g norms and execution of themes and plots QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR RETAIL SUB-SECTOR: E-commerce

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1 g norms and execution of themes and plots QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR RETAIL OS describe what individuals need to do, know and understand in order to carry out a particular job role or function OS are performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding A-703/704, Sagar Tech Plaza, 7th floor, Andheri Kurla Road, Sakinaka, Andheri (east), Mumbai Tel: /1/2/3/4/5 * james.raphael@rasci.in 1 P a g e Contents 1. Introduction and Contacts.. [Page 1] 2. Qualifications Pack...[Page 2] 3. Glossary of Key Terms [Page 3] 4. OS Units....[Page 4] 5. Annexure: Nomenclature for QP & OS. [37] 6. Assessment Criteria.[39] Qualifications Pack - Seller Activation Executive SECTOR: RETAIL SUB-SECTOR: E-commerce OCCUPATION: Category Management REFERENCE ID: RAS/Q 0301 Introduction ALIGNED TO: NCO-2015/ Seller Activation Executive Individuals in this position are responsible for building and managing a network of sellers for the organization Brief Job Description : This individual acts as a bridge between the e-commerce marketplace and the seller fraternity. He/she is responsible for profiling, interacting and acquiring new sellers in the market and thereafter, onboarding them to the e-commerce marketplace. In addition, he/she is also responsible for managing the already onboarded/existing sellers through query resolution and/or any other issues they may face Personal Attributes: The individual needs to be physically fit to fulfill jobs efficiently and mentally balanced to motivate himself/herself to deal with unexpected situations, if any. He/she should have service orientation and strong interpersonal skills.

2 Job Details Qualifications Pack For Seller Activation Executive Qualifications Pack Code RAS/Q 0301 Job Role Seller Activation Executive Credits(NSQF) TBD Version number 1.0 Sector Retail Drafted on 03/11/2015 Sub-sector E-commerce Last reviewed on 02/08/2016 Occupation Category Management Next review date 03/09/2019 NSQC Clearance on N.A. Job Role Role Description NSQF level Minimum Educational Qualifications Maximum Educational Qualifications Training (Suggested but not mandatory) Minimum Job Entry Age Experience Applicable National Occupational Standards (NOS) Performance Criteria Seller Activation Executive Individual in this position enrolls new sellers into the organization s e-commerce system through orientation and training on the technology platform with an aim to enhance organization s profits through increased sales 4 10 th Standard Pass Not applicable Business development, Interpersonal skills, Selling and Negotiation skills, Digital literacy 18 years NA Compulsory: 1. RAS / N0301 Conduct profiling and acquisition of sellers based on business requirement 2. RAS / N0302 Update the sellers on product promotions and orient them on operating the technology platform 3. RAS / N0303 Execute daily operational activities to enhance business and improve seller satisfaction 4. RAS / N0304 Build relationships with new sellers and strengthen relationships with existing sellers 5. RAS / N0305 Study the market and competition to improve business performance 6. RAS / N0306 Maintain good interpersonal relationships with all stakeholders 7. RAS / N0307 Comply to grooming, health and hygiene requirements of the organization Optional: N.A. As described in the relevant OS units 2

3 Acronyms Definitions Qualifications Pack For Seller Activation Executive Keywords /Terms Core / Generic Skills National Occupational Standards Description Job Role Knowledge & Understanding Occupation Occupational Standards (OS) Organizational Context Performance Criteria Qualification Pack Qualification Pack Code Scope Sector Technical Knowledge Keywords /Terms NA Description Core Skills or Generic Skills are a group of skills that are essential to perform activities and tasks defined for the job role. NOS are Occupational Standards that have been endorsed and agreed to by the Industry Leaders for various roles. Description is a short summary of the relevant content Job role defines a unique set of functions that together form a unique employment opportunity in an organization 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 is a set of job roles, which perform similar/related set of functions in an industry 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. Organizational 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 are statements that together specify the standard of performance required when carrying out a task Qualifications Pack comprises the set of OS, together with the educational, training another criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code. Qualifications Pack Code is a unique reference code that identifies a Qualifications pack. 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 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 is the specialized knowledge needed to accomplish specific designated responsibilities. Description NA 3

4 RAS/ N 0301 Conduct profiling and acquisition of sellers based on business requirement Acc Overview This unit is about knowledge and skills required to be able to conduct profiling of the sellers and effectively acquire new sellers. 4 P a g e

