Unit: 1. Basic aspects of retail, sales and customer care
RETAIL MQF LEVEL 1
Learning Outcome: 1. I can undertake basic cash handling tasks under direct supervision
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Reasons :prevention of the mishandling of money; accountability;dealing with customer complaints related to change;easier process to deal with overages and underages
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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
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Factors :incorrect change; items not inputted in POS system;theft;POS system errors
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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
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Payment methods : cash;credit or debit cards; cheque;online payment
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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
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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
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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.
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Considerations : price sensitivity; competition; cost; legal constraints
Learning Outcome: 4. I can follow basic hygiene and safety practices in a supervised retail environment
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Reasons: cleanliness influences customer impressions; impact on employee motivation; maintaining stock and products; avoidance of illness and disease transmission.
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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.
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Hazards and risks: lifting hazards; strains and sprains; spillages; incorrect cable placement that can lead to tripping; incorrect use of machinery, tools or equipment.
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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.
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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
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Causes : vandalism; wastage; employee theft and fraud; shoplifting; operational or administrative errors
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Signs : Nervousness; avoiding eye contact; lingers in certain locations for a long time;leaving and returning repeatedly to the store.
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Measures : CCTV, monitoring of store areas by employees;spot checks; using special tags for products
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Dealing with security-related incidents: following store procedures; remaining calm; reporting to proper channels; avoiding confrontations; complying with local legislation.