L CERTIFICATE IN RETAIL (CUSTOMER SERVICE AND SALES SUPPORT)

Transcription

1 Fiji Higher Education Commission UNIT STANDARDS NATIONAL CERTIFICATE IN RETAIL (CUSTOMER SERVICE AND SALES SUPPORT) QUALIFICATION LEVEL 2

2 Title Demonstrate knowledge of products and product information in a retail environment Code RT00012 Level 2 Credits 5 Purpose People credited with this unit standard are able to: demonstrate knowledge of product information in a retail environment; and demonstrate knowledge of products in a retail environment. This unit standard has been developed primarily for assessment within programmes leading to the National Certificate in Retail (Customer Service and Sales Support) (Level 2) [Ref: NCRT2] Classification Business and Commerce > Merchandising > Retail Critical health and safety prerequisites All activities comply with legislation and enterprise requirements. Recommended skills and knowledge The following knowledge underpins this unit standard. It is anticipated an accredited provider will develop and deliver the required curriculum, communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities. Quality assurance requirements This unit standard shall only be assessed and recommended for award by workplace assessors registered with the FQC. Assessors shall comply with the national assessment and moderation requirements as set down by the FQC. Details of specific registration and accreditation requirements and the national assessment arrangements are available from the FQC on Available grade Competent Explanatory notes

3 1 Definitions Benefits the value the customer places on features of goods regardless of the price. Benefits can be anything the customer defines as of value and may or may not be features of the particular goods. Customer the recipient of goods and/or services and includes internal or external customers. Features characteristics of the goods, examples of which are country of origin, material, brand, manufacturer, price, style, colour, size, service components, costs, location, timeframes, contingency measures. Organisational procedures referred to in this unit standard may include but are not limited to the applicable procedures found in the following: organisational performance guidelines and standards; manufacturer s procedures and specifications; Government and local body legislation. Retail environment workplaces where the primary focus is on customers purchasing goods or services. 2 Legislation relevant to this unit standard includes but not limited to: Trade Standards Quality and Control Decree 1992; Fijian Competition Consumer Competition Act 2010; Commerce (Amendment) Act 2017; Consumer Credit Act 1999; Health and Safety at Work Act Outcomes and evidence requirements Outcome 1 Demonstrate knowledge of product information in a retail environment. 1.1 Potential sources of information on products are identified in terms of organisational procedures. sources of information may include but are not limited to leaflets, catalogues, websites, product packaging, magazines, specified persons, manufacturer, competitors, attending seminars, workplace training; evidence is required of three examples. 1.2 Process for maintaining product knowledge is described in terms of organisational procedures. 1.3 Customer enquiries for product knowledge are identified and described in terms of their type. evidence is required of two customer enquiries. Outcome 2

4 Demonstrate knowledge of products in a retail environment. evidence is required of two products. 2.1 Products are identified and described in terms of their origin, brand, and availability. 2.2 Product options are identified and described in terms of their specific features. 2.3 Product features are matched to customer needs in terms of the benefits for the customer. 2.4 Value-added or co-products are identified and described in terms of their relationship to the product being offered. 2.5 Sales, discounts or promotions are identified and described in terms of their impact on the pricing strategy. 2.6 Any legislative considerations or environmental considerations related to the products are identified and described in terms of legislative requirements or organisational procedures. Planned review date 30 June 2021 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 27 June 2018 Review 1 30 June 2021 Please note Providers must be granted consent to assess against standards (accredited) by FHEC, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment.