5 National Occupational Standard SSC/ N 0101 RAS/ N 0301 Conduct profiling and acquisition of sellers based on business requirement Acc Unit Code RAS / N 0301 Unit Title (Task) Description Scope Conduct profiling and acquisition of sellers based on business requirement This unit deals in sub tasks that list knowledge and skills required in order to be able to profile and acquire sellers effectively. This unit/task covers the following: Profiling and identifying sellers Pitching business proposition to sellers Error-free registration of sellers on the portal Getting the documentation process successfully completed Performance Criteria(PC) w.r.t. the Scope Element Profiling and identifying sellers Pitching business proposition to sellers Registration of sellers on the portal and getting the documentation process successfully completed New and improved selling tactics with an eye on market trends Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its This role is specific to seller activation in the e-commerce marketplace. Performance Criteria To be competent, the user/individual on the job must be able to: PC1. study the market to be able to identify new sellers PC2. study the prospective seller base based on product categories in the marketplace PC3. set targets to approach, explain and register sellers PC4. communicate advantages and benefits about the online platform to sellers PC5. match offer proposition with prospective clients (sellers) PC6. create relevant proposals entailing all required details about business PC7. identify prospective sellers in the organization PC8. identify critical elements of seller registration PC9. follow the process and documentation required for registration as per the company standards PC10. list down key elements of knowledge to be passed on to the sellers PC11. explain the documentation requirement and registration process to seller for undertaking business PC12. ensure accurate and timely completion of documentation process PC13. keep abreast of international operating standards for benchmarking PC14. know about success stories of comparative organizations PC15. work on self to get better at business development, selling skills, negotiation skills and customer service orientation PC16. attend regular training programs to keep self updated on technology platform enhancements The user/individual on the job needs to know and understand: KA1. offers from the organization KA2. processes of the organization KA3. advantages and benefits that can be offered to the sellers 5 P a g e

6 RAS/ N 0301 Conduct profiling and acquisition of sellers based on business requirement processes) B. Technical Knowledge Skills (S) [Optional] A. Core Skills/ Generic Skills The user/individual on the job needs to know and understand: KB1. processes involved in the business KB2. showcasing positives of the business proposition while pitching to the sellers Writing Skills The user/ individual on the job needs to know and understand how to: SA1. create proposals for registration SA2. collate simple data when required Reading Skills SA3. read and understand registration process documents SA4. read and understand information on the technology platform / portal Oral Communication (Listening and Speaking skills) SA5. follow instructions accurately SA6. communicate with internal and external customers to complete seller acquisition SA7. use gestures or simple words to communicate where language barriers exist SA8. display courteous behaviour at all times B. Professional Skills Decision Making SB1. make appropriate decisions within the purview of responsibilities of the job role Plan and Organize SB2. prepare a beat plan to visit targeted sellers SB3. plan and oraganize seller meetings through weekly calendaring Customer Centricity SB4. build customer (seller) relationships and use customer centric approach Problem Solving SB5. identify problems immediately and take up solutions quickly to resolve delays 6 P a g e

7 RAS/ N 0301 Conduct profiling and acquisition of sellers based on business requirement SB6. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB7. interpret and infer data SB8. break down complex problems into single and manageable components within his/her area of work Critical Thinking SB9. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 7 P a g e

8 RAS/ N 0301 Conduct profiling and acquisition of sellers based on business requirement NOS Version Control NOS Code RAS / N 0301 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 03/11/2015 Industry Sub-sector E-commerce Last reviewed on 02/08/2016 Occupation Category Management Next review date 03/09/ P a g e

9 RAS/ N 0302 Update the sellers on product promotions and orient them on operating the technology platform Overview This unit is about understanding the product promotions and processes that are critical for successful seller activations. 9 P a g e

