Retail Sales Specialist cum Cashier (1 years course)

Retail Sales Specialist cum Cashier click here

Brief Job Description: Individuals in this position interact with customers by giving
specialized service and product demonstrations to maximize business in a retail
environment whilst striving for continuous improvements in levels of services
rendered. They also provide service at the cashiering point by processing payments
towards purchases made by customers.

Retail Sales Specialist cum Cashier (1 years course)

Personal Attributes: The individual needs to be physically fit to withstand working in
a retail environment whilst being customer responsive towards service delivery and
processing payments accurately with speed. He/she needs to have commercial
accumen, excellent product knowledge, 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. A
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 service cash point / Point of sale (POS)
Description This OS describes the skills and knowledge required to service cash point / 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 RetailOperations
 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 whether staff are setting up and operating cash
points correctly.
PC2. look into and promptly sort out any problems with routine cash point
operations and transactions.
PC3. check whether staff are handling cash and cash equivalents efficiently
and in line with approved procedures.

PC4. authorise any refunds, cheques and credit card payments,
accurately and promptly, which need his/her authorisation.
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.

 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

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.

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.

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. 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 they 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)
A. 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:
KA12. how to check for and identify counterfeit payments.
KA13. 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:
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.

Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB7. calculate totals, fractions, discounts, refunds and rebates accurately.

Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB8. determine the impact of accepting counterfeit.
SB9. determine the impact of not collecting prescribed proof.
SB10. 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
whether these are satisfactory.

PC3. find out who can supply the goods needed and on what terms.
PC4. keep customers informed of the 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 customers 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.

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 identify 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 he/she 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.

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

The user/individual on the job needs to know and understand:
KA1. company policies and procedures for checking who owns the item.
KA2. what might happen if he/she does not check ownership properly.
KA3. terms and conditions of sale for items the store buys.
KA4. how to deal with customer objections.

KA5. how to treat customers politely during negotiations.
KA6. how to fill paperwork when buying part-exchange items.
KA7. types of payment that he/she is authorised to receive.
KA8. the procedures for authorising non-cash transactions.
KA9. how to deal with customers offering suspect payments.
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 keep cash and other payments secure.
KB2. how to check for and identify counterfeit payments.
KB3. 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:
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. evaluate the condition of the exchange.

Critical Thinking
The user/individual on the job needs to know and understand how to:
SB8. determine the impact of not capturing all details of the exchange.
SB9. determine the impact of erroneous valuation.

To process credit applications for purchases
Description This OS describes the skills and knowledge required to effectively process
credit applications for purchases.
Scope This unit applies to individuals to process credit applications for purchases in
retail operations.

 Process applications from customers for credit facilities
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
Process applications
from customers for
credit facilities

To be competent, the user/individual on the job must be able to:
PC1. identify the customer’s needs for credit facilities.
PC2. explain clearly to the customer the features and conditions of credit
facilities.

PC3. provide enough time and opportunities for the customer to ask for
clarification or more information.
PC4. fill accurate data in the documents needed to allow the customer to get
credit.
PC5. carry out the necessary credit checks and authorisation procedures
successfully.
PC6. refer difficulties in processing applications to the right person.

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 features and conditions of the credit facilities offered by the company.
KA2. legal and company requirements for giving information to customers when
offering them credit facilities.
KA3. legal and company procedures for carrying out credit checks and getting
authorisation for credit facilities.

KA4. whom to approach for advice and help in sorting out difficulties in
processing applications.

B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. how to determine the credit worthiness of an individual by using
appropriate techniques and tools.

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.

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.

.
Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB7. identify and evaluate the supporting given for credit applications.

Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB8. determine the impact of doing a thorough credit check for all applications
received.

The process payments towards customer purchases
Description This OS describes the skills and knowledge required to effectively process
payments for purchases.
Scope This unit applies to individuals to process payments for purchases in retail
operations.

 Work out the price of customer purchases
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
Work out the price of
customer purchases
To be competent, the user/individual on the job must be able to:
PC1. identify accurately the price of purchases.
PC2. sort out promptly any pricing problems by referring to pricing
information.

