Understanding customer service in the retail sector
|
|
- Darren Fox
- 6 years ago
- Views:
Transcription
1 Understanding customer service in the retail sector UV20358 M/502/5821 Learner name: VRQ Learner number:
2 VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active Leisure sectors, with over 45 years of experience. VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DCELLS and CCEA. VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement. Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic. This statement of unit achievement table must be completed prior to claiming certification. Unit code Date achieved Learner signature Assessor initials IV signature (if sampled) Assessor tracking table All assessors using this Record of Assessment book must complete this table. This is required for verification purposes. Assessor name Assessor signature Assessors initials Assessor number (optional)
3 UV20358 Understanding customer service in the retail sector The purpose of this unit is to provide you with the knowledge and understanding of retail customer service, focusing on standards of customer service. The unit covers how customer complaints and problems are resolved in retail business. UV20358_v2
4 Level 2 Credit value 3 GLH 22 Observation(s) 0 External paper(s) 0
5 Understanding customer service in the retail sector Learning outcomes On completion of this unit you will: 1. Understand the effect of customer service on retail business 2. Understand how retail businesses find out about customer needs and preferences 3. Understand the importance of customer service standards, policies and procedures to a retail business 4. Understand how customer complaints and problems are resolved in a retail business Evidence requirements 1. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. This evidence may include projects, assignments, case studies, reflective accounts, oral/written questioning and/or other forms of evidence. 2. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes. All outcomes must be achieved. 3. External paper There is no external paper requirement for this unit. UV
6 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below: Where possible your assessor will integrate knowledge outcomes into practical observations through oral questioning. Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies 4 UV20358
7 Knowledge Outcome 1 Understand the effect of customer service on retail business You can: Portfolio reference a. Describe the key features of excellent customer service b. Describe how excellent customer service affects a retail business c. Describe the key features of unsatisfactory customer service d. Describe how unsatisfactory customer service affects a retail business e. Describe the main methods used by retail businesses to maintain and increase customer loyalty UV
8 Outcome 2 Understand how retail businesses find out about customer needs and preferences You can: Portfolio reference a. Describe methods of approaching customers on the sales floor and the questioning and listening techniques for finding out what customers are looking for b. Describe how customer feedback is collected and used to improve customer service 6 UV20358
9 Outcome 3 Understand the importance of customer service standards, policies and procedures to a retail business You can: Portfolio reference a. Explain the difference between customer service standards, customer service policies and customer service procedures b. Describe the benefits to the customer of customer service standards, policies and procedures c. Describe the benefits to retail businesses of customer service standards, policies and procedures UV
10 Outcome 4 Understand how customer complaints and problems are resolved in a retail business You can: Portfolio reference a. Describe the main types of customer complaints and problems b. Describe techniques for listening to customers expressing concerns about a product or service, and for reassuring customers that their concerns have been heard and understood c. Describe the key stages in resolving complaints to the customers satisfaction 8 UV20358
11 Unit content This section provides guidance on the recommended knowledge and skills required to enable you to achieve each of the learning outcomes in this unit. Your tutor/assessor will ensure you have the opportunity to cover all of the unit content. Outcome 1: Understand the effect of customer service on retail business Excellent customer service: Greeting customers, friendly, helpful and approachable staff, product information and knowledge, treating customers with respect and courtesy, efficiently dealing with enquiries, exceeding customers needs and expectations, listening to customers. Effects of excellent customer service: Customer loyalty and repeat visits, increased business and profits, improved staff satisfaction, staff motivation and career progression, improved image and reputation, competitive advantage, reduced customer dissatisfaction and complaints, improved mystery shopper reports and consumer reviews. Features of unsatisfactory customer service: Not listening to customers, negative body language, poor appearance and presentation, lack of responsiveness, over familiarity, failing to meet customer expectations, poor attitude, unclean and untidy displays, poor signage, lack of stock, ignorance. Effects of unsatisfactory customer service: Reduced profit, sales and turnover, poor reputation, reduced customer loyalty, increased customer complaints, reduced staff morale. Methods used to maintain and increase customer loyalty: Special offers and promotions, loyalty schemes and cards, customer service training, targeted marketing and advertising, offering additional services, going the extra mile. UV
