Unit 48
Understanding the control, handling and replenishment of stock in a retail business (D/505/4201)
Summary
1 - Understand the principles of stock control
2 - Understand how to move, handle and store stock
3 - Understand procedures for replenishing stock
1 - Understand the principles of stock control
2 - Understand how to move, handle and store stock
3 - Understand procedures for replenishing stock
The learner will:
1 - Understand the principles of stock control
The learner can:
1.1 State the main purposes of stock control systems
1.2 Describe the key features of a stock control system
1.3 Identify the technology that can be used in stock control
1.4 List the benefits of effective stock control
The learner will:
2 - Understand how to move, handle and store stock
The learner can:
2.1 Identify the different techniques and methods for moving stock including how it is kept secure
2.2 Identify the different techniques and methods for handling stock including how it is kept secure
2.3 Identify the different techniques and methods for storing stock including how it is kept secure
2.4 State where and in what conditions different types of stock should be stored
2.5 Identify procedures for dealing with the removal of waste
2.6 State why it is important to follow procedures for dealing with the removal of waste
The learner will:
3 - Understand procedures for replenishing stock
The learner can:
3.1 State why accurate pricing and ticketing of stock is important
1 - Understand the principles of stock control
The learner can:
1.1 State the main purposes of stock control systems
1.2 Describe the key features of a stock control system
1.3 Identify the technology that can be used in stock control
1.4 List the benefits of effective stock control
The learner will:
2 - Understand how to move, handle and store stock
The learner can:
2.1 Identify the different techniques and methods for moving stock including how it is kept secure
2.2 Identify the different techniques and methods for handling stock including how it is kept secure
2.3 Identify the different techniques and methods for storing stock including how it is kept secure
2.4 State where and in what conditions different types of stock should be stored
2.5 Identify procedures for dealing with the removal of waste
2.6 State why it is important to follow procedures for dealing with the removal of waste
The learner will:
3 - Understand procedures for replenishing stock
The learner can:
3.1 State why accurate pricing and ticketing of stock is important
Unit 49
Understanding the business of retail (T/505/4205)
Summary
1 - Understand how retail outlets differ in size and type
2 - Understand the range of retail occupations
3 - Understand the retail supply chain
4 - Understand the contribution which the retail sector makes to the economy of the United Kingdom
5 - Understand how customers’ concerns influence the products and services offered by retailers
1 - Understand how retail outlets differ in size and type
2 - Understand the range of retail occupations
3 - Understand the retail supply chain
4 - Understand the contribution which the retail sector makes to the economy of the United Kingdom
5 - Understand how customers’ concerns influence the products and services offered by retailers
The learner will:
1 - Understand how retail outlets differ in size and type
The learner can:
1.1 List the different retail channels and state the main features of each one
1.2 Identify the sizes and types of retail outlets typically found in a variety of retail locations
The learner will:
2 - Understand the range of retail occupations
The learner can:
2.1 State how retail occupations differ between small, medium and large retail businesses
2.2 Identify the usual entry points and progression opportunities for a variety of retail occupations
2.3 Outline the skills, personal attributes and behaviours required for a range of retail occupations
The learner will:
3 - Understand the retail supply chain
The learner can:
3.1 List the sources from which retailers obtain products
3.2 Outline the key stages of a product’s journey through the supply chain
The learner will:
4 - Understand the contribution which the retail sector makes to the economy of the United Kingdom
The learner can:
4.1 Outline the size of the retail sector in the United Kingdom
The learner will:
5 - Understand how customers’ concerns influence the products and services offered by retailers
The learner can:
5.1 Outline environmental issues of concern to retail customers
5.2 Outline ethical issues of concern to retail customers
5.3 List the main advantages to retailers of being responsive to customers’ environmental and ethical concerns
1 - Understand how retail outlets differ in size and type
The learner can:
1.1 List the different retail channels and state the main features of each one
1.2 Identify the sizes and types of retail outlets typically found in a variety of retail locations
The learner will:
2 - Understand the range of retail occupations
The learner can:
2.1 State how retail occupations differ between small, medium and large retail businesses
2.2 Identify the usual entry points and progression opportunities for a variety of retail occupations
2.3 Outline the skills, personal attributes and behaviours required for a range of retail occupations
The learner will:
3 - Understand the retail supply chain
The learner can:
3.1 List the sources from which retailers obtain products
3.2 Outline the key stages of a product’s journey through the supply chain
The learner will:
4 - Understand the contribution which the retail sector makes to the economy of the United Kingdom
The learner can:
4.1 Outline the size of the retail sector in the United Kingdom
The learner will:
5 - Understand how customers’ concerns influence the products and services offered by retailers
The learner can:
5.1 Outline environmental issues of concern to retail customers
5.2 Outline ethical issues of concern to retail customers
5.3 List the main advantages to retailers of being responsive to customers’ environmental and ethical concerns
Unit 50
Using fax machines and photocopiers (D/505/0827)