5 Providers which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.

6 Title Complete sales transactions in a retail or distribution environment Code RT00022 Level 3 Credits 5 Purpose People credited with this unit standard are able to: identify customer needs in a sales transaction; and complete sales transactions in accordance with organisational procedures. This unit standard has been developed primarily for assessment within programmes leading to the National Certificate in Retail (Customer Service and Sales Support) (Level 2) [Ref: NCRT2] Classification Business and Commerce > Merchandising > Retail Critical health and safety prerequisites All activities comply with legislation and enterprise requirements. Recommended skills and knowledge The following knowledge underpins this unit standard. It is anticipated an accredited provider will develop and deliver the required curriculum, communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities. Quality assurance requirements This unit standard shall only be assessed and recommended for award by workplace assessors registered with the FQC. Assessors shall comply with the national assessment and moderation requirements as set down by the FQC. Details of specific registration and accreditation requirements and the national assessment arrangements are available from the FQC on Available grade Competent Explanatory notes 1 Definitions

7 Benefits refer to the value the customer places on the features of the product. This is different from the price of the product. Benefits can be anything the customer defines as of value in relation to the particular product. Features refer to characteristics of the product and may include but are not limited to country of origin, material, brand, manufacturer, price, style, colour, size, service components, costs, location, timeframes, contingency measures. Organisational procedures referred to in this unit standard may include but are not limited to the applicable procedures found in the following: organisational performance guidelines and standards; Government and local body legislation. Product refers to goods and/or services sold. Sales transaction may include but is not limited to high value, multiple products, detailed product knowledge, trade-in, credit, hire purchase, layby, contract negotiation, finance options. 2 Legislation relevant to this unit standard includes but not limited to: Trade Standards Quality and Control Decree 1992; Fijian Competition Consumer Competition Act 2010; Commerce (Amendment) Act 2017; Consumer Credit Act 1999; Health and Safety at Work Act Recommended knowledge and skills: Unit RT00072, Demonstrate and apply knowledge of legislation applicable to sale of goods and services. 4 Evidence is required for two different sales transactions. Outcomes and evidence requirements Outcome 1 Identify customer needs in a sales transaction. Components of customer motivation are identified accurately. components may include but are not limited to personal, social, rational, emotional. 1.2 Interaction with customer is appropriate to customer motivation. 1.3 Customer requirements are established accurately and agreed. may include but are not limited to open questions, closed questions, suggestion, providing options, demonstration, customer involvement, opinion, testimony, story, application to specific situations. 1.4 Communication techniques for dealing with the sales transaction are applied.

8 Outcome 2 techniques may include but are not limited to persuasion, flexibility, analysis, synthesis, time management, resource management, language, manner, turning features into benefits, responding to objections, negotiation, knowledge of legislation, gaining agreement, showing or describing features and benefits, identifying future needs, identifying added value, upselling, closing; evidence for three techniques across the two transactions. Complete sales transactions in accordance with organisational procedures. 2.1 Information provided to customer about products is appropriate to the level of detail required. 2.2 Any disclosure of conditions of sale is agreed with customers. may include but not limited to trade-ins, warranties, insurance, finance options, layby, hire purchase, after sales service, payment options. Planned review date 30 June 2021 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 27 June 2018 Review 1 30 June 2021 Please note Providers must be granted consent to assess against standards (accredited) by FHEC, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment.

9 Title Maintain stock in a retail or distribution facility Code RT00032 Level 3 Credits 15 Purpose People credited with this unit standard are able to: maintain stock in a retail or distribution facility. This unit standard has been developed primarily for assessment within programmes leading to the National Certificate in Retail (Customer Service and Sales Support) (Level 2) [Ref: NCRT2] Classification Business and Commerce > Merchandising > Retail Critical health and safety prerequisites All activities comply with legislation and enterprise requirements. Recommended skills and knowledge The following knowledge underpins this unit standard. It is anticipated an accredited provider will develop and deliver the required curriculum, communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities. Quality assurance requirements This unit standard shall only be assessed and recommended for award by workplace assessors registered with the FQC. Assessors shall comply with the national assessment and moderation requirements as set down by the FQC. Details of specific registration and accreditation requirements and the national assessment arrangements are available from the FQC on Available grade Competent Explanatory notes 1 Definitions Distribution facility refers to a workplace where the primary focus is on storage and distribution of stock.