10 National Occupational Standard SSC/ N 0101 RAS/ N 0302 Update the sellers on product promotions and orient them on operating the technology platform Unit Code RAS / N 0302 Unit Title Update the sellers on product promotions and orient them on operating the (Task) technology platform Description This unit is about understanding the products and processes that are critical for successful seller activations Scope This unit/task covers the following: Orienting the sellers on operating the technology platform / portal Evaluating and updating sellers on promotions Performance Criteria(PC) w.r.t. the Scope Element Orienting the sellers on operating the technology platform / portal Evaluating and updating sellers on promotions Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge This role is specific to seller activation in the e-commerce marketplace Performance Criteria To be competent, the user/individual on the job must be able to: PC1. know and understand the critical aspects of the online portal PC2. orient and train sellers on the elements of portal operation and seller panel PC3. troubleshoot simple issues that sellers face while operating the technology platform PC4. help and guide seller in uploading new products PC5. assist sellers in order processing, packaging and shipping procedures PC6. keep abreast about existing promotions PC7. evaluate promotions and advise the advantages that sellers can derive from the promotions PC8. ensure seller receives advantages and dues as per contract PC9. update self about upcoming promotions and technology applications PC10. help seller plan his work as per business information received PC11. suggest and guide new sellers about how to grow business online PC12. give promotional offers on high-end brands and bulk offers on small brands The user/individual on the job needs to know and understand: KA1. basic portal operations KA2. promotions being offered KA3. contractual norms with sellers The user/individual on the job needs to know and understand: KB1. basic mathematical skills KB2. evaluation of advantages and benefits of the promotions and business opportunity 10 P a g e

11 RAS/ N 0302 Skills (S) [Optional] A. Core Skills/ Generic Skills Writing Skills Update the sellers on product promotions and orient them on operating the technology platform The user/ individual on the job needs to know and understand how to: SA1. document advantages and benefits of promotions SA2. collate simple data when required Reading Skills SA3. read and understand information on the technology platform / portal Oral Communication (Listening and Speaking skills) SA4. follow instructions accurately SA5. communicate with sellers to orient them on the technology platform SA6. communicate with sellers to educate them about promotions SA7. use gestures or simple words to communicate where language barriers exist SA8. display courteous behaviour at all times B. Professional Skills Decision Making SB1. make appropriate decisions within the purview of responsibilities of the job role Plan and Organize SB2. make a beat plan to visit targeted sellers SB3. plan and organize seller meetings through weekly calendaring SB4. prepare work plans for the seller Customer Centricity SB5. build customer (seller) relationships and use customer centric approach Problem Solving SB6. identify problems immediately and take up solutions quickly to resolve delays SB7. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) 11 P a g e

12 RAS/ N 0302 Update the sellers on product promotions and orient them on operating the technology platform Analytical Thinking SB8. interpret and infer data SB9. break down complex problems into single and manageable components within his/her area of work Critical Thinking SB10. apply, analyze, and evaluate the information gathered from observation, experience, reasoning or communication, as a guide to thought and action 12 P a g e

13 RAS/ N 0302 Update the sellers on product promotions and orient them on operating the technology platform NOS Version Control NOS Code RAS / N 0302 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 03/11/2015 Industry Sub-sector E-commerce Last reviewed on 02/08/2016 Occupation Category Management Next review date 03/09/ P a g e

14 RAS/ N 0303 Execute daily operational activities to enhance business performance and improve seller satisfaction Overview This unit is about planning the daily activities that enhance business operations and improve seller satisfaction. 14 P a g e

15 National Occupational Standard SSC/ N 0101 RAS/ N 0303 Execute daily operational activities to enhance business performance and improve seller satisfaction Unit Code RAS / N 0303 Unit Title (Task) Description Scope Execute daily operational activities to enhance business performance and improve seller satisfaction This unit is about planning and executing daily operational activities to enhance business performance and improve seller satisfaction. This unit/task covers the following: Daily operational activities of a seller activation executive Performance Criteria(PC) w.r.t. the Scope Element Daily operational activities of a seller activation executive Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge Skills (S) [Optional] A. Core Skills/ Generic Skills This role is specific to seller activation in the e-commerce marketplace. Performance Criteria To be competent, the user/individual on the job must be able to: PC1. ensure complete tracking of seller listing on the portal PC2. complete seller training about processes, guidelines and panels to targeted sellers PC3. address seller queries and resolve concerns/issues, if any PC4. monitor and achieve targets in terms of seller registration PC5. collect, collate and share seller feedback with management PC6. use MIS reporting PC7. conduct webinars and exhibitions for sellers PC8. manage the payment cycle for sellers The user/individual on the job needs to know and understand: KA1. work processes KA2. products/services/promotions KA3. individual sales targets The user/individual on the job needs to know and understand: KB1. MIS formats for reporting KB2. tracking sales on portals Writing Skills The user/ individual on the job needs to know and understand how to: SA1. write MIS reports intelligibly SA2. collate simple data when required Reading Skills 15 P a g e