12 Outcome 2: Understand how retail businesses find out about customer needs and preferences Methods of approaching customers: Open body language, introduction, smile, eye contact, active listening, friendly and positive attitude, rapport building. Questioning and listening techniques: Active listening, appropriate use of open, closed and probing questions, looking for buying signals, tailoring questions based on customer responses and requests. Collecting customer feedback: Surveys, comments/suggestions box, feedback forms, questionnaires, focus groups, mystery shopper reports, customer service department, online feedback systems, consumer reviews. Using customer feedback: Identify achievements and areas for improvement, identify customers needs and preferences, identification of trends, provide a rationale for change, strategic planning and implementation of customer service improvements. Outcome 3: Understand the importance of customer service standards, policies and procedures to a retail business Customer service standards: The level of standard required by staff in delivering a service, quality, individual and team responsibilities, service times. Customer service policies: Returns and exchanges, product availability/ordering, dealing with complaints, queuing. Customer service procedures: Greeting customers, customer returns and exchanges, dealing with aggressive customers, dealing with customer complaints, responsibility of employees, product availability/ordering. Benefits to the customer of service standards, policies and procedures: Legal and fair customer treatment, consistency of service and response, clear procedures for complaints, reduced waiting time, increased product availability, staff efficiency and product knowledge, facility to order products, high level of customer and general service. Benefits to the retail business of service standards, policies and procedures: Consistency of approach, credibility, defined responsibility for customer service, staff knowledge, improved service, improved customer satisfaction, improved reputation, increased customer loyalty and repeat business, improved by mystery shopper reports and consumer reviews and scores. 10 UV20358
13 Outcome 4: Understand how customer complaints and problems are resolved in a retail business Main types of customer complaint: Poor quality of goods and services, availability of products and services, cleanliness, treatment by staff, incorrect pricing of goods, waiting times and queue lengths, incorrect scanning of products. Techniques for listening to, and reassuring customers: Questioning, listening, analysing, paraphrasing, summarising, acknowledging, use of facial expressions and eye contact, nodding, reassurance, showing empathy. Key stages in resolving complaints: Understanding and acknowledging the problem, questioning the customer for clarification, taking responsibility, apologising, empathy, listening, clarify the actions to be taken, gaining customer approval, resolving the complaint, feeding back to the customer on the progress of actions. UV
14 Notes Use this area for making notes and drawing diagrams 12 UV20358
Customer service in the sport and active leisure industry
Customer service in the sport and active leisure industry UV30577 H/601/7676 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy
More informationCustomer service skills
Customer service skills UV21564 M/600/3246 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality and Catering and
More informationProcess customer orders for goods in a retail environment
Process customer orders for goods in a retail environment UV21432 R/503/5662 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy,
More informationPrinciples of customer relationships
Principles of customer relationships UBU112 K/503/8194 Learner name: VRQ Learner number: VTCT is the specialist awarding organisation for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality
More informationMaintain the availability of goods on display in a retail environment to promote sales
Maintain the availability of goods on display in a retail environment to promote sales UV31417 L/503/5692 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty
More informationDemonstrate understanding of customer service management
Demonstrate understanding of customer service management J/601/1630 Learner name: Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport
More informationDevelop a social media strategy for customer service
Develop a social media strategy for customer service UBU65 D/506/2962 Learner name: VRQ Learner number: VTCT is the specialist awarding organisation for the Hairdressing, Beauty Therapy, Complementary
More informationDemonstrate understanding of customer service
Demonstrate understanding of customer service UR300F3 K/601/1622 Learner name: Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport
More informationUnderstanding the handling of customer payments in a retail business
Understanding the handling of customer payments in a retail business UV20354 H/502/5797 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary
More informationPromote equality, diversity and inclusion in the workplace