PC3. seek advice promptly from the right person when he/she cannot sort
out pricing problems himself/herself.
PC4. work out accurately the amount the customer should pay.

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 identify and check prices in his/her own store.
KA2. how to identify current discounts and special offers.
KA3. how to seek information and advice on pricing.
KA4. company procedures for working out payments.
KA5. relevant rights, duties and responsibilities relating to the goods sold.

B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. common methods of working out payments including point-of sale
technology, electronic calculators, Electronic Data Capture (EDC)
Machines etc.

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.

Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB7. calculate totals, fractions, discounts, refunds and rebates accurately.

Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB8. determine the impact of accepting counterfeit.
SB9. determine the impact of incorrect payments received.

To process cash and credit transactions
Description This OS describes the skills and knowledge required to effectively process cash
and credit transactions.
Scope This unit applies to individuals who process cash and credit transactions in
retail operations.

 Process customer credit
 Process payments made to customer accounts
 Reconcile customer accounts
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
Process customer
credit
To be competent, the user/individual on the job must be able to:
PC1. follow company guidelines for setting customer credit limits.
PC2. check customer accounts accurately and at suitable intervals to check
that payments are up to date.

PC3. investigate promptly the reasons for missed payments and accurately
record the findings.
PC4. identify customers who go over their credit limits and report the findings
promptly to the right person.
PC5. act promptly and within company guidelines to deal with customers who
go over their credit limits.
PC6. report to the right person the results of the action taken to deal with
customers who go over their credit limits

Process payments
made to
customer
accounts
PC7. check whether payments from customers are valid and accurate.
PC8. record payments from customers promptly and accurately.
PC9. record clearly and accurately the reasons why payments are overdue.
PC10. identify problems accurately and sort them out promptly.
PC11. tell the right person promptly about any problems that he/she cannot sort
out.

PC12. store collected payments securely and in line with company procedures.
Reconcile
customer
accounts
PC13. check whether charges made to customer accounts are correct.
PC14. check whether credits made to customer accounts are correct.
PC15. identify and sort out problems with customer accounts.
PC16. tell the right person about problems with customer accounts that he/she
cannot sort out or that are beyond his/her responsibility and control.

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 risks to the company of offering credit to customers.
KA2. company guidelines for setting customer credit limits.
KA3. how to check customer accounts effectively, including how to identify
overdue payments and customers who have gone over their credit limits.
KA4. company guidelines for managing customers who go over their credit limits.
KA5. the legal rights and obligations of customers and retailers in relation to credit.
KA6. company policies for crediting the cost of returned goods to customer
accounts.

KA7. acceptable ways for customers to make payments.
KA8. company procedures for storing cash and cash equivalents securely.
KA9. types of problem that he/she is responsible for sorting out.
KA10. the escalation matrix for problems that he/she cannot sort.

B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. how to process cash and non-cash payments.
KB2. how to find out if a customer is suitable for credit.
KB3. legal tender in the country.
KB4. how to spot counterfeit payments.
KB5. how to perform accurate financial checks.
KB6. how to reconcile customer accounts accurately.
KB7. the procedures carried out by the automated billing system.

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.

Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB7. calculate totals, fractions, discounts, refunds and rebates accurately

.
Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB8. determine the impact of accepting counterfeit.
SB9. determine the impact of incorrect payments received.

To process goods returned by customer
Description This OS describes the skills and knowledge required to process returned goods.
Scope This unit applies to individuals to keep the store secure in retail operations.

 Help customers who need to return goods
 Process returns of goods
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
Help customers who
need to return
goods

To be competent, the user/individual on the job must be able to:
PC1. check clearly and politely with the customer what goods they want to return
and their reasons.
PC2. apologise promptly if the company appears to be at fault.
PC3. follow legal & company requirements for offering replacements and refunds,
and explain these to the customer clearly & politely.
PC4. explain to the customer clearly and politely the action to be taken, and any
charges that apply.

PC5. pick out accurately the replacement goods and follow company procedures for
preparing them to be sent out.
PC6. explain to the customer accurately, clearly and politely the arrangements for
returning the unwanted goods.