16 RAS/ N 0303 Execute daily operational activities to enhance business performance and improve seller satisfaction SA3. read and understand process documents SA4. read and understand information on the technology platform / portal SA5. read and interpret sales targets Oral Communication (Listening and Speaking skills) SA6. follow instructions accurately SA7. communicate with internal and external stakeholders to execute operational activities SA8. use gestures or simple words to communicate where language barriers exist SA9. display courteous behaviour at all times SA10. resolve customer queries and concerns B. Professional Skills Decision Making SB1. make appropriate decisions within the purview of responsibilities of the job role Plan and Organize SB2. make a plan to achieve set targets SB3. plan and oraganize seller meetings through weekly calendaring Customer Centricity SB4. build customer (seller) relationships and use customer centric approach Problem Solving SB5. identify problems immediately and take up solutions quickly to resolve delays SB6. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB7. interpret and infer data SB8. break down complex problems into single and manageable components within his/her area of work SB9. collect, collate and share customer (seller) feedback Critical Thinking SB10. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 16 P a g e

17 RAS/ N 0303 Execute daily operational activities to enhance business performance and improve seller satisfaction NOS Version Control NOS Code RAS / N 0303 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 03/11/2015 Industry Sub-sector E-commerce Last reviewed on 02/08/2016 Occupation Category Management Next review date 03/09/ P a g e

18 RAS/ N 0304 Build relationships with new sellers and strengthen relationships with existing sellers Overview This unit is about building and maintaining relationships with sellers to enhance profitability of the organization. 18 P a g e

19 National Occupational Standard SSC/ N 0101 RAS/ N 0304 Build relationships with new sellers and strengthen relationships with existing sellers Unit Code RAS / N 0304 Unit Title Build relationships with new sellers and strengthen relationships with existing sellers (Task) Description This unit deals in sub tasks that explain how to build and maintain relationship with customers to enhance profitability of the organization. Scope This unit/task covers the following: Smooth and error-free processing of seller registration documents Induction of new sellers to the organization Post sales services for existing sellers in the organization Performance Criteria(PC) w.r.t. the Scope Element Smooth and errorfree processing of seller registration documents Induction of new sellers to the organization Post sales services for existing sellers in the organization Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge This role is specific to seller activation in the e-commerce marketplace Performance Criteria To be competent, the user/individual on the job must be able to: PC1. complete all required processes from registration to onboarding to ensure smooth and complete handover of the seller to account manager PC2. help build healthy relationships between seller and account manager PC3. ensure induction material is complete in all respects PC4. take feedback on the material and incorporate the same PC5. train and orient sellers about the processes, guidelines, and panels PC6. address all seller queries and resolving concerns and issues, if any PC7. suggest and guide sellers about how to grow their business online PC8. train sellers on all documentation and reporting processes as per company policy PC9. identify the list of existing sellers who have come from different mediums PC10. understand the background of the seller accounts PC11. understand and interpret seller queries PC12. suggest solutions to address the identified queries PC13. help manage and grow their businesses The user/individual on the job needs to know and understand: KA1. products and processes KA2. sellers and ways to connect with them KA3. key account management The user/individual on the job needs to know and understand: KB1. local language KB2. basic offerings by sellers elsewhere KB3. induction programs what, how and why of the induction program 19 P a g e

20 RAS/ N 0304 Skills (S) [Optional] A. Core Skills/ Generic Skills Build relationships with new sellers and strengthen relationships with existing sellers Writing Skills The user/ individual on the job needs to know and understand how to: SA1. complete all registration related documents SA2. document feedback from the sellers SA3. collate simple data when required Reading Skills SA4. read and understand process documents, training manuals SA5. read and understand information on the technology platform / portal Oral Communication (Listening and Speaking skills) SA6. follow instructions accurately SA7. communicate with customers to effectively understand and address their queries SA8. use gestures or simple words to communicate where language barriers exist SA9. display courteous behaviour at all times B. Professional Skills Decision Making SB1. make appropriate decisions within the purview of responsibilities of the job role Plan and Organize SB2. plan smooth induction of new sellers SB3. plan and oraganize seller meetings through weekly calendaring Customer Centricity SB4. build customer (seller) relationships and use customer centric approach Problem Solving SB5. identify problems immediately and take up solutions quickly to resolve delays SB6. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) SB7. provide timely solutions to sellers queries and concerns Analytical Thinking SB8. interpret and infer seller data SB9. break down complex problems into single and manageable components within his/her area of work 20 P a g e

