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Unit: 1. Basic aspects of retail, sales and customer care


Learning Outcome: 1. I can undertake basic cash handling tasks under direct supervision

1.I can list reasons for good cash handling procedures
Reasons :prevention of the mishandling of money; accountability;dealing with customer complaints related to change;easier process to deal with overages and underages
1. I can recognise the steps to balance a cash drawer
Steps to balance a cash drawer :counting the cash float; taking the cash drawer to a secure place;filling out the cash or cash drawer report; reconciliation and handing over
2. I can list the factors that might lead to overages and underages in cash handling
Factors :incorrect change; items not inputted in POS system;theft;POS system errors
1. I can demonstrate basic cash handling skills under direct supervision
Supervised Cash Handling :following the correct procedures to balance the cash drawer ; Referring to the supervisor for confirmation and final decisions.

Learning Outcome: 2. I can describe the basic elements related to the handling of customer payments

3. I can label different payment methods that customers use to pay for retail purchases
Payment methods : cash;credit or debit cards; cheque;online payment
2. I can identify examples of service provision tasks at a point of sale
Examples of service provision at a point of sale: eg. maintaining a secure environment,processing cash payments,using appropriate tools to check for counterfeit money,processing of card payments, requesting pin or siganture for card payments,dealing with card problems or issues with change,providing information about return procedures or offers
2. I can demonstrate the processing of  payments under direct supervision
Supervised payment processing : Identifying the correct procedure according to payment method;checking for counterfeit money;dealing successfully with any problems and refering to the supervisor;providing correct information

Learning Outcome: 3. I can recall basic financial terms and processes used in retail

4. I can list key financial and accounting terms used in retail
Key terms : credit and debit; costs; break-even; profit and loss and the balance sheet; cash flow; mark-up and mark-down; gross profit and net profit; inventory turnover.
5. I can list considerations taken by retailers in setting a retail price
Considerations : price sensitivity; competition; cost; legal constraints

Learning Outcome: 4. I can follow basic hygiene and safety practices in a supervised retail environment

6. I can recall reasons why a retail store should maintain a clean environment.
Reasons: cleanliness influences customer impressions; impact on employee motivation; maintaining stock and products; avoidance of illness and disease transmission.
3. I can describe examples of good housekeeping practices in a retail store
Examples of good housekeeping practices : Eg. maintaining a cleaning schedule, keeping store entrance clean, maintaining a clean front door, cleaning all shelves and displays, keeping back areas clean, keeping payment area clean,remove obstructions,avoid spillages, cleaning of water and dirt during wet weather,keeping things in proper place and putting away after use,maintain a litter free environment, guiding customers during cleaning process.
7. I can label potential hazards and risks in a retail environment
Hazards and risks: lifting hazards; strains and sprains; spillages; incorrect cable placement that can lead to tripping; incorrect use of machinery, tools or equipment.
4.  I can describe how to assist in the event of an emergency situation
Assisting in an emergencysituation : Reporting to a supervisor or senior staff; helping other colleagues in the event of a fire; Locating the first aid kit and providing supervised assistance in a medical emergency; assisting in a retail store evacuation.
3. I can demonstrate how to minimise health risks when lifting and carrying loads, pushing and pulling.

Minimising health risks: correct lifting and carrying of loads; correct pushing and pulling; taking appropriate measures to protect one's back; identification of load limits.

Learning Outcome: 5. I can describe basic security and safety measures in retail

8. I can list causes of retail loss and shrinkage
Causes : vandalism; wastage; employee theft and fraud; shoplifting; operational or administrative errors
9. I can list the signs shown by a potential shop lifter
Signs : Nervousness; avoiding eye contact; lingers in certain locations for a long time;leaving and returning repeatedly to the store.
10. I can label measures used to prevent retail loss and maintain overall security in retail
Measures : CCTV, monitoring of store areas by employees;spot checks; using special tags for products
5. I can describe how to deal with security related incidents

Dealing with security-related incidents: following store procedures; remaining calm; reporting to proper channels; avoiding confrontations; complying with local legislation.

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