Process returns of goods
PC7. check accurately the type, quantity and condition of returned goods.
PC8. give accurate and complete information to the person who can raise a credit
note or refund the payment.

PC9. update the stock control system promptly, accurately and fully.
PC10. label clearly any goods that are to be returned to the supplier or
manufacturer.

PC11. move returned goods to the correct place and position unsaleable goods
separately from sales stock.

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 reasons customers might have for returning goods.
KA2. customer’s legal rights to replacements and refunds.
KA3. company policies and procedures for replacements and refunds, including
proof of purchase.

KA4. the authority he/she has to agree to replacements and refunds, and
who to ask for help when he/she needs authorization.
KA5. how to find replacement goods.

KA6. the charges that apply when the company is not at fault.
KA7. company procedures for preparing replacement goods for sending out.
KA8. how to label goods for return to the supplier or manufacturer.
KA9. where to place returned goods that cannot be re-sold.
KA10. where to place returned goods that can be re-sold.

B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. how to update the stock control system accurately, immediately and fully
KB2. how customers should return unwanted goods.
KB3. how to raise credit notes and refund payments.

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.

Analytical Skills
The user/ individual on the job needs to know and understand how to:
SB7. isolate and identify rational reasons for goods returned.

Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB8. determine the impact of accepting all returned goods without correct reasons.
SB9. determine the impact of not updating stock control system with returned
goods.
SB10. determine the impact of mixing returned goods that are saleable with those
to be returned to the manufacturer.

To help keep the store secure
Description This OS describes the skills and knowledge required to help keep the store secure.
Scope This unit applies to individuals to help keep the store secure in retail operations.

 Help keep the retail environmentsecure
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 Help keep the retail environment secure
To be competent, the user/individual on the job must be able to:
PC1. take prompt and suitable action to reduce security risks as far as possible,
where it is within the limits of his/her responsibility and authority to do so.
PC2. follow company policy and legal requirements when dealing with security
risks.

PC3. recognise when security risks are beyond his/her authority and responsibility
to sort out, and report these risks promptly to the right person.
PC4. use approved procedures and techniques for protecting personal safety
when security risks arise.
PC5. follow company policies and procedures for maintaining security while
working.

PC6. follow company policies and procedures for making sure that security will be
maintained when he/she goes on breaks and when he/she finishes work.

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 types of security risk that can arise in the workplace.
KA2. with how much authority and responsibility he/she has to deal security
risks, including legal rights and duties.
KA3. the company policy and procedures for dealing with security risks in the
workplace.

KA4. whom to report security risks to, and how to contact them.
KA5. the company policies and procedures for maintaining security while
working.
KA6. the company policies and procedures for making sure that security will be
maintained when he/she goes on breaks and when he/she finishes work.

B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. approved procedures and techniques for ensuring personal safety when
security risks arise

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. 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 maintain health and safety at place of work
Description This OS describes the skills and knowledge required to maintain health and safety.
Scope This unit applies to individuals to maintain health and safety in retail operations.

 Identify and report accidents and emergencies
 Ensure health and safety while working
 Lift and handle goods safely
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 accidents and emergencies
To be competent, the user/individual on the job must be able to:
PC1. notice and correctly identify accidents and emergencies.
PC2. get help promptly and in the most suitable way.
PC3. follow company policy and procedures for preventing further injury while
waiting for help to arrive.
PC4. act within the limits of his/her responsibility and authority when accidents
and emergencies arise.

PC5. follow instructions given by senior staff and the emergency services.

Ensure health and safety while working
PC6. follow company procedures and legal requirements for reducing health and
safety risks as far as possible while working.
PC7. use safety equipment correctly and in the right situations.
PC8. get advice and help from the right people when he/she is concerned about
his/her ability to work safely.

Lift and handle goods safely
PC9. take suitable safety measures before lifting to protect himself/herself and
other people.
PC10. use approved lifting and handling techniques.
PC11. check whether any equipment he/she needs to use is fit for use.
PC12. use lifting and handling equipment in line with company guidelines and
manufacturers’ instructions.

