Rita Charitable Trust

Retail Associate cum Cashier (1 years course)

Retail Associate cum Cashier click here

Brief Job Description: Individuals in this position display merchandise, interact with
customers to understand their needs and service them with sales of relevant product
offerings whilst working cordially within the team and retail organization. They also
service customers at the cashiering point and process payments towards purchases
made by them.

Retail Associate cum Cashier (1 years course)
Retail Associate cum Cashier (1 years course)


Personal Attributes: The individual needs to be physically fit to be able to fulfil tasks
efficiently and mentally balanced to handle unexpected situations. He/she needs to
have a strong service orientation, commercial acumen, interpersonal and listening
skills.

Description
Core / Generic Skills Core Skills or Generic Skills are a group of skills that are essential to
perform activities and tasks defined for the job role.


National Occupational Standards
NOS are Occupational Standards which have been endorsed and agreed
to by the Industry Leaders for various roles.
Description Description is a short summary of the relevant content
Job Role Job role defines a unique set of functions that together form a unique
employment opportunity in an organization


Knowledge & Understanding
Knowledge and Understanding are statements which together specify the
technical, generic, professional and organizational specific knowledge
that an individual needs in order to perform to the required standard
Occupation Occupation is a set of job roles, which perform similar/related set of
functions in an industry


Occupational Standards
(OS)
OS specify the standards of performance an individual must achieve
when carrying out a function in the workplace, together with the
knowledge and understanding they need to meet that standard
consistently. They are applicable in the Indian and global context.


Organisational Context Organisational Context includes the way the organization is structured
and how it operates, including the extent of operative knowledge
managers have of their relevant areas of responsibility


Performance Criteria Performance Criteria are statements that together specify the standard
of performance required when carrying out a task


Qualification Pack Qualifications Pack comprises the set of OS, together with the
educational, training and other criteria required to perform a job role.


Qualifications Pack is assigned a unique qualification pack code.
Qualification Pack Code Qualifications Pack Code is a unique reference code that identifies a
qualifications pack.


Scope Scope is the set of statements specifying the range of variables that an
individual may have to deal with in carrying out the function which have
a critical impact on the quality of performance required.


Sector Sector is a conglomeration of different business operations having similar
businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests


Technical Knowledge Technical Knowledge is the specialized knowledge needed to accomplish
specific designated responsibilities.


Keywords /Terms Description
Ops Operations
POS Point of Sale
EDC Terminal Electronic Data Capture Terminal (Card Swipe Machine)
SOP Standard Operating Process

To display stock to promote sale of products

Description

This OS describes the skills and knowledge required to effectively display stock to
promote sales.


Scope This unit applies to individuals who display stock to promote sales in retail
operations.


 Prepare display areas and goods in a retailstore
 Set up and dismantle displays in a retailstore
 Label displays of stock in a retailstore


The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Prepare display areas and goods in a retail store
To be competent, the user/individual on the job must be able to:
PC1. identify the need for the display in relation to stock, space, position of the
display and dates.
PC2. check that the display area is of the right size and report any concerns
promptly.


PC3. gather the materials, equipment and stock he/she need for the display
and check that they are clean, safe and in good working order.
PC4. follow company procedures for clearing, cleaning and preparing the
display area before use.


Set up and dismantle displays in a retail store
PC5. set up and dismantle the display safely, in line with plans and within the
time allowed.
PC6. check that the display is clean, tidy and safe for use.
PC7. check that the display has the required levels of stock.
PC8. clean and store equipment and excess materials; get rid of waste safely,
correctly and promptly.


Label displays of stock in a retail store
PC9. check requirements for labelling stock.
PC10. check that the information on the label is clear, accurate and legal before
starting to label stock.


PC11. report promptly any information on labels that may need change.
PC12. attach the right labels to the right products.
PC13. position labels so that they are securely fastened and customers can see
them clearly.
PC14. complete labelling within the time allowed.

Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand:
KA1. how to set up displays as per the health, safety and environmental
standards.
KA2. store procedures for display requirements for stock, space, position of the
display & dates.
KA3. legal or statutory requirements.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. how to clean and store materials and equipment used in displays and
getting rid of waste safely.
KB2. how to use labelling materials and equipment efficiently and effectively.


Skills (S)
A. Core Skills/ Generic
Skills
Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2.write simple reports when required.


Reading Skills
The user/individual on the job needs to know and understand how to:
SA3.read information accurately.
SA4.read and interpret data sheets.


Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA5.follow instructions accurately.
SA6.use gestures or simple words to communicate where language barriers exist.
SA7.use questioning to minimise misunderstandings.
SA8.display courteous and helpful behaviour at all times.


B. Professional Skills Decision Making
The user/individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines.


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB3. build relationships with internal and external customers.

Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.


Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB7. interpret and infer data
SB8. break down complex problems into single and manageable components
within his/her area of work


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action

To plan and prepare visual merchandising displays
Description This OS describes the skills and knowledge required to effectively plan and
prepare visual merchandising displays
Scope This unit applies to individuals to plan and prepare visual merchandising
displays in retail operations.


 Interpret design briefs for retail displays
 Get hold of merchandise and props to be featured in retail displays
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Interpret design briefs for retail displays
To be competent, the user/individual on the job must be able to:
PC1. identify the purpose, content and style of the display.
PC2. identify the equipment, materials, merchandise and props needed
to create and install the display and the dates for completing it.
PC3. evaluate whether the place to put the display is likely to fulfil the
design brief.
PC4. create new and effective ways for improving the visual effect, within
his/her limits of design brief, company’s visual design policies and
authority.


Get hold of merchandise and props to be featured in retail displays
PC5. confirm that the features of merchandise and props shown in the
design brief are those most likely to attract customers’ attention.
PC6. identify other merchandise and props when those originally specified
are not available or not suitable, and agree the selections with the
right person.
PC7. verify arrangements for delivery of merchandise & props with the
right people, allowing enough time for deliveries to arrive before
display must be installed.
PC8. check the progress of deliveries and take suitable action if delays
seem likely.
PC9. update stock records to account for merchandise on display.

Knowledge and Understanding (K)

Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand:
KA1. the role of displays in marketing, promotional and sales campaigns and
activities.
KA2. the importance and content of the design brief.
KA3. the design brief to identify what are needed for the display.
KA4. the company policies for visual design.
KA5. the role of displays in marketing, promotional and sales campaigns
and activities.


KA6. how to use the design brief to identify what is needed for the
display.
KA7. merchandisers or buyers who need to be consulted about merchandise
and props.
KA8. how to arrange delivery of merchandise and monitor the progress
of deliveries.
KA9. how to update stock records to account for merchandise on display.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. different approaches to designing displays for different types of
merchandise, and why these are effective.
KB2. how to evaluate the potential places to put the display as per the design
brief.
KB3. light, colour, texture, shape and dimension combined to achieve the
effects.
KB4. how to assess the potential of places for displays to meet the design brief.


Skills (S)
A. Core Skills/ Generic Skills
Writing Skills

The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.


Reading Skills
The user/ individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. follow instructions accurately
SA6. use gestures or simple words to communicate where language barriers
exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.

Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB3. build relationships with internal and external customers.


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.


Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB7. interpret and infer data
SB8. break down complex problems into single and manageable components
within his/her area of work


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and
action

To dress visual merchandising displays
Description

This OS describes the skills and knowledge required to effectively dress visual
merchandising displays.


Scope This unit applies to individuals to dress visual merchandising displays in
retail operations.
 Dress in-store displays based on guidelines
 Dress window displays based on guidelines
 Evaluate and improve retail displays


The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Dress in-store displays based on guidelines
To be competent, the user/individual on the job must be able to:
PC1. use the design brief to identify the focal points of the display.
PC2. choose shapes, colours and groupings that are suited to the purpose and
style of the display.
PC3. create displays that achieve the required visual effect and are consistent
with the company’s visual design policy.


PC4. position merchandise, graphics and signs in ways that promote sales.
PC5. check that lighting is installed in line with the design brief.
PC6. check that the finished display meets health and safety guidelines and
legal requirements.


Dress window displays based on guidelines
PC7. position merchandise, graphics & signs according to guidelines & in ways that
attract attention & interest of customers & give customers information they
need.
PC8. group merchandise appropriately for the purpose & style of display, the selling
features of merchandise & the visual effect needed under the design brief.
PC9. make sure that lighting is installed in line with lighting requirements.


Evaluate and improve retail displays
PC10. check that all the parts of the display are suitable for the purpose of the
display and meet requirements.
PC11. check that the display meets requirements for easy access, safety and
security.
PC12. identify safety and security risks to the display and choose suitable ways
of reducing risks.
PC13. consider how the display looks from all the directions from which customers will approach it

PC14. encourage colleagues to provide constructive comments about the display.
PC15. make any adjustments that he/she is authorized to make and that are
needed to achieve the visual effect and to make the display safe and
secure.
PC16. check the display’s visual effect regularly.
PC17. report promptly to the right person any problems and risks that he/she is
not responsible for sorting out himself/herself.


Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand:
KA1. how to create and use focal points within a display.
KA2. how to put together merchandising displays for use inside the store.
KA3. how to dress mannequins, busts and other props.


KA4. how to display different types of merchandise.
KA5. how to choose a suitable type of grouping.
KA6. how to use different types, directions and levels of light to create atmosphere.
KA7. how to achieve add-on sales and why this is important.
KA8. how to install creative displays and awareness of trends.
KA9. different approaches to displaying merchandise and choosing the best
approach.


KA10. Hwo to use props, prototypes, dressings and fixtures for creating visual
effects.
KA11. health and safety guidelines for displays.
KA12. how to identify the selling features of merchandise to be used in displays.
KA13. how to light window displays and the concerned staff at the store who is
responsible for installing lighting.
KA14. the legal requirements which apply to pricing and ticketing.
KA15. the company’s visual design and merchandising policies.
KA16. how to report arrangements for sorting out problems and reducing risks.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. how to evaluate the visual effect of displays.
KB2. how to make adjustments and improvements to displays.
KB3. how to use scale when creating visual effects.
KB4. dressing techniques for different types of merchandise.
KB5. different purposes of displays and their use in visual merchandising.
KB6. how to choose and combine dimension, shape, colour, texture and lighting
to create the visual effect needed from a display.


Skills (S)
A. Core Skills/
Generic Skills
Writing Skills

The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.

Reading Skills
The user/ individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. follow instructions accurately.
SA6. use gestures or simple words to communicate where language barriers exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.


Plan and Organize
The user/individual on the job needs to know and understand how to:
SB2. plan and schedule routines


Customer Centricity
The user/individual on the job needs to know and understand how to:
SB3. build relationships with internal and external customers.


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.


Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB7. interpret and infer data
SB8. break down complex problems into single and manageable components within
his/her area of work


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action

To dismantle and store visual merchandising displays
Description This OS describes the skills and knowledge required to effectively dismantle and
store visual merchandising displays.
Scope This unit applies to individuals who dismantle and store visual merchandising
displays in retail operations.


 Dismantle retail displays
 Store equipment, props and graphics for retail displays
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Dismantle retail displays
To be competent, the user/individual on the job must be able to:
PC1. dismantle displays safely.
PC2. protect the parts of the display from being damaged during dismantling.
PC3. return the parts of the display to the appropriate places promptly and, if
needed, in a saleable condition.
PC4. get rid of unwanted materials safely and keep accurate records of this if
needed.


PC5. clean display sites and parts using safe and approved cleaning materials and
equipment.


Store equipment, props and graphics for retail displays
PC6. work out the storage space required.
PC7. identify the protective packaging he/she needs and the security measures
that need to be in place.
PC8. store items in suitable places and with clear and accurate labels.
PC9. keep accurate and up-to-date records of items in storage.


PC10. identify damaged items, missing items and dangers and risks to health and
safety, and report these promptly to the right person.
PC11. check that storage facilities and items in storage are clean, safe, secure
and accessible only to those with a right to them.


Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand:
KA1. how to dismantle displays safely.
KA2. how to protect the parts of displays from being damaged during
dismantling.
KA3. how to identify unwanted materials and how to get rid of them safely.
KA4. where to return the parts of display to.

KA5. how to identify safe and approved cleaning materials and equipment to
use.


KA6. how to work out the storage space needed.
KA7. how to identify requirements for protective packaging and security
measures.


KA8. how to label items accurately.
KA9. how to keep records of items and where to store them.
KA10. items that need to be stored.
KA11. dangers and risks to health, safety and security in relation to storage
facilities and stored items.
KA12. how to report dangers and risks to the concerned.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. techniques for cleaning display sites and parts safely and thoroughly.
KB2. how to check the condition of items.
KB3. how to deal with items that need repair.
KB4. how to store items securely.


Skills (S)
A. Core Skills/ Generic Skills
Writing Skills

The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.


Reading Skills
The user/ individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. follow instructions accurately.
SA6. use gestures or simple words to communicate where language barriers exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines.


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB3. build relationships with internal and external customers.

Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.


Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB7. interpret and infer data
SB8. break down complex problems into single and manageable components
within his/her area of work


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action

To prepare products for sale
Description This OS describes the skills and knowledge required to effectively prepare products
for sale.
Scope This unit applies to individuals to prepare products for sale in retail operations.