Promote equality, diversity and inclusion in the workplace UBU66 T/506/1820 Learner name: VRQ Learner number: VTCT is the specialist awarding organisation for the Hairdressing, Beauty Therapy, Complementary
More informationUse customer service as a competitive tool
Use customer service as a competitive tool D/601/1228 Learner name: Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active
More informationDeliver customer service
Deliver customer service UBU19 A/506/2130 Learner name: VRQ Learner number: VTCT is the specialist awarding organisation for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality and Catering
More informationIntroduction to clinic services and business awareness for complementary therapies
Introduction to clinic services and business awareness for complementary therapies UV21265 F/503/7777 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty
More informationBusiness practice for complementary therapies
Business practice for complementary therapies UV31267 L/503/7779 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality
More informationUnderstanding how a retail business maintains health and safety on its premises
Understanding how a retail business maintains health and safety on its premises UV20359 A/502/5823 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy,
More informationProcess customer service complaints
Process customer service complaints D/601/1522 Learner name: Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active Leisure
More informationSupervise food service
Supervise food service M/502/9562 Learner name: Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality and Catering and Sport and
More informationSupervision of operations in the hospitality industry
Supervision of operations in the hospitality industry UV31164 D/502/3952 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy,
More informationUnderstanding employment rights and responsibilities
Understanding employment rights and responsibilities UV20316 J/600/0840 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy
More informationPlait and twist hair using basic techniques
Plait and twist hair using basic techniques Y/600/1037 Learner name: Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active
More informationVTCT Level 1 Award in Understanding Personal Finance
VTCT Level 1 Award in Understanding Personal Finance Operational start date: 1 November 2012 Credit value: 3 Total Qualification Time (TQT): 30 Guided learning hours (GLH): 20 Qualification number: 600/7019/5
More informationPrinciples of leading a team in the hospitality industry
Principles of leading a team in the hospitality industry UV31194 R/502/3964 Learner name: VRQ Learner number: VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy,
More informationPlait and twist hair
Plait and twist hair UHB97 Learner name: SVQ Learner number: VTCT is the specialist awarding organisation for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality and Catering and Sport
More informationVTCT Level 2 Award in Understanding Personal Finance
VTCT Level 2 Award in Understanding Personal Finance Operational start date: 1 November 2012 Credit value: 3 Total Qualification Time (TQT): 30 Guided learning hours (GLH): 26 Qualification number: 600/7018/3
More informationVTCT Level 4 Diploma in Salon Management
VTCT Level 4 Diploma in Salon Management Operational start date: 1 April 2011 Credit value: 59 Total Qualification Time (TQT): 590 Guided learning hours (GLH): 301 Qualification number: 600/1397/7 Statement
More informationGroup Award Specification for:
Group Award Specification for: Award in Customer Service: Principles and Practices Group Award Code: GG2A 45 Validation date: January 2013 Date of original publication: February 2013 Version: 1 Contents
More informationUG21G17 Give customers a positive impression of yourself and your organisation
UG21G17 Give customers a positive impression of yourself and your organisation Excellent customer service is provided by people who are good with people. Your behaviour affects the impression that customers
More informationA/507/5167 Level: Entry 3 Credit value: 1 GLH: 12 Aim:
Unit 370 Introduction to retail UAN: A/507/5167 Level: Entry 3 Credit value: 1 GLH: 12 Aim: Assessment: Barring: The aim of this unit is to give the learner a broad introduction to the retail industry.
More informationLevel 2 Certificate in Principles of Customer Service. Qualification Specification
Qualification Specification ProQual 2014 Contents Page Introduction 3 The Qualifications and Credit Framework (QCF) 3 Qualification profile 4 Rules of combination 4 Credit transfer / Exemptions / Recognition
More informationLevel 2 NVQ Diploma in Nail Services
Level 2 NVQ Diploma in Nail Services Accreditation start date: 1 August 2010 Credit value: 40 Total Qualification Time (TQT): 400 Guided learning hours (GLH): 329 Qualification number: 500/8840/3 Statement
More informationPrinciples of supervising customer service performance in hospitality, leisure, travel and tourism
Level: 3 Credit value: 2 UAN: L/600/1066 Unit aim This unit will provide in-depth knowledge of how to manage customer service performance in the sector. The unit will be appropriate for supervisory and
More informationAssessment Criteria for
Assessment Criteria for IMI QUALIFICATION IMI Level 2 Certificate in Customer Service for the Automotive Industry I.D: 501/1253/3 To be used in conjunction with Learner Assessments and Candidate Assessment
More informationThis workbook supports BSBCMM301B Process Customer Complaints in the Business Services Training Package.