PC13. plan a safe and efficient route for moving goods.
PC14. make sure that he/she understands his/her own responsibilities when he/she
asks others to help in lifting and handling operations.

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 types of accident and emergency that tend to happen in stores and
why they happen.
KA2. how to get help in the event of an accident or emergency.
KA3. action he/she can safely and usefully take while waiting for help to arrive.
KA4. health and safety risks that can arise in a store environment.
KA5. company procedures and legal requirements for reducing health and
safety risks as far as possible while working.

KA6. how to follow health and safety procedures.
KA7. safety equipment to be used and why it is required.
KA8. what he/she can lift safely.
KA9. weight of the loads he/she has to lift.
KA10. company guidelines for not lifting more than safe loads.
KA11. how to plan his/her route when moving goods including the types of obstacles
to look for and how to remove or avoid them

.
KA12. company guidelines and manufacturers’ instructions for using lifting and
handling equipment.
B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. approved techniques for safe handling and lifting.
KB2. approved procedures for using safety equipment.

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.

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 demonstrate products to customers
Description This OS describes the skills and knowledge required to demonstrate
products to customers.
Scope This unit applies to individuals to demonstrate products to customers in
retail operations.

 Demonstrate products 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 Demonstrate products to customers
To be competent, the user/individual on the job must be able to:
PC1. prepare the demonstration area and check whether it can be used safely.
PC2. check whether the required equipment and products for demonstration
are in place.

PC3. demonstrate products clearly and accurately to customers.
PC4. present the demonstration in a logical sequence of steps and stages.
PC5. cover all the features and benefits he/she thinks are needed to gain the
customer’s interest.
PC6. clear the equipment and products promptly at the end of the demonstration
and connect with the customer.

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 prepare the demonstration area effectively and check it is
safe.
KA2. how to organise demonstrations into logical steps and stages, and
how this makes demonstrations more effective.
KA3. how to communicate clear and accurate information during demonstrations.
KA4. how to clear equipment and products promptly at the end of the
demonstration and connect with the customer.

B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. the importance of demonstrations in promoting and selling products.
KB2. features and benefits of the products he/she is responsible for
demonstrating.
KB3. applicable warranty, replacement / repair.
KB4. annual maintenance costs (if applicable).

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.

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 help customers choose right products
Description This OS describes the skills and knowledge required to help customers choose
right products.
Scope This unit applies to individuals to help customers choose right products in
retail operations.

 Help customers choose products
 Check the customer’s preferences and buying decisions when making sales
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 Help customers choose products
To be competent, the user/individual on the job must be able to:
PC1. find out which product features and benefits interest individual customers
and focus on these when discussing products.
PC2. describe and explain clearly and accurately relevant product features and
benefits to customers.

PC3. compare and contrast products in ways that help customers choose the
product that best meets their needs.
PC4. check customers’ responses to his/her explanations, and confirm their
interest in the product.

PC5. encourage customers to ask questions & respond to their questions,
comments & objections in ways that promote sales & goodwill.
PC6. identify suitable opportunities to tell the customer about associated or
additional products and do so in a way that promotes sales and goodwill.
PC7. check the store constantly for security, safety and potential sales whilst
helping customers.

Check the customer’s preferences and buying decisions when making sales
PC8. give customers enough time to evaluate products and ask questions.
PC9. handle objections and questions in a way that promotes sales and keeps the
customer’s confidence.
PC10. identify the need for additional and associated products and take the
opportunity to increase sales.

PC11. acknowledge the customer’s buying decisions clearly.
PC12. explain clearly any customer rights that apply.
PC13. explain clearly to the customer where to pay for their purchases.

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 promote sales and goodwill.
KA2. how to help customers choose products.
KA3. how to explain product features and benefits to customers in ways that they
understand and find interesting.

KA4. how to check and interpret customer responses.
KA5. how to adapt explanations and respond to questions and comments in ways
that promote sales and goodwill.
KA6. how to encourage customers to ask for clarification and more information.
KA7. the risks of not paying attention to the store, in terms of security, safety and
lost sales.