 Prepare products for selling to customers
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Prepare products for selling to customers
To be competent, the user/individual on the job must be able to:
PC1. check that all expected items and parts of the product are in the package.
PC2. remove all unwanted packaging and safely get rid of waste.
PC3. gather the tools he/she needs for putting products together.
PC4. use safe work methods and follow manufacturers’ instructions when
putting products together.


PC5. check that products have been assembled correctly and can be used safely.
PC6. ask the right person for help when products are proving difficult to put together.
PC7. check regularly that products on display are in a satisfactory condition.
PC8. remove damaged products promptly from display and follow company
procedures for dealing with them.


Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand:
KA1. products he/she is responsible for preparing for sale.
KA2. where to put products together and where to put them once they are assembled.
KA3. how to work safely when putting products together for sale.
KA4. how to check that products have been correctly put together and are safe to display.
KA5. whom to approach for help when products are proving difficult to put together.
KA6. quality standards of the company for products on display.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. how to check the condition of products on display.
KB2. how to deal with products that are damaged.

KB3. tools to be used to put products together.
KB4. how to get rid of unwanted packaging and waste.


Skills (S)
A. Core Skills/ Generic Skills
Writing Skills

The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.


Reading Skills
The user/ individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. follow instructions accurately.
SA6. use gestures or simple words to communicate where language barriers exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines.


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB3. build relationships with internal and external customers.


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.


Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB7. interpret and infer data
SB8. break down complex problems into single and manageable components within
his/her area of work


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action

To promote loyalty schemes to customers
Description This OS describes the skills and knowledge required to promote loyalty schemes
to customers.


Scope This unit applies to individuals to promote loyalty schemes to customers in
retail operations.


 Explain to customers the features and benefits of the loyalty scheme
 Gain customer commitment to the loyalty scheme
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Explain to customers the features and benefits of the loyalty scheme
To be competent, the user/individual on the job must be able to:
PC1. take suitable opportunities to ask customers if they are members of the
loyalty scheme and that they are interested in joining.
PC2. explain clearly and accurately to customers how joining the scheme
would benefit them, including any current special offers relating to the
scheme.


PC3. respond positively to any questions or objections that the customer raises.
PC4. provide relevant information to the customer to help them decide whether
to join the scheme.
PC5. treat the customer politely at all times and in a way that promotes goodwill.


Gain customer commitment to the loyalty scheme
PC6. recognise accurately when customers are interested in joining the scheme.
PC7. take opportunities to ask customers who are showing signs of interest to sign
up for the scheme.
PC8. fill in the membership application accurately with the customer, using the
information they provide.


PC9. give the customer proof of their membership.
PC10. check with the customer that their details, as shown on the membership
documentation, are correct.
PC11. give application forms to customers who show interest but are not willing to
join the scheme then and there.


Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)

The user/individual on the job needs to know and understand:
KA1. features and benefits of the company’s loyalty scheme.
KA2. sources of information about the scheme that you can use or tell the customer about.

KA3. loyalty schemes that are important in achieving the company’s
commercial aims.


KA4. specific offers currently available to scheme members.
KA5. how to gain customer’s attention and interest.
KA6. how to use suitable questions to gain information about the customer
and their interest in joining the scheme.


KA7. how to deal with frequently raised questions and objections in relation
to the scheme.
KA8. how to recognise signals that customers are interested in joining the
loyalty scheme.
KA9. how to ask customers to sign up for scheme in a way that encourages
them to co-operate willingly.


KA10. the layout of the membership application form, the questions it asks,
and how to fill in the form accurately.
KA11. the proof of membership the company provides.
KA12. how to correct or replace incorrect proof of membership.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. financial benefit accrued by a customer through loyalty schemes.


Skills (S)
A. Core Skills/
Generic Skills
Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.


Reading Skills
The user/ individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. follow instructions accurately.
SA6. use gestures or simple words to communicate where language barriers exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines.

Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB3. build relationships with internal and external customers.


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.


Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB7. determine the impact of the loyalty schemes to the benefit of the company.


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB8. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action

To keep the store secure
Description This OS describes the skills and knowledge required to keep the store secure.
Scope This unit applies to individuals to keep the store secure in retail operations.
 Identify and report security risks
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Identify and report security risks
To be competent, the user/individual on the job must be able to:
PC1. notice and correctly identify security risks.
PC2. follow company procedures for reporting security risks.
PC3. report security risks to the right people promptly and accurately.
PC4. follow company procedures for preventing security risks while he/she works.
PC5. notice where stock may have been stolen and tell the right person about it.