Process Customer Complaints This workbook supports BSBCMM301B Process Customer Complaints in the Business Services Training Package. Upgraded to BSBCMM301B by Software Publications writing team Copyright
More informationQualification Specification NCFE Level 2 Diploma in Customer Service (601/3973/0)
Business, Administration and Law Qualification Specification NCFE Level 2 Diploma in Customer Service (601/3973/0) Contents Section 1 Qualification overview Page 3 Section 2 Assessment and moderation Page
More informationQUALIFICATION HANDBOOK
QUALIFICATION HANDBOOK Level 2 Certificate in Principles of Sales (QCF) (7711-02) April 2011 Version 1.3 (November 2012) Qualification at a glance Subject area City & Guilds number 7711 Age group approved
More informationLevels 1, 2 & 3 Award/Certificate in Retail Knowledge (1013)
Levels 1, 2 & 3 Award/Certificate in Retail Knowledge (1013) Qualification handbook for centres Level 1 Award: 500/8405/7 Level 1 Certificate: 500/8210/3 Level 2 Award: 500/7438/6 Level 2 Certificate:
More informationLevel 3 NVQ Diploma in Barbering
Level 3 NVQ Diploma in Barbering Accreditation start date: 1 August 2010 Credit value: 47 Total Qualification Time (TQT): 470 Guided learning hours (GLH): 334-368 Qualification number: 500/7386/2 Statement
More informationLevel 3 NVQ Certificate in Occupational Health and Safety
Level 3 NVQ Certificate in Occupational Health and Safety Qualification Specification ProQual 2014 Contents Page Introduction 3 The Qualifications and Credit Framework (QCF) 3 Qualification profile 4 Rules
More informationLevel 2 QCF Sales and Marketing Qualifications
Specification Level 2 QCF Sales and Marketing Qualifications Valid from 04.01.11 Version 4 Ofqual regulated The Institute of Sales Management (ISM) is the professional membership body for salespeople.
More informationIntermediate Apprenticeship in Customer Service
Intermediate Apprenticeship in Customer Service As an apprentice you will expand and develop the knowledge and skills you need to deliver and improve as part of your job role. Here is a summary of the
More informationLevel 1 Certificate in Hospitality and Catering
NCFE National Partnership Award Award Specification Level 1 Certificate in Hospitality and Catering National Partnership Award Specification NP00035NT Issue 2, September 2008 Our Vision Inspirational learning
More informationLevel 2 NVQ Diploma in Beauty Therapy General
Level 2 NVQ Diploma in Beauty Therapy General Accreditation start date: 1 August 2010 Credit value: 54 Total Qualification Time (TQT): 540 Guided learning hours (GLH): 458-469 Qualification number: 500/8839/7
More informationhandbook Level 2 Diploma in Customer Service (QCF) CUSD2
Skillsfirst Awards handbook Level 2 Diploma in Customer Service (QCF) CUSD2 Suite 215 Fort Dunlop Fort Parkway Birmingham B24 9FD www.skillsfirst.co.uk Contents Page Section 1 Introduction 2 Section 2
More informationBIIAB Level 2 Certificate in Community Arts Administration
Qualification Handbook BIIAB Level 2 Certificate in Community Arts Administration 601/6664/2 Version 2 Version 2 BIIAB February 2016 www.biiab.org Version and date Change, alteration or addition Section
More informationhandbook Level 3 Certificate in Principles of Recruitment Practice (QCF) RPP3
Skillsfirst Awards handbook Level 3 Certificate in Principles of Recruitment Practice (QCF) RPP3 Suite 215 Fort Dunlop Fort Parkway Birmingham B24 9FD www.skillsfirst.co.uk Contents Page Section 1 Introduction
More informationLevel 4 Award in the Instruction of Managing the Risk of Aggressive and Challenging Behaviour in the Workplace (QCF) Qualification Specification
Level 4 Award in the Instruction of Managing the Risk of Aggressive and Challenging Behaviour in the Workplace (QCF) Qualification Specification ProQual 2013 Contents Page Introduction 3 The Qualifications
More informationInternal Quality Assurance of Assessment Processes and Practice
Qualification Specification Internal Quality Assurance of Assessment Processes and Practice S A F E T Y T R A I N I N G A W A R D S S S A R D Version 17.1 2017 F E T Y T R A I N I N G A W A 1 This qualification