21 RAS/ N 0304 Build relationships with new sellers and strengthen relationships with existing sellers Critical Thinking SB10. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 21 P a g e

22 RAS/ N 0304 Build relationships with new sellers and strengthen relationships with existing sellers NOS Version Control NOS Code RAS / N 0304 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 03/11/2015 Industry Sub-sector E-commerce Last reviewed on 02/08/2016 Occupation Category Management Next review date 03/09/ P a g e

23 RAS/ N 0305 Study the market and competition to improve business performance Overview This unit is about studying and having up-to-date market and competition information to increase seller acquisition and retention. 23 P a g e

24 National Occupational Standard SSC/ N 0101 RAS/ N 0305 Study the market and competition to improve business performance Unit Code RAS / N 0305 Unit Title (Task) Description Scope Performance Criteria(PC) w.r.t. the Scope Element Study services being offered by competitors Analyse and work on market and competition information to improve business performance Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge Study the market and competition to improve business performance This unit deals in studying and having up-to-date market and competition information to increase seller acquisition. This unit/task covers the following: Study and be updated about market and competition information to improve business performance Performance Criteria To be competent, the user/individual on the job must be able to: PC1. study competitors services and their work in the area of seller activation PC2. seek information about their market share, sales and revenue figures PC3. seek information on their strengths and weaknesses PC4. seek information on any new strategies/service offerings provided by competitors PC5. identify offers/schemes that work, based on competitor study PC6. work in tandem with marketing team to help create new schemes for acquisition and maintenance of sellers PC7. collect seller feedback and provide valuable inputs to reporting manager/ business partners PC8. identify live sellers on other websites and pitch to them The user/individual on the job needs to know and understand: KA1. other competitor firms/companies in the market KA2. offers/schemes of his/her organization KA3. offers/schemes of competitor firms/companies KA4. competitor websites The user/individual on the job needs to know and understand: KB1. performance of offers/schemes KB2. operating websites to identify business partners Skills (S) [Optional] A. Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. collate simple data when required Reading Skills SA2. read and understand market and competitor information 24 P a g e

25 RAS/ N 0305 Study the market and competition to improve business performance Oral Communication (Listening and Speaking skills) SA3. follow instructions accurately SA4. communicate with internal and external customers to seek required information SA5. use gestures or simple words to communicate where language barriers exist SA6. display courteous behaviour at all times B. Professional Skills Decision Making SB1. make appropriate decisions within the purview of responsibilities of the job role Plan and Organize SB2. plan ways to seek information from market and competition SB3. plan and organize meetings with concerned stakeholders to derive necessary information Customer Centricity SB4. record seller feedback on processes and suggest improvements in case of gaps Problem Solving SB5. identify problems immediately and take up solutions quickly to resolve delays SB6. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB7. analyse, interpret and infer data SB8. break down complex problems into single and manageable components within his/her area of work Critical Thinking SB9. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 25 P a g e

26 RAS/ N 0305 Study the market and competition to improve business performance NOS Version Control NOS Code RAS / N 0305 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 03/11/2015 Industry Sub-sector E-commerce Last reviewed on 02/08/2016 Occupation Category Management Next review date 03/09/ P a g e

27 RAS/ N 0306 Maintain good interpersonal relationships with all stakeholders Overview This unit is about building relationships with people who the executive interacts with while performing daily operations. 27 P a g e