Knowledge and Understanding (K)
A. Organizational Context
(Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand:
KA1. workplace security matters.
KA2. what can happen to him/her and to the company, if the store is not kept
secure.
KA3. how to keep the workplace secure by noticing and reporting security risks.
KA4. the types of security risk he/she needs to be alerted for such as shoplifting,
theft by staff, aggressive customers, vandalism, terrorist activity.
KA5. how to identify security risks.


KA6. situations that can make him/her less alert for security risks, and how to deal
with these situations.
KA7. how to report security risks promptly and accurately.
KA8. whom to report security risks to and how to communicate these risks.
KA9. reasons why he/she should not take on more responsibility than he/she is
authorised to when faced with security risks, including: personal safety, legal
considerations & company policy.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. how to activate all the loss prevention and security devices.
KB2. how to secure all the security alarms.
KB3. how to deactivate the loss prevention & security devices.

Core Skills/
Generic Skills
Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.


Reading Skills
The user/ individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. follow instructions accurately.
SA6. use gestures or simple words to communicate where language barriers exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role

.
Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines.


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB3. build relationships with internal and external customers.


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.


Analytical Skills
The user/ individual on the job needs to know and understand how to:
SB7. respond to emergency situations as per the escalation matrix.


Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB8. determine the impact of not securing the loss prevention and security
equipment.

To service cash point / point of sale (POS)
Description This OS describes the skills and knowledge required to service cash point / point of
sale (POS).


Scope This unit applies to individuals to service cash point / POS in retail operations.
 Monitor receipt practices and processes at the cash point / POS
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Monitor receipt
practices and
processes at the cash
point / POS


To be competent, the user/individual on the job must be able to:
PC1. check at suitable times that staff are setting up and operating cash points
correctly.
PC2. sort out any problems with routine cash point operations and transactions.
PC3. check that staff are handling cash and cash equivalents efficiently and in line
with approved procedures.


PC4. authorize, accurately and promptly, any refunds, cheques and credit card
payments which need his/her authorization.
PC5. follow cash point security procedures correctly.
PC6. develop effective plans to cope with unexpected problems at the cash point.


Knowledge and Understanding (K)
A. Organizational
Context (Knowledge
of the company /
organization and its
processes)
The user/individual on the job needs to know and understand:
KA1. modes of payment that are accepted in the store.
KA2. problems that can arise in routine cash point operations and transactions
with resolution.


KA3. company’s approved procedures for handling cash and cash equivalents,
and how to follow these efficiently.
KA4. the types of refund, cheque payment and credit card payment he/she had
to authorise.
KA5. company’s cash point security procedures.
KA6. how to cope with unexpected problems at the cash point.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. how to check that cash points are being correctly set up and operated.

Core Skills/ Generic
Skills
Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.


Reading Skills
The user/individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.


Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA5. follow instructions accurately.
SA6. use gestures or simple words to communicate where language barriers exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.


B. Professional Skills Decision Making
The user/individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines.


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB3. build relationships with internal and external customers.


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.


Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB7. calculate amounts, discounts, refunds and fractions (may also include
currency conversions)


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB8. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action

To follow point of sale procedures for age-restricted products
Description This OS describes the skills and knowledge required to follow point-of-sale
procedures for age-restricted products.
Scope This unit applies to individuals to follow point-of-sale procedures for agerestricted products in retail operations.


 Follow procedures for sale of age-restricted products
 Provide service at point of sale
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Follow
procedures for
sales of agerestricted
products


To be competent, the user/individual on the job must be able to:
PC1. follow legal requirements and company policies and procedures for
asking for proof of age.
PC2. make the sale only if customers provide age proof and it meets legal
and company conditions, while selling age-restricted products.
PC3. follow legal requirements and company policies and procedures for
refusing sales.


PC4. refuse politely and firmly to make sales that are against the law or any
procedures and policies he/she must follow.
PC5. explain clearly and accurately to customers what proof of age is
acceptable.
PC6. follow company procedures for telling customers how to get proof of
age.
Provide service
at point of sale
PC7. tell customers the correct amount to be paid.
PC8. check accurately the amount and means of payment offered by the
customer.