10 Organisational procedures referred to in this unit standard may include but are not limited to the applicable procedures found in the following: organisational performance guidelines and standards; Government and local body legislation. Retail facility refers to a workplace where the primary focus is on customers purchasing goods and/or services. Security breach refers to an act that goes against or breaks security policies or procedures as defined by law or by the organisational procedures. Stock control data may include but is not limited to description, code, unit price, discount, size, quantity, range, availability, status, mark-up, supplier details, tracking, special requirements. 2 Any relevant Acts, regulations, and bylaws must be complied with during assessment against this standard. Outcomes and evidence requirements Outcome 1 Maintain stock in a retail or distribution facility. 1.1 Factors determining quantity of stock to be held are interpreted in accordance with organisational procedures. factors may include but are not limited to sales history, variable deliveries, bulk discounts, reduction of operational risk, reduced purchasing cycle, variation in value, flexibility of output, specials, promotions, seasonal requirements, lead times, re-order levels; evidence for five factors is required. 1.2 Factors determining storage costs are related in accordance with organisational procedures. factors may include but are not limited to stock capital cost, materials handling costs, over-ordering, stock rotation, administrative costs, insurance costs, rent, lease, security; evidence for four factors is required. 1.3 Stock management procedures are applied in accordance with organisational procedures. may include but is not limited to identification, storage and display, quantity, status of stock, stock ordering, stock security; evidence for two stock lines is required.

11 1.4 Stock designated for display is selected and displayed in accordance with organisational procedures. techniques for selection may include but are not limited to product code, name, type, cost, purchase date, season, use-by date, best-before date, special requirements; evidence for two techniques for each of two stock lines is required. 1.5 The characteristics and functions of stock management systems are interpreted. functions may include but are not limited to control of supply or flow of goods, quality of stock, distribution of stock, availability of stock, supply of information about stock, obsolete stock, stock rotation, identification of stock losses; evidence for four functions of control is required. 1.6 Stock control data is maintained in accordance with organisational procedures. access, security, entering data, deleting data, changing data, confirming data, generating reports. 1.7 Any documentation related to maintaining stock control is completed and filed in accordance with organisational procedures. 1.8 Required quality standards for handling and storage of stock are applied in accordance with organisational procedures. environment, storage, handling, accessibility. 1.9 Stock is monitored to identify risks to quality, and risk management procedures are actioned in accordance with organisational procedures Samples of stock are inspected for compliance with specified standards and noncompliant items are actioned in accordance with organisational procedures Stock is counted and recorded in accordance with organisational procedures. may include but is not limited to periodic, perpetual, spot-check Risks of security breach to stock are identified and risk management procedures are applied in accordance with organisational procedures. risks include but are not limited to theft, fraud, damage, wastage, accident, environmental factors, clerical errors; evidence of four risks with risk management for each.

12 1.13 Special measures for maintaining the security of high-risk or high-value stock lines are described in accordance with organisational procedures. Planned review date 30 June 2021 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 27 June 2018 Review 1 30 June 2021 Please note Providers must be granted consent to assess against standards (accredited) by FHEC, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Providers which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.

13 Title Demonstrate knowledge of security systems and procedures used in a retail or distribution environment Code RT00042 Level 2 Credits 4 Purpose People credited with this unit standard are able to: demonstrate knowledge of the purpose and principal characteristics of security systems used in a retail or distribution environment.; and demonstrate knowledge of procedures to ensure the security of cash and valuable items, and procedures for managing risks to personnel in a retail or distribution environment. This unit standard has been developed primarily for assessment within programmes leading to the National Certificate in Retail (Customer Service and Sales Support) (Level 2) [Ref: NCRT2] Classification Business and Commerce > Merchandising > Retail Critical health and safety prerequisites All activities comply with legislation and enterprise requirements. Recommended skills and knowledge The following knowledge underpins this unit standard. It is anticipated an accredited provider will develop and deliver the required curriculum, communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities. Quality assurance requirements This unit standard shall only be assessed and recommended for award by workplace assessors registered with the FQC. Assessors shall comply with the national assessment and moderation requirements as set down by the FQC. Details of specific registration and accreditation requirements and the national assessment arrangements are available from the FQC on Available grade Competent