28 National Occupational Standard SSC/ N 0101 RAS/ N 0306 Maintain good interpersonal relationships with all stakeholders Unit Code RAS / N 0306 Unit Title (Task) Description Scope Maintain good interpersonal relationships with all stakeholders This unit deals in building relationships with people who the executive interacts with during daily operations. This unit/task covers the following: Understanding internal and external customers Interpersonal communication Conflict handling This role is specific to seller activation in the e-commerce marketplace. Performance Criteria(PC) w.r.t. the Scope Element Performance Criteria Understand internal and external customers Develop sales /acquisition techniques Build and manage network with sellers Effective interpersonal communication Handle conflicts smoothly To be competent, the user/individual on the job must be able to: PC1. differentiate between external and internal customers PC2. understand expectations as per relationship with individual/group PC3. adopt appropriate medium of communication PC4. determine importance of selling/activation function in business-to-business processes PC5. actively seek feedback and guidance from immediate manager or team members to improve activation capabilities PC6. attend training programs when required PC7. build network of sellers through various sources as per company policy PC8. manage network of sellers by being in continuous contact with them PC9. establish trust and confident with sellers by communicating the need, expectations and shareable information with them PC10. ensure minimization of possible losses and risks in relationships PC11. communicate clearly in local language (where required) PC12. articulate clearly and coherently and respond appropriately PC13. treat all stakeholders with respect and dignity PC14. handle interpersonal conflict / disputes according to company policy / procedures PC15. consult supervisor if the seriousness of conflict is beyond scope of responsibility PC16. concisely and accurately record details of the conflict and report to concerned authority 28 P a g e

29 RAS/ N 0306 Maintain good interpersonal relationships with all stakeholders Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge Skills (S) [Optional] A. Core Skills/ Generic Skills The user/individual on the job needs to know and understand: KA1. internal and external customers for the organization KA2. ways to build and manage relationships KA3. ways of handling / resolving conflicts The user/individual on the job needs to know and understand: KB1. modes and methods of communication KB2. conflict handling procedures Writing Skills The user/ individual on the job needs to know and understand how to: SA1. collate simple data when required Reading Skills SA2. read and understand proposals SA3. read and understand information on the technology platform / portal Oral Communication (Listening and Speaking skills) SA4. follow instructions accurately SA5. communicate with external customers to complete seller acquisition through effective selling / acquisition techniques SA6. use gestures or simple words to communicate where language barriers exist SA7. display courteous behaviour with internal and external stakeholders at all times B. Professional Skills Decision Making SB1. make appropriate decisions within the purview of responsibilities of the job role Plan and Organize SB2. make a beat plan to visit targeted sellers SB3. plan and organize seller meetings through weekly calendaring Customer Centricity SB4. build seller relationships by using a customer centric approach 29 P a g e

30 RAS/ N 0306 Maintain good interpersonal relationships with all stakeholders Problem Solving SB5. identify problems immediately and take up solutions quickly to resolve delays SB6. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB7. interpret and infer data SB8. break down complex problems into single and manageable components within his/her area of work Critical Thinking SB9. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 30 P a g e

31 RAS/ N 0306 Maintain good interpersonal relationships with all stakeholders NOS Version Control NOS Code RAS / N 0306 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 03/11/2015 Industry Sub-sector E-commerce Last reviewed on 02/08/2016 Occupation Category Management Next review date 03/09/ P a g e

32 RAS/ N 0307 Comply to grooming, health and hygiene requirements of the organization Overview This unit is about skills and knowledge required for an individual to ensure overall health and hygiene. 32 P a g e

33 National Occupational Standard SSC/ N 0101 RAS/ N 0307 Comply to grooming, health and hygiene requirements of the organization Unit Code RAS / N 0307 Unit Title (Task) Description Scope Comply to grooming, health and hygiene requirements of the organization This unit is about skills and knowledge required for an individual to ensure overall grooming, health and hygiene as per organizational standards This unit/task covers the following: Abide to personal hygiene requirements Follow grooming as per company policies Take precautionary health measures Performance Criteria(PC) w.r.t. the Scope Element Abide to personal hygiene requirements Grooming as per company policies Take precautionary health measures Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) This role is specific to seller activation in the e-commerce marketplace. Performance Criteria To be competent, the user/individual on the job must be able to: PC1. ensure personal hygiene while at work PC2. avoid use of products that affect personal hygiene adversely PC3. identify hygiene conditions that could impact health PC4. use products that aid in improving personal hygiene PC5. demonstrate awareness of company policies with respect to grooming PC6. adhere to company policy with respect to personal grooming PC7. identify articles required to conform to grooming norms as per company policies PC8. highlight absence/damage of articles required to complete grooming as per company policies PC9. maintain and ensure products provided by organization as per grooming policies PC10. report on personal health issues related to injury, food, air and infectious diseases PC11. ensure not to go for work if unwell, to avoid the risk of being spread to other people PC12. undergo preventive health check-ups at regular intervals PC13. take prompt treatment from the doctor in case of illness PC14. have a general sense of hygiene and appreciation for cleanliness for the benefit of self and the customers or local community The user/individual on the job needs to know and understand: KA1. company polices with respect to grooming, health and hygiene KA2. importance of grooming, health and hygiene on personal and professional well-being 33 P a g e