More informationSkillsfirst Awards. Handbook. Level 2 Diploma In Team Leading (QCF) TLD2
Skillsfirst Awards Handbook Level 2 Diploma In Team Leading (QCF) TLD2 Skillsfirst Awards Limited Suite 215 Fort Dunlop Fort Parkway Birmingham B24 9FD Tel - 0121 270 5100 Fax - 0121 747 4102 Website www.skillsfirst.co.uk
More informationQualification Specification. Customer Service (England) Intermediate Level Apprenticeship in Customer Service
Qualification Specification Customer Service (England) Intermediate Level Apprenticeship in Customer Service Advanced Level Apprenticeship in Customer Service Version 3.0 (October 2017) Qualification Specification:
More informationQCF. Learning and Development. Centre Handbook
QCF Learning and Development OCR Level 3 Award in Facilitating Learning and Development OCR Level 3 Certificate in Learning and Development Scheme codes 10229 and 10230 Centre Handbook OCR Level 3 Award
More informationUV31202 Principles of promoting food and beverage services and products
UV31202 Principles of promoting food and s and products The aim of this unit is to develop your knowledge and understanding of how services and products are promoted within the food and beverage industry.
More informationLevel 1 Certificate of Introduction to the Contact Centre Industry ( )
Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) www.cityandguilds.com September 2009 Version 1.0 Assessment guide - Sample Contains guidance for centres and candidates About
More informationQualification Specification HABC Level 1 Certificate in Customer Service (QCF)
www.highfieldabc.com Qualification Specification HABC Level 1 Certificate in Customer Service (QCF) Qualification Number: 601/4001/X Highfield House Heavens Walk Lakeside Doncaster South Yorkshire DN4
More informationDelivering and Assessing ABC Awards Qualifications
Delivering and Assessing ABC Awards Qualifications Delivering and Assessing ABC Qualifications V6 Feb 2014 Page 1 of 19 ABC Awards Thank you for choosing to work with ABC Awards (ABC). You are one of over
More informationPearson Edexcel Level 4 NVQ Diploma in Management (QCF) Specification
Pearson Edexcel Level 4 NVQ Diploma in Management (QCF) Specification NVQ/Competence-based qualification First registration February 2014 Edexcel and BTEC qualifications are awarded by Pearson, the UK
More informationAssessment Criteria for
Assessment Criteria for IMI Level 3 Certificate in Customer Service for the Automotive Industry IMI QUALIFICATION I.D: 501/1254/5 To be used in conjunction with Learner Assessments and Candidate Assessment
More informationQUALIFICATION HANDBOOK
Level 3 Certificate in Mentoring (6318-10) QUALIFICATION HANDBOOK May 2015 Version 1.1 City and Guilds Level 3 Certificate in Mentoring (6318-10) Qualification at a glance Subject area City & Guilds number
More informationLevel 3 Diploma in Warehousing and Storage ( )
Level 3 Diploma in Warehousing and Storage (06-07) Candidate logbook 600/3766/0 www.cityandguilds.com January 202 Version.0 About City & Guilds City & Guilds is the UK s leading provider of vocational
More informationQUALIFICATION HANDBOOK
QUALIFICATION HANDBOOK Level 4 Diploma in Career Information and Advice (3072-04) August 2011 Version 2.0 (March 2013) Qualification at a glance Subject area City & Guilds number 3072 Age group approved
More informationQualification Handbook. Leadership and Management
Qualification Handbook Leadership and Management Qualification Handbook SFJ Awards Level 4 Certificate in Leadership and Management Qualification Number: 601/4619/9 Version Date of issue Amendment(s) Page
More informationSFJ Awards Level 4 Diploma in Fire Safety (Fire Inspectors)
SFJ Awards Level 4 Diploma in Fire Safety (Fire Inspectors) Qualification Handbook SFJ Awards Level 4 Diploma in Fire Safety (Fire Inspectors) Qualification Number: 600/8407/8 Version Date of issue Amendment(s)
More informationLevel 3 Diploma in Management. Qualification Specification
Qualification Specification ProQual 2017 Contents Page Introduction 3 Qualification profile 3 Qualification structure 4 Centre requirements 6 Support for candidates 6 Assessment 7 Internal quality assurance