KA8. how to recognise buying signals from customers.
KA9. how to handle objections and questions confidently and effectively.
KA10. legal rights and responsibilities of retailers and customers to do with
returning of unsatisfactory goods.

B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. techniques for closing the sale.
KB2. product features and benefits.

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.

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

To provide specialist support to customers facilitating purchases
Description This OS describes the skills and knowledge required to provide specialist support to
customers facilitating purchases.

Scope This unit applies to individuals to provide specialist support to customers
facilitating purchases in retail operations.

 Give customers information and advice on specialist products
 Demonstrate specialist products 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 Give customers information and advice on specialist products
To be competent, the user/individual on the job must be able to:
PC1. talk to customers politely and in ways that promote sales and goodwill.
PC2. use the information given by the customer to find out what they are looking
for.
PC3. help the customer understand the features and benefits of the products
they have shown an interest in.

PC4. explain clearly and accurately the features and benefits of products and
relate these to the customer’s needs.
PC5. promote the products that give the best match between the customer’s needs
and the store’s need to make sales.
PC6. spot and use suitable opportunities to promote other products where these
will meet the customer’s needs.

PC7. control the time he/she spends with the customer to match the value
of the prospective purchase.
PC8. check the store constantly for safety, security and potential sales
while helping individual customers.

Demonstrate specialist products to customers
PC9. find out if the customer is willing to see a demonstration.
PC10. set up demonstrations safely and in a way that disturbs other people
as little as possible.
PC11. check whether he/she has everything needed to give an effective
demonstration.
PC12. give demonstrations that clearly show the use and value of the product.
PC13. offer customers the opportunity to use the product themselves,
where appropriate.

PC14. give customers enough chance to ask questions about the products or services he/she is demonstrating to them.
PC15. check whether the store will be monitored for security, safety and
potential sales while he/she is carrying out demonstrations.

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 help customers decide what to buy by comparing and contrasting the
features, advantages and benefits of products for them.
KA2. how the time of day affects customers’ willingness to engage in conversation
with a salesperson.
KA3. how to give customers product information that is relevant to their individual
needs and interests.

KA4. how to find out which product features and benefits interest individual
customers.
KA5. how to adapt appropriate speech, body language and sales style to
appeal to different kinds of customers.
KA6. company policy on customer service and how this applies to giving
specialist information and advice to customers.

KA7. how to set up safe and effective demonstrations of the specialist products
he/she is responsible for promoting.
KA8. how to keep the customer interested during demonstrations.
KA9. how to respond to the customer’s comments and questions during
demonstrations.

B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. features and benefits of the specialist products.
KB2. advantages compared with similar products offered by competitors.
KB3. up to date product knowledge.
KB4. the importance of demonstrations in promoting and selling products.

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.

To maximize sales of goods & services
Description This OS describes the skills and knowledge required to maximise sales of
goods & services.

Scope This unit applies to individuals to maximise sales of goods & services in
retail operations.

 Identify opportunities to increase sales of particular products
 Promote particular products
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 opportunities to increase sales of particular products
To be competent, the user/individual on the job must be able to:
PC1. identify promotional opportunities and estimate their potential to increase
sales.
PC2. identify promotional opportunities which offer the greatest potential to
increase sales.

PC3. report promotional opportunities to the right person.
PC4. fill in the relevant records fully and accurately.
Promote
particular
products
PC5. tell customers about promotions clearly and in a persuasive way.
PC6. identify and take the most effective actions for converting promotional
sales into regular future sales.

PC7. gather relevant and accurate information about the effectiveness of
promotions, and communicate this information clearly to the right person.
PC8. record clearly and accurately the results of promotions.

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. seasonal trends and how they affect opportunities for sales.
KA2. how to estimate and compare the potential of promotional opportunities to
increase sales.

KA3. whom to approach about the identified promotional opportunities.
KA4. techniques for building customers’ interest in regularly buying in future the
product he/she is promoting.
KA5. how to evaluate and record the results of promotions.