34 RAS/ N 0307 B. Technical Knowledge Comply to grooming, health and hygiene requirements of the organization The user/individual on the job needs to know and understand: KB3. business standards in grooming KB4. industry best practices in grooming and hygiene Skills (S) [Optional] A. Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. write simple mail/letter to report illness Reading Skills SA2. read and understand company policies on grooming health and hygiene SA3. read and understand documentation on emergency procedures Oral Communication (Listening and Speaking skills) SA4. follow instructions accurately SA5. communicate with peers / manager to report any health issues or reason for deviation with respect to grooming and hygiene B. Professional Skills Decision Making SB1. make appropriate decisions within the purview of responsibilities of the job role Plan and Organize SB2. make a beat plan to visit targeted sellers SB3. plan and oraganize seller meetings through weekly calendaring Customer Centricity SB4. build seller relationships by using a customer centric approach Problem Solving SB5. identify problems immediately and take up solutions quickly to resolve delays SB6. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB7. interpret and infer data SB8. break down complex problems into single and manageable components within his/her area of work 34 P a g e

35 RAS/ N 0307 Comply to grooming, health and hygiene requirements of the organization Critical Thinking SB9. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 35 P a g e

36 RAS/ N 0307 Comply to grooming, health and hygiene requirements of the organization NOS Version Control NOS Code RAS / N 0307 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 03/11/2015 Industry Sub-sector E-commerce Last reviewed on 02/08/2016 Occupation Category Management Next review date 03/09/ P a g e

37 Qualifications Pack For Seller Activation Executive Annexure Nomenclature for QP and NOS Qualifications Pack 9 characters [ABC]/ Q 0101 [Insert 3 letter code for SSC] Q denoting Qualifications Pack QP number (2 numbers) Occupation (2 numbers) Occupational Standard An example of NOS with N 9 characters [ABC] / N 0101 [Insert 3 letter code for SSC] N denoting National Occupational Standard OS number (2 numbers) Occupation (2 numbers) Back to top 37

38 Qualifications Pack For Seller Activation Executive The following acronyms/codes have been used in the nomenclature above: Sub-sector Range of Occupation numbers Retail Operations Retail Business Ecommerce - Category Management Retail Ecommerce-Supply Chain & Logistics FMCG Generic Occupation Sequence Description Example Three letters Industry name RAS Slash / / Next letter Whether QP or NOS Q or N Next two numbers Occupation code 01 Next two numbers OS number 01 38

39 Qualifications Pack For Seller Activation Executive Job Role Seller Activation Executive Qualification Pack RAS/Q0301 Sector Skill Council Retail Guidelines for Assessment CRITERIA FOR ASSESSMENT OF TRAINEES 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC 2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC 3. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below) 4. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/ training center based on this criteria 5. To pass the Qualification Pack, every trainee should score a minimum of 70% in every NOS 6. In case of successfully passing only certain number of NOS's, the trainee is eligible to take subsequent assessment on the balance NOS's to pass the Qualification Pack Assessment outcomes Assessment Criteria for outcomes Total Mark Out Of Marks Allocation Theory Skills Practical 1. RAS/N0301 (Conduct profiling and acquisition of sellers based on business requirement) PC1. study the market to be able to identify new sellers PC2. study the prospective seller base based on product categories in the marketplace PC3. set targets to approach, explain and register sellers PC4. communicate advantages and benefits about the platform to sellers PC5. match offer proposition with likely clients (sellers) PC6. create relevant proposals entailing all required details about business PC7. identify the prospective sellers in the organization PC8. identify critical elements of seller registration PC9. follow the process and documentation required for registration as per the company standards