More informationLevel 7 NVQ Diploma in Strategic Management and Leadership. Qualification Specification
Level 7 NVQ Diploma in Strategic Management and Leadership Qualification Specification ProQual 2014 Contents Page Introduction 3 The Qualifications and Credit Framework (QCF) 3 Qualification profile 4
More informationWJEC LEVEL 1/2 AWARD IN RETAIL BUSINESS INTERNAL SAMPLE ASSESSMENT UNIT 1: CUSTOMER EXPERIENCE
WJEC LEVEL 1/2 AWARD IN RETAIL BUSINESS INTERNAL SAMPLE ASSESSMENT UNIT 1: CUSTOMER EXPERIENCE For first teaching from September 2014 Contents Specimen Assignment 3 Page Specimen Assessment Criteria Grid
More informationLevel 6 NVQ Diploma in Construction Site Management (Construction)
Level 6 NVQ Diploma in Construction Site Management (Construction) Qualification Specification ProQual 2014 Contents Page Introduction 3 The Qualifications and Credit Framework (QCF) 3 Qualification profile
More informationEdexcel BTEC Level 3 Award and Certificate in Campaigning (QCF) Edexcel BTEC Level 3 Award and Certificate in Fundraising Practice (QCF)
Specification Edexcel BTEC qualifications Edexcel BTEC Level 3 Award and Certificate in Campaigning (QCF) Edexcel BTEC Level 3 Award and Certificate in Fundraising Practice (QCF) Edexcel BTEC Level 3 Award
More informationQUALIFICATION SPECIFICATION Part A: ASSESSOR AND QUALITY ASSURER GUIDANCE FOR TECH LEVEL VEHICLE MAINTENANCE QUALIFICATIONS (NQF)
QUALIFICATION SPECIFICATION Part A: ASSESSOR AND QUALITY ASSURER GUIDANCE FOR TECH LEVEL VEHICLE MAINTENANCE QUALIFICATIONS (NQF) IMI LEVEL 3 DIPLOMA IN LIGHT VEHICLE MAINTENANCE 601/7324/5 IMI LEVEL 3
More informationHigher National and Vocational Qualifications Internal Assessment Report 2015 Hairdressing
Higher National and Vocational Qualifications Internal Assessment Report 2015 Hairdressing The purpose of this report is to provide feedback to centres on verification in Higher National and Scottish Vocational
More informationQUALIFICATIONS NETWORK Qualification Specification. Assessing Qualifications
QUALIFICATIONS NETWORK Qualification Specification Assessing Qualifications Qualification Specification QNUK Level 3 Award in Understanding the Principles and Practices of Assessment (QCF) Qualification
More informationQualification Specification HABC Level 2 NVQ Certificate in Business and Administration (QCF)
www.highfieldabc.com Qualification Specification HABC Level 2 NVQ Certificate in Business and Administration (QCF) Qualification Number: 600/5475/X Highfield House Highfield House Heavens Walk Lakeside
More informationQualification Specification. Accounting
Qualification Specification Accounting Version 4.0 (September 2017) Page 1 of 23 This qualification specification covers the following qualification: Qualification Title Qualification Number Gateway Qualifications
More informationBIIAB Level 2 Award in Employment Responsibilities and Rights in Health, Social Care, Children and Young People s Settings (QCF)
Qualification Handbook BIIAB Level 2 Award in Employment Responsibilities and Rights in Health, Social Care, Children and Young People s Settings (QCF) 601/6473/6 Version 1 BIIAB September 2015 Table of
More informationLevel 2 Awards in Customer Service in the Hospitality, Leisure, Travel and Tourism Industries (4421) September 2017 Version 1.2
QUALIFICATION HANDBOOK Level 2 Awards in Customer Service in the Hospitality, Leisure, Travel and Tourism Industries (4421) September 2017 Version 1.2 Qualification at a glance Subject area City & Guilds
More informationQualification handbook for centres QCF ref: 500/7441/6. September 2011 Version 2.0
QCF Level 1 Certificate in Introduction to the Contact Centre Industry (4424-01) / SCQF Level 4 Certificate in Introduction to the Contact Centre Industry (4424-51) www.cityandguilds.com September 2011
More informationEvidence Logbook. Level 4 NVQ in BUSINESS ADMINISTRATION
Level 4 NVQ in BUSINESS ADMINISTRATION Evidence Logbook Qualification recognition number: 601/3871/3 Qualification Reference: L4NVQDBA www.futurequals.com This document is copyright under the Berne Convention.
