SIRCCCS001 — Interact with pharmacy customers
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What an assessment for SIRCCCS001 must cover
42 assessable components: 3 elements (14 performance criteria), 3 performance evidence and 25 knowledge evidence requirements. 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. Greet and interact with customers.
- 1.1.Prioritise customers over other workplace duties.
- 1.2.Greet customers in a polite and friendly manner within designated response times.
- 1.3.Communicate with customers clearly and concisely.
- 1.4.Question and actively listen to customer responses to determine their needs.
- 1.5.Identify and act on triggers for referral to a pharmacist or other pharmacy staff.
2. Respond to routine customer needs.
- 2.1.Direct customers to key product areas within the pharmacy.
- 2.2.Explain and match pharmacy products and services to customer needs.
- 2.3.Use tact and discretion when collecting and providing information to customers.
3. Work with others to deliver service.
- 3.1.Follow directions of supervisors and managers to deliver quality service.
- 3.2.Share information with others and contribute constructively to the team to maximise quality of service provided.
- 3.3.Resolve routine customer problems according to scope of own job role and organisational policy.
- 3.4.Refer service issues beyond scope of own job role to colleagues for action.
- 3.5.Provide customer feedback to supervisors or managers.
- 3.6.Recognise limits of own skills and knowledge in responding to customer needs and seek assistance from others.
Performance evidence
- communicate effectively, using questioning and active listening to provide routine service to customers of diverse ages, physical wellbeing and cultural background
- manage six customer interactions using the following communication methods: face-to-face telephone
- resolve two different routine customer problems.
Knowledge evidence
- importance of the customer within community pharmacies
- principles of quality customer service and positive communication
- value of customer feedback in improving service delivery
- communication techniques: open and closed questioning
- communication techniques: active listening
- communication techniques: verbal and non-verbal cues
- communication techniques: voice tonality
- communication techniques: body language
- methods for conveying information clearly and concisely
- professional service standards expected by community pharmacies; expected attitudes, attributes and ethics to work with customers: discretion
- professional service standards expected by community pharmacies; expected attitudes, attributes and ethics to work with customers: patience
- professional service standards expected by community pharmacies; expected attitudes, attributes and ethics to work with customers: respect
- professional service standards expected by community pharmacies; expected attitudes, attributes and ethics to work with customers: sensitivity
- professional service standards expected by community pharmacies; expected attitudes, attributes and ethics to work with customers: tact
- professional service standards expected by community pharmacies; expected attitudes, attributes and ethics to work with customers: tolerance
- community pharmacy industry and organisational: types of internal and external customers and their varying needs
- community pharmacy industry and organisational: routine customer requests and needs and how to respond: triggers for referral to pharmacist or more senior pharmacy colleagues
- community pharmacy industry and organisational: routine customer requests and needs and how to respond: designated response times for acknowledging customers and their enquiry
- community pharmacy industry and organisational: routine customer requests and needs and how to respond: personal presentation standards
- community pharmacy industry and organisational: routine customer requests and needs and how to respond: customer service policies and procedures including those for handling routine customer service problems
- community pharmacy industry and organisational: typical routine customer problems that occur within community pharmacies and how to respond: incorrect pricing of products and services
- community pharmacy industry and organisational: typical routine customer problems that occur within community pharmacies and how to respond: delays in providing products or services
- community pharmacy industry and organisational: typical routine customer problems that occur within community pharmacies and how to respond: misunderstanding of customer requests
- community pharmacy industry and organisational: typical routine customer problems that occur within community pharmacies and how to respond: providing incorrect products or services
- community pharmacy industry and organisational: typical routine customer problems that occur within community pharmacies and how to respond: requests for refunds or exchanges
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 SIRCCCS001
What does an assessment tool for SIRCCCS001 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SIRCCCS001 needs to address all 42 unit components: 3 elements with 14 performance criteria, 3 performance evidence requirements, 25 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 SIRCCCS001?
Auditori pulls the current release of SIRCCCS001 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 SIRCCCS001 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing SIRCCCS001 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 SIRCCCS001, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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