40 Qualifications Pack For Seller Activation Executive 2. RAS/N0302 (Update the sellers on product promotions and orient them on operating the technology platform) 3. RAS/N0303 (Execute daily operational activities to enhance business PC10. list down key elements of knowledge to be passed on to the sellers PC11. explain the documentation requirement and registration process to seller for undertaking business PC12. ensure accurate and timely completion of documentation process PC13. keep abreast of international operating standards for benchmarking PC14. know about success stories of comparative organizations PC15. work on self to get better at business development, selling skills, negotiation skills and customer service orientation PC1. know and understand the critical aspects of the online portal PC2. orient and train sellers on the elements of portal operation and seller panel PC3. troubleshoot simple issues that sellers face while operating the technology platform PC4. help and guide seller in uploading new products PC5. assist sellers in order processing, packaging and shipping PC6. abreast about existing promotions PC7. evaluate promotions and advise the advantages that sellers can derive from the promotions PC8. ensure seller receives advantages and dues as per contract PC9. update self about upcoming promotions and applications PC10. help seller plan his work as per business information received PC11. suggest and guide new sellers about how to grow business online PC12. give promotional offers on highend brands and bulk offers on small brands PC1. ensure complete tracking of seller listing on the portal PC2. complete seller training about process, guidelines and panels to targeted sellers Total Total

41 Qualifications Pack For Seller Activation Executive and improve seller satisfaction) 4. RAS/N0304 (Build relationships with new sellers and strengthen relationships with existing sellers) 5. RAS/N0305 (Study the market and competition to improve business performance) PC3. address seller queries and resolve concerns/issues if any PC4. monitor and achieve targets in terms of seller registration PC5. collect, collate and share seller feedback with management PC6. use MIS reporting PC7. conduct webinars and exhibitions for sellers PC8. manage the payment cycle for sellers PC1. complete all required processes from registration to onboarding to ensure smooth and complete handover of the seller to account manager PC2. help build healthy relationships between seller and account manager PC3. ensure induction material is complete in all respects PC4. take feedback on the material and incorporate the same PC5. train and orient sellers about the process, guidelines, and panels PC6. address all seller queries and resolving concerns and issues, if any PC7. suggest and guide sellers about how to grow their business online PC8. train sellers on all documentation and reporting processes as per company policy PC9. identify the list of existing sellers who have come from different mediums PC10. understand the background of the seller accounts PC11. understand and interpret seller queries PC12. suggest solutions to address the identified queries PC13. help manage and grow their businesses PC1. study competitors services and their work in the area of seller activation PC2. seek information about their market share, sale and revenue figures Total Total

42 Qualifications Pack For Seller Activation Executive 6. RAS/N0306 (Maintain good interpersonal relationships with all stakeholders) PC3. seek information on their strengths and weaknesses PC4. seek information on any new strategies/service offerings provided by competitors PC5. identify offers/schemes that work, based on competitor study PC6. work in tandem with marketing team to help create new schemes for acquisition and maintenance of sellers PC7. collect seller feedback and provide valuable inputs to reporting manager/ business partners PC8. identify live sellers on other websites and pitch to them PC1. differentiate between external and internal customers PC2. understand expectations as per relationship with individual/group PC3. adopt appropriate medium of communication PC4. determine importance of selling/activation function in businessto-business processes PC5. actively seek feedback and guidance from immediate manager or team members to improve activation capabilities PC6. attend training programs when required PC7. build network of sellers through various sources as per company policy PC8. manage network of sellers by being in continuous contact with them PC9. establish trust and confident with sellers by communicating the need, expectations and shareable information with them PC10. ensure minimization of possible losses and risks in relationships PC11. communicate clearly in local language (where required) PC12. articulate clearly and coherently and respond appropriately PC13. treat all stakeholders with respect and dignity Total

43 Qualifications Pack For Seller Activation Executive 7. RAS/N0307 (Comply to grooming, health and hygiene requirements of the organization) PC14. handle interpersonal conflict / disputes according to company policy / procedures PC15. consult supervisor if the seriousness of conflict is beyond scope of responsibility PC16. concisely and accurately record details of the conflict and report to concerned authority PC1. ensure personal hygiene PC2. avoid use of products that affect personal hygiene adversely PC3. identify hygiene conditions that could impact health PC4. use products that aid in improving personal hygiene PC5. demonstrate awareness of company policies with respect to grooming PC6. adhere to company policy with respect to personal grooming PC7. identify articles required to conform to grooming norms as per company policies PC8. highlight absence/damage of articles required to complete grooming as per company policies PC9. maintain and ensure products provided by organization as per grooming policies PC10. report on personal health issues related to injury, food, air and infectious diseases PC11. ensure not to go for work if unwell, to avoid the risk of being spread to other people PC12. undergo preventive health check-ups at regular intervals PC13. take prompt treatment from the doctor in case of illness PC14. have a general sense of hygiene and appreciation for cleanliness for the benefit of self and the customers or local community Total Total