B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. the difference between the features and benefits of products.
KB2. how to promote the features and benefits of products to customers.
KB3. techniques of encouraging customers to buy the product being promoted.

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.

To provide personalized sales & post-sales service support
Description This OS describes the skills and knowledge required to provide personalized
sales & post-sales service support.
Scope This unit applies to individuals to provide personalized sales & post-sales
service support in retail operations.

 Provide a personalized service
 Provide an after sales service
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
Provide a
personalized
service
To be competent, the user/individual on the job must be able to:
PC1. use available information in the client records to help prepare for
consultations.

PC2. check whether the work area is clean and tidy and that all the required
equipment are in hand before starting a consultation.
PC3. create a rapport quickly with the client at the start of the consultation.
PC4. talk and behave towards the client in ways that project the company
image effectively.
PC5. ask questions to understand the client’s buying needs, preferences and
priorities.

PC6. check tactfully, where appropriate, how much the client wants to spend.
PC7. explain clearly to the client the features and benefits of the recommended
products or services and relate these to the client’s individual needs.
PC8. identify suitable opportunities to sell additional or related products or
services that are suited to the client’s needs.

PC9. make recommendations to the client in a confident and polite way and
without pressurising them.
PC10. pace client consultations to make good use of the selling time while
maintaining good relationships with the client.
PC11. meet the company’s customer service standards while dealing with the client.

Provide an after sales service
PC12. follow the company’s procedures for keeping client records up-to-date.
PC13. record client information accurately and store it in the right places in the
company’s system.

PC14. keep client information confidential and share it only with people who
have a right to it.

PC15. keep to clients’ wishes as to how and when they may be contacted.
PC16. follow the company’s policy and procedures for contacting clients.
PC17. tell clients promptly and offer any other suitable products or
services, where promises cannot be kept.

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. company’s desired image and how to project this to clients.
KA2. how to use information in client records to prepare for client visits.
KA3. how to create and maintain a rapport with clients, both new and existing.
KA4. the types of question to ask clients to find out about their buying needs,
preferences and priorities.

KA5. how to ask clients tactfully how much they want to spend.
KA6. how to relate the features and benefits of products or services to the client’s
needs.
KA7. how to identify suitable opportunities to sell additional or related products.
KA8. how to recommend clients in a way that encourages them to accept the
recommendation, without pressurising them.

KA9. how to balance the need to make immediate sales with the need to
maintain good business relations with the client, and how to do so.
KA10. company’s customer service standards and how to apply these when
providing a personalised service to clients.

KA11. how to keep client records up-to-date and store them correctly.
KA12. company procedures for updating client records.
KA13. company systems and procedures for recording and storing client information.
KA14. relevant aspects of the data protection laws and company policy for client
confidentiality.
KA15. how to keep one’s promises to clients.

B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. brands and services, including seasonal trends, new brands or services,
promotions, stock levels, competitor comparisons, and additional services
such as store cards, gift wrapping or delivery.

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

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.

To create a positive image of self & organization in the customers mind
Description This OS describes the skills and knowledge required to create a positive image of
self & organization in the customers mind.
Scope This unit applies to individuals to create a positive image of self & organization
in the customers mind in retail operations.

 Establish effective rapport with customers
 Respond appropriately to customers
 Communicate information 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
Establish
effective rapport
with customers

To be competent, the user/individual on the job must be able to:
PC1. meet the organisation’s standards of appearance and behaviour.
PC2. greet customers respectfully and in a friendly manner.
PC3. communicate with customers in a way that makes them feel valued
and respected.

PC4. identify and confirm the customer’s expectations.
PC5. treat customers courteously and helpfully at all times.
PC6. keep customers informed and reassured.
PC7. adapt his/her behaviour to respond effectively to different customer
behaviour.

Respond
appropriately
to customers
PC8. respond promptly to a customer seeking assistance.
PC9. select the most appropriate way of communicating with customers.
PC10. check with customers whether he/she has fully understood their
expectations.

PC11. respond promptly and positively to customers’ questions and
comments.
PC12. allow customers time to consider his/her response and give further
explanation when appropriate.