Summary
1 - Understand the importance of customer service to a retail business
2 - Understand what gives customers a positive initial impression of a retail business and its staff
3 - Understand how customer service is adapted to meet the needs of individual customers
4 - Understand the importance of communication to the delivery of customer service
5 - Understand a variety of customer complaints and problems
1 - Understand the importance of customer service to a retail business
2 - Understand what gives customers a positive initial impression of a retail business and its staff
3 - Understand how customer service is adapted to meet the needs of individual customers
4 - Understand the importance of communication to the delivery of customer service
5 - Understand a variety of customer complaints and problems
The learner will:
1 - Understand the importance of customer service to a retail business
The learner can:
1.1 State what is meant by customer service in a retail business
1.2 Outline how customer service contributes to the success of a retail business
The learner will:
2 - Understand what gives customers a positive initial impression of a retail business and its staff
The learner can:
2.1 Outline the factors which contribute to a customer’s initial impression of a retail business
2.2 Outline how the staff of a retail business can help to give customers a positive initial impression
The learner will:
3 - Understand how customer service is adapted to meet the needs of individual customers
The learner can:
3.1 List the types of service which customers may need
3.2 List the main ways of meeting customers’ needs for service
The learner will:
4 - Understand the importance of communication to the delivery of customer service
The learner can:
4.1 Outline how written communication can contribute to the effectiveness of customer service
4.2 Outline how spoken communication and body language can contribute to the effectiveness of customer service
4.3 State how different types of questions can be used to find out what customers need
4.4 State why it is important to listen to customers
The learner will:
5 - Understand a variety of customer complaints and problems
The learner can:
5.1 List the main types of customer complaints and problems
5.2 Identify solutions to typical customer complaints and problems
5.3 Outline the ways in which the law protects the rights of consumers
1 - Understand the importance of customer service to a retail business
The learner can:
1.1 State what is meant by customer service in a retail business
1.2 Outline how customer service contributes to the success of a retail business
The learner will:
2 - Understand what gives customers a positive initial impression of a retail business and its staff
The learner can:
2.1 Outline the factors which contribute to a customer’s initial impression of a retail business
2.2 Outline how the staff of a retail business can help to give customers a positive initial impression
The learner will:
3 - Understand how customer service is adapted to meet the needs of individual customers
The learner can:
3.1 List the types of service which customers may need
3.2 List the main ways of meeting customers’ needs for service
The learner will:
4 - Understand the importance of communication to the delivery of customer service
The learner can:
4.1 Outline how written communication can contribute to the effectiveness of customer service
4.2 Outline how spoken communication and body language can contribute to the effectiveness of customer service
4.3 State how different types of questions can be used to find out what customers need
4.4 State why it is important to listen to customers
The learner will:
5 - Understand a variety of customer complaints and problems
The learner can:
5.1 List the main types of customer complaints and problems
5.2 Identify solutions to typical customer complaints and problems
5.3 Outline the ways in which the law protects the rights of consumers
Unit 51
Understanding the retail selling process (J/505/4208)
Summary
1 - Understand the selling process
2 - Understand how to find out what the customer wants
3 - Understand how product information can be used to promote sales
1 - Understand the selling process
2 - Understand how to find out what the customer wants
3 - Understand how product information can be used to promote sales
The learner will:
1 - Understand the selling process
The learner can:
1.1 Identify the key steps of the selling process
1.2 Outline the key skills and qualities required of successful sales staff
The learner will:
2 - Understand how to find out what the customer wants
The learner can:
2.1 State when and how to acknowledge, greet and approach customers
2.2 State how to find out what customers want
The learner will:
3 - Understand how product information can be used to promote sales
The learner can:
3.1 List common concerns a customer may have when buying a product
3.2 State how providing information about the product can increase its attractiveness to the customer
3.3 Describe the difference between the features and benefits of products
3.4 Identify basic rules for demonstrating products to customers
3.5 State where to obtain different types of product information
1 - Understand the selling process
The learner can:
1.1 Identify the key steps of the selling process
1.2 Outline the key skills and qualities required of successful sales staff
The learner will:
2 - Understand how to find out what the customer wants
The learner can:
2.1 State when and how to acknowledge, greet and approach customers
2.2 State how to find out what customers want
The learner will:
3 - Understand how product information can be used to promote sales
The learner can:
3.1 List common concerns a customer may have when buying a product
3.2 State how providing information about the product can increase its attractiveness to the customer
3.3 Describe the difference between the features and benefits of products
3.4 Identify basic rules for demonstrating products to customers
3.5 State where to obtain different types of product information
Riverside College - CRMZ Centre - Kingsway - Widnes