PC9. process the payment in line with company procedures, where the
payment is acceptable.
PC10. tell the customer tactfully when payment cannot be approved.
PC11. record payments accurately.
PC12. store payments securely and protect them from theft.
PC13. offer additional services to the customer where these are available.
PC14. treat customers politely throughout the payment process.

PC15. balance the need to give attention to individual customers with the
need to acknowledge customers who are waiting for help


Knowledge and Understanding (K)
B. Organizational Context
(Knowledge of the company / organization and its processes)

The user/individual on the job needs to know and understand:
KA1. age-restricted products he/she is authorised to sell.
KA2. age restrictions on the products he/she is authorised to sell, and what
can happen to him/her and the company if he/she does not keep
within these restrictions.


KA3. company policies and procedures for asking for proof of age, including
the types of acceptable proof.
KA4. company policies and procedures for refusing sales of age-restricted
products.


KA5. how to keep cash and other payments secure.
KA6. the types of payment that he/she is authorised to receive.
KA7. the procedures for authorising non-cash transactions.
KA8. how to deal with customers offering suspect payments.
KA9. relevant rights, duties and responsibilities of customer and self.
KA10. company procedures for taking payments.
KA11. company procedures for dealing with suspected fraud.


B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. how to check for and identify counterfeit payments.
KB2. how to check for stolen cheques, credit cards, charge cards or debit
cards.


Skills (S)
A. Core Skills/
Generic Skills
Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.


Reading Skills
The user/ individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.
Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. follow instructions accurately
SA6. use gestures or simple words to communicate where language barriers
exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.


B. Professional
Skills
Decision Making
The user/ individual on the job needs to know and understand how to:

SB1. make appropriate decisions regarding the responsibilities of the job
role.


Plan and Organize
The user/individual on the job needs to know and understand how to:
SB1. plan and schedule routines


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB2. build relationships with internal and external customers.


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB3. respond to breakdowns and malfunction of equipment.
SB4. respond to unsafe and hazardous working conditions.
SB5. respond to security breaches.


Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB6. calculate totals, fractions, discounts, refunds and rebates accurately.


Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB7. determine the impact of accepting counterfeit.
SB8. determine the impact of not collecting prescribed proof.
SB9. determine the impact of sales made to underage.

To process customer orders for goods
Description This OS describes the skills and knowledge required to process customer orders for
goods.
Scope This unit applies to individuals who process customer orders for goods in retail
operations.


 Check the availability of goods for orders
 Process orders for customers
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Check the
availability
of goods for orders


To be competent, the user/individual on the job must be able to:
PC1. identify customers’ needs accurately by asking suitable questions.
PC2. identify the goods that will meet customers’ needs and check with customers
that these are satisfactory.


PC3. find out who can supply the goods needed and on what terms.
PC4. keep customers informed of progress in finding the goods they need.
PC5. give customers clear, accurate and complete information about the availability
of goods and the terms of supply.


Process orders for customers
PC6. follow legal and company procedures for checking the customer’s identity and
credit status.
PC7. follow company policy for offering customer to order goods that are not in
stock.


PC8. prepare accurate, clear and complete information about the order & pass this
information to people responsible for fulfilment.
PC9. provide accurate, clear, complete and timely information to those responsible
for issuing the invoice.


PC10. tell the right person promptly when he/she cannot process an order and
explain the reasons clearly.
PC11. tell the customer promptly and politely if their order cannot be delivered
within the agreed time.
PC12. store customers’ details securely and show them only to people who have a
right to see them.

Knowledge and Understanding (K)
A. Organizational Context
(Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand:
KA1. how to ask the right questions to find out exactly what customers want.
KA2. the items available in stock.


KA3. how to check whether there is enough stock to meet the order.
KA4. which items are available by order and which suppliers and manufacturers
can provide them.
KA5. how to check whether external suppliers and manufacturers can provide
items, and on what terms.
KA6. how to keep customers informed of progress in finding the goods they need.
KA7. how to give customers clear, accurate and complete information about the
terms of supply.


KA8. legal and company procedures for checking the customer’s identity and
credit status.
KA9. how to tell the customer promptly about any delays in fulfilling their order.
KA10. legal and company requirements relating to customer confidentiality.
KA11. who is entitled to see customer information, and in what situations.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. how to invoice customers for orders.
KB2. how to escalate in case you cannot process an order.
KB3. company procedures for storing customer information securely.


Skills (S)
A. Core Skills/
Generic Skills
Writing Skills
The user/individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.


Reading Skills
The user/ individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. follow instructions accurately.
SA6. use gestures or simple words to communicate where language barriers exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.