Communicate
information
to customers
PC13. locate quickly information that will help customers.
PC14. give customers the information they need about the services or
products offered by the organisation.
PC15. recognise information that customers might find complicated and
check whether they fully understand.

PC16. explain clearly to customers any reasons why their needs or
expectations cannot be met.
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. organisation’s standards for appearance and behaviour.
KA2. organisation’s guidelines for how to recognise what customers want and
respond appropriately.
KA3. organisation’s rules and procedures regarding the methods of
communication used.

KA4. how to recognise when a customer is angry or confused.
KA5. organisation’s standards for timeliness in responding to customer questions
and requests for information.

B. Technical
Knowledge
NA
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.

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.

To resolve customer concerns
Description This OS describes the skills and knowledge required to resolve customer concerns.
Scope This unit applies to individuals to resolve customer concerns in retail operations.
 Spot customer service problems
 Take action to resolve customer service problems
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
Spot customer
service problems.

To be competent, the user/individual on the job must be able to:
PC1. identify the options for resolving a customer service problem.
PC2. work with others to identify and confirm the options to resolve a customer
service problem.
PC3. work out the advantages and disadvantages of each option for customers
and the organisation.

PC4. pick the best option for customers and the organisation.
PC5. identify for customers other ways that problems may be resolved if you are
unable to help.
Take action to
resolve customer
service problems

PC6. discuss and agree the options for solving the problem with customers.
PC7. take action to implement the option agreed with the customer.
PC8. work with others and the customer to make sure that any promises related
to solving the problem are kept.

PC9. keep customers fully informed about what is happening to resolve problem.
PC10. check with customers to make sure the problem has been resolved to their
satisfaction.
PC11. give clear reasons to customers when the problem has not been resolved to
their satisfaction.

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 importance of listening carefully to customers about problems
they have raised.

KA2. how to ask customers about the problem to check one’s understanding.
KA3. how to recognise repeated problems and alerting appropriate authority.
KA4. how to share customer feedback with others to identify potential problems
before they happen.

B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. how to identify problems with systems and procedures before they begin to
affect customers

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.

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

To organize the delivery of reliable service
Description This OS describes the skills and knowledge required to organise delivery of reliable
service.
Scope This unit applies to individuals to organise delivery of reliable service in
retail operations.

 Plan and organise the delivery of reliable customer service
 Review and maintain customer service delivery
 Use recording systems to maintain reliable customer service
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
Plan and organize
the delivery of
reliable customer
service

To be competent, the user/individual on the job must be able to:
PC1. plan, prepare and organize everything that is needed to deliver a variety of
services or products to different types of customers.
PC2. organize what he/she does to ensure consistency in giving prompt attention
to customers.
PC3. reorganize his/her work to respond to unexpected additional workloads.

Review and maintain customer service delivery
PC4. maintain service delivery during very busy periods and unusually quiet
periods and when systems, people or resources have let you down.
PC5. meet customers’ expectations consistently.
PC6. balance the time he/she takes with customers with the demands of other
customers seeking attention.

PC7. respond appropriately to customers when they make comments about the
products or services being offered.
PC8. alert others to repeated comments made by customers.
PC9. take action to improve the reliability of his/her service based on customer
comments.
PC10. monitor whether the action taken has improved the service given to
customers.

Use recording systems to maintain reliable customer service
PC11. record and store customer service information accurately following
organisational guidelines.
PC12. select and retrieve customer service information that is relevant, sufficient
and in an appropriate format.
PC13. locate quickly information that will help solve a customer’s query.
PC14. supply accurate customer service information to others using the most
appropriate method of communication.

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 importance of having reliable and fast information for customers and the
organisation.
KA2. organisational procedures and systems for delivering customer service
KA3. how to identify useful customer feedback.
KA4. how to communicate feedback from customers to others.
KA5. organisational procedures and systems for recording, storing, retrieving and
supplying customer service information.
KA6. legal and regulatory requirements regarding the storage of data.

B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. how to use CRM software to capture customer feedback and draw analysis.
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 time.

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.