14 Explanatory notes 1 Legislation relevant to this unit standard includes but is not limited to: Trade Standards Quality Control Decree 1992, Fijian Consumer Competition Act 2010, Commerce (Amendment) Act 2017, Consumer Credit Act 1999, Occupational Health and Safety Work Act. 2 Definitions Distribution environment refers to a workplace where the primary focus is on storage and distribution of stock. Organisational procedures referred to in this unit standard may include but are not limited to the applicable procedures found in the following: organisational performance guidelines and standards; manufacturer s procedures and specifications; Government and local body legislation. Retail environment refers to workplaces where the primary focus is on customers purchasing goods or services. Outcomes and evidence requirements Outcome 1 Demonstrate knowledge of the purpose and principal characteristics of security systems used in a retail or distribution environment. 1.1 The purpose and principal characteristics of physical security systems are explained in accordance with organisational procedures. may include but is not limited to customer surveillance, customer flow, stock protection, site lock up, site layout, product placement and display. 1.2 The purpose and principal characteristics of electronic security systems are explained in accordance with manufacturer s specifications and organisational procedures. may include but is not limited to access, control systems, customer surveillance and monitoring systems, intruder alarm systems, article surveillance systems. Outcome 2 Demonstrate knowledge of procedures to ensure the security of cash and valuable items, and procedures for managing risks to personnel in a retail or distribution environment.

15 2.1 Security procedures for the handling of cash and valuable items are described in accordance with organisational procedures. evidence of three procedures is required. 2.2 Threats or potential threats to the security of cash and valuable items are described in accordance with organisational procedures. evidence of three threats or potential threats is required. 2.3 Ways to manage and minimise risks to self and others when the security of cash and valuable items are at risk are explained in accordance with organisational procedures. Planned review date 30 June 2021 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 27 June 2018 Review 1 30 June 2021 Please note Providers must be granted consent to assess against standards (accredited) by FHEC, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Providers which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.

16 Title Demonstrate knowledge of cash handling in a retail environment Code RT00052 Level 2 Credits 4 Purpose People credited with this unit standard are able to: demonstrate knowledge of processing customer payments in a retail environment; and demonstrate knowledge of cash security in a retail environment. This unit standard has been developed primarily for assessment within programmes leading to the National Certificate in Retail (Customer Service and Sales Support) (Level 2) [Ref: NCRT2] Classification Business and Commerce > Merchandising > Retail Critical health and safety prerequisites All activities comply with legislation and enterprise requirements. Recommended skills and knowledge The following knowledge underpins this unit standard. It is anticipated an accredited provider will develop and deliver the required curriculum, communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities. Quality assurance requirements This unit standard shall only be assessed and recommended for award by workplace assessors registered with the FQC. Assessors shall comply with the national assessment and moderation requirements as set down by the FQC. Details of specific registration and accreditation requirements and the national assessment arrangements are available from the FQC on Available grade Competent Explanatory notes 1 Definitions

17 EFTPOS electronic funds transfer at point of sale. Organisational procedures referred to in this unit standard may include but are not limited to the applicable procedures found in the following: organisational performance guidelines and standards; manufacturer s procedures and specifications; Government and local body legislation. Retail environment workplaces where the primary focus is on customers purchasing goods and/or services. Takings cash (coins, banknotes), cheques, company sales vouchers, credit card vouchers, debit card vouchers, gift vouchers, foreign currency, travellers cheques, EFTPOS payment received through sales transactions. 2 Legislation relevant to this unit standard includes but is not limited to: Trade Standards Quality Control Decree 1992, Fijian Consumer Competition Act 2010, Commerce (Amendment) Act 2017, Consumer Credit Act 1999, Occupational Health and Safety Work Act. Outcomes and evidence requirements Outcome 1 Demonstrate knowledge of processing customer payments in a retail environment. Performance criteria a. Point of sale equipment is identified and described in terms of its type and function. point of sale equipment may include but is not limited to scanners, key pad operated registers, EFTPOS terminals, credit card processing equipment, cash drawer and float; evidence is required of two examples. b. Process of opening and closing the point of sale equipment is described in terms of organisational procedures. process may include but is not limited to time, access, password, security, cash reconciliation; evidence is required of two examples. c. Process for processing customer payments is described in terms of the required steps. steps include but are not limited to greeting customer, entering and confirming the price, determining payment method, receiving the payment, providing change where required, providing receipt, farewelling customer.