B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.
Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines


Customer Centricity
The user/individual on the job needs to know and understand how to:
SB3. build relationships with internal and external customers.


Problem Solving
The user/individual on the job needs to know and understand how to:
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.


Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB7. understand the customer requirement through effective and relevant probing.


Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB8. determine the impact of not maintaining customer confidentiality.
SB9. determine the impact of not being able to deliver as committed.

To process part exchange sale transactions
Description This OS describes the skills and knowledge required to effectively process part
exchange sale transactions.
Scope This unit applies to individuals to process part exchange sale transactions in retail
operations.


 Decide on the value of items offered in part exchange by customers
 Negotiate part exchange sales transactions with customers
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Decide on the value
of items offered in
part exchange by
customers


To be competent, the user/individual on the job must be able to:
PC1. inspect the item being offered.
PC2. protect the item from damage while handling it.
PC3. identify accurately any repairs and cleaning needed and the costs involved.
PC4. work out the exchange value of the item accurately within company
guidelines.


PC5. explain to the customer clearly and accurately the part-exchange value of
the item and the benefits of a part exchange arrangement.
PC6. tell the customer politely that the item is not acceptable for part exchange,
when this applies.


PC7. treat the customer politely throughout the valuation process.
Negotiate part exchange sales transactions with customers
PC8. follow company policies and procedures for checking who owns the item.
PC9. work out accurately the balance to be paid by the customer on the item
he/she wants to buy.
PC10. accept or refuse the customer’s offers according to company policies and
the discretion he/she is allowed.


PC11. end the transaction politely if the customer is not willing to go ahead.
PC12. explain clearly and accurately the terms and conditions of the sale.
PC13. fill in the paperwork for the transaction.
PC14. treat the customer politely throughout negotiations.

To work effectively in a retail team
Description This OS describes the skills and knowledge required by an individual within their
job role to work as part of a team or to work cooperatively with other teams
where no reporting relationship is in place.
Scope This unit applies to individuals to work effectively within and with teams across a
retail environment.


Requirement of this role would include but not be limited to:
 Support the internal and external stakeholders or team
 Maintain personal presentation
 Develop effective work habits


The role may be performed in a range of Retail Environments such as:
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores
 Distribution Centre
 Shopping Mall


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria


Support the internal and external stakeholders or team
To be competent, the user/individual on the job must be able to:
PC1. display courteous and helpful behaviour at all times.
PC2. take opportunities to enhance the level of assistance offered to colleagues.
PC3. meet all reasonable requests for assistance within acceptable workplace
timeframes.


PC4. complete allocated tasks as required.
PC5. seek assistance when difficulties arise.
PC6. use questioning techniques to clarify instructions or responsibilities.
PC7. identify and display a non-discriminatory attitude in all contacts with
customers and other staff members.
Maintain personal presentation Develop effective work habits


PC8. observe appropriate dress code and presentation as required by the
workplace, job role and level of customer contact.
PC9. follow personal hygiene procedures according to organisational policy and
relevant legislation.

PC10. interpret, confirm and act on workplace information, instructions and
procedures relevant to the particular task.
PC11. interpret, confirm and act on legal requirements in regard to antidiscrimination, sexual harassment and bullying.


PC12. ask questions to seek and clarify workplace information.
PC13. plan and organise daily work routine within the scope of the job role.
PC14. prioritise and complete tasks according to required timeframes.
PC15. identify work and personal priorities and achieve a balance between
completing priorities.


Knowledge and Understanding (K)
A. Organizational Context(Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand:
KA1. the policies and procedures relating to the job role.
KA2. the value system of the organisation.
KA3. employee rights and obligations.
KA4. the reporting hierarchy and escalation matrix.


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. how to ask questions to identify and confirm requirements.
KB2. how to follow routine instructions through clear and direct communication.
KB3. how to use language and concepts appropriate to cultural differences.
KB4. how to use and interpret non-verbal communication.
KB5. the scope of information or materials required within the parameters of the
job role.

KB6. the consequences of poor team participation on job outcomes.
KB7. work health and safety requirements.
Skills (S)
A. Core Skills/
Generic Skills
Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. complete workplace documentation accurately.


Reading Skills
The user/ individual on the job needs to know and understand how to:
SA2. read and interpret workplace documentation.
SA3. read and interpret organisational policies and procedures.


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA4. follow instructions accurately.
SA5. use gestures or simple words to communicate where language barriers exist.
SA6. use questioning to minimise misunderstandings.
SA7. display courteous and helpful behaviour at all times.

