue until all topics are completed.

3 Once you have read all the topics and completed the self-assessments you are ready to do the online self-assessment. Please note that this is not an assessment task. The self-assessment will check your level of understanding of the unit and provide you with some feedback.

4 Refer to the Learning and Assessment Guide (LAG) items 3.1 – 3.3. Familiarise yourself with the content.

Teaching Schedule

Attend Cluster 1. Dates for your group will be posted on blackboard.

Topic 1: Apply product knowledge
Topic 2: Approach the customer
Topic 3: Gather information
Topic 4: Sell benefits
Topic 5: Overcome selling objections
Topic 6: Closing the sale
Topic 7: Maximise sales opportunities

Learning Resources

Prescribed Texts


Other Resources

1. Learner Guide: SIRXSLS001A Sell Products and Services
2. Learning and Assessment Guide – Year 1
3. Additional learning materials available through the Learning Hub
4. RMIT Library (
5. Essential Knowledge Documents Spherical Lenses and Visual Physiology, Contact Lenses and Light

Overview of Assessment

Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, assignments and submission of your learning and assessment guide (workplace evidence portfolio).

Assessment Tasks

Before attempting any of the assessment tasks below, ensure that you agree will all self-assessment checklists in the learner guide and that you have completed the online self-assessment quiz.

1. Complete online test titled SIRXSLS001A Sell Products and Services. This test consists of completing a series of 10 online questions. These questions may consist of true or false, multiple choice or short answer questions. In order to pass you need to correctly answer seven or more questions (7 out of 10).

2. Refer to your learning and assessment guide (LAG) and carefully read and complete) items 3.1 – 3.3. An RMIT University assessor will assess you on items 3.1 – 3.3 during a work-based assessment and during your compulsory attendance at blocks in year 1. In addition your work assessor will include a range of verbal questions to ask during these assessment. An RMIT University assessor will talk to your employer to discuss your progress and development of workplace skills.

3. During your first work-based visit you will be given a 90 minute Cluster 1 Exam to complete under the supervision of your workplace supervisor. It will consist of short answer, multiple choice, and labelling of diagrams. Please note that this exam will cover HLTOPD401C, HLTWHS300A, HLTHIR301C, BSBWOR301B, SIRXSLS001A and BSBWOR401A.

4. At the end of the semester you will be required to submit a theory assignment that will posted online after you have completed Cluster 1 and will cover HLTOPD401C, HLTWHS300A, HLTHIR301C, BSBWOR301B, SIRXSLS001A and BSBWOR401A.

The Cluster 1 assessment due dates for your group will be given to you during your Cluster 1 attendance and posted on Blackboard.

Please note that you will need to demonstrate competency in all 4 of these assessment tasks in order to achieve competency for this unit.

Assessment Matrix

Course Overview: Access Course Overview