18 1.4 Process for completing reconciliations is described in terms of organisational procedures. Outcome 2 Demonstrate knowledge of cash security in a retail environment. Performance criteria 2.1 Procedures in the event of robbery and or theft are described in terms of organisational procedures. procedures may include but are not limited to keeping calm, refraining from making sudden movements, doing what the offender demands, memorising details about the offender, noting the method and direction of escape. Planned review date 30 June 2021 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 27 June 2018 Review 1 30 June 2021 Please note Providers must be granted consent to assess against standards (accredited) by FHEC, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Providers which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.

19 Title Use safe work practices in a retail environment under supervision Code RT00062 Level 2 Credits 3 Purpose People credited with this unit standard are able to: handle stock safely in a retail environment under supervision; and follow safe working practices in a retail environment under supervision. This unit standard has been developed primarily for assessment within programmes leading to the National Certifcate in Retail (Customer Service and Sales Support) (Level 2) [Ref: NCRT2]. Classification Business and Commerce > Merchandising > Retail Critical health and safety prerequisites All activities comply with legislation and enterprise requirements. Recommended skills and knowledge The following knowledge underpins this unit standard. It is anticipated an accredited provider will develop and deliver the required curriculum, communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities. Quality assurance requirements This unit standard shall only be assessed and recommended for award by workplace assessors registered with the FQC. Assessors shall comply with the national assessment and moderation requirements as set down by the FQC. Details of specific registration and accreditation requirements and the national assessment arrangements are available from the FQC on Available grade Competent Explanatory notes 1 Definitions

20 Organisational procedures referred to in this unit standard may include but are not limited to the applicable procedures found in the following: organisational performance guidelines and standards; manufacturer s procedures and specifications; Government and local body legislation. Retail environment workplaces where the primary focus is on customers purchasing goods or services. 2 All tasks are to be carried out in accordance with organisational procedures, the organisation being the enterprise carrying out the work. 3 Legislation relevant to this unit standard includes but is not limited to: Health and Safety at Work Act Candidates must act professionally, ethically, and with cultural sensitivity during assessment against this standard. This will include compliance with relevant legislation and organisational requirements. 5 This unit standard may be assessed against in a simulated situation that reflects a realistic workplace environment. Outcomes and evidence requirements Outcome 1 Handle stock safely in a retail environment under supervision. 1.1 Safe lifting practices are used in accordance with the Code of Practice. 1.2 Goods are stacked and arranged in accordance with the Code of Practice. 1.3 Equipment is used safely. Outcome 2 Follow safe working practices in a retail environment under supervision. 2.1 Work practices minimising the risk of fatigue and occupational overuse syndrome (OOS) are used. 2.2 Work breaks are used to minimise risk of fatigue and repetitive strain injury. 2.3 Working area is tidy, free from hazards, and facilities are set up comfortably and safely to minimise risk of fatigue and OOS.

21 2.4 Recommended stress relieving and stress minimising exercises are carried out. Planned review date 30 June 2021 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 27 June 2018 Review 1 30 June 2021 Please note Providers must be granted consent to assess against standards (accredited) by FHEC, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Providers which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.

22 Title Demonstrate and apply knowledge of legislation applicable to sale of goods and services Code Level 2 Credits 4 Purpose People credited with this unit standard are able to able to: demonstrate knowledge of legislation applicable to the sale of goods and services; and apply legislation relevant to a retail environment. This unit standard has been developed primarily for assessment within programmes leading to the National Certificate in Retail (Customer Service and Sales Support) (Level 2) [Ref: NCRT2] Classification Business and Commerce > Merchandising > Retail Critical health and safety prerequisites All activities comply with legislation and enterprise requirements. Recommended skills and knowledge The following knowledge underpins this unit standard. It is anticipated an accredited provider will develop and deliver the required curriculum, communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities. Quality assurance requirements This unit standard shall only be assessed and recommended for award by workplace assessors registered with the FQC. Assessors shall comply with the national assessment and moderation requirements as set down by the FQC. Details of specific registration and accreditation requirements and the national assessment arrangements are available from the FQC on Available grade Competent Explanatory notes 1 Definitions