B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule time personal management.


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB3. build relationships with internal and external team members.


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4. respond to ambiguity in directions and instructions.
SB5. breakdown in relationships within the team.
SB6. breakdowns in communications with other teams.


Analytical Skills
The user/individual on the job needs to know and understand how to:
SB7. interpret and infer data
SB8. break down complex problems into single and manageable components
within his/her area of work


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action

To work effectively in a retail organization
Description This OS describes the skills and knowledge required to work effectively in an
organization.


Scope This unit applies to individuals to work effectively in an organization in retail
operations.


 Support effective team working
 Help plan and organize own learning
 Help others learn
The role may be performed in a range of Retail Operations
 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Support effective item working
To be competent, the user/individual on the job must be able to:
PC1. share work fairly with colleagues, taking account of his/her own and others’
preferences, skills and time available.


PC2. make realistic commitments to colleagues and do what has been promised.
PC3. tell colleagues promptly if he/she will not be able to do what has been
promised and suggest suitable alternatives.
PC4. encourage and support colleagues when working conditions are difficult.
PC5. encourage colleagues who are finding it difficult to work together to treat
each other fairly, politely and with respect.
PC6. follow the company’s health and safety procedures while working.


Help plan and organize own learning
PC7. discuss and agree with the right people goals that are relevant, realistic and
clear.
PC8. identify the knowledge and skills needed to achieve his/her goals.
PC9. agree action points and deadlines that are realistic, taking account of past
learning experiences and the time and resources available for learning.
PC10. check his/her progress regularly and, when necessary, change the way of
working.


PC11. ask for feedback on his/her progress from those in a position to give it, and
use their feedback to improve his/her performance.


Help others learn
PC12. encourage colleagues to ask him/her for work-related information or advise
that he/she is likely to be able to provide.
PC13. notice when colleagues are having difficulty performing tasks at which you
are competent, and tactfully offer advise.
PC14. give clear, accurate and relevant information and advise relating to tasks and procedures.

PC15. explain and demonstrate procedures clearly, accurately and in a logical
sequence.
PC16. encourage colleagues to ask questions if they don’t understand the
information and advise given to them.
PC17. give colleagues opportunities to practise new skills, and give constructive
feedback.


PC18. check that health, safety and security are not compromised when helping
others to learn.


Knowledge and Understanding (K)
A. Organizational
Context(Knowledge
of the company /
organization and
its processes)
The user/individual on the job needs to know and understand:
KA1. team’s purpose, aims and targets.
KA2. responsibility for contributing to the team’s success.
KA3. colleagues’ roles and main responsibilities.


KA4. the importance of sharing work fairly with colleagues.
KA5. the factors that can affect own and colleagues’ willingness to carry out
work, including skills and existing workload.
KA6. the importance of being a reliable team member.
KA7. factors to take account of when making commitments, including existing
workload and the degree to which interruptions and changes of plan are
within one’s control.


KA8. the importance of maintaining team morale, the circumstances when
morale is likely to flag, and the kinds of encouragement and support that
are likely to be valued by colleagues.
KA9. the importance of good working relations, and techniques for
removing tension between colleagues.


KA10. the importance of following the company’s policies and procedures for
health and safety, including setting a good example to colleagues.
KA11. who can help set goals, help plan one’s learning, and give
feedback about the progress.
KA12. how to identify the knowledge and skills he/she will need to achieve
his/her goals.


KA13. how to check his/her progress.
KA14. how to adjust plans as needed to meet goals.
KA15. how to ask for feedback on progress.
KA16. how to respond positively.
KA17. how to help others to learn in the workplace.
KA18. how to work out what skills and knowledge he/she can usefully share with
others.


KA19. health, safety and security risks that are likely to arise when people are
learning on the job, and how to reduce these risks.

B. Technical Knowledge
NA

A. Core Skills/ Generic Skills Writing Skills
The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.


Reading Skills
The user/individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. follow instructions accurately.
SA6. use gestures or simple words to communicate where language barriers exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. make appropriate decisions regarding the responsibilities of the job role.


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines.


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB3. build relationships with internal and external team members.


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB4.respond to ambiguity in directions and instructions.
SB5.respond to breakdown in relationships within the team.
SB6.respond to breakdowns in communications with other teams.


Analytical Skills
The user/individual on the job needs to know and understand how to:
SB7. interpret and infer data
SB8. break down complex problems into single and manageable components within
his/her area of work


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action