More informationSNAP Cymru Internal Verification Procedure
SNAP Cymru Internal Verification Procedure Internal Verification The purpose of Internal Verification is to establish a centre-devised system for systematic monitoring of the quality of our Agored provision
More informationPutting together a portfolio of evidence
Putting together a portfolio of evidence Your portfolio is your way to collect evidence systematically with support from your assessor. This page will outline what is meant by a portfolio and explain the
More informationDeliver, monitor and evaluate customer service to internal customers OCR unit number 328 Sector unit number A/601/2550
Oxford Cambridge and RSA Unit Title: Deliver, monitor and evaluate customer service to internal OCR unit number 328 Sector unit number Level: 3 Credit value: 3 Guided learning hours: 12 A/601/2550 Unit
More informationThis workbook supports BSBCUS401B Coordinate implementation of customer service strategies in the BSB07 Business Services Training Package.
Coordinate implementation of customer service strategies This workbook supports BSBCUS401B Coordinate implementation of customer service strategies in the BSB07 Business Services Training Package. Upgraded
More informationScottish Vocational Qualifications Internal Assessment Report 2013 Beauty Therapy
Scottish Vocational Qualifications Internal Assessment Report 2013 Beauty Therapy The purpose of this report is to provide feedback to centres on verification in Scottish Vocational Qualifications in this
More informationSIT07 Tourism, Hospitality and Events Training Package V3.0 SITXMGT006A Establish and conduct business re lationships Learner guide Version 2
SIT07 Tourism, Hospitality and Events Training Package V3.0 SITXMGT006A Establish and conduct business relationships Learner guide Version 2 Training and Education Support Industry Skills Unit Meadowbank
More informationBusiness Administration. Centre Handbook. OCR Level 3 Diploma in Business Administration Entry code Version 2 Issued June 2017
Business Administration Centre Handbook OCR Level 3 Diploma in Business Administration Entry code 10384 Version 2 Issued June 2017 OCR 2017 June 2017 OCR Level 3 Diploma in Business Administration Contents
More informationperformance and development
Unit 205 Manage personal performance and development UAN: Level: 2 Credit value: 4 GLH: 18 Relationship to NOS: Assessment requirements specified by a sector or regulatory body: Aim: L/506/1788 Management
More informationQUALIFICATION HANDBOOK
QUALIFICATION HANDBOOK Level 4 NVQ Diploma in Spectator Safety Management (6852-04) October 2011 Version 1.0 Qualification at a glance Subject area City & Guilds number 6852 Spectator Safety Age group
More informationEvidence Logbook. Level 2 Award in SAFEGUARDING AND PROTECTING CHILDREN AND YOUNG PEOPLE
Level 2 Award in SAFEGUARDING AND PROTECTING CHILDREN AND YOUNG PEOPLE Evidence Logbook Qualification recognition number: 600/6825/5 Qualification Reference: L2ASPCYP www.futurequals.com This document
More informationPearson Edexcel Level 4 NVQ Diploma in Construction Site Supervision (Construction)
Pearson Edexcel Level 4 NVQ Diploma in Construction Site Supervision (Construction) Specification Competence-based qualification First registration September 2014 Issue 2 Edexcel, BTEC and LCCI qualifications
More informationAssessment and Moderation Handbook for Schools
Assessment and Moderation Handbook for Schools contents. Customer Service the NCFE way 04 Why do we quality assure? 05 What is Moderation? 05 External Moderator Visits 06 Allocation of your External Moderator
More informationLevel 2 and 3 Awards in Employment and Personal Learning Skills in Health ( /03) August 2017 Version 2.1