23 Organisational procedures referred to in this unit standard may include but are not limited to the applicable procedures found in the following: organisational performance guidelines and standards; manufacturer s procedures and specifications; Government and local body legislation. Retail environment workplaces where the primary focus is on customers purchasing goods or services. 2 Information on legislation applicable to sale of goods and services is available from the Ministry of Industry, Trade and Tourism and the Ministry (MITT). 3 Legislation relevant to this unit standard includes but is not limited to: Trade Standards Quality and Control Decree 1992; Fijian Competition Consumer Competition Act 2010; Commerce (Amendment) Act 2017; Consumer Credit Act 1999; Health and Safety at Work Act This unit standard may be assessed against in a simulated situation that reflects a realistic workplace environment. Outcomes and evidence requirements Outcome 1 Demonstrate knowledge of legislation applicable to the sale of goods and services. 1.1 Legislation applicable to the sale of goods and services is identified and described in terms of the key provisions. 1.2 Situations requiring the application of legislation applicable to the retail industry are identified in terms of organisational procedures. evidence is required of two situations. 1.3 Complex situations occurring in a retail industry context requiring referral to higher authority for the interpretation of legal issues are identified in terms of organisational procedures. evidence is required of two situations. Outcome 2 Apply legislation relevant to a retail environment.

24 2.1 Requirements of current legislation are followed in accordance with organisational procedures. 2.2 Information is provided to customers on the provisions of legislation in specific situations in accordance with organisational procedures. evidence is required of two situations. Planned review date 30 June 2021 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 27 June 2018 Review 1 30 June 2021 Please note Providers must be granted consent to assess against standards (accredited) by FHEC, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Providers which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.

25 Title Establish and maintain positive customer service interactions in a retail environment Code RT00082 Level 2 Credits 2 Purpose People credited with this unit standard are able to able to: establish and maintain positive customer service interactions in a retail environment. This unit standard has been developed primarily for assessment within programmes leading to the National Certificate in Retail (Customer Service and Sales Support) (Level 2) [Ref: NCRT2] Classification Business and Commerce > Merchandising > Retail Critical health and safety prerequisites All activities comply with legislation and enterprise requirements. Recommended skills and knowledge The following knowledge underpins this unit standard. It is anticipated an accredited provider will develop and deliver the required curriculum, communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities. Quality assurance requirements This unit standard shall only be assessed and recommended for award by workplace assessors registered with the FQC. Assessors shall comply with the national assessment and moderation requirements as set down by the FQC. Details of specific registration and accreditation requirements and the national assessment arrangements are available from the FQC on Available grade Competent Explanatory notes 1 Definitions

26 Customer may include but is not limited to internal customers, external customers, guests. Customer interactions may include but are not limited to face to face, by telephone, by , by social media. Interaction is the activity of being with and talking to other people and the way they react to each other. Customer service any actions taken by a person to meet the needs and expectations of the customer. Organisational procedures referred to in this unit standard may include but are not limited to the applicable procedures found in the following: organisational performance guidelines and standards; manufacturer s procedures and specifications; Government and local body legislation. Retail environment workplaces where the primary focus is on customers purchasing goods or services. 2 Any relevant Acts, regulations, and bylaws must be complied with during assessment against this standard. 3 Evidence is required for two customer interactions. This unit standard can be assessed against in a simulated situation that reflects a realistic workplace environment. Outcomes and evidence requirements Outcome 1 Establish and maintain positive customer service interactions in a retail environment. 1.1 Customer presence is acknowledged in accordance with organisational procedures. acknowledgement may include but is not limited to specified time, distance into store, standard greeting, manner; evidence is required for two examples. 1.2 Non-verbal communication behaviour with customer is consistent with positive customer interactions. 1.3 Verbal communication with customer is conducted with focus on maintaining positive customer interactions. verbal communication may include but is not limited to greeting, attentiveness, speaking clearly, avoiding interruptions, physical space (personal space), excusing oneself clearly and politely; evidence is required for two examples.