QUALIFICATION HANDBOOK Level 2 and 3 Awards in Employment and Personal Learning Skills in Health (4239-02/03) August 2017 Version 2.1 Qualification at a glance Subject area City & Guilds number 4239 Age
More informationLevel 5 Diploma in Principles of Management and Leadership (QCF)
Skillsfirst Awards Handbook Level 5 Diploma in Principles of Management and Leadership (QCF) PMD5 Suite 215 Fort Dunlop Fort Parkway Birmingham B24 9FD www.skillsfirst.co.uk Contents Page Section 1 Introduction
More informationQualification Specification. Level 2 Award in INFORMATION, ADVICE OR GUIDANCE
Level 2 Award in INFORMATION, ADVICE OR GUIDANCE Qualification Specification Qualification recognition number: 601/5079/8 Qualification Reference: L2AIAG www.futurequals.com Level x ###### in /for QUALIFICATION
More informationLevel 5 NVQ Diploma in Management and Leadership. Qualification Specification
Level 5 NVQ Diploma in Management and Leadership Qualification Specification ProQual 2017 Contents Page Introduction 3 Qualification profile 3 Qualification structure 4 Centre requirements 6 Support for
More informationLevel 3 Diploma in Traffic Management
Qualification Specification ProQual 2013 Contents Page Introduction 3 The Qualifications and Credit Framework (QCF) 3 Qualification profile 4 Rules of combination 5 Centre requirements 7 Support for candidates
More informationTo assist and support the shop team in the daily running of the shop in areas as required
Job Profile Job Title: Department: Sales Assistant Retail 1. Main Purpose of Job To assist and support the shop team in the daily running of the shop in areas as required 2. Position in Organisation Reports
More information1. What are the fundamentals to understanding marketing?
UNIT/ORGANIZING PRINCIPLE: Business Fundamentals ESSENTIAL QUESTIONS: STANDARDS 1. What are the fundamentals to understanding marketing? BENCHMARKS PACING: Unit Number: 1-10weeks TEXTBOOK ALIGNMENT RESOURCES
More informationWritten by Administrator Monday, 21 February :42 - Last Updated Thursday, 28 November :44
A workforce, which is wholeheartedly and enthusiastically supporting the goals of the organisation, has been a key aim of managers since industrial and commercial organisations began. Today, that quest
More informationGuidelines for Internal Verification: Access to HE Diploma Programmes
Guidelines for Internal Verification: Access to HE Diploma Programmes Gateway Qualifications Gateway House 3 Tollgate Business Park Colchester CO3 8AB T 01206 911 211 W www.gatewayqualifications.org.uk
More informationEvidence Logbook. Level 5 Diploma in MANAGEMENT AND LEADERSHIP
Level 5 Diploma in MANAGEMENT AND LEADERSHIP Evidence Logbook Qualification recognition number: 601/5873/6 Qualification Reference: L5DML www.futurequals.com This document is copyright under the Berne
More informationPearson BTEC Level 2 Award in Customer Service (QCF) Pearson BTEC Level 2 Certificate in Customer Service (QCF)
Pearson BTEC Level 2 Award in Customer Service (QCF) Pearson BTEC Level 2 Certificate in Customer Service (QCF) Pearson BTEC Level 3 Award in Customer Service (QCF) Pearson BTEC Level 3 Certificate in
More informationBUSINESS. Unit 7 Marketing campaign Suite. Cambridge TECHNICALS LEVEL 3. L/507/8154 Guided learning hours: 60. ocr.org.
2016 Suite Cambridge TECHNICALS LEVEL 3 BUSINESS Unit 7 Marketing campaign L/507/8154 Guided learning hours: 60 Version 3 Assessment guidance and Opportunities for applying learning across units updated
More informationBAA Level 4 Extended Diploma in Business Management 120 Credits
BAA Level 4 Extended Diploma in Business Management 120 Credits Level 4 Extended Diploma in Business This qualification will give learners a thorough grounding in Business and is ideal for learners who
More information