27 1.4 Communication with customer is maintained in challenging interactions. challenging interactions may include but are not limited to customer anger, customer confusion, customer slowness, customer impatience, customer over-friendliness; communication with customer may include but is not limited to attentiveness, posture, facial expression, energy level, voice tone, concentration, listening, timely response; evidence is required for one challenging interaction. 1.5 Customer interaction is closed in accordance with organisational procedures. Planned review date 30 June 2021 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 27 June 2018 Review 1 30 June 2021 Please note Providers must be granted consent to assess against standards (accredited) by FHEC, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Providers which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.

28 Title Maintain personal presentation and a positive attitude in a workplace involving customer contact Code CG Level 2 Credits 3 Purpose People credited with this unit standard are able to able to: Describe personal hygiene and presentation requirements for a workplace involving customer contact. Describe factors that project a positive attitude in a workplace involving customer contact. Present a positive image in a workplace involving customer contact. Maintain personal presentation and a positive attitude in a workplace involving customer contact. This unit standard has been developed for assessment within programmes where work and or study skill are an intergral component. Classification Core Generic>Work and Study Skills Critical health and safety prerequisites All activities comply with legislation and enterprise requirements. Recommended skills and knowledge The following knowledge underpins this unit standard. It is anticipated an accredited provider will develop and deliver the required curriculum, communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities. Quality assurance requirements This unit standard shall only be assessed and recommended for award by workplace assessors registered with the FQC. Assessors shall comply with the national assessment and moderation requirements as set down by the FQC. Details of specific registration and accreditation requirements and the national assessment arrangements are available from the FQC on

29 Available grade Competent Explanatory notes 1 Definitions Workplace refers to a place of paid or voluntary employment. Workplace requirements include any legal requirements, standards, codes of practice, company and/or site procedures and any industry best practice documents. Customer refers to both internal and external customers and refers to the recipient of goods and/or services. Positive attitude refers to a willingness to assist customers and a can-do approach for meeting customer needs. Positive image is associated with professionalism and includes appropriate language, courtesy and politeness. 2 Any relevant Acts, regulations, and bylaws must be complied with during assessment against this standard. Outcomes and evidence requirements Outcome 1 Describe personal hygiene and presentation requirements for a workplace involving customer contact. 1.1 Standards of personal hygiene and personal presentation are described in accordance with workplace requirements. includes but is not limited to personal cleanliness, clothing maintenance, hair care, makeup and perfume, deodorant and antiperspirants. 1.2 Reasons for personal hygiene and presentation standards for the workplace are explained. reasons may include but are not limited to health and safety, customer satisfaction. Outcome 2 Describe factors that project a positive attitude in a workplace involving customer contact.

30 2.1 Factors that project a positive attitude towards customers are described in terms of workplace requirements. factors may include enthusiasm, helpfulness, interest, responsiveness, courtesy, politeness; Evidence of three is required. Outcome 3 Present a positive image in a workplace involving customer contact. evidence is required to show consistency of performance in the workplace over a minimum of five working days. 3.1 Positive interactions with customers are demonstrated in accordance with workplace requirements. interactions include but are not limited to using appropriate language when speaking, questioning and responding to questions; listening; facial expression; body language. 3.2 Clothing and accessories that are suitable for occupation and task are worn in accordance with workplace requirements. clothing may include but is not limited to uniforms, personal protective equipment, everyday wear. Outcome 4 Maintain personal presentation and a positive attitude in a workplace involving customer contact. evidence is required to show consistency of performance in the workplace over a minimum of five working days. 4.1 A positive attitude is maintained in all customer contact and in accordance with workplace requirements. 4.2 Dress and personal presentation standards are maintained in accordance with workplace requirements.

31 Planned review date July 2023 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 27 June 2018 Review 1 30 June 2021 Please note Providers must be granted consent to assess against standards (accredited) by FHEC, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Providers which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.